Definitions
1. “Extended Warranty Service” (hereinafter referred to as the “Extended Warranty”) means an additional warranty period provided either complimentary with an eligible product or purchased separately by the customer. Depending on the applicable product and warranty plan, the Extended Warranty begins after the ENGWE official warranty or another applicable warranty period expires. (Click here to learn more about the ENGWE official warranty.) Each extended warranty applies to one E-bike or E-scooter only and cannot be shared among multiple units.
2. "Customer" refers to individual or corporate users who purchase ENGWE electric bicycle products from our official website (https://engwe.com/), for whom we provide the Extended Warranty service.
3. “Non-User-Caused Failure” means a defect or malfunction arising under normal and intended use that was not caused by misuse, accident, unauthorized modification, improper maintenance, external impact, or normal wear and tear.
Service Period and Activation
1. Where an Extended Warranty is included with the product or purchased separately, it will automatically take effect on the day following the expiration of the preceding applicable ENGWE official warranty period. No additional activation is required.
2. The Extended Warranty is valid for 12 months from the effective date.
Optional 1-Year Warranty Extension: Coverage applies from Month 13 through Month 24, immediately following the standard 12-month ENGWE official warranty.
EP-2 3.0 Boost Complimentary 2nd-Year Warranty: Coverage applies from Month 13 through Month 24, immediately following the standard 12-month ENGWE official warranty. No separate purchase or activation is required.
EP-2 3.0 Boost Optional 3rd-Year Extended Warranty: If purchased, coverage applies from Month 25 through Month 36, immediately following the complimentary 24-month ENGWE official warranty period.
| Product | Included ENGWE Official Warranty | Optional Extended Warranty | Total Coverage |
|---|---|---|---|
| Eligible ENGWE Models | 12 Months | +12 Months | Up to 24 Months |
| ENGWE EP-2 3.0 Boost | 24 Months (Complimentary) | +12 Months | Up to 36 Months |
Coverage
The Extended Warranty covers failures and damages caused by Non-User-Caused Failure, including material and labor costs:
| Warranty Item | Coverage |
| Motor | Internal motor failure, inability to operate normally |
| Battery | Performance failure, inability to charge/discharge normally (excluding natural capacity degradation) |
| Controller | Electrical system failure, circuit malfunction |
| Display | No display, abnormal display, touchscreen failure |
| Sensors and Wiring | Sensor or wiring breakage due to non-user-caused failure |
| Charger | Internal failure, inability to charge normally |
| Frame | Cracks, weld fractures due to non-user-caused failure |
| Front Fork and Shock Absorber | Internal failure, oil leakage, damage not caused by external impact |
| Brake System (non-wear parts) | Hydraulic system oil leakage, brake failure (excluding normal brake pad wear) |
Exclusions
The following cases are not covered under the Extended Warranty:
Notice: Each Extended Warranty is valid for one E-bike or E-scooter only. If multiple units are purchased, a separate Extended Warranty must be purchased for each. Extended Warranties cannot be transferred between units.
| Excluded Items | Description |
| Consumables | Tires, brake pads, chains, bulbs, outer tires, kickstands, brake cables, round disc brakes, seats, and other normal wear parts |
| Normal Battery Aging | Battery capacity naturally degrading to below 85% of its original capacity is considered normal aging |
| Appearance Damage | Scratches, paint peeling, aging of plastic parts, and damage to decorative parts |
| Human Damage | Any damage caused by collision, falling, water immersion, improper use, or transportation |
| Unauthorized Modification or Repair | Issues caused by self-disassembly, unauthorized repairs, or modifications |
| Force Majeure | Losses caused by natural disasters (floods, lightning strikes, earthquakes), fires, wars, etc. |
Warranty Claim Process
1. Customers who encounter issues during the Extended Warranty period should follow the steps below to request after-sales service:
● Contact our customer service team via email service@engwe.com
● Please provide the order code in the email content and upload the problem photo or video.
● Wait for our customer service team to review the request (review period: 3 working days).
● Upon approval, ENGWE will determine whether to repair the covered component or provide a replacement part. Replacement parts may not be identical to the original parts but will provide equivalent functionality.
ENGWE.COM will cover the cost of parts, shipping, and any related repair labor costs. Any additional transportation costs (e.g., if the customer requests on-site technician service or travel expenses to and from the service point) will be borne by the customer.)
2. We reserve the right to use new or certified refurbished parts during the repair or replacement process.
3. The interpretation of warranty coverage for non-included parts is at the discretion of ENGWE.COM.
4. If ENGWE.COM requires the customer to return defective parts, the company reserves the right to refuse further repair or support until the defective parts are returned.
Customer Obligations
1. Customers must use and maintain the product properly, following the User Manual and official recommendations.
2. Customers must not disassemble or modify the product themselves, or they will forfeit the Extended Warranty service.
3. Customers must provide a purchase invoice and proof of Extended Warranty purchase when requesting after-sales service.
Refund Policy
1. Customers may cancel a separately purchased Extended Warranty within 14 days after receiving the electric bicycle for a full refund, provided that no claim has been submitted or service has been provided under the Extended Warranty. This provision does not apply to a complimentary warranty included at no additional cost.
2. After 14 days, the Extended Warranty service cannot be canceled. However, if the vehicle is returned for a full refund due to a product quality issue, the Extended Warranty fee will also be fully refunded.
3. All eligible refunds will be processed using the original payment method, and the refunded amount will be returned to the customer’s initial payment account or payment channel. Please ensure the provided account information is accurate to facilitate a smooth refund process.
Limitation of Liability
1. Under no circumstances shall our company be liable for the following types of indirect losses or consequences caused by electric bicycle product failure or damage:
● Business Losses: Loss of revenue, operational disruption, or missed business opportunities resulting from product failure.
Example: The customer’s business is interrupted due to an inoperable electric bicycle.
● Personal Injury: Injuries occurring due to product defects or malfunctions during usage.
Example: A braking system failure causes an accident, leading to bodily harm.
● Third-party Claims: Claims from third parties for damages caused by product failure or damage (e.g., injury or property damage to others).
Example: A product malfunction leads to a collision with a third party, who then files a compensation claim.
2. The total compensation amount under the Extended Warranty shall not exceed the total invoice amount of the vehicle at the time of purchase.
Warranty periods may vary depending on the product model
The applicable ENGWE official warranty applicable to each product is displayed on its corresponding product page. Where there is any inconsistency between this page and a product page, the warranty information stated on the product page shall prevail.
FAQ
Q1. Does every ENGWE product include the same ENGWE official warranty period?
A: No. The included ENGWE official warranty period varies by product model. Most eligible ENGWE products include a standard 12-month ENGWE official warranty, while selected products, may include a longer complimentary warranty period. Please refer to the corresponding product page for details.
Q2. How does the Extended Warranty work?
A: The Extended Warranty begins immediately after the preceding applicable ENGWE official warranty period expires. The exact effective date depends on the product model and the selected warranty plan.
Q3. Does the Extended Warranty replace the ENGWE official warranty?
A: No. The Extended Warranty supplements the applicable ENGWE official warranty and takes effect only after the preceding warranty period expires.
Contact Information
For any inquiries, please contact us:
● Official Website: https://engwe.com/
● Customer Service Email: service@engwe.com
● Customer Service Phone: +33 805980036 (9 AM - 6 PM (GMT+1), Mon-Fri)
