Warranty and Guarantee:
The warranty for e-bikes is outlined below. If a non-human damage issue occurs within the warranty period, we will provide replacement parts free of charge.
After the warranty period, customers will be responsible for the cost of replacement parts and shipping fees. All e-bikes we sell are brand new and come equipped with original factory parts.
To help customers resolve accessory-related issues quickly, separately purchased accessories are sold at cost price. Therefore, except for Dead on Arrival (DOA) cases, these accessories are not covered under warranty.
Important Note: Second-hand e-bikes and modified e-bikes are excluded from warranty coverage.
Warranty Coverage:
| Item | Parts | Guarantee time | Service |
| Basic parts | Frame | 12 months | Natural deformation, open welding, desoldering and fracture phenomenon, and quality problems caused by poor manufacturing can be replaced. Self-modification and collision damage are not guaranteed. |
| Front fork Components, Handlebars, Folding tubes, Saddle tubes | 12 months | Self-modification and collision damage are not Warranty. | |
| Tire | 1 months | If the tire is punctured by a sharp object, the warranty will not be given if there is a problem with the tire due to insufficient tire pressure, passing through a speed bump, a pit, etc. Only if there is a problem with the quality of the product received, it is within the scope of the warranty. |
|
| Saddles, Plastic parts,Round disc brake rotor,Brake pads, Brake cable | 3 months | There is no warranty for parts collision damage etc. Man-made damage, self-modification, and parts damaged by collision are not guaranteed. | |
| Kickstand, Fenders, Rear racks, Pedals, Grips, Cranks, Chainrings, Front hubs, Rear hubs, Chains, Ringer Shifters, Rear derailleur, Rear derailleur protective cover, Flywheel, Shock absorber, Bell, Horn, Lifting Lug, Connecting Rod Piece | 6 months | ||
| Electrics parts | Controllers, Chargers, Main/auxiliary cables, Display, Front and Rear brakes, Accelerators, Brake Levels, Pedal assistance Sensors | 12 months | Short circuit, burnout, and performance failures caused by poor manufacturing can all be replaced. Water ingress, artificially cutted cables, natural wear and tear of brakes, and man-made damage are not covered by warranty. |
| Headlights, Taillights | 6 months | ||
| Motor parts | Motor | 12 months | Coil phase loss, burning, magnetic steel demagnetization, falling off, wheel shaft deformation and other quality problems cannot be repaired) The warranty will not be given if the wheel hub is deformed due to insufficient tire pressure, speed bumps, pits, etc. |
| Motor hall, Motor bearing | 12 months | Hall wire burnt out, abnormal noise or rupture of bearing. | |
| Battery | Battery box, Battery top cover, Battery bottom cover, Battery | 12 months | It can be replaced due to faults such as poor contact, power failure, no power storage, and capacity below 60%. (Note: The warranty period of the battery will not be recalculated, and the replaced battery will be calculated according to the remaining date of the warranty period) No warranty replacement service will be provided for water or man-made damage. |
Conditions That Do NOT Qualify for Warranty:
1. Damage or malfunction resulting from failure to follow the instructions for use, maintenance, or adjustment outlined in the Instruction Manual.
2. Issues caused by unauthorized disassembly, repair, or modification by the user, or non-compliance with the prescribed usage guidelines.
Damage caused by improper use, inadequate storage, or accidents.
Repair costs incurred at unauthorized repair shops without prior approval.
3. Minor scratches or damage to the outer packaging during logistics or transportation of accessories are not covered under warranty.
Items returned without prior written approval from us will not be accepted or refunded. Please contact us to obtain written consent before sending back any items.
4. Consumable parts, such as tires, saddles, plastic components, brakes, brake rotors, brake pads, brake lines, surface scratches, and similar items, are excluded from warranty coverage.
How to Apply for Warranty?
Step 1: Capture a photo or short video clearly showing the issue.
Step 2: Email a brief description of the problem along with the photos or videos, your order number, and the platform of purchase to service@engwe.com.
Step 3: Our team will assess the issue. If the problem is evident, we will provide a solution promptly.
Step 4: For issues requiring further investigation, we will provide troubleshooting instructions. You’ll need to perform diagnostics as per our guidance and share corresponding photos or videos. Once received, we will offer a resolution.
Step 5: After verifying your order details and delivery address, we will ship the necessary replacement parts.
Contact Us
Email:
Please email us at service@engwe.com.
Call:
+33 805980036 (EU)
Hours: 9:00 AM – 6:00 PM (GMT+1), Monday – Friday
+39 800776809 (EU)
Hours: 9:00 AM – 6:00 PM (GMT+1), Monday – FridayOur team typically responds within one business day.