1. Overview

ENGWE warranty and after-sales support applies to eligible products purchased from Ecolymp and covers confirmed non-human-caused quality issues within the applicable warranty period.

Warranty coverage depends on the product model, part type, delivery date, issue cause, product condition and verification result.

This brand policy works together with Ecolymp’s general Return & Refund Policy, Warranty Policy and Shipping Policy.

2. Applicable Products and Regions

This policy applies to ENGWE electric bicycles and ENGWE electric bicycle accessories purchased from Ecolymp.

ENGWE delivery and after-sales support generally applies to supported EU member countries. Affiliated territories, islands and certain remote regions may be outside the standard delivery or return scope.

3. ENGWE Warranty Summary

ENGWE warranty support generally applies to confirmed non-human-caused issues within the applicable warranty period.

The warranty period is counted from the delivery or receipt date shown by the logistics tracking record, unless otherwise confirmed in writing.

4. Warranty Coverage Table

The following table summarizes the main ENGWE warranty coverage periods.

5. Returns and Quality Issue Handling

If your ENGWE product has a suspected quality issue, please contact Ecolymp Support before returning the product or arranging repairs.

The customer must provide relevant evidence, such as email screenshots, photos or videos of the defective product. After receiving the evidence, Ecolymp will review the case and provide feedback or handling suggestions as soon as possible.

If the product cannot be used due to a confirmed quality problem, and inspection after return confirms that the issue is genuine, Ecolymp may provide a suitable solution according to the applicable policy.

If inspection shows that the actual condition does not match the customer’s claim, related costs such as depreciation, freight or inspection costs may be the customer’s responsibility where permitted by applicable law.

Quality Issues Within 7 Days

Within 7 days from the delivery date, returns may be supported for serious non-human-caused quality problems, such as motor damage, battery damage, frame damage or multiple damages on the complete bike.

Other issues may be handled through replacement parts, repair support or other suitable solutions instead of full return.

After 7 Days

After the first 7 days, most quality-related issues will normally be handled through troubleshooting, replacement parts or repair support according to the applicable warranty period and issue type.

6. Wrong Shipment, Missing Accessories or Product Mismatch

If the product received is incorrect, missing accessories, or significantly different from the product description, please contact Ecolymp Support promptly with supporting evidence.

• Order number
• Tracking number
• Product model and color
• Photos of the package and shipping label
• Photos or videos of the received product and accessories
• Description of the missing, incorrect or mismatched item

For wrong shipment, missing accessories or product mismatch, the issue should generally be reported within 5 working days after the tracking information shows delivery.

After verification, Ecolymp may provide compensation, replacement parts, reshipment, return or exchange depending on the case and applicable policy.

7. Replacement Parts and Repair Support

During the applicable warranty period, ENGWE may provide free replacement parts for confirmed quality issues. Repair labor or related repair service costs may depend on the issue, product condition, local service availability and applicable policy.

If replacement parts or compensation have already been accepted as the solution, this may affect further return eligibility for the same issue, depending on the case, brand policy and applicable law.

If the issue falls outside warranty coverage, Ecolymp may still assist with paid replacement parts, diagnosis or repair guidance where available.

8. Return Instructions and Package Requirements

Please do not return any ENGWE product without Ecolymp approval. If a return is required, Ecolymp Support will confirm the correct return method and RMA process.

1. Clean the product before return. The bicycle should be cleaned thoroughly, especially the frame, handlebars, front and rear wheels and rear cover.
2. Return all accessories. Include the charger, tool kit, manuals, keys, accessories and original packaging where required.
3. Use the approved return method. Follow the return instructions confirmed by Ecolymp Support.
4. Attach the return label correctly. If a return label is provided, it should be clearly attached to the outer carton and cover the original shipping label where required.
5. Keep proof of handover. If you hand the package to a courier, keep proof of handover and tracking information.

9. Warranty Exclusions

ENGWE warranty does not normally cover issues caused by:

• Vehicle modifications using non-original parts.
• Violent use, intentional destruction, misuse or abuse.
• Traffic accidents, natural disasters, war, fire or similar external events.
• Water ingress, water immersion, flooding or moisture-related damage.
• Unstable voltage, incorrect charging or improper electrical use.
• Components beyond the applicable warranty period.
• Overloading or exceeding product weight limits.
• Failure to follow the user manual for operation, maintenance and care.
• Failure to drive safely according to local laws and regulations.
• False evidence, forged claim materials or inaccurate claim information.
• Unauthorized repair, disassembly or modification before support confirmation.
• Road certificate concerns where the product page or product nature has already made this clear.

10. ENGWE Shipping Policy

ENGWE products may be shipped from EU warehouses depending on product type, stock status and destination country.

Order Processing

For in-stock products, order processing normally begins within 2 working days after order confirmation, and shipment may be arranged on the next available working day. Pre-order and out-of-stock items follow the timing shown on the product page.

Delivery Scope

Shipping is available to most supported EU countries. Delivery to Switzerland, Norway, Turkey and island regions may not be supported.

Tracking and Order Changes

Once the order is shipped, tracking information will normally be sent by email. After shipment, changing address, delivery method, color or model may not be possible or may result in extra fees and delays.

If an order has already shipped, cancellation may not be possible. The order may need to follow the return process after delivery.

Return and Other Instructions

For Romania, Bulgaria, Croatia and Serbia, the delivery location may be relatively remote and logistics costs may fluctuate. Additional logistics fees may apply in some cases. Please contact Ecolymp support before placing an order or arranging a return so that we can confirm the applicable shipping or return cost.

11. Contact Support

For ENGWE warranty, return, shipping or replacement parts support, please contact Ecolymp Support before taking further action.