Return Policy
Last updated: February 24, 2026
At ENGWE Spain (ELECTRIC MOBILE SL) we want you to be completely satisfied with your purchase. If for any reason you need to return a product, here is the step-by-step process.
1. Right of Withdrawal (30 days)
In accordance with EU Directive 2011/83/EU and Spanish Royal Legislative Decree 1/2007 (TRLGDCU), you have a minimum of 14 calendar days to exercise your right of withdrawal. ENGWE Spain improves this condition and offers you an extended period of 30 calendar days from receiving the product to exercise your right of withdrawal without the need for justification and without any penalty.
Deadline: 30 calendar days from the day you or a third party designated by you (other than the carrier) receives the product. The period starts at 00:00h on the day following receipt.
2. Withdrawal Form
To exercise your right of withdrawal, you may use the following model form (its use is not mandatory; any unambiguous statement is valid):
MODEL WITHDRAWAL FORM
(Only complete and submit this form if you wish to withdraw from the contract)
To: ELECTRIC MOBILE SL
Carrer de Vall D'Uixó 7, bajo izquierda, 46014, Valencia, Spain
Email: info@engwespain.es
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods:
Product: _______________________________________________
Order number: __________________________________________
Ordered on (*) / received on (*): __________________________
Name of consumer(s): ___________________________________
Address of consumer(s): _________________________________
Signature of consumer(s) (only if paper form): _______________
Date: _________________________________________________
(*) Delete as appropriate.
You may send this form by email to info@engwespain.es, by postal mail, or communicate your withdrawal by any other unambiguous means (including a phone call to +34 960 730 787). We will confirm receipt of your request without delay.
3. Return Conditions
Once withdrawal has been communicated, you have 30 days to return the product. For the return to be accepted without any reduction in the refund amount, the product must meet the following conditions:
✅ The product may have been unpacked and inspected in the same way as you would in a physical store (check appearance, finish, package contents).
✅ It must be in its original packaging, complete and in good condition (box, internal protections, bags).
✅ It must include all accessories, tools, manuals, and documentation that came with the product.
✅ All original labels and seals should be intact where possible.
⚠️ Important note on handling:
The consumer is only liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics, and functioning of the goods (Art. 107.2 TRLGDCU). If the product has been assembled, ridden, or shows signs of use beyond a reasonable inspection, we may apply a proportional reduction to the refund amount.
❌ Situations that may reduce the refund:
• The bicycle has been assembled and used outdoors (tire wear marks, scratches, dirt).
• The original packaging is significantly damaged or missing.
• Accessories, tools, or documentation are missing.
4. Step-by-Step Return Process
Notify us
Send an email to info@engwespain.es or call +34 960 730 787 with your order number and the reason for the return. We will confirm your request within 24-48 hours.
Receive instructions
We will provide you with the shipping address and, if applicable, a shipping label. We will advise you on how to properly package the product to avoid damage during transit.
Ship the product
Carefully pack the product in its original box and send it to the address provided. Keep the shipping receipt until we confirm reception.
Inspection and refund
Once we receive the product, we will inspect it within 3-5 business days. If it meets the conditions, we will process the refund.
5. Return Shipping Costs
| Reason for return | Who pays shipping? |
|---|---|
| Defective product or factory damage | ENGWE Spain (we cover the cost) |
| Shipping error (wrong product) | ENGWE Spain (we cover the cost) |
| Withdrawal / change of mind | The buyer |
6. Refund
Deadline: Maximum 14 days from when we are informed of your withdrawal decision. However, we may withhold the refund until we have received the returned product or you have provided proof of return, whichever comes first (Art. 107 TRLGDCU).
Method: The refund will be issued using the same payment method used for the original purchase.
Amount: The full product amount will be refunded, including original shipping costs (corresponding to the standard delivery option). If you chose a more expensive delivery option than the standard one, we will only refund the cost of standard delivery.
Financing (Klarna): If you paid via Klarna, the refund will be managed through Klarna according to their terms.
7. Defective or Transit-Damaged Products
If you receive a defective or transit-damaged product:
1. Take photographs of the product and packaging before fully unpacking.
2. Contact us within 48 hours of receipt by sending the photos to info@engwespain.es.
3. Our team will assess the case and offer a solution: repair, replacement, or full refund.
4. In case of return, we will arrange and pay for the product pickup.
8. Warranty vs. Return
| Return (withdrawal) | Warranty | |
|---|---|---|
| Period | 30 days from receipt | By component (1-36 months) |
| Condition | Unused, original packaging | Manufacturing defect |
| Solution | Refund | Repair, replacement, or refund |
For more details on warranty periods by component, see our Terms and Conditions (section 7).
9. In-Store Purchase Returns
For products purchased at our Valencia store, you may return them directly in-store under the same applicable conditions. Bring the product in its original packaging along with your purchase receipt or invoice.