Return and Refund Policy

No return after 14 days of receiving orders.

To be eligible for a return: 

  • The item must be unused, free from dirt, dust, or any fragrances, and in the same packaging and condition that you received it.
  • Subject to a 25% restocking fee. The customer is responsible for shipping fees.

Non-returnable items:

  • Batteries
  • Accessories

Before a return is sent, the customer must have written approval of said return from Engwe. Please contact us at customer@engwe-au.com. If a customer sends a return without the written consent of Engwe a refund will not be issued and the customer will have to pay the shipping to get the item returned, or, sacrifice the item.

Customers will only be charged once.

 

Refunds, Exchanges, and Store Credits:

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your return.

If you are approved, then your refund, exchange or store credit will be processed. For refunds, a credit will automatically be applied to your credit card or original method of payment, within 2-5 days. We do offer exchanges within the US, but we don’t offer any exchanges for international orders, however, you can receive a refund or store credit, so you can replace the order for the item you would like in exchange. Exchanges will typically ship the next business day after your return is processed. Returns received Friday-Sunday will ship out Monday. If a store credit is requested, a promo code will be issued to you via email. Your store credit is easily applied during checkout of your next order.

Late or missing refunds:

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund within 5 business days yet, please email us at customer@engwe-au.com.

Thank you!