Terms and Conditions
Last updated: February 24, 2026
1. Seller Identification
Company name: ELECTRIC MOBILE SL
Tax ID (CIF): B10893584
Address: Carrer de Vall D'Uixó 7, bajo izquierda, 46014, Valencia, Spain
Phone: +34 960 730 787
Email: info@engwespain.es
Website: www.engwespain.es
Physical store: Valencia, Spain
2. Scope of Application
These Terms and Conditions govern purchases made through www.engwespain.es and at our physical store in Valencia. By placing an order, you declare that you are at least 18 years of age and fully accept these terms.
These terms apply exclusively to products purchased directly from ELECTRIC MOBILE SL. We are not responsible for ENGWE brand products purchased on other platforms (Amazon, eBay, Wallapop, or others). If you purchased an ENGWE product on another platform, please refer to that seller's terms and conditions.
3. Purchase Process and Contract Formation
The display of products on our website does not constitute a binding offer, but rather an invitation to purchase. The sales contract is concluded only when you receive our order confirmation by email.
We reserve the right to reject or cancel any order for legitimate reasons, including errors in product information, availability issues, or suspicion of fraud.
4. Information Accuracy and Errors
IMPORTANT NOTICE: We strive to keep all information on our website accurate and up to date. However, unintentional errors may occur. By making a purchase, you accept the following conditions:
4.1. Photographs and descriptions: Product images are for reference only and may not exactly reflect the final product (color variations, included accessories, packaging, etc.). Technical specifications may contain inaccuracies or be outdated. In case of discrepancy, please contact us before placing your order.
4.2. Pricing errors: In the event of an obvious pricing error (a price disproportionately lower than the actual market value), we reserve the right to:
a) Not confirm the sale and notify you of the error.
b) Offer you the product at the correct price, even if you have already received an automatic confirmation email.
c) If you do not accept the correct price, issue a full refund of the amount paid within a maximum of 14 days.
d) Receipt of an automatic confirmation email does not prevent the correction of obvious errors. ELECTRIC MOBILE SL will notify any error within a maximum of 48 hours.
4.3. AI-powered virtual assistant (chatbot): Our website includes an artificial intelligence-based virtual assistant that provides information about products, availability, and pricing. Please note that:
a) The virtual assistant is a support tool and may make errors in its responses, including incorrect information about prices, availability, technical specifications, delivery times, or purchase conditions.
b) Information provided by the chatbot does not constitute a binding offer and does not modify these Terms and Conditions.
c) The definitive terms of any purchase will be those confirmed during the order process and in the confirmation email, except in cases of obvious error as described in sections 4.2 and 4.4 of these Terms.
4.4. Coupons and discounts generated by the chatbot: If the virtual assistant generates an erroneous coupon or discount (excessive discount, incorrect application, etc.), we reserve the right to:
a) Cancel such coupon without prior notice.
b) Contact you to offer alternative terms, even after you have received an order confirmation email.
c) If you do not accept the new terms, issue a full refund of the amount paid.
d) A coupon or discount is only considered definitively valid when the order has been shipped or delivered. Receipt of an automatic confirmation email does not prevent the correction of obvious pricing errors.
e) ELECTRIC MOBILE SL commits to notifying any detected error within a maximum of 48 hours from order confirmation.
5. Prices and Payment Methods
All prices include VAT. Accepted payment methods are:
Online purchases:
• Credit/debit card: Visa and Mastercard, processed through secure SSL-encrypted payment gateways.
• Klarna: financing and installment payment options subject to Klarna's terms.
• Bank transfer: the order will be processed once payment is received. Bank details will be provided during the checkout process.
In-store purchases (Valencia):
• Credit/debit card: Visa and Mastercard.
• Cash.
• Financing: consumer credit through Cetelem or Santander Consumer, subject to approval and the terms of the financial institution.
6. Shipping and Delivery
Delivery areas: Mainland Spain, Balearic Islands, Portugal, and the European Union.
Free shipping: for orders over €200 to mainland Spain.
Delivery times:
• Products in stock: 1-3 business days (mainland Spain).
• Products on order: 5-10 business days.
• Shipments to Portugal and EU: 5-15 business days depending on destination.
In-store pickup: available at our Valencia store at no additional cost.
Delivery times are estimates and do not constitute a binding commitment. We will inform you of any significant delays.
