For the following categories of products, uk.buybestgear will provide warranty service if there are any quality problems or non-human caused problems. Warranty time starts from the time when you receive the goods. Please note that any overdue requests will not be accepted.
Reference of Quality Guarantee Solutions:
- Refund: partial refund / full refund / return and refund.
- Reship: resend the partial parts / resend a new product
- Repair: send the product to our local repair center to get
Please read the category warranty policy below, for each category the warranty may vary
|
Product category |
Warranty period |
Warranty Solutions |
|
|
E-Scooter |
Frame / Folded Components / Handlebar / Folding Stem / Disc Brakes / Front Fork / Accelerator / Brake Device / Controller / Displaying Meter / Motor / Front Light / Rear Light |
1 year |
Reship / Refund |
|
Electric Bike |
Motor / Controller / Battery / Charger / Front Fork / Rear Derailleur / Handlebar |
1 year |
|
|
Front light / Tail light / Brake light / Mechanical brake device / Electric brake / Electric accelerator |
3 Months |
||
|
Paint Logo / Decoration strip Foot pad |
15 Days |
||
Note:
- For products purchased with large promotional discounts (half-and-above discounts, free gifts, giveaways, etc), if there are any quality issues, refund is the only available option.
- Natural product degradation through wear and tear, along with breakage/damage during use, is solely the customer's responsibility and is not covered by our warranties.
- If the product is damaged/misused by customers, the warranty will be invalid immediately. No compensation is available in such cases.
- Proof is needed for any non-human quality problems, such as pictures or videos.
- [The warranty is invalid if the customer operates the product under the following circumstances]:
To help you enjoy shopping at BuyBestGear, we provide a return and refund policy as follows:
We accept exchange, return, or refund applications within 14 days from the date the item is delivered (subject to the order tracking record).
Please send an email to uk.support@buybestgear.com. and include the following information:
- Your order number (e.g.BBGUK11001)
- The item name and quantity you want to return.
- Reasons why you want to return the item (items).
- Attach pictures or videos if the item is defective.
NOTE: Please make sure the photos or videos are clear and focused at a proper distance. Thank you for your cooperation.
After receiving your email, we will take a close look at the proof you provided, including descriptions, pictures, and videos. If it is determined that the item is defective, we will carry out the return procedure and inform you by email:
- We provide the return warehouse address according to the specific item and shipping address.
- You pack the items and send the confirmation email to us.
- The courier will pick up the package from your place.
- Our warehouse receives returned items and sends the confirmation.
- We examine the returned items.
- We send the new item or arrange a refund to your payment account in 1-3 business days.
Please note that we will NOT approve the return/refund under the following circumstances:
- No returns after 14 days of receiving;
- To be eligible for a return, The bike/Ebike Must NOT be assembled
- The box must be sealed and unopened
- Customer pays to ship both ways (Original shipping cost is withheld from refund);
- Subject to up to a 25% restocking fee (this is withheld from refund);
- Ebikes/Bikes that have been Registered in the Buyer's Name officially CAN NOT be returned
| Order Status | Requirements | Refund Amount |
|---|---|---|
| Cancel orders within 48 hours (before dispatch) | Apply within 48 hours | 100% order amount |
| Cancel orders OVER 48 hours (before dispatch) |
- | 95% of the order amount (deduct 5% processing fee) |
| Dispatched but not signed (wrong address or other reasons) |
1. Reject the goods and return them immediately after receiving the goods. 2. Warehouse inspection and quality inspection pass |
70% of the order amount (deduct 10% return shipping fee + 15% restocking fee + 5% processing fee) |
| Dispatched but not signed | 1. Initiate a refund within 14 days of receipt of the goods. 2. RMA forms are approved by E-mail |
70% of the order amount (deduct 10% return shipping fee + 15% restocking fee + 5% order processing fee) |
| Delivered | 1. Initiate a refund within 14 days of receipt of the goods 2. The bike/Ebike is Unassembled, and the box is sealed and unopened 3. The package is sent and the photos are approved |
80% of the order amount (deduct 15% warehouse restocking fee + 5% order processing fee) Note: Customer is responsible for all freight charges. |
Missing some parts or accessories
We accept reship parts or accessories applications within 7 days from the date the item is delivered (subject to the order tracking record).
Please send the application to uk.support@buybestgear.com
After receiving your email, we will take a close look at the proof you provided, including descriptions, pictures, or videos. If it is determined that the parts is missing, we will carry out the reship procedure and inform you by email:
Please note that we will NOT approve the return/refund under the following circumstances:
- The parts are not included as we confirmed with our supplier.
- The package weight from our warehouse indicates that there aren't any parts missing.
Return an item to exchange for another item
We accept exchange applications within 14 days from the date the item is delivered (subject to the order tracking record).
We kindly remind you that in this case, you must send the item to our return warehouse at your own cost and risk(including any shipping fee, taxes and duties) from the return.
After that please send the tracking number to uk.support@buybestgear.com. We will re-arrange the delivery of new products for you within 1-3 business days depending on stock availability.
Special Note About the Refunds
The refunds are processed 1-2 business days after receiving the returned items. The refund time depends on the payment method:
1. PayPal refunds may take up to 48 hours.
2. Credit card refunds will take around 7-14 business days. The specific time depends on your credit card company and any intermediaries.
