Engwe Return Policy

At ENGWE, customer satisfaction is our priority. We strive to deliver high-quality products and services, but if you encounter any issues, we’ve outlined our comprehensive return, refund, and exchange policy to assist you.

Return Policy

30-Day Return Period

You have 30 days from the date of delivery to request a return. Returns are not accepted after 30 days.

Eligibility for Returns

To qualify for a return:

  1. The item must be in its original condition, unused or with less than 10 kilometers recorded on the e-bike display.
  2. Include all items originally in the box, such as the charger, keys, hardware, and manuals.
  3. Return the item in its original packaging.
  4. Proof of purchase must be provided.

How to Initiate a Return

  1. Contact Us: Email service@engwe-bikes.com with your order number, details of the issue, and photos or videos if applicable.
  2. Approval Required: Once approved, we will provide a return shipping label and detailed instructions for sending the item back.
    • Note: Returns sent without prior approval will not be accepted.
  3. Shipping Costs:
    • Returns due to non-quality issues: Customers are responsible for a $100 shipping fee.
    • ENGWE is not responsible for shipping costs on self-returned packages.

Non-Returnable Items

The following items are not eligible for return:

  1. Products purchased from unauthorized resellers.
  2. Damage caused by misuse or human error.
  3. Special orders or custom items.
  4. Free giveaways or promotional items.
  5. Online sale accessories, including but not limited to: fenders, gift boxes, rack bags, helmets, controllers, phone mounts, air compressors, waterproof covers, locks, and mirrors.
  6. Accessories purchased separately (please ensure compatibility before purchase).

Refund Policy

Refund Terms for Different Scenarios

  • Defective Products (Within 30 Days): Eligible for free return or exchange. Shipping fees ($100) are non-refundable.
  • Non-Defective Products:
    • Within 30 days: Return allowed, subject to shipping fees and a restocking fee up to $300 if the product is not in original condition.
    • After 30 days: Returns are not accepted.

Refund Process

  1. Once we receive and inspect your return, we’ll notify you of the approval or rejection.
  2. Refunds will be processed within 1-2 business days after approval.
  3. Payment will be credited to your original method of payment:
    • PayPal refunds: Up to 48 hours.
    • Credit card refunds: 7-14 business days.

Important Refund Notes

  • Cancellations Before Shipment: A 5% processing fee will be deducted.
  • Cancellations After Shipment: A $300 shipping fee per e-bike will be deducted.
  • Price Difference Refunds:
    • Partial refunds for price differences are available within 7 days of purchase.
    • Price difference requests after 7 days will not be honored, but a free gift may be offered.

Exchange Policy

Eligibility for Exchanges

  • Quality Issues (Within 30 Days): Free replacement, and shipping costs are covered by ENGWE.
  • Non-Quality Issues: Customers pay $100 shipping fee for exchanges.

Process for Exchanges

  1. Contact service@engwe-bikes.com to initiate the exchange process.
  2. Exchanges are processed within 2 business days of receiving the returned product.

Reimbursement for Quality Issues

If your product is defective and you purchased it within 1 year, ENGWE may offer reimbursement for local repairs.

  • Eligibility Requirements:
    1. Provide a valid repair invoice (handwritten invoices are not accepted).
    2. Reimbursement cannot exceed twice the cost of the defective part.
    3. Only one replacement per part is allowed.
  • How to Claim:
    • Email photos or videos of the defect to service@engwe-bikes.com. Our support team may offer technical solutions before approving reimbursement.

Additional Notes

  1. Damage During Return:
    • If the returned item is improperly packaged and damaged, up to 30% of the product’s value may be deducted.
  2. Incorrect Model or Description:
    • If the returned item’s model or condition does not match the order details, deductions will be applied based on the loss.
  3. Refused Packages:
    • Customers refusing delivery must pay a $300 shipping fee or an additional $300 for reshipment.
  4. Restocking Fees:
    • A restocking fee of up to $300 may apply for non-quality issue returns.

ENGWE Return Warehouse

  • Address: 10650 Kinghurst Dr, Houston, TX 77099, USA
  • Note: Only products purchased on the ENGWE official website are eligible for return to this location.

This optimized policy is designed to:

  • Improve customer trust and clarity by clearly defining return, refund, and exchange terms.
  • Drive conversions by addressing all possible scenarios upfront.
  • Boost SEO performance with targeted keywords such as “ENGWE return policy,” “e-bike refund terms,” and “defective e-bike repair.”

Need Assistance?

If you encounter issues with your e-bike, contact our support team at support@electropedals.com or fill in the contact form on our website and we will try to get back to you in less then an hour. We’re here to ensure you have the best riding experience!