ENGWE M20 Electric Bike

1. 🚲 Are electric bikes legal in Italy?

Answer: Yes, they are legal.
Our electric bikes comply with the European standard EN15194:

250W motor

Maximum speed of 25 km/h (pedal assist)

Start with pedaling, no insurance or license required

Therefore, they can legally circulate in Italy and throughout the European Union, just like a traditional bike.

2. ❓ Why do some people say “you cannot ride them”?

Because some users choose to unlock the speed limit, increasing the motor to 45 km/h / 750W.
⚠ In this case, use is only allowed on private roads or closed areas, not on public roads.

3. ❓ What if I want more power?

Some models support the unlocking function:

Original mode (25 km/h, 250W) 👉 Legal circulation

Unlocked mode (45 km/h, 750W) 👉 Private use

(Specific models can be consulted with customer service)

This way you have both options: legal road use and extra power when needed.

Warehouse distribution:

Usually, after payment for the order, if the item is in stock, we will arrange delivery within 48 hours.

Countries we ship to

For electric scooters/electric bikes

Customs duty information:

To ensure maximum transparency, goods purchased abroad are subject to import duties, or more commonly, value-added tax (VAT) and excise duties. This is standard practice in some countries and is collected by local government customs authorities.

All our products are available in our EU warehouses. We prepay customs duties for our European shipments, so you don't have to pay an additional fee after placing an order with us.

How do I know my order has shipped?

Once your order ships, you will receive a shipping notification email. The email will contain tracking information.

Returns

Orders can be cancelled at any time before shipment.

If you wish to change or cancel your order before it ships, please contact us within three business days and your request will be processed within one business day!

Product Return – 14-day money back guarantee.

According to the law of 30 May 2014, "On Consumer Rights", you have the right to withdraw from your purchase without giving any reason within 14 days from the date of receipt of the package. Usually our return address is VIA ROMA 3 CAP 24044 DALMINE Italy. The return address may vary from region to region. We recommend that customers contact service@ottobest.it for confirmation before returning the goods.

The exercise of this right is possible by submitting a written declaration of withdrawal from the contract within the deadline indicated above.

To meet the withdrawal deadline, simply send a withdrawal declaration electronically to service@ottobest.it.

You must send the returned product without undue delay, no later than 14 days, to the address provided by the administrator in response to your request.

Return shipping costs are your responsibility. You can determine the approximate cost of a return based on our "Delivery Times and Costs" tab, but please note that the store may have discounts with carriers. Therefore, the individual cost of a return may be higher than the shipping cost.

Please note that the right of withdrawal does not allow you to use the product free of charge. According to the law, if the returned product has been used beyond what is necessary to establish the nature, characteristics, and functioning of the item, the seller has the right to charge the buyer for the cost of the reduction in its value.

If you withdraw from the contract, you will receive a refund of the amount paid for the purchase – the price of the products, the lowest shipping cost available in the store, and other costs, excluding the aforementioned return costs. The money will be returned in the same manner in which it was paid, unless otherwise agreed. The refund will be made immediately upon receipt of the returned purchase. The refund will be processed within 5-10 business days.

According to the law, the right of withdrawal is not granted, among other things, when the object of the sale is:

a non-prefabricated item created to the individual order of the consumer,
an item that deteriorates rapidly or has a short shelf life,
an item delivered in sealed packaging, which cannot be returned after opening for reasons of health protection or hygiene; items which, due to their nature, are inextricably linked to other items after delivery; audio or visual recordings delivered in a sealed package, if the package was opened after delivery; newspapers, periodicals or magazines, with the exception of subscription contracts; digital content not recorded on a tangible medium, if the performance began with the consumer's explicit consent.

Return of products for contractors

To meet your expectations, we've introduced the option to return goods within one year of purchase. This means you risk nothing when you start a business relationship with us. If the product quality doesn't meet your expectations, if your customer doesn't receive a larger order, or if you decide to discontinue your business relationship with us, the products can be returned to the address provided by the Administrator in response to your request.

After returning the goods, we will calculate and issue a Corrective Invoice promptly, but no later than 10 business days after the goods are delivered to the warehouse. We will send it to the email address provided during registration. You will need to sign and stamp the document and return it to us in paper format to the address indicated above.

In order for the return to be accepted by us in our warehouse, please send us a notification containing the Contractor's details, the quantity and type of returned goods, and information on the reason for the return in electronic format to the email address sales@ottobest.it.

Returned products must be adequately protected from damage during shipping, and shipping costs must be covered internally. A return will be considered valid only if the returned goods are in perfect condition, meaning unwrinkled and unbreakable packaging, no price tags or writing, and no signs of installation or use.

Products sold on special order, of which the customer will be informed at the time of the order, are not refundable.

If the return is made by the consumer, the consumer is responsible for shipping costs. The specific cost depends on the courier chosen. We use DPD, and the return cost for bicycles is €100 and for scooters is €50.

If for our reasons the goods received are damaged or incorrect, the consumer is not responsible for the shipping costs for this reason.