1. PURPOSE AND SCOPE
This Terms and Conditions policy applies, without restriction or reservation, to all sales of electric scooters made by the company E-TWOW via its website www.e-twow.com / www.shop.e-twow.com.
Any order placed on the site implies full and complete acceptance of these Terms and Conditions by the customer.
This Terms and Conditions policy also complies with the Australian Consumer Law (ACL) and the guidelines of the United States Federal Trade Commission (FTC) to ensure fairness and transparency.
2. COMPANY IDENTIFICATION
Company name:
Zhejiang E-TWOW Electric Vehicle Co., Ltd.
Main office:
No. 112, Yongxue South Street, Wucheng District, Jinhua City, Zhejiang Province, China.
Office in the USA:
2811 Castro Valley Blvd. , Ste. 206, Castro Valley, CA 94546, USA.
Email:
office@etwow.cn
3. PRODUCTS AND ORDERS
3.1. Product Description
E-TWOW offers electric scooters, accessories, and spare parts for sale, as described on the website. Photographs and descriptions are for illustrative purposes only and do not constitute a guarantee of accuracy by E-TWOW in the event of any obvious errors.
Battery range is expressed in kilometers or miles. Range is tested under ideal driving conditions, namely a 75 kg driver, a speed of 25 km/h, an outside temperature of 25°C with no wind, and a flat, paved road.
3.2. Ordering Process
The customer selects the products on the site, adds them to their basket, and confirms their order after verifying its contents.
The order is considered final only after confirmation by email from E-TWOW and receipt of payment.
E-TWOW reserves the right to cancel or refuse any order in the event of product unavailability, pricing error or suspicion of fraud.
3.3. Price
Prices are shown inclusive VAT taxes.
Delivery costs are calculated before order confirmation and clearly indicated to the customer.
3.4. Customer's country's traffic laws
The customer must familiarize themselves with the laws and traffic regulations in their country regarding the operation of electric scooters on public roads. E-TWOW cannot be held responsible for any penalties.
4. PAYMENT
Accepted payment methods are mainly: Bank cards (Visa, Mastercard), PayPal, Union Pay, Shop Pay, Klarna.
Payment is due immediately upon ordering.
E-TWOW is committed to securing transactions via an SSL encryption protocol.
5. DELIVERY
5.1. Delivery times and areas
Delivery times are indicated on the website as a guide and depend on the destination country.
The delivery times do not include any potential delays due to customs or carriers.
5.2. Costs and risk transfer
Delivery costs are the responsibility of the customer and vary depending on the weight, destination and delivery method chosen.
5.3. Reception
The customer must check the condition of the package upon receipt and report any anomalies to the carrier during delivery.
6. RIGHT OF WITHDRAWAL
6.1. For European customers
In accordance with the European directive, the customer has a period of 14 days from receipt of the product to exercise their right of withdrawal, without justification and without penalty.
The customer must first contact E-TWOW to inform us of their wish to exercise their right of withdrawal. After validation by E-TWOW, the product must be returned in its original packaging, unused, and with all original accessories. E-TWOW reserves the right to refuse a refund for a returned product that does not meet these criteria.
Return shipping costs are the responsibility of the customer, unless the product is defective or non-compliant.
6.2. For non-EU customers
The withdrawal period is 7 days from receipt of the product, under the same conditions (see point 6.1).
6.3. Reimbursement
The refund will be issued within 14 days of receiving the returned product, using the same payment method as the original order.
7. GUARANTEES
7.1. Legal guarantee of conformity
The warranty period is 2 years from the date of delivery.
The warranty covers manufacturing defects or hidden flaws.
7.2. Exclusions
Normal wear is not covered by the warranty. Wear items include tires, brake pads and discs, brake cables, fork covers, charging port cover, grips and triggers, bell, and steering column and handlebar folding mechanisms.
The end user is responsible for checking the technical condition of their electric scooter before each trip and for the regular maintenance of the electric scooter.
Any modification to the product will void the warranty. The warranty will also be void if you are not the original owner. The warranty is non-transferable.
The warranty does not cover the following circumstances:
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Incorrect or invalid documentation, including the absence of an original invoice or discrepancies on the invoice.
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Products out of warranty period.
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Damage caused by improper packaging or mishandling during shipping.
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Replacement products, products that have been opened or modified in any way.
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Products that have been repaired (or attempted to be repaired) by an unauthorized repair service/person.
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The product was charged with a charger other than the original one, was too discharged, or the maintenance, charging, and storage instructions in the user manual were not followed.
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Damage to the product due to misuse and/or negligence, or failure to follow the instructions in the user manual.
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Corrosion and water damage.
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Damage caused by overloading/excessive weight, attempts at tricks or stunts, collision with obstacles such as curbs, walls, falling, hitting.
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Damage caused by exposure to extreme temperatures, fire, rain and other damage caused by water, other liquids, humidity, sand, mud, snow, gases or any other substance.
