Warranty Policy
The warranty period for bicycles 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.
Warranty coverage
Basic parts
Frame : Guarantee Time: 12 months:
Natural deformation, open welding, desoldering and fracture phenomenon, and quality problems caused by poor manufacturing can be replaced. Self-modification and collision damage are not guaranteed.
Front fork Components, Handlebars, Folding tubes, Saddle tubes: Guarantee Time: 12 months:
Self-modification and collision damage are not Warranty.
Tire: Guarantee Time: 1 month:
If the tire is punctured by a sharp object, the warranty will not be given if there is a problem with the tire due to insufficient tire pressure, passing through a speed bump, a pit, etc. Only if there is a problem with the quality of the product received, it is within the scope of the warranty.
Saddles, plastic parts, brakes, brakes rotors,brake pads, brake lines: Guarantee Time: 3 months:
There is no warranty for parts collision damage etc. Man-made damage, self-modification, and parts damaged by Pedals, Grips, Cranks, collision are not guaranteed.
Bracket, Fenders, Rear racks, Chainrings, Front hubs, Rear hubs, Chains, Ringer Shifters, Rear derailleur, Rear derailleur protective cover, Flywheel, Shock absorber, Bell, Horn, Lifting Lug, Connecting Rod Piece: Guarantee Time: 6 months:
There is no warranty for parts collision damage etc. Man-made damage, self-modification, and parts damaged by Pedals, Grips, Cranks, collision are not guaranteed.
Controllers, Chargers, Main/auxiliary cables, Display(LCD screen), Front and Rear brakes, Accelerators, Brake Levels, Pedal assistance Sensors: Guarantee Time: 12 months:
Short circuit, burnout, and performance failures caused by poor manufacturing can all be replaced. Water ingress, artificially cutted cables, natural wear and tear of brakes, and man-made damage are not covered by warranty.
Headlights. Taillights : Guarantee Time: 6 months
Motor, Motor hall, Motor bearing: Guarantee Time: 12 months:
Coil phase loss, burning, magnetic steel demagnetization, falling off, wheel shaft deformation and other quality problems cannot be repaired) The warranty will not be given if the wheel hub is deformed due to insufficient tire pressure, speed bumps, pits, etc. Hall wire burnt out, abnormal noise or rupture of bearing Battery box,
Battery top cover, Battery bottom cover, Battery: Guarantee Time: 12 months:
It can be replaced due to faults such as poor contact, power failure, no power storage, and capacity below 60%.(Note: The warranty period of the battery will not be recalculated, and the replaced battery will be calculated according to the remaining date of the warranty period) No warranty replacement service will be provided for water or man-made damage
# 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.
3.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 service@engwe-bikes.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.
Shipping Policy
Electric Sports Company's goal is to keep the fulfillment process as simple as possible. Shipping times vary from 1-3 business days, if in stock and delivery times varies between 3-10 business days if your product is in stock.
Select Electric Bicycles can have extended lead times if they are located overseas and not in stock in the US.
Select Electric Skateboards can have extended lead times if they are located overseas and not in stock in the US.
Select Electric Scooters can have extended lead times if they are located overseas and not in stock in the US.
Electric Sports Company will send you automated tracking updates once we receive the tracking number for your order. You can also track your order by clicking TRACK MY PACKAGE .
Order Confirmation:
You will receive an order confirmation email as soon as you place your order. This means that we have authorized your credit card for the purchase and are preparing your order for shipment.
As soon as we receive your order, we automatically contact our warehouse to confirm that it is in stock and available for immediate shipment.
If your item is on backorder or unavailable, we will contact you via email.
If your item(s) are available for immediate shipment, we will process the charges and submit the order for shipment.
Order Shipment:
If your order is in stock and your credit card is approved by our fraud guarantee department, the bike ordered will ship within 1-2 business days from the date of your order.
We will send you the tracking information within 24 hours to the email address you provided when checking out.
We ship daily via UPS Ground, Fed Ex Ground, and Freight to the lower 48 states.
Some parts orders and freight shipments are subject to ship the following business day if the order is placed close to the 1pm cut off time.
Shipping costs are included with any unit going ground to the lower 48 states.
AK & HI ship by AIR at additional cost.
A phone number is required by the freight company so a delivery appointment can be made.
Failure to provide this at the time of order may cause a delay in delivery as freight items will not be delivered without an appointment.
Cancellations & Refunds:
All orders canceled after 48 hours are subject to a $20 administration fee, whether or not your order has shipped. If you order has shipped, you (the buyer) will also be responsible for the actual return shipping charges. Refunds will only be issued to the original credit card that you use when placing your order. Depending on the manufacturer there could be a 15% restocking fee this is a fee the manufacturer charges us because the items are custom assembled before each shipment to ensure quality control and safe packaging. Please read each individual manufactures return policy, click here.
Backorders:
From time to time, a bike may run out of stock at our warehouse In that case, we will send you an email right after you place your order notifying you of the backorder, what the expected time for arrival is, and what substitutes are available in case you are interested in getting a bike sooner.
The expected arrival time may change due to unforeseen circumstances like a shipment getting held up at the port upon arrival or the factory missing a certain part needed to complete the manufacturing process.
If the arrival time changes on your order, you can let us know whether you would like to keep the order, substitute for a different electric bike, or cancel the order altogether.
Once back orders arrive, we will notify you by email with your estimated ship date and you will receive an email with tracking information within 1-3 business days.
