ENGWE X24 1200W(Peak) 93Miles Triple Suspension Foldable E-bike

We offer Fast & Free Shipping on all products over $99 in the contiguous United States and other countries (see the "SHIPPING" tab on each product page for details). We ship daily from domestic warehouses via FedEx, UPS, DHL, DPD, TNT and freight. We do not ship to Alaska, or Hawaii, or any of the U.S. territories

Order processing and handling time usually varies from 1-3 business days. Once your order has been shipped, transit time varies between 1-5 days. Estimates of shipping times for each product can be viewed in the “SHIPPING” tab on the product page.

NOTE: Shipping times are an estimate and cannot be guaranteed. You may need to assume a few extra days depending on the current shipping environment and the nature and size of the products sold through our site. It is a high priority for us to get your package to you ASAP.

Feel free to contact us by phone at 617-863-7433 or email us at info@e-rideandroll.com with any questions.

Shipping Process
Order Confirmation
As soon as you place your order, you will receive an order confirmation e-mail. This means that we have received your order in our system and pre-authorized your credit card for the purchase.
As soon as we receive your order, we automatically reach out to our suppliers to confirm the item is in stock and available for immediate shipment.
If your item is on backorder or unavailable, we will notify you via e-mail.
If your item(s) are available for immediate shipment (within 5 business days), we will process the charges and submit the order for shipment.
Order Shipment
If your order is in stock and we process the charges to your credit card, it will usually ship within 1-3 business days from the date of your order.
We will send you tracking information as soon as your order leaves the warehouse to the e-mail address you provided when checking out.
If you do not receive tracking information from us within 5 business days of your order, feel free to follow up with us at info@e-rideandroll.com.
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 and take photos. If your item(s) do arrive damaged, please send photos to info@e-rideandroll.com and we will process a claim on your behalf.

Customer service is a top priority for us at E-Ride and Roll.  We will do our best to fulfill your expectations and concerns.  We believe in treating our customers the way we want to be treated.  

E-Ride and Roll is an authorized dealer and distributor for all the brands and products sold on this website. All of our products are covered by the manufacturer’s return/refund policies and warranty policies. Our policies must coincide with our suppliers and we must abide by the manufacturer's return and refund policies.

For a majority of our products, our return policy for ENGWE Products is up to 30 days. Please read the return policy that applies to the product you select. It is located under the “RETURN POLICY” tab on the product page.

ENGWE Return and Refund Policy

RETURN

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, unworn, unused or the e-bike must have less than ten (10) kilometers on the display.  The return 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 returns@e-rideandroll.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.

 You can always contact us for any return questions at returns@e-rideandroll.com.

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

1. Product from Unauthorized Reseller

2. The damage caused by humans.

3. Special/custom orders

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 correct part before purchasing)

 Shipping and Handling Fee for non-quality issue return

For returned items, we will need 3-6 business days upon receiving your item(s) to process the solution.

After this time, we will refund within 3 business days.

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please understand it may take time for your bank or credit card company to process and post the refund too. If you confirm the returned bike is delivered, you can contact Engwe for quicker handling process.

How can I get a refund?

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

E-Ride and Roll 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 info@e-rideandroll.com with your order number (unless you choose to directly contact the manufacturer yourself).
• 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 pages.
• 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 5-10 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 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@e-rideandroll.com and we will process an insurance claim on your behalf.

Defective Merchandise

All of our products are covered by their manufacturer’s 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 the appropriate parts or replace the product.

Exchanges

We do not offer exchanges. If you’d like a different item (different size / color / model, etc.) you will need to cancel or return the initial order and place a new order.

Contact Us

Have a question? Please contact us:

E-mail: info@e-rideandroll.com
Call: 617-863-7433

Price Match
We work hard to ensure we offer the absolute best prices online. If you find another online store that offers a lower price than us, within six months of your purchase date, please let us know and we will refund your original payment for the difference. We want you to feel confident you are getting the absolute best price for the product you are ordering. If you find our own website has a lower price for the same item you have ordered, within six months of your purchase date, we will refund the difference as well.

To request your partial refund simply e-mail us a link to the same product on our website, or on our competitor's website within six months from the date of your order and we will process the credit accordingly.

Our 100% Price Guarantee has some limitations:

You must purchase the item from our website before requesting your Price Match Guarantee.
Promotions such as rebates and buy one, get one free offers are not eligible.
The item must be in stock on the competitor's website.
The competitor must be an online store, they may not have a retail location.
The website cannot be a discounter or auction website (ie; eBay, overstock, etc.).
The competitor must be an Authorized Retailer of the product in question.
The Price Match Guarantee includes the item price and the shipping charges. It excludes sales tax.

1.Warranty and Guarantee

The warranty period for bicycle 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.

2.Warranty coverage

BASIC PARTS

- FRAME (12 MONTHS)- Natural deformities, 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 (12 MONTHS)- Self- modification and collision damage are not Warranty.

- TIRE (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 (3 MONTHS) AND BRACKET, FENDERS, REAR RACKS, PEDALS, GRIPS, CRANKS, CHAINRINGS, FRONT HUBS, REAR HUBSM CHAINS, RINGER SHIFTERS, REAR DERAILLEUR, REAR DERAILLEUR PROTECTIVE COVER, FLYWHEEL, SHOCK ABSORBER, BELL, HORN, LIFTING LUG, CORRECTING ROD PIECE (6 MONTHS)- There is no warranty for parts collision damage etc., Man-made damage, self-modification, and parts damaged by collision are not guaranteed.

ELECTRIC PARTS

-Controllers, Chargers, Main/Auxiliary cables, Display (LCD screen), Front and Rear Brakes, Accelerators, Brake Levels, Pedal Assistance Sensor (12 months), and Headlights Taillights (6 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.

MOTOR PARTS

-Motor (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.

- Motor hall, Motor bearing (12 months)- Hall wire burnt out, abnormal noise or rupture of bearing.

BATTERY

Battery box, Battery top cover, Battery bottom cover, Battery (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.

4.Contact US

1)Tell: +33 805980036（EU）Hours: 9 AM - 6 PM (GMT+1 Time), Mon - Fri, 

+1 8442007117（US）Hours: 9 AM - 6 PM (PST-8 Time),Mon - Fri

2)Email:
Please email us through service@engwe-bikes.

We typically reply within 1 business day.