• Refund policy

Thank you for shopping with us.
We want you to have a smooth and worry-free shopping experience.
If you are not fully satisfied with your purchase, we offer a 30-day return policy, counted from the date of purchase (order date).

1. Return Eligibility

To qualify for a return:

The return request must be submitted within 30 days from the order date.

The item must be:

Unused and in the same condition as received

In its original packaging

With all accessories, manuals, and tags included

Items that show signs of use, damage, or missing parts may not be eligible for a full refund.

2. Non-Returnable Items

The following items cannot be returned:

Final sale or clearance items

Customized or personalized products

Items damaged due to misuse or improper operation

Gift cards

3. Return Process

To initiate a return, please contact our customer support at support@gmail.com with:

• Order number
• Product name
• Reason for return
• Photos/videos (if applicable)

Our team will review your request and provide the return instructions and the return address.

4. Shipping Costs

Customer-initiated returns (no quality issues):
If the return is due to the customer’s personal reasons—such as change of mind, incorrect purchase, or no longer wanting the product—the customer is responsible for all return shipping costs. We recommend using a trackable shipping service. Shipping fees are non-refundable.

Product-related returns (defective or incorrect item):
If the return is approved due to a product defect, damage in transit, or receiving the wrong item, we will cover the return shipping cost. In such cases, our support team will provide a prepaid return label or an alternative solution.

5. Refunds

Once we receive and inspect the returned item, we will notify you of the approval or rejection of your refund.

If approved, your refund will be processed to your original payment method within 3–7 business days.

If the product is returned damaged, incomplete, or not in its original condition, we may issue a partial refund.

6. Order Cancellations

Orders can only be canceled before the item is shipped.

Once shipped, the order cannot be canceled and must follow the return process.

7. Exchanges

We currently do not support direct exchanges.
If you need a different item, please request a return and place a new order.

• Warranty Policy

ECLIO After-Sales Service & Warranty Policy

This Limited Warranty is officially issued by Eclio and is effective starting December 1, 2025. It applies only to products purchased through the Eclio official website. Electric bikes purchased through authorized channels, including offline dealers, etc, are subject to the respective warranty policies of those sales channels.

Product Quality Assurance

All products sold by ECLIO are guaranteed to be brand new and meet applicable national, industry, and factory quality standards.

This warranty covers failures or damages caused by defects in materials or workmanship.
The following situations are NOT covered under warranty:

• Normal Wear and Tear
  Including tires, brake pads, chains, gears, and other consumable parts.
• Human-Caused Damage
  Including accidents, misuse, abuse, unauthorized modifications, use of non-original parts, or improper maintenance.
• External Factors
  Such as natural disasters (fire, typhoon, flood), or severe weather (heavy rain, snow, etc.).
• Improper Storage
  Failure to store the product according to instructions results in damage or performance degradation.

E-Bike Orders - Warranty Scope & Duration

The electric bikes are covered by a 2-year limited warranty from the date of purchase. 
See the table below for more details.

Separately Purchased Parts & Components

Replacement parts purchased separately are covered by a three-month (3 months) limited warranty from the date of purchase.

This warranty does not cover damage resulting from normal wear and tear, aging, improper installation, or misuse.

Inspection Upon Delivery

Please inspect the product immediately upon delivery. If you discover any defects or damage, please contact us within 7 days of receiving the product.

For warranty and after-sales service, please keep your order confirmation or proof of purchase and record the serial number located on the bike frame. This information will be required to process warranty claims.

Warranty Scope & Duration

Core Components (Motor / Battery / Controller)

• Lumeo 2 & D01 Pro/ Terrn 2 Pro models: 24 months warranty
• Other models: 12 months warranty
• Final interpretation rights belong to ECLIO.

Parts NameWarranty PeriodWarranty ContentFrame24 Month

Covered:

• Deformation
• Welding defects
• Structural cracks due to manufacturing issues

Motor12-24 Month

Covered:

• Coil phase loss, burnout
• Magnet demagnetization or detachment
• Axle deformation

Replacement available within warranty if not repairable.

Not covered:

• Water damage
• Unauthorized disassembly/modification
• Collision, overloading, improper use
• Rim deformation caused by low tire pressure (e.g., hitting potholes)

Motor Hall Sensor & Motor Bearings

Covered:

• Hall sensor burnout
• Bearing noise or damage

Battery

• Replacement within 12 months for quality issues
• Accessories (lock, casing, charging port, handle) excluded

Not covered:

• Water damage
• Overcharging / over-discharging
• Non-original chargers
• Unauthorized disassembly
• Collision or high-temperature exposure

Controller12-24 Month

Covered:

• Functional failure
• Short circuit
• Drive failure

Not covered:

• Water damage
• Modification or rewiring
• Collision or overload

Charger6-Month

Covered:

• Charging failure
• Overheating
• Functional defects

Display & Throttle6-Month

Physical damage is not covered.

