Warranty Service
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Warranty terms:
1.The warranty applies only to the original owner of the e-bike purchased through ENGWE online or in a physical shop.
2.The waranty period begins when the e-bike is received by the customerand ends immediatey upon expiration of the waranty period,sale or transfer
to another person.The limited warranty does not apply to any subsequent owner or assignee.
3.Replacement parts will e sent free of charge for non-man-made damage during the waranty period.After the waranty period hasexpired,the
customer is responsible forthe cost of replacement parts and shipping.
4.The bikes we sell are brand new regular products and all parts are identical to the original parts.
3.Failure caused by improper useor storage by the customer,or by accident.
4.Costs incurred by repairing at other repair shops without our consent.
5.Minor scratches or damage to the outer box of the accessory due to logistical problems are not covered by the warranty.
6.Please contact us and obtain wrtten approval before sending back any item.No refunds will be given for products returned without acceptance.
7.Warranty does not cover normal wear and tear of components.
8.Wearable parts le.g.tires,saddles,plastic parts,brakes,brake rotors,brake pads,brake lines,surface scratches,etc,)are not covered by the warranty.
How to apply for warranty
Step1:Take pictures or videos of the issue.
Step2:Send ashort description of the problem,a picture or video of the problem,theorder number,and the purchasing platform to service
@engwe-bikes.com.
Step 3:We will diagnoseyour problem and,ifit'sclear what the problem is,we'll provide a solution.
Step 4:When encountering a problem that canot be diagnosedfirst,we willsend youa troubleshootingfle,twilrequire you to testit according to
ourtesting method and provide us with the corresponding video or picture,we willgive you a solution after receiving the testing video or picture.
Step 5:We willverify your order information and shipping address and re-issue the appropriate accessories to you.
4.Contact Us
1)Tell:
+33805980036(EU)Working time:9am to 6pm (GMT+1),Monday to Friday.
+39800776809(EU)Working time:9am to 6pm (GMT+1),Monday to Friday.
+18442007117(U.S.)Working time:9 a.m.to6 p.m.(8 p.m.PST),Monday to Friday
2)Email:
Please email us at service@engwe-bikes.com.We usually replywithin 1working day.
One of the following conditions is not eligible for warranty:
1.Failure caused by the customer's failure to use,maintain and adjust in accordance with the instruction manual.
2.Failure caused by the customer's own disassembly,repair,modification,or failure to comply with the rules of use.
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