ENGWE Return and Refund Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

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
• and it must include all items that were inside the box (charger, keys, hardware, etc.), and in its original packaging.
• You’ll also need the original purchase proof.

Damages and Issues

Please inspect your order upon reception 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 support@wellnesswheels.co.uk. 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 support@wellnesswheels.co.uk.

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

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

Processing Time

A. 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 to 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, Wellness Wheels 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 return amount will be deducted. The specific deduction amount will bet determined by Wellness Wheels and Engwe.

If you confirm that you want to return and request return for a refund, you can contact with our support team for a return label, we will refund you after we received the returned parcel.