• Black screen, freezing, or display issues.
• Functional failure
• Damage upon arrival

Rear Fork, Front Fork, Wheels, Handlebars, Stem, Seat Post

12-Month

Covered:

• Deformation
• Welding defects
• Structural cracks due to manufacturing issues

Electrical & Mechanical Parts

Includes:

• Cables, switches, locks, horn, alarm
• Brake levers, throttle, kickstand lock
• Shock absorbers, stands, disc brakes, crankset

6-Month

Covered:

• Functional failure is not repairable
• Welding failure, deformation

Not covered:

• Human damage (collision/modification)
• Warranty valid within 7 days after delivery confirmation

Cosmetic & Wear Parts

Includes:

• Painted parts, plated parts
• saddle tires, racks, mirrors

Covered:

Including large-area paint peeling (≥1 cm²), color fading, bubbling, cracking, seam separation, or breakage.

• Warranty valid within 7 days after delivery confirmation

Non-Warranty Situations

Warranty will NOT apply if:

1. Claims made after the expiration of the specified warranty period or outside the defined warranty scope shall be deemed ineligible for warranty service
2. Standard parts and decorative items such as oil tubes, brake pads, motor end covers, screws and nuts, as well as wear-and-tear parts and consumables like pedal covers, are subject to the warranty terms listed in the table above. Any claims beyond the specified warranty period or scope will be considered outside of warranty service
3. No valid proof of purchase (invoice/order record)
4. Promotional/free items
5. Subjective issues (noise level, softness, etc.)
6. Force majeure (earthquake, flood, lightning, chemical damage)
7. Unauthorized repair or modification

Battery Policy (Additional Terms)

Warranty Coverage (Non-Human-Caused Quality Issues):

1. Rapid battery capacity degradation caused by cell manufacturing defects (beyond natural degradation standards).
2. BMS malfunctions resulting in inability to charge/discharge or failure of overcharge/over-discharge protection (non-modified units).
3. Poor contact due to quality issues with factory wiring harnesses or connectors.
4. Cracking of the casing caused by manufacturing defects (not due to compression, impact, or drops).

Replacement Policy:

1. Direct replacement within the warranty period if the issue meets coverage criteria.
2. Replacement if a repair has been attempted two or more times but the fault persists.
3. Immediate replacement in the case of safety failures (fire, smoke, or leakage).

Battery Exclusions:

1. Beyond the warranty period or exceeding the maximum cycle count.
2. Disassembly, drilling, welding, modification, or replacement of non-original cells, BMS, or chargers.
3. Water ingress due to immersion, heavy rain, or riding in water (beyond the specified IP rating).
4. Damage caused by impact, compression, fire, or chemical corrosion.
5. Use of non-original or non-compliant chargers, or charging outside the temperature range (<0°C / >45°C).
6. Failure to follow maintenance instructions; long-term storage with low charge (<20%) exceeding 3 months.
7. Force majeure events (earthquake, flood, etc.) or secondary damage caused by unauthorized repairs.
8. Scratches on the casing or normal capacity degradation within standard limits.
9. Missing battery SN, lack of order proof, or SN tampering/removal.

Regarding Delivery and Receipt:

1. Upon receiving the package, please carefully inspect the product and its packaging. If you find severe damage to the outer packaging or the product itself, take photos as evidence and immediately contact our online customer service for verification. We will handle the issue appropriately.
2. Our company conducts multiple inspections to ensure products meet quality standards before shipment. However, minor scratches, scuffs, or small dents that may occur during transportation cannot be considered valid reasons for returns or exchanges due to product quality. Please contact customer service promptly to resolve any issues. If the casing is severely damaged, affecting appearance or riding safety, please contact customer service for further assistance.

User Responsibilities:

1. Users must maintain the E-BIKE according to the instructions in the manual, including regular checks of the battery, motor, brakes, gears, and tire pressure.
2. Users must operate the E-BIKE correctly as instructed, avoiding overloading, prolonged high-intensity use, or risky riding behaviors that could cause accidents or product damage.
3. Avoid using the E-BIKE in extreme weather conditions such as heavy rain, snow, or typhoons, and prevent improper storage that may damage the product.
4. Carefully read the user manual to understand detailed maintenance and usage instructions, ensuring your E-BIKE remains in optimal condition at all times.

Important Notes:

1. Please keep your purchase records properly, as they are required to receive warranty service.
2. This warranty policy applies only to the original purchaser and is non-transferable.

Warranty Claim Process

1. Provide your order number, serial number, a description of the issue, and the photo/ video evidence.
2. Our team will verify whether the issue is covered under warranty.
3. If approved, we will arrange replacement parts or repairs.
4. To be eligible for reimbursement of third-party repair costs, customers must obtain our prior approval before proceeding with any such service. Repairs carried out without our knowledge or consent will not be reimbursed under the warranty.

If you have any questions, please contact Eclio Customer Service support@ecliogo.com

Warranty Region

Only applicable to United States e-bike purchases from happyrunsports.com. Bikes purchased outside the Happyrun official website, shall contact their original dealer for after-sale service. All Happyrun bike owners are entitled to contact the Happyrun CS Team for troubleshooting service throughout the lifetime of bikes.

For clarity, we DO NOT ship to Alaska, Hawaii, Puerto Rico, or other U.S. territories.

Warranty parts will only be shipped within the continental (the lower 48 states) United States.

Warranty Start

Happyrun warrants the Products for a limited time from the date of delivered of the orginal purchase against defects in materials and workmanship when used normally in accordance with Happyrun's published guidelines.

The following table outlines the timeframes and terms of service for our various components.

