Customer service is a top priority for us at Electric Ride Co. and we will do our best to fulfill your expectations at all times.
Electric Ride Co. is an authorized dealer and distributor for all the brands and products sold on this website. All of our products are covered by their manufacturer return/refund policies and warranty policies.
For a majority of our products, our return policy varies between 7 to 30 days depending on the brand of the item you order. Each manufacturer has its own policies and we have to abide by the manufacturer's return and refund policies as we are an authorized dealer for the brands we distribute. Please read the return policy below that applies to this product. Brand return policies should be read in conjunction with the Electric Ride Co. Return Terms below.
ENGWE Return Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
Returns are not allowed after 30 days of the delivery date.
To be eligible for a return, your item must be in the same condition that you received it, 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 in its original packaging. You’ll also need the original proof of purchase.
Damages and issues
Please inspect your order upon arrival 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@electricrideco.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.
NON-RETURNABLE ITEMS INCLUDE, BUT ARE NOT LIMITED TO:
- Product from Unauthorized Reseller
- The damage is caused by human
- Special order
- Giveaways or free items
- Online sale accessories (including fenders, gift box, rack bag, helmet, controllers, phone mount, air compressor, waterproof cover, lock, rear view mirror etc.)
- Extra purchased accessories (If you purchase after-sales accessories from Engwe directly, please make sure it is the part you need before purchasing from us.)
Refund Terms
Quality issues
|
Accept full refund & partial refund with pernission 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 making refund)
|
Change delivery address
|
Address can' t be changed after the bike is 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 of $150 cannot 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
|
1. Within 30 days: Free return or exchange for defective products. Shipping fee $150 cannot 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.
|
Quality Issues Reimbursement
|
If you believe your bike is defective and was purchased within 1 year from our authorised dealer, please contact us at support@electricrideco.com, and provide photos or videos that show the actual defect 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 bike to your local bike repair store for fixing, and we would like to 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.
|
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 tracking 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, Engwe 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 deducted. The specific deduction ratio shall be deducted reasonably by Engwe depending on the loss of parts.
Electric Ride Co. Return Terms
- To be eligible for a return, your item must be in the same condition that you received it, unused and in its original packaging.
- Returns may be requested by sending an email to support@electricrideco.com with your order number.
- If your return is accepted, we’ll send you instructions on how and where to send your package.
- Items sent back to us without first requesting a return will not be accepted.
- We do not charge restocking fees, but if our supplier does, this fee will be passed on to you. Supplier restocking fees vary from zero to 30% and can be viewed on the product page.
- If the return is for personal reasons, a 5% fee will be charged to cover our administration costs and merchant processing fees.
- If your order has shipped, you will be responsible for actual return shipping charges.
- Original shipping charges included in the purchase price of the product are non-refundable.
- We will refund the product price minus the applicable fees and charges.
- Refunds will be credited to the same payment method used when the original purchase was made.
- Please allow 5 business days for the refund to be processed once the item is delivered back to us.
Additional Information
- It is the customer's responsibility to return the merchandise in a new resalable condition. Refunds are only issued after returned items have been received and inspected.
- If a returned item gets damaged during the transportation, it is the customer's responsibility to file the claim with the carrier. No refund can be issued in this case.
- Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
- If you are approved, then your refund will be processed, and a credit will be automatically applied to the original method of payment.
Cancellations
- All cancelled orders are subject to a 5% cancellation fee.
- This fee covers administration costs and costs from our credit card processing company. Whenever we refund an order, we are not refunded our merchant card processing fees.
- If your order has not been shipped yet, this is the only fee you will incur.
- If your order has been shipped, the standard return procedure applies and more fees will apply like original shipping costs, return shipping costs, and restocking fees if any. We do not charge restocking fees, we only pass them on from our supplier.
Damages
Please inspect the packaging of your item(s) when they arrive, if you notice any damage you should make note of it when signing for delivery. If your item(s) do arrive damaged, please send photos to support@electricrideco.com and we will address the issue.
Defective Merchandise
All of our products are covered by their manufacturer warranty policies. The warranty information for each product can be found under the "WARRANTY" tab on the product page. Please let us know if you discover any manufacturer's defects and we will help you get parts or replace the product.
Please note that for returns of defective products, it is the customer's responsibility to repackage the product in the original packaging. Please make sure to keep the original packaging even if it has been damaged as the packaging can be patched up. If the customer has thrown away the original packaging then it is the customer's responsibility to repackage the product at their own cost.
Some of our suppliers may refuse returns if the original packaging has been thrown away.
Incorrect Product Specifications and/or Pictures
Product specifications are provided to us by our manufacturers and may not always be correct. Products may also vary from the displayed pictures, usually due to product improvements over time. Electric Ride Co. is not responsible for original or return shipping fees should the specs or pictures be different than the actual item. Please contact us if you need to confirm anything specific about the item before placing your order.
Exchanges
We do not offer exchanges. If you’d like a different item you will need to return the initial order and place a new order.
Contact Us
Have a question? Please contact us:
E-mail: info@electricrideco.com
Call: +1 (888) 897 0774