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 the warranty period, the customer has to pay for the replacement parts and shipping fees. The e-bikes we sell are factory new regular products, all parts are the same as the original parts.
In order to facilitate customers to quickly solve problems with accessories, the accessories purchased separately are sold at cost price; therefore, except for DOA, they are not covered by warranty.
Please note: Second-hand e-bikes and modified e-bikes are not covered by warranty.
Extended Warranty Service: You can purchase an extended warranty service on our website. When buying an E-bike or E-scooter, you can add this option in the Frequently Bought Together section on the product detail page. (Please note that the extended warranty must be purchased along with the product and cannot be bought separately.)
2. Warranty Coverage:
| Item | Parts | Guarantee time | Service |
| Basic parts | Frame | 12 months | Natural deformation, open welding, desoldering and fracture phenomenon, and quality problems caused by poor manufacturing can be replaced. Self-modification and collision damage are not guaranteed. |
| Front fork Components, Handlebars, Folding tubes, Saddle tubes | 12 months | Self-modification and collision damage are not Warranty. | |
| Tire | 1 months | If the tire is punctured by a sharp object, the warranty will not be given if there is a problem with the tire due to insufficient tire pressure, passing through a speed bump, a pit, etc. Only if there is a problem with the quality of the product received, it is within the scope of the warranty. |
|
| Saddles, Plastic parts,Round disc brake rotor,Brake pads, Brake cable | 3 months | There is no warranty for parts collision damage etc. Man-made damage, self-modification, and parts damaged by collision are not guaranteed. | |
| Kickstand, Fenders, Rear racks, Pedals, Grips, Cranks, Chainrings, Front hubs, Rear hubs, Chains, Ringer Shifters, Rear derailleur, Rear derailleur protective cover, Flywheel, Shock absorber, Bell, Horn, Lifting Lug, Connecting Rod Piece | 6 months | ||
| Electrics parts | Controllers, Chargers, Main/auxiliary cables, Display, Front and Rear brakes, Accelerators, Brake Levels, Pedal assistance Sensors | 12 months | Short circuit, burnout, and performance failures caused by poor manufacturing can all be replaced. Water ingress, artificially cutted cables, natural wear and tear of brakes, and man-made damage are not covered by warranty. |
| Headlights, Taillights | 6 months | ||
| Motor parts | Motor | 12 months | Coil phase loss, burning, magnetic steel demagnetization, falling off, wheel shaft deformation and other quality problems cannot be repaired) The warranty will not be given if the wheel hub is deformed due to insufficient tire pressure, speed bumps, pits, etc. |
| Motor hall, Motor bearing | 12 months | Hall wire burnt out, abnormal noise or rupture of bearing. | |
| Battery | Battery box, Battery top cover, Battery bottom cover, Battery | 12 months | It can be replaced due to faults such as poor contact, power failure, no power storage, and capacity below 60%. (Note: The warranty period of the battery will not be recalculated, and the replaced battery will be calculated according to the remaining date of the warranty period) No warranty replacement service will be provided for water or man-made damage. |
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.
How to Apply for Warranty?
Step 1: Capture a photo or short video clearly showing the issue.
Step 2: Email a brief description of the problem along with the photos or videos, your order number, and the platform of purchase to service@engwe.com.
Step 3: Our team will assess the issue. If the problem is evident, we will provide a solution promptly.
Step 4: For issues requiring further investigation, we will provide troubleshooting instructions. You’ll need to perform diagnostics as per our guidance and share corresponding photos or videos. Once received, we will offer a resolution.
Step 5: After verifying your order details and delivery address, we will ship the necessary replacement parts.
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 it comes to issues that can’tbe 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 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:
+39 800776809（English）Hours: 9 AM - 6 PM (GMT+1 Time), Mon - Fri,
2)Email:
Please email us through service@engwe-bikes.com
We typically reply within 1 business day.