Structure

• 
  Frames (24 Months):
  
  Natural deformation, open welding, or desoldering fracture due to quality issues can be replaced.
  
  Note: Self-modification, collision damage, and similar issues are not covered under warranty.
  
• 
  Front Forks and Handlebar (12 Months):
  
  Covered for defects related to manufacturing quality. Damage caused by collision or self-modification is not covered.
  

Other Essential Parts

• 
  Pedals, Tires, Saddles, Fenders, Brakes, Brake Discs, Brake Rods, Brake Levers (3 Months):
  
  Punctures caused by sharp objects, collision damage, or human error are not covered. Self-modification and damage caused by impact or misuse are also excluded from warranty coverage.
  
• 
  Crank Chain Plate, Wheel Hub, Spoke, Derailleur, Freewheel, Chain, Bottom Bracket, Shock Absorber, Kickstand, Rims, Shifter (6 Months):
  
  Manufacturing defects are covered within the warranty period. Damage caused by collisions, misuse, or unauthorized modifications is not covered.
  

Electrical Parts

• 
  Motors, Halls, Bearings, Controller, Charger, Main Harness (12 Months):
  
  Short circuits, burnouts, and performance failures caused by manufacturing defects are covered.
  
  However, damage from water ingress, disconnection, or human error is excluded.
  
  Components such as Hall elements, bearings, and magnets can be replaced in cases of phase loss, burnout, demagnetization, or abnormal noise. Breakage or water ingress is not covered under warranty.
  
• 
  Display, Speed Control Knob, Booster, Throttle (6 Months):
  
  Covered for manufacturing defects. Excludes damage due to misuse, modification, or water ingress.
  
• 
  Headlights, Turn Signal Lights, Taillight, Keys, Switches (3 Months):
  
  Covered for defects in materials or workmanship. Physical or water-related damage is not included.
  

Batteries (12 Months):

Batteries are designed to retain up to 75% of their original capacity for up to 300 charging cycles or until whichever limit is reached first.

Damage caused by water ingress or human error is not covered under the warranty.

Exclusions. This Limited Warranty does not cover the following:

(1) Normal wear and tear of the product.

(2) Damage or failure from abuse, neglect, misuse, or accident.

(3) Damage from stunt riding, ramp jumping, acrobatics, or similar activities or any activity that is not consistent with the intended use of the bike.

(4) Damages resulting from improper charging of the battery pack or use of any charger not supplied by Happyrun or its dealers.

(5) Installation of any third-party parts, accessories, or electrical or

mechanical components.

(6) Any components that have been modified or tampered with, including but not limited to tires, brake pads, chains, lights, motors, battery packs, displays, controllers, etc.

(7) Lost or damaged keys or NFC card.

(8) All warranties are void if electrical parts have been repaired or modified by a person not authorized by Happyrun.

(9) The bike was stolen, we can not cover full refund or replcament for stolen bikes.

Claims Process

Warranty Claims

All claims to this warranty must be made through Happyrun and submitted to support@happyrunsports.com. You can also click here to submit a request form. Proof of purchase and photos or videos of the damaged product is required to be submitted alongside any warranty request. Before making a warranty claim, you are encouraged to contact Happyrun via support@happyrunsports.com, as there may be a simple fix for your problem that does not necessitate filing a claim. Valid warranty claims made within 1 years of initial purchase will be processed through Happyrun.

Happyrun will not replace any part without first seeing photos or video of the damaged product. Customers must provide this evidence by email.

Note: Happyrun will offer free components and replacement parts, and any installation fees will not be covered by Happyrun without the after-sales team's authorization.

Shipping Damage Claims 

In rare instances, the item received may be damaged during transportation. If shipping damage occurs, please contact support@happyrunsports.com and provide us with photo or video proof.

No free accessories are eligible for replacement or compensation if they are scratched during transportation.

NOTICE: We will not accept shipping damage claims filed more than 14 days after receipt of any products.

Return and Refund

Order Cancellation

To cancel an order, please email us at info@happyrunsports.com before shipment. Submission of a cancellation request does not guarantee approval. If successfully canceled, you will receive an email confirmation within 24 hours, and a 4.5% transaction processing fee will be applied to the refunded amount.

Once the order has been shipped, we are unable to cancel it. However, you may refuse the package. In such cases, a 4.5% transaction processing fee will be charged. This fee is retained by the financial service provider that processed your payment, not by Happyrun. The fee can be waived if you opt for a product exchange. Additionally, customers are responsible for return shipping costs: $150 for adult bikes (G100 Pro/G300 Pro: $200) and $40 for kids' bikes.

Please choose carefully, and feel free to contact our team for assistance in selecting the correct product.

Return

Please read the following carefully to understand our returns and restocking fee policy applicable to all components, accessories, and ebikes sold by Happyrun. Purchases made between November 21st and December 24th can be returned until January 6th of the following year. Please note, that the item needs to be in new and unused condition to qualify for a full refund with no restocking fee, less shipping charges.

