Faq – Help Center
The FAQ section contains answers to the most frequently asked questions by our customers and electric bike users. If there is no answer to your question, write to us via the contact form.
Electric bikes questions
WARRANTIES
The warranty covers all defects of new ENGWE devices for a period of 12 months from the date of purchase, including electrical parts (display, controller, motor, and charger), as well as manufacturing defects on an exchange basis.
However, the warranty for the battery is 6 months or 2000 km (whichever comes first) with normal installation, use, service, and maintenance.
Only consumers who purchase this device directly from us, at our engwe.pl store or from our authorized ENGWE seller (business partner with whom we have a signed agreement) can obtain protection under this limited warranty.
This warranty is exclusive to the original purchaser and is not transferable.
If after making a purchase, you find that the received goods are damaged, do not work correctly, or you have identified another non-compliance of the goods with the contract, and you have purchased the goods as a consumer, you have the right to file a complaint. As a rule, the faulty goods should be returned to the seller to enable the examination of the complaint’s validity. If in doubt, contact us to determine the next steps. Our support will then indicate the service address to which the product should be returned.
The equipment for repair should be delivered to the Service Point in the original factory packaging. If the complete packaging is missing, the risk of damage during transport is borne by the complainant.
The claimed product is collected from the customer via courier after a prior written complaint has been submitted through the contact form on the website www.engwe.eu/contact or the email address serwis@engwe.eu
We ship products by courier service. We collaborate with many carriers, and the customer receives tracking information indicating which courier company will deliver their package.
In accordance with the Act of May 30, 2014, “On Consumer Rights,” you have the right to withdraw from a purchase without giving any reason within 14 days from the date of receiving the shipment.
To exercise this right, you must submit a written statement of withdrawal from the contract within the aforementioned period.
To meet the withdrawal deadline, it is sufficient to send a statement of withdrawal in electronic form to the email address serwis@engwe.eu.
The product you are returning should be sent back without undue delay, no later than 14 days, to the address indicated by the administrator in response to your notification.
You bear the cost of the return shipment yourself. You can determine the estimated cost of the return based on our “Time and Shipping Costs” section, but remember that the store may have discounts with carriers, and therefore the individual cost of return may be higher than the shipping cost to you.
Remember that the right to withdraw from the contract does not provide the possibility of using the product for free. According to the regulations, if the returned product was used to a greater extent than necessary to determine the nature, characteristics, and functioning of the goods, the seller has the right to charge the buyer with the costs of reducing its value.
In case of withdrawal from the contract, you will receive a refund of the amount paid for the purchase – the price of the products, the lowest available shipping costs in the store, and other costs excluding the aforementioned return costs. The money will be returned in the same way that you made the payment unless you agree to a different form. This will occur immediately after we receive the returned purchase.
You bear the cost of the return shipment yourself. You can determine the estimated cost of the return based on our “Time and Shipping Costs” section, but remember that the store may have discounts with carriers, and therefore the individual cost of return may be higher than the shipping cost to you.
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ORDERS & RETURNS & EXCHANGES
Under the Act of May 30, 2014, “On Consumer Rights,” you have the right to withdraw from a purchase without giving any reason within 14 days from the date of receiving the shipment.
The product you are returning should be sent back without undue delay, no later than 14 days, to the address indicated by the administrator in response to your notification. To meet the withdrawal deadline, it is sufficient to send a statement of withdrawal in electronic form to the email address serwis@engwe.eu. You bear the cost of the return shipment yourself.
Yes, ENGWE prepares promotional offers for various occasions. We conduct sales of previous models. We participate in Black Friday and have promotions on other occasions. It is best to sign up for the newsletter to have the latest information about promotions.
Information about all our sellers can be found in the “find a store” section.
You can only if the new product is also subject to the same discount.
The simplest way is to sign up for our newsletter. Information about new discount codes also appears on our website and social media.
ENGWE periodically holds promotions on its bikes. These promotions are mainly aimed at our subscribers who have signed up for the newsletter. They then receive a discount coupon via email, which they can use on subsequent purchases.
If you have any problems with your bike, we recommend that you contact our customer service department at serwis@engwe.eu for professional assistance. We will inform you how to purchase the correct replacement parts. How can I buy an additional battery? We have an additional battery available in our store, check our accessories page for detailed information.
We have an additional battery available in our store, check our accessories page for detailed information.
The bike is 90% assembled. After receiving the bike, you only need to install the front wheel. We have an instructional video here,
You can also take the bike to a local bike shop, where they can help you with the assembly. For additional information or assistance, contact us at serwis@engwe.eu
If you have any questions or concerns, contact us at serwis@engwe.eu, providing the following information:
- Purchase platform, e.g., the name of the store, etc. (if purchased on Allegro, please provide the name of the seller in the order, we perform service only for sellers with whom we have a sales agreement for our products)
- Order number: To ensure the fastest service, in the SUBJECT section of the email, please provide the ORDER NUMBER.
After placing an order, our warehouse will begin sorting the order and prepare it for pickup by the courier company within 1 working day, if the product is available in stock. After being picked up by the courier, delivery usually takes about 3 working days. If the product is on pre-sale/unavailable, we will inform you of the estimated shipping date on the product page on our website. The estimated shipping date we announce is the expected date of the product’s arrival at our warehouse in Poland. If you place an order at the pre-sale/out of stock stage, our warehouse will start preparing your order as soon as it receives the products. All pre-sale orders are processed on a “first come, first served” basis, if you cancel a pre-sale order, you will lose your place in the queue.
Electric bikes questions
The display is waterproof, but moisture or other extreme conditions can cause permanent damage to the motor and battery. Therefore, we do not recommend riding or leaving the electric bike in the rain or other extreme conditions.
Yes, we provide an instruction manual with the package. If you cannot find the instruction manual, you can also download it here Engwe Electric Bikes.
After placing an order, our warehouse prepares the package within 24 hours, then the courier company picks up the package and delivers it to the customer within up to 3 working days.
We work from Monday to Friday, from 8:00 am to 4:00 pm.
When the package is picked up by the courier company, we send the customer an invoice along with a tracking link via email.
In the case of international shipments, it happens that the link updates with a delay, and in some countries, there is no option for updates. In Poland, everything updates on time.
