Return & Warranty (Engwe brand E-Bikes)

Warranty Policy

1.Warranty and Guarantee

The warranty period for E-Bikes is as follows - If the customer finds non-human damage within the warranty period, we will send the replacement parts free of charge. 
After warranty period, the customer has to pay for replacement parts and shipping fees. The E-Bikes which we sell are factory new products, all parts are original parts.

2.Warranty coverage

 

One or more 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 disassembling, repairing and/or modifying 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 under warranty , 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 issue.
Step 2: Send a short description of the problem, pictures or videos of issue, order number, platform of/proof of purchase to lebikesltd@gmail.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) Our chat with us or Contact us Page
2) Or Email: Please email us at lebikesltd@gmail.com and put ENGWE WARRANTY CLAIM in the subject line


We will contact you with an update as soon as Engwe update us.

 

Returns

Please contact us first before you return the product. Returns and refunds will only be accepted upon approval. We DO NOT accept return of the bike except for any unsolvable quality problem. We don’t accept returns of bikes for personal reasons.

If you notice any problems under the warranty with your bike, please contact us at lebikesltd@gmail.com with the following Information:  ORDER Number + Problem Type (Shipping/Quality/Other) in the SUBJECT section of your email

We also will require in the body of the email: Pictures/Short videos (up to 30 secs) of the problem(s) via attachment or a link to a video &/or images via Google Drive, Dropbox etc (for videos longer than 30 seconds or more than 3-4 images) and a brief description of the problem(s) along with the date of purchase.

Returns, Refunds and Restocking Fees. Engwe & L E-Bikes believes in the quality of its products and wants you to shop with us, with confidence. Please read the following carefully to understand our returns and restocking fee policy applicable to all components, accessories and ebikes.

  • Returns of New and Unused Items: We allow you to return any item in new and unused condition for a full refund with no restocking fee, only shipping charges. For all returns, return shipping charges are the responsibility of the recipient, unless we made a shipping error. We will issue a refund using the same payment method you used originally.
  • Returns of Used Items: Any items returned in a used condition may be returned after having the confirmation by writing to our service team by email：lebikesltd@gmail.com and takes a restocking fee in the amount of fifty percent (50%) of the purchase price. Items must be free of any damage. Electric bikes must have less than twenty (20) miles on the odometer.

Return Shipping Costs: You (the customer) will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. We recommend using a trackable shipping service and purchasing shipping. We cannot guarantee that we will receive the item you are attempting to return.

How to handle returns and refunds:

The user needs to take measures to initiate the return: please ensure that the vehicle does not affect the secondary sales, and contact the customer service within 24 hours after receiving the goods at lebikesltd@gmail.com

Application of returns and refunds:

Contact customer service directly before order delivery lebikesltd@gmail.com cancellation of order;

We cannot cut off or intercept the order after it has been sent out, nor can we stop it once it is already in the process of delivery.

Return and replacement policy after signing: please ensure that the vehicle does not affect the secondary sales, and contact the customer service within 24 hours after receiving the goods to return: lebikesltd@gmail.com ）

In the event a refund is the only outcome available: please contact customer service for refunds lebikesltd@gmail.com The refund shall be completed within 7 working days after the mutual agreement of both parties.

No Bike Shop Returns: Please note that each of our partner bike shops sets its own return and exchange policies and procedures. We do not accept returns of items purchased from bike shops. Please contact the place of purchase to discuss their return policy.

Refused Shipments – Flat Fee: If you refuse delivery of an order that you asked us to ship to you, we reserve the right to charge a fee per E-Bike to cover our shipping costs (this will be discussed before shipping). We cannot change, intercept, or cancel orders that have already shipped. If you refuse delivery, we will treat your order as a return if it arrives back to us and issue a refund for the purchase price via your original payment method, minus the shipping costs.

Battery Returns: Due to return shipping carrier restrictions, battery purchases are non-returnable. High-capacity lithium-ion battery shipping restrictions prohibit consumer's ability to return batteries via shipping carriers.

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