7. Warranty
7.1. Legal guarantee of conformity (3 years):
In accordance with current Spanish legislation (Royal Legislative Decree 1/2007, amended by RDL 7/2021), all new products purchased from January 1, 2022 onwards benefit from a legal guarantee of conformity of 3 years from the date of delivery.
During the first 2 years, any lack of conformity is presumed to have existed at the time of delivery, unless proven otherwise. From the third year onwards, the consumer must demonstrate that the defect is of origin.
This legal guarantee is independent of and additional to the manufacturer's commercial warranty detailed below, and shall prevail when more favorable to the consumer. The limitation period to exercise your rights is 5 years.
7.2. Manufacturer's commercial warranty:
In addition to the legal guarantee, our products are covered by the following manufacturer's commercial warranty. The periods listed below cover specific defects by component:
| Component | Warranty | Coverage |
|---|---|---|
| Frame (chassis) | 36 months | Natural deformation, open welds, fractures due to manufacturing defects. |
| Fork, handlebars, folding tubes, seat post | 36 months | Manufacturing defects. |
| Motor | 18 months | Coil phase loss, burnout, demagnetization, axle deformation. |
| Controller, charger, display, brakes, throttle, PAS sensor | 18 months | Short circuit, burnout, and performance failures due to manufacturing defects. |
| Battery | 12 months | Contact failure, power failure, no energy storage, capacity below 60%. |
| Kickstand, fenders, rack, pedals, chain, derailleur, shock absorber | 6 months | Manufacturing defects. |
| Motor hall, bearings | 6 months | Burned hall wire, abnormal noise, or bearing rupture. |
| Front and rear lights | 6 months | Manufacturing defects. |
| Saddle, plastics, brake disc, brake pads, cables | 3 months | Manufacturing defects. Collision damage not covered. |
| Tires | 1 month | Product quality defects only. |
Warranty exclusions:
• Damage from misuse, negligence, unauthorized modifications, or accidents.
• Natural wear and tear of parts (brake pads, tires, chain, etc.).
• Water damage or vehicle submersion.
• Artificially cut cables.
• Damage caused by insufficient tire pressure or riding over bumps/potholes.
• The battery warranty period does not restart upon replacement; the replacement battery is governed by the remaining date of the original warranty period.
8. Right of Withdrawal and Returns
European legislation establishes a minimum of 14 calendar days to exercise the right of withdrawal. ENGWE Spain improves this condition and offers you 30 calendar days from receiving the product to exercise this right without the need for justification.
Return conditions:
• The product must be unused and in its original packaging, complete and in perfect condition.
• All accessories, manuals, and original documentation must be included.
• Notify us of your intention to return by emailing info@engwespain.es or calling +34 960 730 787.
Return shipping costs:
• Defective product or our error: ELECTRIC MOBILE SL covers the return shipping costs.
• Withdrawal (change of mind): return shipping costs are borne by the buyer.
The refund will be issued within a maximum of 30 days from when we are notified of the withdrawal decision, although we may withhold it until receipt of the product or proof of its return. The full amount will be refunded, including original standard shipping costs, using the same original payment method.
For more details about the return process, please see our Return Policy.
9. Limitation of Liability
• ELECTRIC MOBILE SL shall not be liable for damages arising from misuse of the product or failure to follow the manufacturer's instructions.
• Electric bicycles must be used in accordance with local traffic regulations. It is the buyer's responsibility to be aware of the applicable regulations in their area.
• We are not responsible for delivery delays caused by circumstances beyond our control (strikes, natural disasters, customs issues, etc.).
• Our maximum liability in any case is limited to the price paid for the product.
10. Intellectual Property
All website content (texts, images, logos, design) is the property of ELECTRIC MOBILE SL or its licensors and is protected by intellectual property laws. Reproduction without prior written authorization is prohibited.
11. Applicable Law and Dispute Resolution
These Terms and Conditions are governed by Spanish law. In the event of a dispute, both parties submit to the Courts of Valencia, Spain, without prejudice to your rights as a consumer under European regulations.
In accordance with Regulation (EU) 524/2013, we inform you that you may use the European Commission's Online Dispute Resolution platform: https://ec.europa.eu/consumers/odr.
12. Changes
We reserve the right to modify these Terms and Conditions at any time. Changes will take effect from their publication on the website. Purchases made before the modification will be governed by the terms in effect at the time of purchase.