Returns & Refund Policy

1. Return Policy

We offer a 30-day return policy, which means you have 30 days from the date you receive your order to request a return.

If you decide to return your purchase, you have the right to withdraw from the contract within 30 days without providing any reason, in accordance with applicable consumer protection regulations. 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.

Please do not send any products back before receiving our confirmation and return instructions.

The return address may vary depending on your location. We will provide the correct return address after your return request has been approved.

2. Return Conditions

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

• The product must be returned within 30 days of delivery.
• The item must be in its original condition.
• The product must be unused and without signs of wear, damage, dirt, or modification.
• For electric bikes, the mileage shown on the display must be less than 10 km.
• All original accessories and components must be included, including but not limited to:
  • Charger
  • Keys
  • Tools
  • Original packaging materials
  • Other items included in the package
• Proof of purchase must be provided.

Returns will not be accepted if the product shows signs of use or does not meet the above requirements.

Returns requested after 30 days from delivery will not be accepted.

3. Return Shipping Costs

Returns due to customer reasons

If the return is requested because of personal reasons (for example: changed mind, no longer needed, incorrect purchase, etc.), the customer is responsible for the return shipping costs.

The return shipping cost depends on the shipping company selected by the customer.

For non-quality-related returns, the following handling and shipping fees will be deducted from the refund:

• Electric bikes: €200 per unit
• Batteries: €100 per unit

Please note:

• Only unused batteries can be returned.
• Original shipping fees are non-refundable.
• Packaging costs are not covered by us.

Returns caused by product issues

If the product received is defective, damaged during transportation, or incorrect due to our mistake, we will provide appropriate solutions, including:

• Free replacement
• Free shipment of missing or damaged parts
• Partial refund
• Full refund (when applicable)

Customers will not be required to cover return shipping costs for confirmed quality issues.

4. Order Cancellation

If you wish to cancel or modify your order, please contact us as soon as possible.

Before shipment

Orders cancelled before shipment will be processed after confirmation.

A 5% processing fee may be deducted from the refund amount.

After shipment

Once the order has been shipped, cancellation is treated as a return.

The customer will be responsible for:

• Return shipping costs
• Applicable handling fees

For electric bikes, a €200 return shipping fee per bike will be deducted from the refund.

5. Damaged, Incorrect or Missing Items

Please inspect your order immediately after delivery.

If you receive:

• A damaged product
• The wrong product
• Missing accessories
• A defective item

Please contact us within a reasonable time and provide:

• Order number
• Photos or videos showing the issue
• Description of the problem

Our support team will evaluate the case and provide the most suitable solution.

Possible solutions include:

• Sending replacement parts
• Providing technical assistance
• Offering partial compensation
• Arranging replacement or refund when necessary

6. Non-Returnable Items

The following items cannot be returned:

1. Products purchased from unauthorized sellers.
2. Products damaged due to misuse, accidents, improper installation, or unauthorized modifications.
3. Customized or special-order products.
4. Free gifts or promotional items.
5. Accessories purchased separately, including but not limited to:
   • Fenders
   • Gift boxes
   • Rear racks
   • Bags
   • Helmets
   • Controllers
   • Phone holders
   • Air compressors
   • Waterproof covers
   • Locks
   • Mirrors
6. After-sales accessories purchased separately. Please confirm compatibility before placing an order.

7. Refund Policy

Once we receive and inspect the returned product, we will process your refund.

Refunds will be issued through the original payment method used for the purchase.

The refund amount may be adjusted according to the following situations:

Situation	Refund Solution
Product quality issue	Full refund or partial refund depending on the case
Wrong product received	Free replacement or full refund
Missing/damaged accessories	Free replacement parts or partial refund
Package lost or unable to be delivered	Reshipment or full refund
Customer cancellation before shipment	Refund minus 5% processing fee
Customer cancellation after shipment	Refund minus €200 shipping fee per bike
Customer refuses delivery	Return shipping fee of €200 or additional shipping cost for resend

8. Warranty and Repair Support

If you experience a product issue, please contact our support team first: service@engwe.eu

Please provide photos or videos showing the problem.

Our technical team will try to provide a solution remotely whenever possible.

If the issue cannot be resolved remotely, we may recommend repair through a local bicycle repair shop.

For approved repair reimbursement:

• A valid invoice from the repair shop must be provided.
• Handwritten invoices are not accepted.
• The reimbursement amount cannot exceed twice the value of the corresponding replacement parts.
• Replacement approval is limited to one time per part.
• We reserve the right to determine whether a problem is caused by a manufacturing defect or normal wear and tear.

9. How to Start a Return

To request a return or refund, please follow the steps below:

1. Contact our Customer Support Team

Please contact us at: service@engwe.eu

Please provide the following information:

• Order number
• Reason for return
• Photos or videos of the product (if applicable)

2. Return confirmation

Our team will review your request and provide the return instructions, including the return address and any requirements before sending the product back.

Please do not return the product without prior confirmation from our team.

3. Product inspection

Once we receive the returned product, our team will inspect its condition to confirm that it meets the return requirements.

4. Refund processing

After the return has been approved, the refund will be processed using the same payment method originally used for the purchase.

For example:

• Payments made by credit/debit card will be refunded to the original card.
• Payments made through PayPal will be refunded to the original PayPal account.
• Payments made through other payment providers will be refunded through the original payment channel.

Refunds cannot be issued to a different payment method or account.

The refund will usually be processed within 3 business days after the return is approved.

After the refund has been issued, the time required for the funds to appear in your account depends on your bank or payment provider. In most cases, the refund will be completed within 3 business days after processing.

Return Shipping Costs and Fees

Return shipping costs and any applicable fees may be deducted from the refund amount when the return is made due to customer preference, incorrect selection or other non-quality-related reasons.

If the return is caused by a defective product, incorrect item received, or a warranty-related issue, please contact our Customer Support Team for assistance.

Customer Support

For any questions regarding returns, refunds or warranty service, please contact: service@engwe.eu

Our Customer Support Team will be happy to assist you.