ENGWE - Warranty Policy

ENGWE - Warranty Policy

1.Warranty and Guarantee

The warranty period for bicycle is as follows. If the customer finds non-human damage within the warranty period, we will send the replacement parts free of charge. 

After warranty period, the customer has to pay replacement parts and shipping fees. The bike which we sell are factory new regular products, all parts are the same as the original parts.

In order to facilitate customers to quickly solve the problem of accessories, the accessories purchased separately are sold at cost price; therefore, except for DOA, they are not covered by warranty.

Please kindly note: Second-hand ebikes and Modified ebikes are not covered by warranty.

2. Warranty coverage

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.

  1. 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 etrailz.sales@gmail.com
Step 3: We'll diagnose your problem and if it's clear what's wrong, we'll provide a solution.
Step 4: When comes to issues that can’t be diagnosed in the first place, we will send you the troubleshooting files, it will needs 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 detection videos or pictures.
Step 5: We will verify your order information and delivery address, and reissue the corresponding accessories to you.

  1. Contact US

Please email us through etrailz.sales@gmail.com.
We typically reply within 24 hours on business day.


We have a 7-day return policy, which means you have 7 days after receiving your item to request a return.

Returns are not allowed after 7 days of the delivery date.

To be eligible for a return, your item must be in the same condition that you received it, unworn, unused or the e-bike must have less than ten (10) kilometres on the display, it must include all items that were inside the box (charger, keys, hardware, etc.), and be in its original packaging.

Damages and issues

Please inspect your order upon and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

To start a return, you can contact us at etrailz.sales@gmail.com If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Engwe is not responsible for the shipping cost of the package returned by the customers themselves.

You can always contact us for any return question at etrailz.sales@gmail.com


  1. The damage is caused by human
  2. Special order
  3. Giveaways or free items
  4. Online sale accessories (including fenders, gift box, rack bag, helmet, controllers, phone mount, air compressor, waterproof cover, lock, rear view mirror etc.)
  5. Extra purchased accessories (If you purchase after-sales accessories from etrailz directly, please make sure it is the part you need before purchasing from us.)

Shipping and Handling fee for non-quality issue return:

1.E-bikes £200/pc for a return
2.Battery £100/pc for a return (Note: We only accept the return of unused batteries.)


Quality issues

Accept full refund & partial refund with ENGWE

Receive wrong goods

FREE to exchange or full refund

Damaged or missing accessories

Free to send accessories 

The package cannot be delivered or missing

Accept free resend or full refund

The customer cancels the order before the package is shipped

5% of the total amount will be deducted as a processing fee

The customer cancels the order after the package is shipped

Customers need to pay £200 shipping fee charge per bike(Deduct £200 when making refund)

About refund difference price

1. Partial refund of the difference price within 7 days

2. Not acceptable (can send free gift) over 7 days

Note: etrailz has the right to organize any event promotion

Change delivery address

Address can't be changed after the bike shipped out

Customers refuse to accept the package

£200 shipping fee or the customer needs to pay an extra £200 for resend

Quality Issues Refund

1. Within 30 days: Free return or exchange for defective products. Shipping fee £100 can not be refunded.

2. Over 30 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.

Non-quality Issues Refund

Only refund within 7 days: unworn, Unopened package, unused, or the e-bike must have less than ten (10) kilometres 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 (charger, keys, hardware, etc.).. 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. Etrailz doesn’t undertake the package box fee.

Quality Issues Reimbursement

If you believe your item is defective and was purchased within 1 year from our authorised dealer, please contact us at etrailz.sales@gmail.com, and provide photos or videos that containing the actual defects as there may be a simple fix for your problem. Etrailz support team could provide you with technical solutions.

If the issues still can not be resolved, we would recommend you bring the item to your local bike repair store for fixing, and we will provide reimbursement for the defectiveness.

Please note that to be eligible for the reimbursement,

i)valid print invoice/digital invoice of the repair shop (handwriting invoices are not eligible);

ii) the amount of reinbursement cannot exceed twice the price of the corresponding parts for the repair.

iii)We do not offer exchanges when parts are damaged again. Only one replacement per part will be accepted. Engwe reserves the right to determine between defective products and normal wear and tear.

  1. For returned e-bikes or batteries with our provided return label, our warehouse needs five business days upon receiving to confirm the e-bike or battery status.
    After we confirm that the returned item is consistent with the buyer's description, a refund will be issue within 1-2 business days.
    B.If you return the item by yourself, you need provide us with a picture of the delivery note, tracking number, and carrier name. After the package's logistics track shows delivery, we need five business days to confirm whether the package status is consistent with the buyer's description; we will refund you within 1-2 business days after confirmation.

If the model of the returned e-bike or battery is inconsistent with the order information, Etrailz cannot provide a refund;

If the condition of the returned e-bike or battery is inconsistent with the description before the return, a certain percentage of the amount will be deduct. The specific deduction ratio shall be deducted reasonably by Etrailz depending on the loss of parts.

For support, please contact us at etrailz.sales@gmail.com or via instore chat option.

Thank you for choosing eTrailz.