L20

• L20 E-bike : 1 unit
• 48V13Ah Lithium-Ion Battery : 1 Unit
• Battery Charger : 1 Unit
• Assembly Tools : 1 Unit
• Pedals : 2 Unit (1 Set)
• English User Manual : 1

Please note: The product you receive is based on the option you selected to order.

Shipping & Delivery

We offer FREE shipping on all qualifying orders to the UK, Europe, and the USA only. Once your order is placed, we’ll send you tracking details via email or WhatsApp as soon as your order is ready to be shipped. You can typically expect delivery within 7–10 business days.

Please note:

• Some models are available for shipping only in specific regions.
• For detailed shipping availability, refer to the product description on the respective product page.

*Note:
The estimated shipping time is only an estimation for domestic shipping time based on our experiences, and does not include processing time
.
● Processing Time: For "In Stock" products, it typically takes 1-2 business days for our warehouse to prepare for the shipping after the order is placed. The tracking information can take extra time to be updated after the tracking number is created. 

● Delivery Time: The final delivery time can vary and depends on your local carrier. You can typically expect delivery within 7–10 business days

---

Delivery Issues

Missed Deliveries

If your products are undelivered after an initial delivery attempt, our delivery partner will make at least one additional attempt.

• If unsuccessful, a notification card will be left at your address with instructions for collection, including the collection time frame.

Re-Delivery Policy

2. If delivery fails due to reasons attributable to the recipient, and the products are not collected within the specified timeframe, we may arrange for re-delivery upon request.
   • However, we reserve the right to charge the actual costs of re-delivery, even if the initial delivery was free.
     
     

Delivery Failure Examples:
Delivery issues deemed as your responsibility include, but are not limited to:

• (a) Providing an incorrect or incomplete delivery address/phone number.
• (b) Errors in the delivery address submitted.
• (c) Delivery addresses that are inaccessible or unsafe for delivery.
• (d) No secure location or person available to receive the delivery if in-person receipt is not required.
• (e) No person present to accept and sign for delivery if in-person receipt is mandatory.

If you encounter any problems with your delivery, please contact our customer support team using the contact information provided on our website. We are committed to resolving any issues promptly.

---

Return & Replacement

Damages and Issues

Please inspect your order upon delivery. For defective, damaged, or incorrect items.


Product Return & Changes Due to Quality Issues

1. Contact our customer service within 15 days of receiving the product to initiate a request

2. A verification process will be conducted to confirm any quality issues. If confirmed:

• We will provide a return shipping label at no additional cost to you.
• Upon receipt and inspection of the product at our warehouse, we will process a replacement or issue a refund if a replacement is unavailable.
  
  

Product Return & Changes Without Quality Issues

While product returns & changes without quality-related issues are generally not permitted, we recognize that exceptional circumstances may occur.

In such cases, we may consider accommodating your request as a courtesy, subject to applicable conditions and fees, which will be communicated to you in advance. Please Contact our customer service within 15 days of receiving the product to initiate a request.

The return process will only proceed upon your agreement to the terms.


🚨 Important Note:
If items are returned to the incorrect address without prior confirmation, resulting in loss or damage, you will be held responsible. Always contact customer service to confirm the process.

🚨NON-RETURNABLE ITEMS INCLUDE, BUT ARE NOT LIMITED TO:

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 fenders, 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 Engwe directly, please make sure it is the part you need before purchasing from us.)

---

Refund Policy

Situations :

Quality issues	Accept full refund & partial refund with 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
About refund difference price	1. Partial refund of the difference price within 7 days
	2. Not acceptable (can send free gift) over 7 days
	Note: Engwe has the right to organize any event promotion
Change delivery address	Address can' t be changed after the bike shipped out
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 guidance.
	Must take a video or picture to show the issue of the bike before getting repaired.
Quality Issues Reimbursement	If you believe your iten is defective and was purchased within 1 year from our authorised dealer, please contact us and provide photos or videos that containing the actual defects as there may be a simple fix for your problem. Our 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 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.