Engwe Returns and Warranty Policy
REFUND POLICY
No return after 14 days of receiving.
To be eligible for a return:
- The item must be unused, free from dirt, dust, or any fragrances, and in the same packaging and condition that you received it.
- Subject to a 25% restocking fee. The customer pays to ship both ways.
Non-returnable items:
- Batteries
- Special orders
- Gift cards
- Gifted order
Before a return is sent, the customer must have written approval of said return from Engwe. Please contact us at Service@urbanelectricbike.com. If a customer sends a return without the written consent of Engwe a refund will not be issued and the customer will have to pay the shipping to get the item returned, or, sacrifice the item.
Customers will only be charged once at most for shipping costs (this includes returns); No-restocking to be charged to the consumers for the return of the product.
Refunds, Exchanges, and Store Credits:
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your return.
If you are approved, then your refund, exchange or store credit will be processed. For refunds, a credit will automatically be applied to your credit card or original method of payment, within 2-5 days. We do offer exchanges within the US, but we don't offer any exchanges for international orders, however, you can receive a refund or store credit, so you can replace the order for the item you would like in exchange. Exchanges will typically ship the next business day after your return is processed. Returns received Friday-Sunday will ship out Monday. If a store credit is requested, a promo code will be issued to you via email. Your store credit is easily applied during checkout of your next order.
Late or missing refunds:
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please email us at Service@urbanelectricbike.com.
Thank you!
WARRANTY
Warranty Info
Every Engwe eBike is covered under our manufacturer's one-year all-inclusive warranty for the original owner against all manufacturing defects. If you purchased a bike and had it then shipped to another country, parts will only be sent to the country in which the bike was originally sent. Engwe bikes warrants this product, including all individual components against defects in material or workmanship as follows:
Engwe Limited 1-Year Warranty
Engwe’s bicycle components including frame, forks, stem, handlebar, headset, seat post, saddle, brakes, lights, bottom bracket, crankset, pedals, rims, wheel hub, freewheel, cassette, derailleur, shifter, motor, throttle, controller, wiring harness, LCD display, kickstand, reflectors and hardware are warranted to be free from manufacturer defects in materials and/or workmanship for a 1 year period from the date of original purchase. Wear and tear is not covered under warranty. Engwe’s lithium-ion batteries are warranted to be free from manufacturing defects in materials and/ or workmanship for a 1 year period from the date of original purchase. The battery warranty does not include damage from power surges, use of an improper charger, improper maintenance or other such misuses, normal wear or water damage.
What Will We Do To Correct Problems With Your Bike?
If a component is deemed to be defective or damaged without user error we will issue a replacement part. We will assist you in replacing any defective part. We will replace any parts deemed to have been damaged during shipping. We will provide the owner with a replacement product if the product can not be repaired after a reasonable number of tries as determined by Engwe.
What Will We Not Do?
Engwe will not replace any part without first seeing photos or video of the damaged part. We will not offer a warranty service to second owners. We will not replace any part damaged by the user. We will not pay for any third party service or part replacement unless agreed upon prior to the fix. We will not pay for return shipping on any damaged or defective product or component. Engwe will not cover any damage that may occur during shipping if the owner sets up their own shipping option or if the bike is shipped using a freight forwarder or similar service.
Terms of Warranty
This warranty only applies to the original owner of an Engwe bicycle. This warranty is expressly limited to the replacement of defective parts at the sole discretion of Engwe. This warranty does not cover any damage or defects resulting from failure to follow instructions in the owner’s manual, acts of god, accident, misuse, neglect, abuse, commercial use, alterations, modification, improper assembly, wear and tear, installation of parts or accessories not originally intended or compatible with the bicycle as sold, operator error, water damage, extreme riding, stunt riding, or improper follow-up maintenance. Only in extreme cases will an entire replacement bike be issued, in these cases the original bike may have to ship to the Engwe facility for inspection/repairs before a new bike is sent out. If repairs can be made, a new bike will not always be sent. This warranty does not include consumables or normal wear and tear parts (tires, tubes, brake pads, cables and housing, grips, chain, spokes). Engwe will not be liable and/or responsible for any damage, failure or loss caused by any unauthorized service or use of unauthorized parts. Shipping damage must be reported to Engwe within a reasonable amount of time after shipment arrival. In no event shall Engwe be responsible for any direct, indirect or consequential damages, including without limitation, damages for personal injury, property damage, or economic losses, whether based on contract, warranty, negligence, or product liability in connection with their products.
Claims
All claims to this warranty must be made through Engwe. Proof of purchase may be required with any warranty request. Before making a warranty claim, we suggest that you contact our Technical Support team at Service@urbanelectricbike.com as there may be a simple fix for your problem. Valid warranty claims will be processed through Engwe within one year of initial purchase. Warranty claims may be submitted to Service@urbanelectricbike.com.
Shipping Damage Claims
IMMEDIATELY inspect your product(s) for damage. Freight damage claims are extremely time-sensitive. We will not accept freight damage claims later than 14 days from receipt of the product. Note any damage to your product(s) on the Bill of Lading before you and the driver sign-off on the shipment. Take pictures of any damage that is found, and date the images when possible. Keep all packaging and paperwork until the inspection process is complete. Report damage claims within 14 days of delivery to an Engwe’s customer service representative. Please contact our technical support team for return/ replacement instructions at Service@urbanelectricbike.com.
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 return of the bike for personal reasons.
If you notice any problems under the warranty with your bike, please contact us at Service@urbanelectricbike.com with the Following Information:1. Platform of the purchase, such as Amazon, Brand Store, etc. (If purchased on Amazon, please also include the seller name on your order)
2. Order number
* To ensure we provide you the fastest service, please include ORDER Number + Country + Problem Type (Shipping/Quality/Other) in the SUBJECT section of your email
For example, if you are from United States, and you have a question about your shipping status, the SUBJECT of your email would be: EW123xxxxx456CN, US, Shipping.
3. The email and shipping address you used when the order was placed
4. Pictures/Short videos of the problem(s) and a brief description of the problem(s)
Refund
Once we received your returned product, it takes 3-5 business days for us to process your refund. All refund will be processed through Paypal. If you made payment with credit card when place order, please let us know your Paypal account for the refund purpose.
Credit Card Chargebacks
If for any reason a credit card chargeback of any amount is an issue on an order and the customer is still in possession of the product(s) within said order, the warranty will be paused until the chargeback is resolved.
R-E-S-P-E-C-T Find Out What It Means To Us
We pride ourselves in being nothing but respectful, kind, patient, friendly, and all other pleasant terms that could fit in the mix, and it is critical that those things are returned to our team by customers. We understand that often times when you call/ email customer support it is because something may have gone wrong or there is an issue (which is the worst!). We also understand that oftentimes these potential issues cause frustration and even sometimes anger, but, we will NOT tolerate rude/ vulgar language towards our staff. We will offer a warning if this occurs, after that, we do reserve the right to refuse service, terminate accounts, issue refunds, void warranties, or cancel orders at our sole discretion. If this decision is made it is final and cannot be undone.