Help / FAQ
Technical questions
Where can I find the user manual for my MOUGG E Bike?
You received the user manual for your MOUGG when you purchased your MOUGG E Bike. Read it carefully before you set off on your new MOUGG E Bike. If you have any questions about using your MOUGG E Bike, you can always refer to the user manual.
Have you lost your user manual? That can happen. You can download it again here.
What are the advantages of a rear engine?
The rear motor is not only lighter and quieter than mid-mounted motors. It also reacts much faster, as it transfers the power directly to the drive wheel. You can feel the thrust.
How fast can I ride a MOUGG E Bike?
A maximum speed of 25 km/h is prescribed by law. For this reason, the assistance of our MOUGG e-bikes is automatically switched off from a top speed of 25 km/h.
How can I regulate the power of the motor in relation to the speed?
With the MOUGGs, you have a choice: there are 5 pedal assistance modes to choose from. Depending on the mode you choose, you get more or less support from the motor.
What is the range of a rechargeable battery?
The range of a battery charge can vary greatly and depends on the following conditions: Weather conditions, e.g. with a lot of wind, or the topography of the route, e.g. mountains, require a lot of energy and shorten the range. The weight of the rider, the terrain and, above all, the degree of utilization of the motor - e.g. if the motor is constantly used at the highest level, this reduces the range enormously.
As standard, MOUGG uses a rechargeable battery that can cover a range of up to 70 km.
How do I charge the MOUGG E Bike battery?
You can remove the battery from your MOUGG e-bike and charge it at home using the power adapter supplied. You can also charge the battery while it is still in the e-bike. The power supply unit fits into any conventional socket. At one end of the power supply unit is the plug for the socket, at the other end is the plug for the battery. A simple system for easy handling!
How do I use the MOUGG E Bike battery correctly?
The battery of your MOUGG e-bike must not be exposed to extreme temperatures at any time. In the event of extreme temperature fluctuations, we recommend charging the battery at room temperature.
If you do not use your MOUGG E Bike for a longer period of time (more than one month), we recommend that you do not charge the battery to more than 60%. You should also be aware that the range may be reduced at extremely low temperatures.
How much does it cost to charge the battery of a MOUGG e-bike?
The costs incurred for charging the battery of an e-bike depend on the electricity price and the battery capacity.
The battery capacity of an average MOUGG e-bike battery is 378 watts per hour. Even if a battery is never completely empty, we assume in this example that 378 watts per hour are required for a full battery. One kilowatt (kWh) costs an average of €0.0229. However, we do not need 1,000 (kilo) watt hours, but only 378. The cost of charging the battery is therefore €0.229/1000*378=€0.087. So for a little less than 10 cents you have a full battery.
If you charge your battery once a week, you won't even have spent €5 in a year.
How can the trip data be reset to zero in the handlebar menu?
To reset the trip data to zero, press and hold the 'M' and '-' buttons simultaneously in the handlebar menu. This should reset the trip data on your display.
USB charging
Press and hold the 'up' button, 'down' button and 'M' button simultaneously when switching on to enter charging mode. If no device is charging or the charging process is complete, the display automatically exits USB charging mode.
Can a bicycle trailer be mounted on MOUGG?
Yes, it is possible to mount a bicycle trailer on the rear wheel axle.
How much does a MOUGG E Bike weigh?
The weight of a MOUGG e-bike can vary from model to model. You can find information on this on the various MOUGG product pages. Most models weigh between 16.5-17.5 kg without the battery and 19-20 kg including the battery.
MOUGG test drive
Where is a test drive possible?
With us, you can buy an e-bike with a clear conscience, without having to worry about the quality. Although you order from us online and cannot test the e-bike beforehand, we offer you a 30-day right of return. This allows you to test the e-bike at home at your leisure and if it does not meet your expectations, you can return it to us within 30 days. We will cover the shipping costs for the return and refund the purchase price in full. What's more, you can rest assured that we only sell high quality bikes and our customer reviews and warranty terms speak for themselves. We want you to be happy with your purchase and therefore offer you a risk-free shopping experience. Order your new MOUGG from us now and enjoy the ride!
