Return & Refund Policy

Return & Refund Policy

To initiate any return or for specific questions, please contact our dedicated returns team:

Returns Email: info@engwe-bikes.co.uk

**IMPORTANT:** Items sent back to us without first requesting a return via email will not be accepted. Engwe is not responsible for the shipping cost of packages returned by the customers themselves without prior authorization.

1. Return Policy Overview

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.

Eligibility for Return

To be eligible for a return, the item must meet all the following conditions:

  • Condition: Unworn, unused, and free of any signs of wear and tear, dirt, dust, or fragrance.
  • E-Bikes: Must have **less than ten (10) kilometers** on the display.
  • Inclusions: Must include all items that were inside the box (charger, keys, hardware, etc.).
  • Packaging: Must be in its original packaging.
  • Proof: The original purchase proof is required.

Damages and Issues

Please inspect your order upon reception. 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.

2. Non-Returnable Items

The following items are **excluded** from the 30-day return policy:

  • Product purchased from **Unauthorized Resellers**.
  • Damage caused by **human misuse or error**.
  • Special order items.
  • Giveaways or free items.
  • Online sale accessories (including fenders, rack bag, helmet, controllers, etc.).
  • Extra purchased accessories (Please verify the part before purchasing, as returns are typically not accepted).

3. Shipping & Handling Fees (Non-Quality Issue Returns)

For returns requested due to non-quality issues (e.g., change of mind, no longer needed), the following shipping and handling charges will apply and be deducted from your refund:

  • E-bikes: £200 per bike for return shipping.
  • Battery: £100 per battery for return (Note: We only accept the return of **unused** batteries).

4. Engwe Refund Terms Summary

Refund and exchange conditions vary based on the reason for the return, as summarized below:

Condition/Issue Resolution
Quality Issues Accept full refund or partial refund with permission from Engwe.
Received Wrong Goods Free exchange or full refund.
Damaged or Missing Accessories Free resend of accessories or partial refund.
Package Cannot Be Delivered / Missing Accept free resend or full refund.
Customer Cancels Order (Before Shipping) 5% of the total amount deducted as a processing fee.
Customer Cancels Order (After Shipping) Customer pays £200 shipping charge per bike (deducted from refund).
Customer Refuses to Accept Package £200 shipping charge per item, or customer pays an extra £200 for resend.
Refund Difference Price (Within 7 Days) Partial refund of the difference price.
Refund Difference Price (Over 7 Days) Not acceptable (can send free gift). Note: Engwe reserves the right to organize event promotions.

5. Quality Issues Refund & Repair

  • Within 30 Days: Free return or exchange for defective products. The original shipping fee of £100 cannot be refunded.
  • Over 30 Days: Return is not acceptable. Accept repair with Engwe guidance. You must provide a video or picture to show the issue of the bike before getting repaired.

6. Quality Issues Reimbursement (Repair Shop)

If your item is defective and purchased within 1 year from our authorized dealer, and if our technical solutions fail to resolve the issue, we recommend bringing the item to a local bike repair store for fixing.

Reimbursement Eligibility:

  • A valid print invoice/digital invoice from the repair shop (handwriting invoices are not eligible).
  • The amount of reimbursement **cannot exceed twice the price of the corresponding parts** for the repair.
  • We **do not offer exchanges** when parts are damaged again. Only one replacement per part will be accepted.
🔍 FINAL INSPECTION & DETERMINATION

Engwe reserves the right to determine between defective products and normal wear and tear. If the condition of the returned e-bike or battery is inconsistent with the description before the return, a **certain percentage of the amount will be deducted**. The specific deduction ratio shall be determined reasonably by Engwe depending on the loss of parts.

7. Refund Process Time

How you sent the item affects the processing time:

A. Using Engwe Provided Return Label:

Our warehouse needs **five business days** upon receiving to confirm the item's status. After confirmation, a refund will be issued within **1-2 business days**.

B. Returning the Item Yourself:

You must provide us with a picture of the delivery note, tracking number, and carrier name. After the package logistics track shows delivery, we need **five business days** to confirm the package status. We will refund you within **1-2 business days** after confirmation.