Warranty

Frey Bike Limited Warranty

 

We’ve Got You Covered

Once your Frey Bike is registered after receiving (Visit link for registration), your FREY bike is covered under 2-year warranty from the date of registration against defects in materials and workmanship for original equipment (All free accessories are not covered by warranty service). Please register your Frey Bike upon purchase within 14 days from the date that you received the bike. Otherwise, the warranty claim may not be processed.

 

Warranty period

  • 2 years   Frame include parts.        
  • 2 years   Motor system,              
  • 2 years   battery pack,              
  • 2 years   Charger,     
  • 1 year    Other bike components (not include consumable and wearable parts)

    Note: Consumable and wearable parts such as tires, tubes, brake pads, transmission group, pedals, saddle, grips and so on are not covered under the warranty.

 

Subsequent Ownership

If you are a subsequent owner, meaning you are the second or later owner, and not the original retail purchaser. You still have a warranty for the frame and the electrical system, including the motor system and battery pack, but not include items such as wheels, suspension forks, drive train components, etc. But the following two conditions must be met.

  • The 2-year package hasn’t expired since the initial owner has received it;
  • The new owner has the initial purchaser’s name and the original order number.

Please submit the original purchaser and your info to us to get the warranty updated.

 

The warranty covers the listed components and follows the terms below:

Frame

FREY bike frames are covered by a replacement warranty for 2 years.
This warranty includes a replacement frame only. Labor charges associated with transferring parts to replacement frames are not included. 
FREY reserves the right to use scratch and dent stock when replacing a frame under this warranty. Frame styles and/or colors not in stock may be replaced with a compatible style and/or color at FREY’s discretion.
Frame issues excluded from this warranty include but are not limited to:

  • Corrosion
  • Paint fade, scratches, and impact marks
  • Impact damage
  • Non-reversible modification (such as drilling or welding)

Motor System (including display, motor, wiring harness, throttle, speed sensor):

The motor system is covered by a 2-year warranty.
The motor system can only be assessed and determined for defects by FREY.
This Limited Warranty does not cover the following:

  • Defects or damage resulting from accidents, abuse, misuse, abnormal use (including but not limited to stunt riding, racing, or other activities inconsistent with the intended use of the product), water ingress or corrosion caused by improper rinsing.
  • Defects or damage caused by unauthorized modifications;
  • Scratches, dents, and cosmetic damage not caused by FREY;
  • Any product with a removed, damaged, altered, or illegible serial number;
  • Defects or damage caused by the use of accessories, products, or auxiliary equipment not provided or approved by FREY;
  • Defects or damage resulting from improper assembly, testing, operation, maintenance, installation, servicing, repair, or adjustment not in accordance with the Assembly Instructions or Owner’s Manual;
  • Defects or damage resulting from external causes, such as collision, fire, flooding, storms, lightning, earthquakes, extreme environmental conditions, theft, or improper use of any electrical source.

Batteries

FREY batteries are covered by a 2-year prorated warranty.
The battery can only be assessed and determined to be defective by FREY.
This Limited Warranty does not cover the following:

  • Charging with a charger not suitable for the battery;
  • Improper use of the battery charger;
  • Broken seals or signs of tampering on the battery;
  • Using the battery in equipment other than the specified electric bike.
  • Defects or damage resulting from accidents, abuse, misuse, abnormal use (including but not limited to stunt riding, racing, or other activities inconsistent with the intended use of the product), improper storage, abnormal exposure to liquids, chemical exposure, moisture, abrasives, sand or dust, neglect, or abnormal physical, electrical, or electromechanical stress;
  • Defects or damage caused by unauthorized modifications;
  • Scratches, dents, and cosmetic damage not caused by FREY;
  • Any product with a removed, damaged, altered, or illegible serial number;
  • Ordinary wear and tear;
  • Defects or damage caused by the use of accessories, products, or auxiliary equipment not provided or approved by FREY;
  • Defects or damage resulting from improper assembly, testing, operation, maintenance, installation, servicing, repair, or adjustment not in accordance with the Assembly Instructions or Owner’s Manual;
  • Defects or damage resulting from external causes, such as collision, fire, flooding, storms, lightning, earthquakes, weather exposure, theft, blown fuses, or improper use of any electrical source.

Other bike components (not include consumable and wearable parts)

Other bike components are covered by a 1-year warranty. 
Not include consumable and wearable parts such as tires, tubes, brake pads, transmission group, pedals, saddle, grips and so on.
This Limited Warranty does not cover the following:

  • Corrosion of components due to exposure to natural elements (moisture, heat, etc.);
  • Damage or deterioration to surface finishes, appearance, or aesthetics;
  • Labor costs for component replacement or replacement work;
  • Defects or damage resulting from accidents, abuse, misuse, abnormal use (including but not limited to stunt riding, racing, or other activities inconsistent with the product’s intended use), improper storage, unusual liquid exposure, chemical contact, moisture, wear, exposure to sand or dust, neglect, or abnormal physical, electrical, or mechanical stress;
  • Scratches, dents, and cosmetic damage not caused by FREY;
  • Products with serial numbers or barcodes that have been removed, damaged, altered, or rendered illegible;
  • Defects or damage caused by the use of accessories, products, or auxiliary equipment not provided or approved by FREY;
  • Defects or damage resulting from improper assembly, testing, operation, maintenance, installation, servicing, repair, or adjustment not in accordance with assembly instructions or the user manual;
  • Defects or damage resulting from external causes, such as collision, fire, flood, storm, lightning, earthquake, exposure to weather conditions, or theft;
  • Normal wear and tear that is not due to defects in workmanship or materials, as determined by FREY.

 

Claim Application

  1. Warranty Claims

For warranty claims covered under the warranty scope, please contact the FREY after-sales department at [email protected]. When submitting any warranty request, you must provide proof of purchase along with a description, photos, or videos of the damaged product.
Components covered within the warranty period can be replaced according to the warranty terms above. FREY only provides free replacement parts and does not reimburse any labor costs incurred for repair services.

  1. Transportation Damage Claims

    In rare cases, the received goods may be damaged during transport. If transportation damage occurs, please contact [email protected] and provide photo or video evidence.

Note: We do not accept transportation damage claims for products received more than three days after delivery.

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