** Shipping damage:**
Should your item arrive with damage that is a direct result of the assigned shipping carriers mishandling, Please follow the instructions below to take photos of damaged package, and contact costumer service at Electric Sports Company
at 866 485 3223 or thru email orders@electricsportscompany.com
HOW TO HANDLE DAMAGES AT TIME OF PRODUCT DELIVERY (CARTON PACKAGING APPEARS TO HAVE DAMAGE SUCH AS RIPPED, HOLES, LARGE DENTS, OPEN CARTON, OR ITEMS ARE MISSING):
Carton damage requires visual inspection of contents of the unit.
Electric Sports Company recommends IMMEDIATE inspection, with driver present, to verify damage. If contents are damaged, indicate damage on carrier’s paperwork and notify Electric Sports Company immediately.
IMPORTANT: If contents cannot be inspected immediately, notation on carrier’s paperwork must state:“Carton damage, subject to inspection” and list type of damage.
Contents must be inspected within 48 hours of arrival and actual damage reported to the carrier
Refuse shipment
Sign carrier paperwork: “Carton damaged and refused”
Notify Electric Sports Company immediately.
Required Photos for Damage Claim
- A photo of the packaging material used inside box (e.g. bubble wrap, Styrofoam peanuts, cardboard dividers, etc.)
- A close-up photo of the shipping label with tracking number (please zoom in enough to read the tracking number which usually begins with 1Z)
- Two photos displaying all sides of the package (1 photo should display the top and 2 sides, the 2nd photo should display the bottom and the opposite sides).
Exway Return Policy
With our simple returns process, you can shop online worry-free.
If you have any problems with your product, please email us at returns@electricsportscompany.com or call us at (866)485-3223.
Quality issues: Accept full refund & partial refund with permission from Engwe
Receive wrong goods: FREE to exchange or full refund
Damaged or missing accessories: Free to send accessories or accept a partial refund
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 $300 shipping fee charge per bike (Deduct $300 when shipped making refund)
Change delivery address: Address can't be changed after the bike shipped out
Customers refuse to accept the package: $300 shipping fee or the customer needs to pay an extra $300 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
Must take video or picture to show the issue of the bike before getting
repaired.
Non-quality Issues Refund:
Only refund within 30 days: unworn, Unopened package, unused, or the ebike must have less than ten (10) kilometers on the display, be free ofany wear and tear, dirt, dust, fragrance, or any other signs of use and
Non-quality Issues Refund 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 shipping fee of $300/pc when we are making a refund for non-defective e-bikes/No-longer needed Engwe 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 authorized dealer, please contact us at info@electricsportscompany.com, and provide photos or videos that containing the actual defects as there may be a simple fix for your problem. Engwe 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 would like to provide reimbursement for the defectiveness.
Please note what will be eligible for the reimbursement,
i)valid print invoice/digital invoice of the repair shop (handwriting invoices are not eligible);
ii)the amount of reimbursement 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.
CANCELLATIONS:
You can cancel your order free of charge up to 24 hours after the order was placed and if the order has not been physically shipped. If your order has been shipped, Standard Return Policy applies. All orders placed through our Sites are subject to our acceptance. The receipt of an order confirmation means that your order request has been received. It does not constitute our acceptance of an order or our confirmation of an offer to sell a product. We explicitly reserve the right not to accept any order for any reason, with no further obligation to you. We may cancel orders or parts of an order for various reasons, including, but not limited to, the following:
The item(s) has become unavailable or your order exceeds our limitations on quantities available for purchase We are having difficulty processing your payment information We are unable to ship to the address providedThe order is flagged by our security systems as unusual or an order susceptible to fraud There was an error in the pricing, product description or other relevant information on the SiteIf your order is cancelled, you will receive notice via email. You will not be billed for any cancelled items. If your order is cancelled after your credit card or other payment instrument has been charged, we will issue a credit to the relevant account in the amount of the charge. Once an order is cancelled, it cannot be reprocessed and must be submitted again through a separate transaction on the Sites. If you are interested in purchasing items similar to those unavailable, you may contact Customer Service for recommendations.
Shipping damage:
Should your item arrive with damage that is a direct result of the assigned shipping carriers mishandling.
IMMEDIATE inspection, with driver present, to verify damage. If contents are damaged, indicate damage on carrier’s paperwork and get drivers signature and notify returns@electricsportscompany.com (866) 485-3223 immediately.
Please inspect the item for any visible damages upon delivery as any damage must be noted on the delivery receipt in order to be eligible for damage claims.
Do not refuse the shipment. Please notify our Customer Service Department immediately after delivery if damage has occurred.
Reported immediately after delivery returns@electricsportscompany.com, (866)485-3223 and submit the necessary photos are provided (see below).
- A photo of the packaging material used inside box (e.g. bubble wrap, Styrofoam peanuts, cardboard dividers, etc.)
- A close-up photo of the shipping label with tracking number (please zoom in enough to read the tracking number which usually begins with 1Z)
Two photos displaying all 6 sides of the package (1 photo should display the top and 2 sides, the 2nd photo should display the bottom and the opposite sides).
Backorders:
If your item is on backorder and you accept the backorder, we will hold your payment until the order ships. If you decide to cancel before a backorder arrives and has not been processed for shipping, we will not charge a fee. Unfortunately, we cannot accept returns on sale items or gift cards. Any part, which has been installed or shows signs of attempting to be installed on a bike is non-returnable. Open box items for which the packaging has been destroyed are not returnable. We reserve the right to refuse returns of any merchandise that does not meet the above return conditions in our sole discretion.