For Non-Quality Issues

(1) The bike is new and unused:

Within 14 days of receipt: Only the return shipping fee will be deducted ($150 per bike, G100 Pro/G300 Pro: $200), along with a 4.5% transaction processing fee. This fee is not retained by Happyrun but by the financial service provider that handled your online payment

(2) The bike has been used:

Within 14 days of receipt: The return shipping fee will be deducted ($150 per bike, G100 Pro/G300 Pro: $200), and an additional 20% restocking fee will apply. Note: The item must be in good condition, and the mileage on the e-bike's odometer must not exceed 20 miles.

Note: Returns are not allowed for bikes after 14 days of receipt.

For Quality Issues

(1) Within 14 days of receipt: A full refund will be provided, with no return shipping or processing fees charged (for critically damaged items or items affecting functional use). Alternatively, the customer may choose to exchange for another e-bike, with no additional return shipping costs required.

Note: Please remember that our Happyrun team will investigate into the quality issues carefully. If there is any damage to the bike is found intentional and man-made, we will still charge the return shipping fee.

*Definition of critically damaged items: the main structure of the product is deformed and affects its normal functions in any form.

(2) After 14 days of receipt: Depending on the specific circumstances, we may charge the customer a return shipping fee. Please contact our customer support team at support@happyrunsports.com, and they will determine the payment method.

The following situations will be seen as normal and will not apply to the free replacement or refund policy:

1. A) Minor damage to the outer packaging.
2. B) Damage to parts or wearing parts after excessive use.
3. C) Damage to parts or wearing parts after using for a certain while or a certain number of times.

Note: All returns require the original packaging supplies and shipping box. Bikes must not have any wear, dirt, scratches, and must be in the same packaging and condition as you received them, and must include all items in the box (battery, charger, keys, Tool set, Manual, etc.).

Additional Return Policies:

New & Unused Items (Within 14 Days):
Full refund available
Return shipping charges apply:
* $50 for wheels, motors, batteries, trailers.
* $15 for all other accessories. 

Note: All returns require the original packaging supplies and shipping box. Products must not have any wear, dirt, or scratches and must be in the same packaging and condition as you received them.

Start My Return

To better understand the problem and solve it effectively, photos and/or videos are REQUIRED as evidence. Click here to submit a return request, or contact us at support@happyrunsports.com. If your return is approved, we will provide you with a return shipping label.

If the customer decides to arrange the return shipment and the request has been confirmed by the Happyrun customer service team, the customer is responsible for ensuring the safe shipment and successful return. Items returned without prior approval will not be accepted. Happyrun is not liable for the cost of return shipping arranged by the customer nor for any lost return packages. We sincerely appreciate your cooperation!

Refund

Refunds will be processed within 10-15 business days after we receive and inspect the returned package. Once we confirm the returned product meets our return conditions, we will deduct any applicable fees and issue the remaining refund to the customer's original payment method.

If the refund has not been credited to your account after 7 days, we recommend contacting your credit card company and/or bank. Please note that delays may occur due to the varying procedures of financial institutions.

Scope of Application

This return policy applies only to products purchased through the Happyrun official website (happyrunsports.com). Purchases made through other channels, such as Amazon or offline dealers, are not covered by this policy. Customers must adhere to the return policies of the respective platforms or dealers.

Warranty

I. General Provisions

1. Applicable Premise: By purchasing products through Freego's official and authorized channels, the user is deemed to have read, understood, and agreed to all contents of these Terms, and voluntarily accepts the constraints of these Terms.

2. Uniqueness: These Terms are the sole official warranty basis for the Freego brand. No additional warranty requirements from any third parties (including unauthorized distributors or maintenance institutions) shall be accepted, and warranty commitments from non-official channels are invalid.

3. Revision Notes: Revisions to these Terms shall be publicly announced 7 days in advance through Freego's official website, APP, and authorized channels. The revised content shall take effect after the public announcement period and shall not be retroactive (i.e., products already purchased shall still be subject to the warranty terms in effect at the time of purchase).

II. Scope of Application

1. Applicable Products: Freego brand genuine electric bicycles and official standard accessories (as specified in the annex to the product manual).

2. Purchase Channels: Limited to new products purchased through the following channels:
Freego official website, official flagship stores, and officially authorized online platforms (with the "Freego Official Authorization" logo);
Freego brand authorized offline stores (with an officially unified authorized plaque, whose authorization qualification can be inquired through the official website).

3. Inapplicable Situations: Second-hand resold products, products from non-official channels (such as smuggled, assembled, or refurbished products), gifts, and promotional gifts (unless otherwise agreed) are not covered by these Terms.

III. Warranty Scope and Duration

CategoryIncluded ComponentsWarranty PeriodRemarksWear PartsHandle covers, pedals, chains, inner tubes, outer tires, parking stands, brake discs, brake pads, brake hoses, clamps, fenders, etc.30 daysCovered for normal wear and tear, excluding damage caused by excessive use (e.g., heavy stomping, sudden braking) by the user.Electronic ComponentsMultifunctional switches, connecting wires, front/rear lights, shift/throttle levers, assist sensors, meters/displays, chargers, etc.3 monthsCovered for faults caused by non-human water ingress or short circuits, excluding damage caused by self-modified circuits.Core ComponentsMotors, batteries, controllers, core electronic control systems1 yearBattery warranty is limited to capacity attenuation exceeding 20% (under normal use), excluding damage caused by overcharging or overdischarging.Core Structural PartsFrames, stem, handlebars24 monthsCovered for cracks or deformation caused by material or manufacturing defects, excluding damage caused by collisions or overloading.

