Return Policy

Order Cancellation

1. Order cancellation request submitted within 3 business days of placing the order are eligible for a full refund. 
2. Order cancellation request submitted between 3 business days to the production day, you are subject to a $100 deduction from your refund. 
3. Order cancellation request submitted after your order has been produced, a $300 deduction would be charged. 
4. We do not accept order cancellation after shipment.

 

Order Modification

Ready bikes Before Shipping: Free of charge. Please contact [email protected] to con this process.

Ready bikes shipped but not received: Please contact [email protected] to continue this process but we cannot guarantee that order modifications will be successful.

Ready bikes delivered but have not been unpacked: Please refer to the return policy to start a return and exchange if you prefer exchanging after the ebike has been delivered. Customers are responsible for the return shipping cost of $200 per ebike. Please contact [email protected] to continue this process.

Ready bikes delivered and unpacked: We do not accept order modification or return & exchange for bikes delivered and unpacked without quality problems or errors.

Customized bike before production: Free of charge. Please contact [email protected] to con this process.

Customized bike after production before shipping: Order modification will be charged a certain fee base on the process and cost.

Customized bike after shipping: We do not accept customized order modification after shipping.

 

Model Replacement & Return 

For product defects: FREY will do its best to serve you and provide tech support to fix simple issues. FREY will also provide the replacement parts necessary.

For shipping damages: FREY will do its best to serve you and provide all the parts necessary for replacement.

Free replacement and return: Customers can reject a package due to shipping damage (functionally affecting use) or contact customer service for missing and critically damaged parts or other quality-related issues. Our customer service team will help to arrange the free replacement.

To better understand the issue and resolve it effectively, photos and/or videos are required as evidence.
*Definition of critically damaged items: any deformation of the main structure of the product that affects its normal function.
Note: The following situations will be considered normal and will not apply to the free replacement or refund policy:
        A) Minor damage to the outer packaging.
        B) Minor scratches or paint loss on the product.
        C) Damage to parts or wearing parts due to excessive use.
        D) Damage to parts or wearing parts after a certain period of use or a specific number of uses.

To begin a return or exchange process, the following must apply:

1. All returns and refunds must be initiated within 7 days of receiving the bike.
2. All bikes with a total mileage exceeding 10 miles are non-refundable.
3. All returns must retain the original packaging materials and shipping box. The bike must not show any signs of wear, dirt, or scratches, and must be in the same packaging and condition as when you received it, including all items in the box (battery, charger, keys, accessories, etc.).
4. All returns will incur a 10% restocking fee and a shipping cost of $200 per bike (for non-quality issues).

Please note: If a customer decides to return the item and the request has been confirmed by FREY’s customer service team, it is the customer’s responsibility to ensure the safety of the shipping and the success of the return. The customer must select a signature confirmation service for the shipment, and we highly recommend adding additional shipping insurance for the return package.
The customer will bear all responsibility for any damage, loss, or other accidents that occur during the return shipment.

NON-RETURNABLE ITEMS INCLUDE, BUT ARE NOT LIMITED TO:

1. Fashionable wear (hats, etc)
2. All accessories
3. Special orders
4. Used items except in EXTREME cases of breakage/malfunction

 

Refund

Once our warehouse has received the returned product(s) and checked to confirm it meets our return condition, we will deduct any applicable fee and send the remaining refund according to the customer’s original payment method.

We genuinely appreciate your business and aim to make your shopping experience enjoyable from start to finish. If you have any questions or need assistance, don’t hesitate to contact the FREY Customer Service team.