1. ENGWE offers a 30-day return policy, allowing you to request a return within thirty (30) days of receiving your item.
2. Returns are not permitted beyond thirty (30) days from the delivery date.
3. To initiate a return, you must notify ENGWE.COM customer service within thirty (30) days of receipt. Failure to contact customer service within this timeframe will result in your return being declined. Proof of purchase and photos of the item in its original packaging may be required to process your request. Returns sent without prior approval will not be accepted. Please note that ENGWE is not responsible for covering shipping fees for returns initiated by the customer.
4. For assistance with any return inquiries, please contact us at service@engwe.com
5. Refunds: Once we receive and inspect the returned items, we will process your refund within 3 business days. You will be notified via email, and the refund will be issued to your original payment method. If the original payment method is an expired credit card, you may still request a refund from your card issuer. Please note that it may take your bank or credit card company 7-14 days to process the refund.
6. Return Address: Wrocław, 50-001, Poland (Please contact the customer service team to select the fastest return address.)
| Terms | Product quality issues | Accept full refund or partial refund with ENGWE |
| Received incorrect items | Free exchange or full refund offered | |
| Missing or damaged accessories | Free accessory replacement or partial refund provided | |
| Package undeliverable or lost | Accept free resend or full refund | |
| Order cancellation before shipment | A 5% processing fee will be deducted from the total amount | |
| Order cancellation after shipment | A €200 shipping fee per bike applies (The final cost will depend on your chosen courier and be deducted from the refund.) | |
| Refund for price difference | 1. Partial refund for the price difference available within 7 days. | |
| 2. Not eligible for a refund after 7 days (a free gift can be provided instead). | ||
| Note: ENGWE reserves the right to organize and manage any promotional events. | ||
| Delivery address modification | The delivery address can' t be changed once the bike has been shipped. | |
| Package refusal by the customer | €200 shipping fee or the customer needs to pay an extra €200 for resend. | |
| Refund due to quality issues | 1. Within 30 days: Free return or exchange for defective products. The €100 shipping fee is non-refundable. | |
| 2. Over 30 days: Return is not acceptable; Accept repair with Engwe guidance. | ||
| Must take a video or picture to show the issue of the bike before getting repaired. | ||
| Refund for non-quality-related reasons | Only refund within 30 days: unworn, Unopened package, unused, or the e-bike must have less than ten (10) kilometers on the display, be free of any wear and tear, dirt, dust, fragrance, or any other signs of use and must be in the same packaging and condition that you receive it, and must include all items that were inside the box (e.g., charger, keys, hardware). We will deduct the restocking fee and shipping fee of €200/pc when we are making a refund for non-defective e-bikes/No-longer needed e-bikes. Note: ENGWE does not cover the cost of replacement packaging. |
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| Quality Issues Reimbursement | If you believe your item is defective and was purchased within one year from an authorized dealer, please contact us at service@engwe.com. Provide photos or videos clearly showing the defects, as there may be a simple solution. Our ENGWE support team will assist you with technical guidance. | |
| If the issue cannot be resolved, we recommend taking the item to your local bike repair shop for repairs. We are willing to reimburse the cost of repairs for confirmed defects. | ||
| To be eligible for reimbursement, please note the following requirements: | ||
| i) A valid printed or digital invoice from the repair shop is required (handwriting invoices are not eligible); | ||
| ii) The reimbursement amount will not exceed twice the price of the corresponding parts used for the repair. | ||
| iii) We do not offer exchanges for parts that are damaged again. Only one replacement per part will be accepted. ENGWE reserves the right to distinguish between defective products and normal wear and tear. |