IV. Situations Not Covered by Warranty

1. Damage caused by improper use or maintenance by the user (e.g., overloading, wading, high-temperature exposure, self-disassembly/modification, etc.);

2. Malfunctions caused by failure to maintain the product in accordance with the instruction manual (e.g., lack of regular maintenance);

3 . Damage caused by force majeure (e.g., natural disasters, fires) or third-party infringement (e.g., man-made damage, traffic accidents);

4. Problems arising after repairs or replacement of components by non-official authorized personnel;

5 . Malfunctions beyond the warranty period of the corresponding components.

V. Warranty Service Procedures

Application: After discovering a fault, the user shall submit a warranty application through Freego's official customer service hotline or email, uploading the purchase certificate, product serial number photo, and fault description (videos/pictures are recommended).

Review: The official team will complete the review within 3 working days, confirm whether it is within the warranty scope, and provide feedback on the handling plan (free replacement of parts/paid repair).

Parts Replacement:
For those within the warranty scope, the official team will send genuine original parts free of charge (shipping costs borne by Freego).
Users can choose to install by themselves or pay for installation at an authorized service center.

Objection Handling: If the user disagrees with the review result, they can apply for re-examination within 7 days after receiving the result. The official team will issue a re-examination report within 5 working days (users shall cooperate to provide additional testing certificates if required).

VI. Other Notes

1. The warranty service only includes free replacement of eligible parts (genuine original parts) and does not cover installation labor costs. Users shall arrange installation by themselves or pay to choose an official cooperative network.

2. The replaced old parts shall be owned by Freego. Users shall send back the old parts within 15 days after receiving the new parts (shipping costs borne by the official team). Failure to do so may result in the recovery of the new parts cost.

3. The final interpretation of these Terms belongs to the Freego brand. For any inquiries, please contact the official customer service:
Email: Support@freegobikes.com / website: freegobikes.com.

Product Protection Plan

To further protect your purchase, we offer an optional Product Protection Plan in partnership with Xcotton (who works with AIG). This plan provides extra coverage beyond the standard manufacturer’s warranty.

1. What’s Covered

The Product Protection Plan covers:

• Malfunctions during normal use
• Accidental damage
• Other coverage as specified in the plan terms

2. How It Works

• You can add the Product Protection Plan when purchasing your product.
• The plan cost varies based on the product and coverage period, which will be shown at checkout.
• After purchase, you will receive a confirmation email with all coverage details.
• Coverage begins on the date your product ships and lasts for the selected period.

3. Claims Process

• If your product experiences an issue covered by the plan, use the link in your confirmation email to contact Xcotton’s resolution center.
• Follow the instructions provided; Xcotton’s claims specialists will guide you through the process.
• Our team will assist as needed, but all claims are handled by Xcotton.

4. Returns and Exchanges

• If you return or exchange your product after purchasing the protection plan, please notify us.
• The protection plan may be affected, and specific conditions apply.
• For assistance, contact our customer service or use the link in your confirmation email.

5. Disclaimer

The Product Protection Plan is provided by a third-party partner. We act only as an intermediary and do not assume responsibility for the plan’s quality or execution. Please carefully review the full plan terms and conditions to understand your coverage.

6. Cancellation

• You may cancel the plan within 45 days of purchase for any reason.
• If you cancel within 60 days and no claims have been made, you will receive a full refund.
• After 60 days or if claims have been made, you will receive a pro-rated refund based on the remaining coverage period, minus the cost of any claims and an administrative fee (not exceeding $50 or the total plan cost, whichever is lower).

7. Contact Information

For questions about the Product Protection Plan, please contact:

• Our customer service: support@FreegoBikes.com
• Xcotton Support: support@xcottons.com

Price Guarantee Policy

At Freego, we are committed to providing our customers with the best prices on our products. As part of this commitment, we offer a "30-Day Price Guarantee" to ensure you get the best value for your purchase.

Price Guarantee Terms:

1. Eligibility:

• The Price Guarantee is applicable to products purchased directly from Freego.
• If the price of a product you have purchased drops on our website within 30 days of your purchase date, you are eligible to receive a refund for the difference.

2. How to Claim:

• To claim the price difference, please contact our customer service team within 30 days of your purchase with your order details and the current price of the product.
• Once we verify the price change, we will process the refund for the difference.

3. Exclusions:

• The Price Guarantee is only valid for price reductions on our website and does not apply to promotions, discounts, or offers available on other websites or platforms.
• Price changes that occur after the 30-day period are not eligible for a refund.

4. Refund Process:

• Approved refunds will be processed using the original payment method within [number of days, e.g., 7-10 business days] of approval.
• The refund will only cover the price difference and will not include any shipping or handling fees.

5. Additional Conditions:

• The Price Guarantee applies only to the original purchaser and cannot be transferred.
• Freego reserves the right to modify or terminate this policy at any time without prior notice.

Note: Due to force majeure factors such as changes in tariffs and freight costs, product prices may fluctuate over time. We are unable to offer refunds or compensation for price differences resulting from such circumstances. Thank you for your understanding.

If you have any questions about our Price Guarantee Policy, please contact our customer service team at support@freegobikes.com.

