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ENGWE Bikes provides a return and refund policy designed to explain the conditions, time limits, fees, and requirements that apply when customers want to return or cancel an order. The following information summarizes the key terms provided by ENGWE.

Return Policy

ENGWE offers a 30-day return period, starting from the date the customer receives the item. Returns requested after 30 days from delivery are generally not accepted.

To qualify for a return, the product should be in the same condition as received. Items must be unused and unworn, while an e-bike must show less than 10 kilometres on its display. The original packaging, charger, keys, hardware, other included items, and proof of purchase should also be provided.

If a return is caused by the customer, the customer is responsible for the applicable return shipping costs. If ENGWE sends a damaged or incorrect product due to its own error, the customer is not required to bear the shipping cost for that reason.

Damaged, Defective, or Incorrect Items

Customers should inspect their order when it arrives and contact ENGWE as soon as possible if the product is defective, damaged, or incorrect. Photos or videos may be required to help the support team evaluate the issue.

To request a return, customers can contact ENGWE customer service. A return should be approved before the product is shipped back, as items returned without prior authorization may not be accepted.

Non-Returnable Items

Some products and situations are excluded from the return policy, including:

1. Products purchased from unauthorized resellers.

2. Damage caused by the customer.

3. Special-order products.

4. Giveaways or free items.

5. Certain online-sale accessories, such as fenders, gift boxes, rack bags, helmets, controllers, phone mounts, air compressors, waterproof covers, locks, and rear-view mirrors.

6. Extra accessories purchased separately from ENGWE.

Order Cancellation

After an order confirmation is received, ENGWE begins processing the order within the stated processing period. Customers can cancel an order before it is shipped. Cancellation after shipment may be subject to applicable shipping or processing charges.

Refund Terms

Refund treatment depends on the reason for the return or cancellation. According to the provided policy:

Shipping charges and deductions can vary according to the circumstances and the applicable policy terms.

Quality Issue Returns

For defective products within 30 days, ENGWE may provide a free return or exchange, subject to its applicable terms. Shipping fees that are identified as non-refundable under the policy may still be deducted.

For quality issues after 30 days, a return may not be accepted, but repair assistance may be available under ENGWE’s guidance. Customers may need to provide photos or videos showing the issue before receiving repair instructions.

Non-Quality Issue Returns

For non-quality-related returns within 30 days, applicable shipping charges may be deducted from the refund. After 30 days, returns may no longer be accepted, although repair support may be available according to ENGWE’s terms.

Warranty and Repair Reimbursement

If a customer believes an e-bike purchased within one year from an authorized dealer has a defect, ENGWE may request photos or videos of the problem. The support team may first provide technical solutions or troubleshooting assistance.

If the issue cannot be resolved, ENGWE may recommend professional repair through a local bike repair shop and may provide reimbursement subject to its eligibility requirements. A valid printed or digital repair invoice is required, and reimbursement is subject to the limits stated in the policy.

Refund Processing

After a returned e-bike or battery is received, ENGWE’s warehouse may take up to five business days to inspect and confirm its condition. Once the return is approved, the refund may be processed within 1–2 business days.

Customers who arrange their own return shipping may need to provide delivery documentation, tracking information, and carrier details. The returned product must match the order information and the condition described before the return.

If the returned e-bike or battery does not match the original order, a refund may not be provided. If the product arrives in a condition that differs from the condition described before return, ENGWE may deduct an appropriate amount based on the condition and missing or damaged parts.

Restocking and Refund Conditions

Once a return is received and inspected, ENGWE will notify the customer whether the refund has been approved or rejected. The company may withhold some or all of the refund if the returned bike is received in poor condition. A restocking fee of up to $300 may also apply according to the stated terms.

If approved, the refund is generally credited to the customer’s original payment method within a reasonable processing period.

Note: Return eligibility, shipping charges, processing fees, refund amounts, and other policy terms may change. Customers should verify the latest conditions before submitting a return or cancellation request.

For the complete and current terms, review the ENGWE Return & Refund Policy before returning a product or requesting a refund.