No non-defective 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.
- Starting from January of 2023, for non defective returns, we will charge 15% of the order value as restocking fee. This will affect all orders received after January 1st, 2023. 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. 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@engwe-bikes.com.
Thank you!