Shipping Protection Policy

For added peace of mind, we now offer optional Shipping Protection through our partner Xcotton. This service provides additional coverage for lost or damaged products during shipping.

1. What’s Covered:

If you purchase Shipping Protection at checkout, your order is covered for:

• Lost packages
• Products damaged during shipping
• Loss or damage caused by unforeseen events (e.g., natural disasters, accidents)

2. How It Works:

• You can add Shipping Protection during checkout. The service fee will be shown at that time.
• Coverage applies only to the products in the specific order where Shipping Protection was selected.

3. Claims Process:

• After purchasing Shipping Protection, you will receive coverage details and Xcotton’s contact information, including your Shipping Protection service number and claims guide.
• If your product is lost or damaged during shipping, please contact Xcotton immediately to initiate a claim using the provided service number.
• You may be asked to provide supporting documents, such as shipping proof or photos of the damaged product, as outlined in Xcotton’s claims guide.
• Once you purchase Shipping Protection, all risks related to shipping damage or loss are covered by Xcotton. We will assist by providing necessary order information, but all claims are handled solely by Xcotton.

4. Important Notes:

• Please check your shipping address and contact details carefully to avoid delivery issues.
• Inspect your products upon arrival. If there are any problems, contact support@xcottons.com promptly.
• Shipping Protection can be canceled before your order ships. Once shipped, it cannot be canceled.
• For full coverage terms and exclusions, please refer to Xcotton’s official policy.

Return, Exchange, and Order Cancellation Policy for Freego Purchases

1. Return Policy:

We offer a 14-day money-back guarantee from the date of delivery. If you decide to return your electric bicycle within this period, please ensure the following conditions are met:

• Unopened and Unused: Returns are only accepted if the product remains in its original, unopened packaging and has not been assembled, tested, or used in any way. Once the package is opened or the bicycle is ridden, it is considered used, and returns will not be accepted.
• Undamaged Condition: The returned item must be free from scratches, dents, or any other physical damage. Any signs of mishandling or improper storage will render the return invalid.

Shipping and Fees:

• Customers are responsible for both the original shipping fee paid upon purchase and the return shipping fee. A flat fee of $400 per bicycle will be deducted from the refund amount to cover these costs.
• If the returned item shows visible damage, additional charges will be applied to cover repair or replacement costs. The exact amount will be determined by our inspection team.

2. Exchange Policy:

If the bike has a defect or quality issue, we will first offer to send replacement parts to fix the problem rather than processing a return or exchange. If you still prefer an exchange, you will be responsible for the cost of shipping the bike back to us, and we will cover the cost of shipping the replacement bike to you.

3. Order Cancellation Policy:

You may cancel your order at any time as long as it has not yet shipped. In such cases, we will only deduct any applicable bank processing fees.

If your order has already shipped, we cannot accept a cancellation. Should you still wish to return the item, you will be responsible for the return shipping cost, and a total of $400 will be deducted to cover the original shipping, handling, and repackaging fees. Additionally, you are responsible for shipping the item back to the Freego warehouse.

4. Refunds

We will notify you once we’ve received and inspected your return and inform you whether the refund has been approved. If approved, the refund will be issued to your original payment method. Please note it may take 2-4 weeks for your bank or credit card company to process and post the refund.

5. Damages and issues 

Please inspect your order upon delivery and contact us immediately if the item is defective, damaged, or incorrect, so we can evaluate the issue and resolve it accordingly.

6. Exceptions / non-returnable items

Please note that all accessories and parts, including but not limited to small components and attachments, are non-returnable and non-refundable. This policy also applies to items that are customized, specially ordered, or marked as final sale. If you have questions or concerns about your specific purchase, please contact us for assistance.

If the return is caused by the consumer, the consumer is responsible for the shipping fee. The specific fee depends on the express company you choose.

If the return is due to our fault (e.g., damaged or incorrect item), the consumer is not required to bear the shipping fee.

Return Address: 3681 Walnut Ave, Chino, CA 91710, United States. (Please note: If you do not contact us for a refund, our warehouse will not accept it and we have the right not to process the refund.)

Contact: For any return inquiries, please contact us at support@Freegobikes.com.

All-Inclusive Manufacturer's Warranty

Riding Times proudly offers a 1-year all-inclusive manufacturer’s warranty for the original purchaser on all electric bikes and scooters bought directly from our official website. This warranty covers manufacturing defects only.
We do not cover any damage caused by incorrect or improper installation. For proper installation instructions, please refer to the guide.

🚫 Note: Free accessories and items not purchased directly from our website are not covered.

Warranty Eligibility

To be eligible for warranty service:

• The product must be purchased from our official website.
• You must provide a valid order number from your original purchase.

Transfer Terms

The 1-year warranty is tied to the original owner but may be transferred if:

• The warranty is still within 12 months from the original purchase date.
• The new owner has access to the original order number and purchaser’s name.

What Is Covered

We cover any component proven to have a manufacturing defect under normal use and conditions. This includes the frame, battery, motor, and electrical components, subject to the exclusions below.