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Any electrical and/or material damage or breakage not resulting from a manufacturing defect.
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The product was used after defects requiring repair were identified.
7.4. Main causes of premature degradation in lithium battery performance:
Overloading an electric scooter. Each electric vehicle model has a maximum payload that must not be exceeded. This payload is determined by E-TWOW and is indicated in the user manual or product specifications. Please feel free to contact us if you weigh over 110 kg and have any doubts about a product's payload capacity.
Driving in heavy rain can cause water to seep in.
Electric vehicles are not submersible, and manufacturers have denied any claims related to water intrusion. Therefore, it is recommended not to drive in heavy rain.
Storing a battery for more than 2 months without charging it.
The optimal storage location for a lithium battery is in a dry place. It is recommended to fully charge the battery. Afterward, the battery should be recharged for half an hour every month to activate the cells.
Initial acceleration with the gas without pushing.
To help the electric scooter start, it is advisable to give it a kick before accelerating.
Poor maintenance , underinflated tires, and an unbalanced drivetrain (transmission and braking system) can all contribute to these issues. Regularly checking tire pressure, bolt tightness, and the lubrication (grease) of mechanical components exposed to strong vibrations is essential.
High humidity , temperatures that are too low (<5°C) or too high (>30°C).
The environment in which you store and use your electric scooter or e-bike has a major impact on the lifespan and range of your battery. Don't be surprised by reduced range in cold or hot weather.
How to charge your battery safely:
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Please note that a lithium-ion battery is a powerful electrical component. It must always be charged under the constant supervision of an adult!
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Place the charger on a non-flammable surface and away from flammable materials such as mattresses, carpets, curtains, etc.
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If you notice a strange smell or noise, a flashing charging light, smoke, or accidental contact with water, you must unplug the charger from the outlet or disconnect the power immediately. Then place the product in an open area outside the building.
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Do not expose the batteries to temperatures exceeding 45 degrees Celsius. For example, you cannot leave your product in a car parked in the sun.
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An electric scooter that is corroded, damaged by water, or exposed to humid conditions is considered dangerous and unfit for use.
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Using a charger that is not sold with the product or that is not suitable for your product can cause a fire!
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In case of a fire caused by the battery or AC adapter, use sand or a special fire extinguisher. Do not use Never water !
7.5. Tips for optimal charging:
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It is strongly recommended to charge the battery after each prolonged use. It is not recommended to unload completely drain the battery.
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It is recommended to plug the charger into the socket first and only then plug in the electric scooter.
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After use, it is recommended to wait 20 minutes before recharging the battery. This gives the battery time to cool down before recharging.
8. RESPONSIBILITY
E-TWOW cannot be held responsible for indirect damages (loss of profit, commercial loss, etc.) resulting from the use or inability to use the products sold.
To the fullest extent permitted by applicable law, we exclude all representations, warranties, and conditions relating to our website and its use (including, without limitation, any implied warranties of satisfactory quality, fitness for a particular purpose, and/or the exercise of reasonable care and skill). Nothing in this disclaimer shall:
-limit or exclude our or your liability for death or personal injury resulting from negligence;
-to limit or exclude our or your liability in the event of fraud or fraudulent misrepresentation;
-limit our or your responsibilities in a manner not permitted by applicable law; or
-exclude our responsibilities or yours that cannot be excluded under applicable law.
9. DATA PROTECTION
9.1. Data Collection and Use
We collect the information you provide directly (name, address, email, payment details) as well as technical data (IP address, browsing history) to process your orders, improve your experience, and ensure the security of our services. Your payment data is processed securely by our authorized partners.
9.2. GDPR and PDPO Compliance
For our European clients, we comply with the General Data Protection Regulation (GDPR). For our clients in Hong Kong, we comply with the Personal Data Privacy Ordinance (PDPO). Your data is processed transparently, securely, and solely for the stated purposes.
9.3. Protection, sharing and your rights
Your personal data is protected by appropriate security measures and is only shared with trusted service providers (delivery, payment) or if required by law. You can access, modify, or delete your data, or object to its use, at any time by contacting us at office@etwow.cn.
10. DISPUTES
These Terms and Conditions are governed by Chinese law. Any dispute will be subject to the exclusive jurisdiction of the courts of Jinhua, China, except for European customers who may bring their case before the courts of their country of residence.
In the event of a dispute, an attempt at mediation will be offered before any legal action is taken.
11. INTELLECTUAL PROPERTY
All elements of this website (texts, images, logos) are the exclusive property of E-TWOW and are protected by copyright. Any unauthorized reproduction or use is prohibited.
12. MISCELLANEOUS
E-TWOW reserves the right to modify these Terms and Conditions at any time. Modifications will be applicable as soon as they are published on the website.
If one clause is deemed invalid, the other clauses will remain in force.
Effective date: 01.02.2026
