How to Cancel Engomo

To initiate a cancellation or return for an Engwe product, follow these steps:

Before Starting the Process

Ensure you have the following information ready:

• Your order number
• Your email address associated with the order
• A screenshot of your order confirmation or invoice, if possible

Cancellation Before Shipping

If you need to cancel your order before it has been shipped, you are entitled to a full refund of the purchase price. Contact Engwe directly to initiate the cancellation process.

Cancellation After Shipping or Refusal of Delivery

If your order has already shipped when you notify Engwe of the cancellation, or if you refuse the delivery, a shipping fee of €180 will be deducted from your refund for shipping-associated costs.

Return Due to Change of Mind

If you wish to return a product due to a change of mind, you can do so within 30 days of receipt. The item must be in “as new” condition, unopened and unused. A shipping fee of €180 will be deducted from your refund for shipping-associated costs.

Return of Used or Non-Original Packaging Items

If the product has been used or is not in its original packaging, returns are still accepted within 30 days. However, a shipping fee of €180 and an additional usage fee of 20-30% for refurbishment-associated costs will be deducted from your refund.

Damaged Items Upon Arrival

• Minor Damage: If the damage is minor and does not affect the product’s performance, a partial refund will be issued.
• Easy Fix: If the damage can be easily fixed, replacement parts will be sent along with instructions, and a partial refund will be provided for the inconvenience.
• Major Damage: If the item is not functioning as intended, it will be replaced as a last resort due to high shipping costs.

Initiating the Return Process

To start the return process:

• Contact Engwe at the provided customer service email (e.g., [email protected]) to request a return.
• Ensure you include your order number and a detailed description of the reason for the return.
• If your return is accepted, you will be sent a return shipping label along with instructions on how and where to send your package.

Refund Processing

Refunds will be processed within 14 days after receiving the returned item. If additional inspection is needed, the process may take up to 40 days. You will be kept updated throughout the process.

Important Notes

• Returns are not accepted after 30 days from the delivery date.
• Engwe is not responsible for the shipping cost of the package returned by the customers themselves unless a return label is provided.
• Ensure proper packaging to prevent damage during return shipping, as the buyer is responsible for this.

By following these steps, you can effectively initiate the cancellation or return process for your Engwe product.