What Is Not Covered

The warranty does not cover issues caused by:

• Improper use, accidents, stunts, racing, or abuse
• Unauthorized modifications or tampering
• Improper storage or exposure to extreme elements (rain, snow, heat)
• Normal wear and tear items such as:Tires, brake pads, chains, grips, cables, rubber components, bearings, pedals, etc.
• Cosmetic damage (scratches, dents, fading) unless caused by shipping or manufacturing error
• Assembly or service by unauthorized technicians
• Use of third-party accessories or parts

🔧 Note: For issues not covered under warranty due to customer misuse or wear & tear, we offer a 40% discount on replacement parts as a goodwill gesture.

Shipping Damage Claims

• Claims for products damaged in transit must be submitted within 7 days of receiving the product.
• Provide photos or videos of the damage and send them to support@ridert.com.

Battery Coverage

• Batteries are covered by a 1-year prorated warranty.
• We do not cover:Use with an unapproved chargerWater damagePhysical damage or misuseTampered or opened battery casings

Claims Process

1. Submit a Warranty Claim

Email support@ridert.com with the following:

• Your order number
• A description of the issue
• Clear photos or video of the damaged component

We’ll assess whether the damage is covered and guide you on the next steps. No claim will be processed without visual evidence.

2. Not Covered? Still Need Help?

If the issue falls outside warranty terms, you’re still eligible for a 40% discount on parts.

3. Chargebacks

Filing a credit card chargeback during the warranty period will void your warranty until the dispute is resolved.

Riding Times Return & Refund Policy

We want you to have an amazing experience with your new e-bike or scooter. However, due to the nature of our products, we have outlined the following policy to ensure clarity and fairness for both parties.

1. Order Cancellation

• Before Shipment (Tracking Number Not Created):

Free cancellation. Contact support@ridert.com, and our customer service team will respond within 24 hours.

• After Shipment (Tracking Number Created):

Once a tracking number has been created, the item is considered shipped and cannot be cancelled for free. A 20% restocking fee will apply. 

Note: Once FedEx has been scheduled to pick up the package, even if it is still physically with us, the shipping process has begun.

2. Order Modification

• Before Shipment: 

Free of charge.

• Shipped but Not Yet Delivered:

Modifications are not guaranteed. Contact support@ridert.com for assistance.

• Delivered:

No modifications can be made. Please refer to the return policy below.

3. Returns and Replacements

Returns for Personal Reasons (Non-Defective)

We do not accept returns on e-bikes or scooters that have been ridden over 100 miles, or used for more than 30 days, except in the case of verified quality issues.

• Unopened Products:

Return within 30 days for a $150 shipping fee + 20% restocking fee.

• Opened but Unused (Less than 100 miles & in like-new condition):

Return within 30 days for a $150 shipping fee + 50% restocking fee. 

• Used or Damaged Products:

Heavily used, scratched, or damaged products are not eligible for return. Additional deductions may apply after inspection.

Returns for Quality or Damage Issues

If your product has a functional defect or damage caused during shipping, we will:

• Provide full tech support and replacement parts at no cost.
• Offer a free replacement if the damage is critical (e.g., frame bent, motor failure). Photos/videos are required to process your claim.

Critically damaged = Damage that affects normal riding functionality.

Not Covered by Free Return or Replacement:

• Minor paint scratches or cosmetic blemishes.
• Normal wear and tear.
• Damage after 100 miles or 30 days of use.
• Damage from misuse, modification, or accidents

4. Return Procedure

To request a return:

1. Email support@ridert.com within 30 days of delivery.  
2. Provide: 

• Photos of both sides of the bike. 
• Mileage shown on display (if available).
• Condition of the box.
• Serial number label (on the bike and box)

Returns must be in original packaging with all parts included: charger, battery, keys, hardware, etc.

5. Customer-Arranged Shipping (If Applicable)

• If you choose to ship the item back yourself:  You must use a signature-required service with insurance.
• We are not responsible for any damage, loss, or delays during transit.

6. Non-Returnable Items

• Used bikes or scooters with over 100 miles or 30 days of use.
• Parts and accessories.
• Custom or special orders.

7. Refund Timeline

Refunds will be processed once your return is received and inspected. Deductions for shipping and restocking will apply based on the product’s condition. Please allow up to 7 business days for refunds to appear. Contact your bank or credit card provider if delays occur.

Warranty Policy

Each new electric bike sold by COSWHEEL E-Bikes comes with a Limited Warranty (as defined below) for the original retail purchaser.

PROOF OF PRODUCT REGISTRATION AND ORIGINAL PURCHASE RECEIPT IS REQUIRED FOR VALID WARRANTY COVERAGE.

Warranty

This warranty covers defects in materials or workmanship that occur under normal use conditions. It is intended to provide protection against issues that arise due to manufacturing or design flaws. Natural wear and tear that occurs with regular use is not covered under this warranty.

COSWHEEL provides a warranty to the initial retail buyer of the bike, subject to the terms, conditions, and limitations specified in this document:

Under regular use and maintenance, the bike's frame, mechanical, and electric components will be free of defects in material and workmanship for one (1) year from the delivery date, according to COSWHEEL's warranty.

Mechanical components include: Wheelset, Stem, Bolts and Nuts, Brake Lever, Front Suspension, Crankset, Cassette, Rear Derailleur, Front Reflector, Rear Reflector, and Brake Rotor.

