Official Warranty Policy

This policy outlines the warranty terms for e-bikes and e-scooters purchased through www.engwe-bikes.co.uk. Please review these conditions thoroughly.

1. Warranty and Guarantee

The warranty period for your bicycle is specified below (please refer to your product documentation for specific component lengths). If you encounter any non-human damage during this period, we shall dispatch the replacement parts to you **free of charge**.

Post-Warranty Service

Once the specified warranty period has elapsed, the customer will assume responsibility for the cost of replacement parts and associated shipping fees. All bikes supplied are new factory products, and parts provided are equivalent to the original components.

Important Notes

• Accessories purchased separately are sold at cost price; therefore, except for DOA (**Dead on Arrival**), they are **not covered by warranty**.
• **Second-hand e-bikes** and **Modified e-bikes** are strictly **not covered** by this warranty policy.

2. Extended Warranty Service

Should you require extra peace of mind, an extended warranty service is available for purchase exclusively on our website (www.engwe-bikes.co.uk).

This option can be added in the *Frequently Bought Together* section on the product detail page when acquiring an E-bike or E-scooter. **Please note that the extended warranty must be purchased concurrently with the product and cannot be bought separately.**

3. Warranty Coverage Exclusions

The following conditions constitute damage or failure that **DOES NOT** qualify for warranty coverage:

• Failure caused by the user's inability to use, maintain, and adjust the bicycle according to the **"Instruction Manual"**.
• Failures resulting from users disassembling, repairing, or modifying the unit themselves, or non-compliance with the rules of use.
• Failure caused by improper use or storage by the user, or an accident (e.g., collisions, water damage).
• The cost of undertaking repairs at alternative repair shops **without our prior written consent**.
• Slight scratches or damage to the outer package box caused by the logistics transportation of the accessories are not warranted.
• Consumable parts are **not warranted**, including tyres, saddles, plastic parts, brakes, brake rotors, brake pads, brake lines, surface scratches, etc.

We kindly request that you **contact us and obtain our written approval before sending any item back**. Any products returned without acceptance will not be refunded.

4. How to Apply for Warranty

To ensure a swift resolution, please follow these steps precisely. We require detailed documentation to diagnose the issue remotely:

• Take a clear picture and/or short video detailing your issue.
• Send a short description of the problem, the visual evidence (pictures/videos), your **order number**, and the **platform of purchase** to info@engwe-bikes.co.uk.
• We shall diagnose your problem. If the issue is clear, we will provide a solution immediately.
• For complex issues, we may issue you troubleshooting files. You will be required to detect the fault as per our methods and provide us with the corresponding videos or pictures. We will then provide a solution.
• Upon confirmation, we will verify your order information and delivery address, and reissue the corresponding accessories to you.