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ENGWE | U.S. Exclusive Distributor: QKEY

🛡 Warranty Policy

Comprehensive Warranty Coverage for ENGWE Electric Bikes

QKEY LLC provides full warranty support for all ENGWE electric bicycles sold through our authorized U.S. dealers. Our warranty system is designed to ensure fast, reliable service and minimize downtime for customers and partners.

⭐ 1. Standard Warranty Coverage

All ENGWE e-bikes come with a 1-year manufacturer warranty covering defects in materials and workmanship under normal, non-abusive use.

Covered Components:

  • Motor
  • Controller
  • LCD Display
  • Battery & Charger
  • Wiring Harness
  • PAS Sensors
  • Frame (structural defects)
  • Electronic Components

Not Covered:

  • Normal wear and tear (tires, tubes, brake pads, chains, cables)
  • Damage caused by accidents, misuse, or improper assembly
  • Water damage
  • Unauthorized modifications or repairs
  • Cosmetic damage

⭐ 2. Battery Warranty

ENGWE batteries include:

✔ 1-Year Warranty for Manufacturing Defects

Covers:

  • Charging issues
  • Sudden loss of capacity
  • Electrical malfunction
  • Internal component failure

Not covered:

  • Water damage
  • Improper charging
  • Physical impact
  • Third-party chargers

⭐ 3. Warranty Claim Process

Dealers must submit a warranty request with:

  • Customer name & contact
  • Order number / proof of purchase
  • Model & serial number
  • Clear photos and videos of the issue
  • Description of troubleshooting steps already taken

Processing Time: 24–48 business hours

Replacement parts are typically shipped within 1–3 working days after approval.

⭐ 4. DOA (Dead on Arrival) Replacement

If a bike is damaged or non-functional upon delivery:

Must be reported within 48 hours with:

  • Photos of box and packaging
  • Photos/videos of the issue
  • Serial number
  • Delivery notes (if damaged via LTL)

Depending on the case, we offer:

  • Replacement unit
  • Replacement part(s)
  • Shipping insurance claim assistance

⭐ 5. Shipping Damage (LTL or FedEx)

For freight damage:

  • Dealer must document damage at delivery
  • Mark BOL as “damaged” or “subject to inspection”
  • Provide photos of pallet, packaging, and product

QKEY will assist with claims and provide replacement parts or units accordingly.

⭐ 6. Warranty Exclusions

The warranty does not cover:

  • Damage caused by improper assembly
  • Modifying the electrical system
  • Non-ENGWE parts or accessories
  • Using the bike beyond intended use
  • Commercial or rental use without approval
  • Rust, fading, or cosmetic changes

Abuse, crashes, or off-road damage are not covered.

⭐ 7. Replacement Parts Availability

With over 300+ spare part SKUs stocked in California, we ensure:

  • Fast replacement shipping
  • Better repair turnaround times
  • Improved customer satisfaction
  • Dealer-level pricing on all parts

⭐ 8. Labor & Repair Not Included

The warranty covers the parts only, not labor costs.

Dealers may charge reasonable labor fees for repair service.

⭐ 9. Return & Refund Policy

Wholesale orders are not eligible for return, except for:

  • Wrong item shipped
  • Warranty defect
  • DOA
  • Freight damage

Non-defective wholesale returns are not accepted.

⭐ 10. Customer Responsibility

Customers must:

  • Keep receipt/proof of purchase
  • Follow recommended charging practices
  • Maintain bike according to manual
  • Avoid water exposure and improper storage

Dealers should educate customers at the time of sale.

Warranty Policy

1. Warranty Overview

Every QKEY LLC eBike is covered under a one-year manufacturer warranty for the original owner against defects in materials or workmanship. Replacement parts are provided free of charge for all approved warranty cases involving non-human-caused issues.

After the warranty period ends, customers may purchase replacement parts at cost. All eBikes sold by QKEY LLC are brand new and meet original factory specifications.

Note: Second-hand, modified, or damaged eBikes are not covered under warranty.

Warranty Coverage

Item Parts Warranty Period Coverage
Basic Parts Frame 12 months Covers broken welds and defects. No coverage for collisions or modifications.
Forks, Handlebars, Seat Tubes 12 months No coverage for impact damage or installation errors.
Tires 1 month Covers manufacturing defects only; punctures are not covered.
Plastic Parts, Brake Pads, Rotors, Cables 3 months Wear-and-tear not covered; no collision coverage.
Kickstand, Pedals, Cranks, Chains, Rack, Bell 6 months Wear-and-tear not covered.
Electric Parts Controller, Display, Charger, Throttle 12 months Manufacturer defects only; water damage is not covered.
Headlights & Taillights 6 months Defect coverage only.
Motor Motor Assembly 12 months Covers coil or magnet defects. No coverage for rim bending or water damage.
Hall Sensor & Bearings 12 months Covers hall sensor or bearing failure.
Battery Battery Case & Internal Components 12 months Covers charging issues or battery capacity below 60%. No water or misuse damage covered.

Not Covered Under Warranty

  • Damage caused by misuse, accidents, or improper maintenance.
  • Unauthorized repairs, modifications, or disassembly.
  • Water damage, rust, or corrosion.
  • Normal wear-and-tear items (tires, tubes, pads, rotors, chains, grips, etc.).
  • Cosmetic scratches, dents, or paint fading.
  • Shipping damage not reported within 48 hours of delivery.

2. How to Claim Warranty

  1. Provide the bike serial number.
  2. Upload the receipt or invoice as proof of purchase.
  3. Provide serial numbers for the motor, battery, and display (if applicable).
  4. Include clear photos or a short video showing the issue.
  5. Email all information to Ernie at: ernie@qkeyllc.com or call +1 (626) 693-5888.
  6. Our team will review and provide troubleshooting steps.
  7. If confirmed defective, replacement parts will be sent.