Returns policy

RETURN

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

We have a 30-day return policy, you have the right to withdraw from the purchase without giving any reason within 30 days from the date of receipt of the parcel，Usually our return address is VIA dante alghieri 5 Postcode 23801 CALOLZIOCORTE Italy，The return address may vary from region to region, we suggest that customers contact service@engwe.eu to confirm before returning the goods…

If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.

If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.

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 and must include all items that were inside the box (charger, keys, hardware, etc.), and in its original packaging. You’ll also need the original proof of purchase.

If you wish to change or cancel your order before it is dispatched, please contact us within three working days and we will process your request within one working day!

Damages and issues

Please inspect your order upon arrival and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

To start a return, you can contact us at service@engwe.eu. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. We are not responsible for shipping costs for items that have not been confirmed returned by us.

You can always contact us for any return question at service@engwe.eu.

NON-RETURNABLE ITEMS INCLUDE, BUT ARE NOT LIMITED TO:

1. Product from Unauthorized Reseller

2. The damage is caused by human

3. Special order

4. Giveaways or free items

5. Online sale accessories (including fenders, gift box, rack bag, helmet, controllers, phone mount, air compressor, waterproof cover, lock, rear view mirror etc.)

6. Extra purchased accessories (If you purchase after-sales accessories from Engwe directly, please make sure it is the part you need before purchasing from us.)

Shipping and Handling fee for non-quality issue return:

1.E-bikes €200/pc for a return
2.Battery €100/pc for a return (Note: We only accept the return of unused batteries.)

REFUND

we Refund Terms	Quality issues	Accept full refund & 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 the order before the package is shipped	5% of the total amount will be deducted as a processing fee
	The customer cancels the order after the package is shipped	Customers need to pay €200 shipping fee charge per bike(Deduct €200 when making refund)
	About refund difference price	1. Partial refund of the difference price within 7 days2. Not acceptable (can send free gift) over 7 daysNote: Engwe has the right to organize any event promotion
	Change delivery address	Address can’ t be changed after the bike shipped out
	Customers refuse to accept the package	€200 shipping fee or the customer needs to pay an extra €200 for resend
	Quality Issues Refund	1. Within 30 days: Free return or exchange for defective products.Shipping fee €100 can not be refunded.2. Over 30 days: Return is not acceptable; Accept repair with Engwe guidance.Must take a video or picture to show the issue of the bike before getting repaired.
	Non-quality Issues Refund	Only refund within 30 days: unworn, Unopened package, unused, or the e-bike must have less than ten (10) kilometers on the display, be free of any wear and tear, dirt, dust, fragrance, or any other signs of use and must be in the same packaging and condition that you receive it, and must include all items that were inside the box (charger, keys, hardware, etc.).. We will deduct the restocking fee and shipping fee of €200/pc when we are making a refund for non-defective e-bikes/No-longer needed e-bikes. Engwe doesn’t undertake the package box fee.
	Quality Issues Reimbursement	If you believe your iten is defective and was purchased within 1 year from our authorised dealer, please contact us at service@engve-bikes.con, and provide photos or videos that containing the actual defects as there may be a simple fix for your problem. Engwe support team could provide you with technical solutions. If the issues still can not be resolved, we would recommend you bring theitem to your local bike repair store for fixing, and we would like to provide reimbursement for the defectiveness. Please note that to be eligible for the reimbursement, i)valid print invoice/digital invoice of the repair shop (handwriting invoices are not eligible); ii) the amount of reinbursement cannot exceed twice the price of the corresponding parts for the repair. iii)We do not offer exchanges when parts are damaged again. Only one replacement per part will be accepted. Engwe reserves the right to determine between defective products and normal wear and tear.

How to start your return and refund？

To start the return process, please contact us at service@engwe.eu. We will provide you with further instructions on where to send the return. After we confirm receipt of the returned products, the refund will be processed accordingly. Return shipping costs will be deducted from your refund. The original shipping cost will not be refunded. The refund will be made in the original form of payment.