Engwe return and refund policy
Return
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
Returns are not allowed after 30 days of 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 must include all items inside the box (charger, keys, hardware, etc.) and original packaging, and you will need original proof of purchase.
Damages and issues
Please inspect your order upon arrival and contact us immediately if the item is defective, damaged, or if you received the wrong item, so that we can evaluate the issue and make it right.
To start a return, contact service@engwe-bikes.com. If accepted, we will send return instructions. Items sent back without first requesting a return will not be accepted. Engwe is not responsible for return shipping cost of packages returned by customers themselves.
For any return question, contact service@engwe-bikes.com.
Non-returnable items include, but are not limited to
- Product from unauthorized reseller.
- Damage caused by human action.
- Special order.
- Giveaways or free items.
- Online sale accessories (including fenders, gift box, rack bag, helmet, controllers, phone mount, air compressor, waterproof cover, lock, rear view mirror, etc.).
- Extra purchased accessories (please confirm needed part before purchasing after-sales accessories).
Shipping and handling fee for non-quality issue return
- E-bikes: EUR200 per return
- Battery: EUR100 per return (only unused batteries are accepted)
Order cancellation
After receiving order confirmation email, we begin processing within 2 business days and ship on the third business day. You may cancel your order before it is shipped.
Refund
| Quality issues | Accept full refund and partial refund with ENGWE |
| Receive wrong goods | Free to exchange or full refund |
| Damaged or missing accessories | Free to send accessories or accept a partial refund |
| The package cannot be delivered or missing | Accept free resend or full refund |
| The customer cancels order before package is shipped | 5% of total amount will be deducted as processing fee |
| The customer cancels order after package is shipped | Customer pays EUR200 shipping fee per bike (deduct EUR200 when refunding) |
| About refund difference price | 1) Partial refund of difference price within 7 days. 2) Not acceptable over 7 days (free gift can be sent). Note: Engwe has the right to organize any event promotion. |
| Change delivery address | Address cannot be changed after bike is shipped out |
| Customer refuses package | EUR200 shipping fee or customer pays an extra EUR200 for resend |
| Quality issues refund | Within 30 days: free return/exchange for defective products (EUR100 shipping fee is non-refundable). Over 30 days: return not acceptable; repair with Engwe guidance. |
Must provide video or picture showing bike issue before repair.
Non-quality issues refund: only within 30 days, item must be unworn, unopened package, unused, or e-bike with less than ten (10) kilometers, free of wear, dirt, dust, fragrance, or other use signs, in same packaging and condition, and include all items in box. We deduct restocking and shipping fee of EUR200 per unit for non-defective/no-longer-needed e-bikes. Engwe does not undertake package box fee.
Quality issues reimbursement
If item is defective and purchased within 1 year from authorized dealer, contact service@engve-bikes.con with photos or videos of actual defects. Engwe support can provide technical solutions.
If unresolved, we may recommend local bike repair and offer reimbursement. To be eligible:
- Valid printed or digital invoice from repair shop (handwritten invoices are not eligible).
- Reimbursement amount cannot exceed twice the price of corresponding parts.
- No exchanges when parts are damaged again. Only one replacement per part is accepted.
Engwe reserves the right to determine defective products versus normal wear and tear.
For returned e-bikes or batteries using our return label, warehouse needs 5 business days after receipt to confirm status. If consistent with buyer description, refund is issued within 1-2 business days.
If you return by yourself, provide delivery note photo, tracking number, and carrier name. After tracking shows delivery, we need 5 business days to confirm status and then refund within 1-2 business days.
If returned model is inconsistent with order information, Engwe cannot provide refund. If condition is inconsistent with description before return, a reasonable deduction percentage will apply based on parts loss.
How can I get the refund?
Contact our support team for a return label. Refund is processed after we receive the returned parcel.