Frequently Asked

You must have a DWMEIGI account to place an order. If you're an existing customer, you can enter your registered email address and password to sign in before starting your order.
To place an order, simply click on an item, select the size and press ‘Add to Bag’. If you know the item number, you can enter this into the search box or use our ‘Quickshop’ option. You can also browse our categories using the drop down menus at the top of the page.
Once you’ve finished shopping, just select ‘Go to Checkout’ from your shopping bag.
We process orders quickly so that your items arrive as soon as possible. This means we’re unable to change your order once the order is shipped.
The only exception to this is if you want to cancel an item that is on delay. Please contact us and we can help you with this.
If you’re unsure if your order has been processed, please check if you've received an order confirmation email from us. This should be sent as soon as you’ve placed your order. If you haven’t received a confirmation email after an hour, let us know and we’ll check this for you.
Some banks require further security checks before allowing a card payment to be processed. If your card payment is declined at the checkout, please contact your bank directly who will be able to advise you further. Please also make sure that your payment card is set up by your card issuer for international payments.
This returns policy applies only to online purchases of electric bicycles ("eBicycles") by a customer directly via the DWMEIGI.COM website, whether for delivery to a home or an authorized dealer. For eBicycles purchased directly from a dealer or third-party retailer, please contact the dealer or third-party retailer.
The DWMEIGI team should be contacted for assistance in resolving any issues you are experiencing prior to initiating a return or canceling an order:
You may submit a request to return an order. A member of the DWMEIGI support team will review your request and reach out to you to assist you through the return process. The applicable process depends on the status of your order:
•  Pre-Shipment If your eBicycles has not been shipped from our distribution center, 5% of the ebike cost will be charged as a processing fee.
•  In-Transit If your eBicycle has been shipped but has not yet been delivered, you may cancel your order for a full refund, less a 10% restocking fee and inbound return shipping charges, as set forth below.
•  Post-Delivery If your eBicycle has been delivered (to a home or to dealership, as applicable), we will accept a return of your eBicycle provided that you request the return within fourteen (14) days of delivery and the eBicycle meets the following "Return Criteria":
1.The eBicycle has been ridden no more than 5.0 miles;
2.There is no visible damage or wear;
3.All components and accessories that were included with the eBicycle are present. 
If we approve your return request, you will receive a Return Shipping Authorization form (RSA). You must complete the RSA and ship the eBicycle to us according to your selected method within fourteen (14) days or else the Return will be deemed "unsubmitted" and be rejected.
When we receive your eBicycle at our distribution center, we will inspect the eBicycle to confirm the Return Criteria are indeed met. If the Return Criteria are satisfied, we will notify you that your return has been accepted and will issue a full refund, less a 10% restocking fee and return shipping charges, as set forth below. If we determine, in our sole discretion, that the Return Criteria are not satisfied, we will notify you in writing and provide specific details regarding the unsatisfied Return Criteria. You will then be required to pay us the inbound return shipping charge for your return, as well as the outbound return shipping charge to cover the cost of shipping the eBicycle back to you. If your return is rejected and you do not pay the shipping costs as set forth in this paragraph within sixty (60) days of receiving a written rejection notice, we may, in our sole discretion, (a) deem your eBicycle to have been forfeited and (b) use or dispose of it as we see fit.
If you choose to have us arrange for return shipping of your eBicycle, the following charges will apply
If the eBicycle is in its original packaging:
1.Inbound-return shipping charge: $500.00 USD
2.Outbound-return shipping charge: $500.00 USD
3.Total shipping charge for a rejected return: $1,000.00 USD
If the eBicycle is not in its original packaging: 
1.Inbound-return shipping charge: $1,000.00 USD
2.Outbound-return shipping charge: $1,000.00 USD
3.Total shipping charge for a rejected return: $2,000.00 USD
Alternatively, you may choose to return the eBicycle to us using the shipping carrier and method of your choice. Keep in mind, however, that if you do so, you will be responsible for the risk of loss or damage to the eBicycle during shipping.
Your order will normally be delivered within 3 -10 working days.
We’re sorry, shipping to an alternative address other than the account address is not possible. This includes a work address, PO Box or an address in another country.
Simply check the online tracking of your parcel by logging into 'My Account' and click on 'My Orders. Alternatively, you can also click on the link in your email from us. If the parcel shows it’s been delivered, but you haven’t received anything, please let us know and we can help you.
Sometimes an item can be sent separately from a different warehouse. If an item is missing from your parcel, please check your delivery note or parcel insert as you should be advised if an item will be sent later. Also, please check if you have received a second tracking number by email, as this shows that a second parcel has been sent out.
If you receive a damaged parcel, please check that all of the items you ordered are inside. If any items are missing or damaged, please contact us as soon as possible so we can help you.
We’re really sorry if you received the wrong item/it wasn’t as described. Please contact us as soon as possible, so we can help you further.
We’re sorry, we don’t offer an exchange service. However, you can simply return any unsuitable items to us for a refund as per our ‘Returns Policy’ and place a new order for the item(s) you want.
DWMEIGI DIRECT extends this limited warranty only to (a) the consumer who originally purchased the Product, and/or (b) any person to whom the Product is transferred during the applicable Warranty Period, but only if such person has a copy of the original proof of purchase received by the consumer who originally purchased the Product ("you").
(1)DWMEIGI DIRECT recommends professional assembly of our e-bikes and damage caused by improper assembly is not covered
(2)This limited warranty does not cover any damage due to: (a) abuse, neglect, or intentional damage; (b) transportation (after the initial delivery of the Product by Serial 1); (c) storage; (d) improper use; (e) failure to follow the Product instructions or failure to perform any preventive maintenance; (f) modifications; (g) unauthorized repair; (h) installation of parts other than Serial 1 parts or their equivalent (as approved by Serial 1); (i) corrosion and normal wear and tear; or (i) external causes such as accidents, abuse, or other actions or events beyond our reasonable control.
(3)Consumables such as batteries, tires, tubes, brake pads, chains, grips, spokes, and cables are generally not covered under the terms of the limited warranty but may be replaced at the discretion of DWMEIGI DIRECT
(4)As noted in (3), batteries are considered consumables, and replacement is strictly limited to defective batteries
(5)Customization of the motor, gears, and controllers will void warranty claim
(6)Normal wear and tear are not covered
(7)DWMEIGI DIRECT may not be exactly as shown in the photos on the DWMEIGI DIRECT' website and third party websites due to shortages of parts (related to the supply chain) and/or upgrades to components of the bikes. Substitution of parts is not considered sufficient cause for the return of a bike or replacement of parts
(8)Bikes are only warrantied in the jurisdiction of sale
(9)Warranty is not covered for replacement products
(10)Warranty is non-transferable and proof of purchase must be provided upon request
(11)Bikes purchased from unauthorized dealers are not covered by this warranty
(12)Upon request DWMEIGI DIRECT may ask for images and videos for warranty verification purposes
(13)While every effort is made to ensure quick processing of warranty claims DWMEIGI DIRECT requires up to 30 days to process warranty claims