No return after 14 days of receiving our products.
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 has to pay the return fees for shipping.
Non-returnable items:
- Batteries
- Accessories
Before a return is sent, the customer must have written approval of said return from Engwe. Please contact us at customer@engwe-bikes.au. 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.
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 customer@engwe-bikes.au.
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 within 5 business days yet, please email us at customer@engwe-bikes.au
If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.
If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.
Thank you!
