Please review the following information to familiarize yourself with our return and refund policy, which applies to electric scooters and electric bikes purchased through the ENGWE.COM website.
RETURN
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.
To be eligible for a return, your item must be in the same condition that you received it, unworn, unused or the e-bike must have less than ten (10) kilometres on the display, it and must include all items that were inside the box (charger, keys, hardware, etc.), and in its original packaging. You’ll also need the original proof of purchase.
3. Damages and issues
Please inspect your order upon arrival and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
To start a return, you can contact us at service@engwe-bikes.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Engwe is not responsible for the shipping cost of the package returned by the customers themselves.
You can always contact us for any return question at service@engwe-bikes.com.
4. NON-RETURNABLE ITEMS INCLUDE, BUT ARE NOT LIMITED TO:
1) Product from Unauthorized Reseller
2) The damage is caused by human
3) Special order
4) Giveaways or free items
5) Online sale accessories (including fenders, gift box, rack bag, helmet, controllers, phone mount, air compressor, waterproof cover, lock, rear view mirror etc.)
6) Extra purchased accessories (If you purchase after-sales accessories from Engwe directly, please make sure it is the part you need before purchasing from us.)
5. Shipping and Handling fee for non-quality issue return:
1) E-bikes €200/pc for a return
2) Battery €100/pc for a return (Note: We only accept the return of unused batteries.)
REFUND
| 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. |
A. For returned e-bikes or batteries with our provided return label, our warehouse needs five business days upon receiving to confirm the e-bike or battery status.
After we confirm that the returned item is consistent with the buyer's description, a refund will be issue within 1-2 business days.
B. If you return the item by yourself, you need provide us with a picture of the delivery note, tracking number, and carrier name. After the package's logistics track shows delivery, we need five business days to confirm whether the package status is consistent with the buyer's description; we will refund you within 1-2 business days after confirmation.
If the model of the returned e-bike or battery is inconsistent with the order information, ENGWE.COM cannot provide a refund;
If the condition of the returned e-bike or battery is inconsistent with the description before the return, a certain percentage of the amount will be deduct. The specific deduction ratio shall be deducted reasonably by Engwe depending on the loss of parts.
How can I get the refund?
If you confirm that you want to return and request a refund, you can contact our support team for a return label, we will refund you after we received the returned parcel.