750W Powerful Motor (Top speed:15.5 mph)
Fat tire bike with 750W high-speed brushless gear motors and 48V intelligent brushless controller, it can easily assist you to travel at 15.5 mph.
48V 13Ah Better Battery
This electric mountain bike with a 48V 13Ah (624Wh) lithium battery. And adopting a collapsible middle stem and removable battery, you can charge the battery in the frame or remove it easily.
3 Riding Modes and 5 power levels
Pure electric, Assistant mode, and by yourself, you can choose the purely electric mode to enjoy a relaxing time and also can use it for exercising. It's easy to change power levels by pressing the "M" key according to your needs.
Easy Folding
It's easy to assemble, you only need to install the front wheel, the handlebar, and pedals, insert the battery then you can hit the road. The collapsible top tube and frame make it portable and easy to store in your car or anywhere you're ready to use. Folding the bike only in 10 seconds.
High-quality Material
The E-bike adopts an excellent aluminum alloy frame, high toughness, and strong corrosion resistance feature. The front fork is high-strength carbon steel and packed with premium comfort shock absorption. With its lightweight and efficient design, the Aluminum alloy 20-inch wheel is suited to both urban and trail environments.
Download the Manual Here:
Download The LCD Owner's Manual here:
👉 How to activate the throttle of Engwe e-bike ？
Specifications:
| Brand | Engwe |
| Model | EP-2 Pro 2022 |
| Color | Black, Gray, Orange |
| Mode | Pure Electric Pedal Assist (PAS) Pedal |
| Wheel and Tire | 20 x 4.0" fat tire |
| Braking System | Front and rear Mechanical disc braking |
| Motor Power | 750W |
| Speed | 15.5 mph |
| Battery Capacity |
48V 13Ah (624Wh) |
| Charging Time | About 4 - 5 hours |
| Max Torque | 60 N.m |
| Max Climbing Degree | 30° |
| Frame Material | Aluminum Alloy |
| Cruise Distance per Charge | Electric mode: 31-37 miles (50 - 60km) |
| Assistant mode: 62-75 miles (100 - 120km） | |
| Gears / Variable Speed | Shimano 7 variable speed |
| Suspension | Lockable front fork mechanical suspension |
| Net Weight | 66.4 lbs |
| Max load | 330 lbs |
| Full Size | 66 * 22 * 48 inches |
| Folding Size | 39 * 22 * 30 inches |
| Saddle Height | 32 - 40 inches |
| Suitable Height | 5.2 - 6.8 feet |
| Certifications | CE |
| Display | Battery level Speed PAS gear Trip distance & time Total distance Error code |
| Lights | Front and Rear LED Lights |
| Mudguard | Front and Rear |
| Package Size | 56 * 12 * 25 inches |
Package Includes:
EP-2 PRO E-bikes ship complete with everything you’ll need to get up and running, including:
1 x Engwe ep-2 pro 2022 e-bike, 1 x battery charger, 1 x assembly tools, 2 x pedals, 1 x Manual
![](data:image/svg+xml;charset=utf-8,<svg height="4270px" width="750px" xmlns="http://www.w3.org/2000/svg" version="1.1"/>)
Here are the FAQS about ENGWE on Buybestgear.com! Here we list a few Frequently Asked Questions with answers. Any questions are welcome via both online chat and email!
Q1: What should I do if my frame or parts are broken while the parcel arrived?
Q2: What should I do if my battery is broken or not working?
A: Attention: Do not touch the charging port with metal objects when charging the battery, otherwise it may cause a short circuit in the battery. If your battery is unfortunately damaged, please contact us via support@buybestgear.com and submit the damaged battery photo or video in attachments, and offer us the battery code (It should be in the white bar code on the surface of the battery), so that we can communicate with ENGWE support center to replace the new part or change a new battery for you.
Q3: Is there any missing part of the shock absorber?
A: ENGWE’s shock absorber has two functional areas. The blue button is the switch, which is used to turn on the absorbing function, and the opposite knob is used to adjust the shock absorption strength. Please make sure to turn on the shock absorber function before adjusting the strength.
Q4: What should I do if my controller is not working?
A: If you have any controller-related problems, please send us the controller error code (usually displayed when an error occurs) via support@buybestgear.com. We will communicate with the ENGWE support center for solutions as soon as possible , If you can’t solve it by yourself or the controller has any hardware problems, we will replace you a new one.
Q5: Will ENGWE’s packaging be reinforced to prevent shipping damage?
A: At present, all ENGWE shipping packages have anti-damage protection measures, which generally use some fillers to reinforce the car body to prevent shaking and abrasion.
Q6: Where can I get ENGWE accessories?
A: We have batteries now in the HK warehouse (15-20 business days).
Other ENGWE accessories do not support purchases now. If you have any accessories problems, please contact us, we will help you as soon as possible.
Q7: How to limit the speed of M5 meter?
A： Press and hold the "+" or "-" button to enter the parameter setting interface, and change P08 to 25, indicating that the maximum running speed of the vehicle will not exceed 25km/h, and the driving speed will remain at the set value.
If you have any after-sales questions, please contact support@buybestgear.com. Remember to attach your order number (for example BBG1254) in the email to get better support. Our after-sales team will get in touch with you within 24 hours on business days.