ENGWE - Warranty Policy

APEX GLOBAL HUB LTD (etrailz.co.uk) — Warranty & Returns Policy

1. Warranty & Guarantee

  • In-warranty period: Replacement parts free of charge if a manufacturing fault occurs within the specified period.

  • Post-warranty: Parts sold at cost; customer covers shipping.

  • Factory-new parts only: All components match original spec.

Excluded: Second-hand or modified e-bikes; consumables (tyres, saddles, grips, mudguards, etc.).

2. Warranty Coverage

Component Group Coverage Period What’s Covered
Frame & Fork 12 months Cracks, weld failures, structural defects
Handlebars, Stem, Seatpost 12 months Deformation, cracking under normal use
Tires 1 month Manufacturing defects only (not punctures, wear)
Brakes & Rotors 3 months Faulty workmanship (pads, lines, rotors)
Pedals, Racks, Fenders, Chainrings, Hubs, etc. 6 months Structural or fitment defects
Electronics 12 months Controllers, cables, display, brakes sensors
Lights 6 months Head/tail-light failures
Motor & Hall Sensors 12 months Burnout, magnet demagnetization, bearing failure
Battery & Enclosure 12 months Capacity < 60 %, power faults (prorated on remaining warranty)

3. How to Claim

  1. Document: Take clear photos/videos of the issue.

  2. Describe: Briefly explain the fault + include order #, purchase date.

  3. Submit: Email everything to etrailz.sales@gmail.com.

  4. Triage: We’ll respond within 24 hrs with next steps.

4. After-Sales Support

  • Free replacements: Shipped from UK warehouses during warranty.

  • DIY tutorials: Video guides and step-by-step support.

  • Tech advice: Available for the life of your bike.

5. Transport & Misuse

  • Transit damage: Report major damage to courier at delivery; minor scratches handled case-by-case.

  • Unauthorized repairs or misuse: Void warranty.

6. Returns & Exchanges

  • 7-day window: Request a return within 7 days of delivery.

  • Condition: Bike must be unused (< 10 km), in original packaging, with all accessories.

  • Restocking fee: £200/bike + original shipping deducted for non-quality returns.

  • Process: Email etrailz.sales@gmail.com for a return label and instructions.

7. Refunds & Reimbursements

Issue Type Remedy
Manufacturing defect (≤ 30 days) Full refund or exchange; return shipping fee (£100) retained
Manufacturing defect (> 30 days) Repairs only (no returns)
Wrong item shipped Free exchange or full refund
Missing/damaged accessories Free replacement parts
Customer-cancellation
• Before ship: 95 % refund
• After ship: 95 % refund minus £200 return fee
Change of mind Only within 7 days; “as-new” condition; £200 restock fee

Note: Engwe reserves the right to final interpretation of this policy.

8. Quality-Issue Reimbursement

If you pay out-of-pocket for a warranty repair within 12 months:

  1. Provide original repair-shop invoice.

  2. We’ll reimburse up to twice the genuine part cost.

  3. One replacement per part; subsequent damage treated as wear & tear.

9. Contact Us

Email: apexglobalhubltd@gmail.com
Live Chat: on etrailz.co.uk

We typically reply within 24 hours on business days.

Thank you for choosing APEX GLOBAL HUB LTD!