Engwe L20 (Ladies) Front Suspension Step-Thru Ebike

Return & Refund Policy

RETURN

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.

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) kilometers on the display 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 purchase proof.

Damages and issues

Please inspect your order upon reception 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-bikes.com. 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. Items sent back to us without first requesting a return will not be accepted. Engwe is not responsible for the shipping cost of the package returned by the customers themselves. 

You can always contact us for any return question at service@engwe-bikes.com. 

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:

REFUND

1. For returned e-bikes or batteries with our provided return label, our warehouse needs five business days upon receiving to confirm the e-bike or battery status.
   After we confirm that the returned item is consistent with the buyer's description, a refund will be issue within 1-2 business days.
   B. If you return the item by yourself, you need provide us with a picture of the delivery note, tracking number, and carrier name. After the package's logistics track shows delivery, we need five business days to confirm whether the package status is consistent with the buyer's description; we will refund you within 1-2 business days after confirmation.
   If the model of the returned e-bike or battery is inconsistent with the order information, Engwe cannot provide a refund;
   
   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 deduct. The specific deduction ratio shall be deducted reasonably by Engwe depending on the loss of parts.

How can I get a refund.

If you confirm that you want to return and request a return for a refund, you can contact our support team for a return label, we will refund you after we received the returned parcel. 

Warranty Policy 

1.Warranty and Guarantee

The warranty period for ebikes is as follows. If the customer finds non-human damage within the warranty period, we will send the replacement parts free of charge. 

After the warranty period, the customer has to pay replacement parts and shipping fees. The bikes which we sell are factory new regular products, all parts are the same as the original parts.

In order to facilitate customers to quickly solve the problem of accessories, the accessories purchased separately are sold at cost price; therefore, except for DOA, they are not covered by warranty.

Please kindly note: Used ebikes, modified ebikes are not covered by the warranty.

2. Warranty coverage

One of the following conditions does NOT qualify for warranty:

1）Failure caused by the user's failure to use, maintain and adjust according to the "Instruction Manual".
2）Users disassemble, repair and modify themselves, and failures caused by non-compliance with the rules of use.
3）Failure caused by improper use or storage by the user, or accident.
4）The cost of going to other repair shops for repairs without consent.
5）Slight scratches or damage to the outer package box caused by the logistics transportation of the accessories are not warranted.
6）Please contact us and obtain our written approval before sending any item back. Any products returned without acceptance will not be refunded.
7）Consumable parts are not warranted, including tires, saddles, plastic parts, brakes, brakes rotors, brake pads, brake lines, surface scratches, etc.

3.How to apply for warranty

Step 1: Take a picture/short video of your question.

Step 2: Send a short description of the problem, pictures or videos of issue, order number, platform of purchase to service@engwe-bikes.com.

Step 3: We'll diagnose your problem and if it's clear what's wrong, we'll provide a solution.

Step 4: When comes to issues that can’t be diagnosed in the first place, we will send you the troubleshooting files, it will need you to detect according to our detection method and provide us with the corresponding videos or pictures, and we will give a solution after receiving the detection videos or pictures.

Step 5: We will verify your order information and delivery address and reissue the corresponding accessories to you.

4.Contact US

1)Tell:

+33 805980036（EU）Hours: 9 AM - 6 PM (GMT+1 Time), Mon - Fri, 

+1 8442007117（US）Hours: 9 AM - 6 PM (PST-8 Time), Mon - Fri

2)Email:

Please email us through service@engwe-bikes.com.

We typically reply within 1 business day.