1. Standard Warranty Coverage

All ENGWE e-bikes purchased through authorized U.S. dealers include:

📌 1-Year Manufacturer Warranty

Covers non-human damage and manufacturing defects for:

• Motor
• Controller
• Display
• Battery & charger
• Wiring harness
• Frame (structural defects)
• Electronic components

Not Covered:

• Physical damage
• Water damage
• Improper assembly
• Unauthorized modifications
• Normal wear & tear (tires, brake pads, etc.)

2. Warranty Claim Procedure

When a dealer files a warranty request, the following documentation is required:

Required Information:

• Order number / proof of purchase
• Customer name & contact
• Model + serial number
• Description of issue
• Photos / videos of problem

Processing Time:

• 24–48 hours for initial review
• Replacement parts typically shipped within 1–3 business days

Dealers receive priority support for all warranty submissions.

3. Replacement Parts Support

QKEY maintains over 300+ spare part SKUs in our U.S. warehouse, allowing:

• Fast replacements
• Reduced customer downtime
• Local availability
• No international shipping delays

Dealers receive wholesale pricing on all spare parts.

4. DOA (Dead on Arrival) Policy

If a product arrives damaged or non-functional:

Dealer must report within 48 hours with:

• Shipping box photos
• Serial number
• Pallet label
• Video showing defect

QKEY will provide one of the following:

• Replacement unit
• Replacement component
• Store credit (case by case)

5. Shipping Damage Claims

If an LTL shipment arrives damaged:

Required proof for claim:

• Photos of damaged pallet
• BOL (Bill of Lading)
• Photos of damaged bikes
• Delivery receipt marked “damaged”

We will work directly with the freight carrier and provide the necessary replacements.

6. Technical Support for Dealers

Our technical team provides:

• Troubleshooting guides
• Assembly instructions
• Wiring diagrams
• Motor/controller diagnosis
• Step-by-step repair videos
• Phone & email technical support

We help dealers perform fast, accurate repairs.

7. Customer Support Guidelines for Dealers

Dealers are expected to:

• Perform initial diagnostics
• Collect proper evidence (photos/videos)
• Submit warranty claims promptly
• Maintain spare part inventory
• Follow ENGWE repair procedures

QKEY will support the dealer throughout every step of the process.

8. Return & Exchange Policy

Wholesale orders are not returnable

except in cases of:

• Wrong model shipped
• Manufacturing defect
• Carrier damage upon arrival

Returns without valid reason are not accepted for wholesale orders.

9. Battery Warranty & Safety

Battery coverage includes:

✔ Manufacturer defects

✔ Charging issues

✔ Power delivery issues

Not covered:

• Improper charging
• Accidents / physical damage
• Water immersion

Safety guidelines must be followed at all times.