Return & Refund Policy

 Please review the following information to familiarize yourself with our return and refund policy, applicable to all accessories, electric scooters, and electric bikes purchased through our website.

1.  We offers a 15-day return policy, allowing you to request a return within fifteen (15) days of receiving your item.

2. Returns are not permitted beyond thirty (15 ) days from the delivery date.

3. To initiate a return, you must notify our customer service within thirty (15) days of receipt. Failure to contact customer service within this timeframe will result in your return being declined. Proof of purchase and photos of the item in its original packaging may be required to process your request. Returns sent without prior approval will not be accepted. Please note that we are not responsible for covering shipping fees for returns initiated by the customer.

4. For assistance with any return inquiries, please contact us at support@bike-scooter.com

5. Refunds: Once we receive and inspect the returned items, we will process your refund within 5 business days. You will be notified via email, and the refund will be issued to your original payment method. If the original payment method is an expired credit card, you may still request a refund from your card issuer. Please note that it may take your bank or credit card company 7-14 days to process the refund.

6. Return Address:  POLAND warehouse: Wrocław 50-001 / ITALY warehouse: Roma 00174 (Please contact the customer service team to select the fastest return address.)


Terms Product quality issues Accept full refund or partial refund with ENGWE
Received incorrect items Free exchange or full refund offered
Missing or damaged accessories Free accessory replacement or partial refund provided
Package undeliverable or lost Accept free resend or full refund
Order cancellation before shipment A 5% processing fee will be deducted from the total amount
Order cancellation after shipment A €200 shipping fee per bike applies (The final cost will depend on your chosen courier and be deducted from the refund.)
Refund for price difference 1. Partial refund for the price difference available within 7 days.
2. Not eligible for a refund after 7 days (a free gift can be provided instead).
Note: ENGWE reserves the right to organize and manage any promotional events.
Delivery address modification The delivery address can' t be changed once the bike has been shipped.
Package refusal by the customer €200 shipping fee or the customer needs to pay an extra €200 for resend.
Refund due to quality issues 1. Within 15 days: Free return or exchange for defective products. The €100 shipping fee is non-refundable.
2. Over 15 days: Return is not acceptable; Accept repair with Engwe guidance.
Must take a video or picture to show the issue of the bike before getting repaired.
Refund for non-quality-related reasons Only refund within 15 days: unworn, Unopened package, unused, or the e-bike must have less than ten (10) kilometers on the display, be free of any wear and tear, dirt, dust, fragrance, or any other signs of use and must be in the same packaging and condition that you receive it, and must include all items that were inside the box (e.g., charger, keys, hardware). We will deduct the restocking fee and shipping fee of €200/pc when we are making a refund for non-defective e-bikes/No-longer needed e-bikes. 
Note: we does not cover the cost of replacement packaging.
Quality Issues Reimbursement If you believe your item is defective and was purchased within one year from an authorized dealer, please contact us at support@bike-scooter.com. Provide photos or videos clearly showing the defects, as there may be a simple solution. Our support team will assist you with technical guidance.
If the issue cannot be resolved, we recommend taking the item to your local bike repair shop for repairs. We are willing to reimburse the cost of repairs for confirmed defects.
To be eligible for reimbursement, please note the following requirements:
i) A valid printed or digital invoice from the repair shop is required (handwriting invoices are not eligible);
ii) The reimbursement amount will not exceed twice the price of the corresponding parts used for the repair.
iii) We do not offer exchanges for parts that are damaged again. Only one replacement per part will be accepted. We reserves the right to distinguish between defective products and normal wear and tear.