Engwe Warranty

Warranty and Guarantee

At Engwe Bikes, we prioritize your satisfaction and aim to provide a seamless ownership experience. Our warranty terms are as follows:

Warranty Period

  • Within the Warranty Period: If your e-bike experiences non-human damage during the warranty period, we will send replacement parts free of charge.
  • After the Warranty Period: Customers are responsible for the cost of replacement parts and shipping fees.

All e-bikes sold are brand new and come with original factory parts. To ensure quick resolutions, replacement accessories are offered at cost price; however, except for DOA (Dead on Arrival) items, these accessories are not covered by warranty.

Note:

  • Second-hand or modified e-bikes are not covered under warranty.

Warranty Coverage

Exclusions

The following conditions are not covered under warranty:

  1. Damage resulting from failure to follow the instructions in the User Manual for proper use, maintenance, or adjustments.
  2. Unauthorized disassembly, repair, or modification of the e-bike.
  3. Improper use, storage, or accidents leading to damage.
  4. Repair costs incurred at non-authorized repair shops without prior consent.
  5. Minor cosmetic damage, such as scratches on packaging or parts during transit.
  6. Consumable parts, including but not limited to:
    • Tires
    • Saddles
    • Plastic components
    • Brakes, rotors, pads, and lines
    • Surface scratches

Important: All returns must have written approval from Engwe Bikes. Unauthorized returns will not be processed or refunded.

How to Apply for Warranty

Follow these steps to initiate a warranty claim:

Step 1: Take clear photos or a short video showing the issue.
Step 2: Provide a brief description of the problem, your order number, and the purchase platform. Send this information to service@engwe-bikes.com.
Step 3: We will diagnose the issue. If it’s straightforward, we’ll provide an immediate solution.
Step 4: For more complex issues, we may send troubleshooting instructions. You’ll need to follow the steps, document the process with videos or photos, and share the results with us.
Step 5: Once verified, we will confirm your order details and reissue the necessary parts to your address.

Contact Us

Our dedicated support team is here to assist you:

Phone Support

  • US Customers: +1 8442007117 (Mon - Fri, 9 AM - 6 PM PST)

Email Support

We are committed to providing reliable products and exceptional support. Thank you for choosing Engwe Bikes!

Need Assistance?

If you encounter issues with your Engwe 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!