Where can I test ride the bike?
We are pleased to be able to offer you our e-bike for a test ride. We would like to point out that the bike is only intended for test rides and cannot be borrowed for everyday use.
We understand that you would like to try out the bike, but we want to ensure that it remains in good condition and is available for future customers. Please note that charges may apply for excessive use or wear and tear of the bike (50km or more mileage) and charges will be applied for damage.
We hope that you understand our concern and look forward to making our e-bike available to you.
Who is liable during the test drive?
Please note that you are responsible for the bike from the moment it is handed over and are liable for any damage or loss. MOUGG accepts no liability for injury or damage. We strongly recommend that you wear a suitable helmet and other protective equipment to ensure your safety and to secure the MOUGG against theft or other damage.
Does the MOUGG have to be sent back after the test drive?
We are very pleased that you liked our MOUGG, the e-bike does not have to be returned after the test ride if you are satisfied with the bike, you are welcome to keep it and continue riding, because this MOUGG was configured according to your wishes and built especially for you.
Delivery
How long is the delivery time?
The delivery time may vary due to seasonal fluctuations or stock levels. We will normally inform you of the latest estimated delivery time at the time of your order.
Shipping countries and costs
We currently ship to Germany, Austria, the Netherlands, France and Switzerland.
Will I be informed in advance when the shipment is due?
Yes, you will be informed in advance. As soon as your MOUGG is ready for shipment, we will update the tracking number and link directly on your personal order page on our website. So you can easily check the shipping status of your MOUGG at any time and look forward to the arrival of your new MOUGG.
My MOUGG is already displayed as shipped. Where can I find information about the delivery time?
Don't worry, we offer you our special AVIS service. This means that the delivery driver will contact you by phone before delivery to agree a delivery time with you. This way you know exactly when you can expect your MOUGG and can adjust your planning accordingly.
Returns processing
Reimbursement
We will refund all payments we have received from you in relation to your order, except for delivery costs.
We may make a deduction from the refund for the loss in value of the products caused by you or incurred during the return shipment to MOUGG.
How do I pack my MOUGG simply and correctly?
Our reboxing instructions show you how to return your bike.
What do I do if the box is no longer available?
We will be happy to send you a new box by a forwarding agent, which costs 90 euros including shipping.
How long does it take until I receive my refund?
We will process your return within 14 working days of receipt back at our warehouse, and you will receive your refund using your original method of payment.
What happens if my MOUGG is damaged in transit?
Please check the package upon delivery. If a shipment arrives with obvious transportation damage, we ask you to document the damage by taking photos before opening the product to inspect the contents. If the product is (also) damaged, we ask you to contact us within 2 working days and send photos to [email protected] if necessary. Please also keep the original packaging from us.
Maintenance & Service
How can I have my MOUGG serviced?
A MOUGG e-bike comprises many mechanical and, above all, electronic components. It is often subjected to greater stress than an ordinary bicycle. It is therefore important and advisable to have it serviced regularly. This is possible at one of our MOUGG e-bike service centers.
The annual inspection can be carried out by your trusted specialist workshop.
Where can I find a service partner near me?
We are currently building up a service network within Germany so that a specialized repair workshop will soon be responsible for after-sales service and maintenance in your area. Of course, you can also go to your trusted workshop to have maintenance work and inspections carried out.
How is a warranty claim handled?
If there is a problem with your MOUGG that is covered by the warranty, you should contact us immediately, e-mail traffic is preferred because you can describe the problem and send photos of the defects, after receiving your e-mail we will take care of it immediately so that your MOUGG can be brought to a partner near you.
Is it worth extending the warranty for a fee?
It's definitely worth it with us! As it offers you additional security and protection for a longer period of time. If a problem occurs during the warranty period, repairs or replacement parts will be provided free of charge. With the warranty extension, you are covered even after the regular warranty period has expired and can save yourself additional repair costs.
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