Electric components include: Throttle, Display, Motor, Controller, and Speed Sensor.

The battery is covered by a Limited Warranty for one (1) year from the delivery date, against defects in material and workmanship during normal use and service. The Limited Warranty applies to defects that were already present at the time of delivery and covers the battery, motor, controller, display, and sensors.

Over time, like any rechargeable battery, the COSWHEEL rechargeable battery pack’s capacity will decline due to charge and discharge cycles. COSWHEEL guarantees that the battery pack will maintain at least 90% capacity for a minimum of one year. The warranty does not include damage caused by power surges, use of an inappropriate charger, water damage, improper maintenance, or any other abuse or natural wear.

This warranty is only valid for the first purchaser, and no other remedies, such as compensation for any harm or loss of use, are included. An additional warranty cannot extend the warranty period.

Since some parts are easily damaged, the warranty time varies. Please check the details below for reference:

• 
  Bicycle Frame: 1 year
  
• 
  Fork: 1 year
  
• 
  Foldable Handlebars: 6 months
  
• 
  Stem: 1 year
  
• 
  Pedals: 3 months
  
• 
  Brake Brake: 3 months
  
• 
  Electrical Accelerator: 3 months
  
• 
  Activation Key: 6 months
  
• 
  Headlight: 3 months
  
• 
  Brake Cable: Warranty
  
• 
  Charging Port: 6 months
  
• 
  USB Charging Port: 6 months
  
• 
  Bicycle Frame Cover: 3 months
  
• 
  LCD Display Screen: 1 year
  
• 
  Controller: 1 year
  
• 
  Power Battery: 1 year
  
• 
  Wheel Rim: 6 months
  
• 
  Wheel Tyres: Warranty
  
• 
  Saddle: 3 months
  
• 
  Locking Folding Buckle: 1 year
  
• 
  Charger: 1 year
  
• 
  Driving Motor: 1 year
  
• 
  Caliper Brake: 3 months
  
• 
  Disc Brake: Warranty
  
• 
  Dragging Wheels: Warranty
  

Remedies

COSWHEEL will assess warranty claims made by the original retail purchaser, authorized dealer, or the retail location where the bike was purchased, if they are made within the applicable warranty period.

The purchaser must send the bike to the location designated by COSWHEEL at their own expense. If the defective part is covered by the Limited Warranty, COSWHEEL will repair or replace it free of charge, at their discretion, and will also reimburse the shipping costs incurred by the purchaser.

If the defective part is not covered by the Limited Warranty, the purchaser will be responsible for the repair or replacement and shipping costs.

Limited Warranty Qualification

To qualify for this Limited Warranty, the following conditions must be met:

1. 
   The initial purchaser provides evidence that the bike was bought from COSWHEEL or one of its authorized dealers or distributors.
   
2. 
   The individual seeking warranty coverage is the original and first owner of the bike (the warranty is not transferable in the event of resale).
   
3. 
   The bike was used in compliance with its intended purpose. COSWHEEL bikes are designed for use on paved roads.
   
4. 
   The electronics, including connectors and cables, have not been fixed or modified.
   

Exclusion

The limited warranty does not cover the following:

• 
  Regular wear and tear of the product.
  
• 
  Damage or failure resulting from abuse, neglect, misuse, or accident.
  
• 
  Damage caused by off-road or stunt riding, ramp jumping, acrobatics, or any activity inconsistent with the intended use of the bike.
  
• 
  Damages caused by improper charging of the battery pack or use of any charger not provided by COSWHEEL or its dealers.
  
• 
  Paint damage or rust.
  
• 
  Installation of any third-party parts, accessories, or electrical or mechanical components.
  
• 
  Any components that have been altered or tampered with, including but not limited to tires, brake pads, chains, lights, motors, battery packs, displays, controllers, etc.
  
• 
  Damage associated with commercial use or rental operations.
  
• 
  Lost or damaged keys.
  
• 
  Damage caused by stunt riding, racing, or any other abusive treatment.
  
• 
  Products with the serial number or barcode removed, defaced, damaged, altered, or made illegible.
  
• 
  Any defects or damages caused by actions inconsistent with any guidance or warnings provided in the owner's manuals or product instructions.
  

Additionally, the following circumstances will void this Limited Warranty:

• 
  The bike is used for any purpose other than its intended reasonable use.
  
• 
  Electrical parts are fixed or modified by an unauthorized person.
  

This is a consumer warranty and does not apply to products used commercially or in rental operations.

Wear and Tear

Certain components of your COSWHEEL bike are susceptible to wear and tear due to their functional use. The extent of wear and tear depends on factors such as care, maintenance, usage, mileage, climate, and road conditions. Bikes left outside frequently are also subject to accelerated wear due to weathering.

To ensure safety, replace parts when they reach their wear limit. Examples include (but are not limited to): the drive chain or toothed belt, brake cables, brake pads, brake disc rotors, rubber hand grips, sprockets, pinions or toothed belt discs, gear cables, tires, saddle cover, rims, and bearings in the headset, hubs, and bottom bracket.

It is important to regularly check the condition of the brake pads and brake disc rotors and replace them if necessary, as they are subject to functional wear. Environmental factors can also accelerate wear, so regular cleaning and maintenance are required.

Replacing these parts due to wear is not covered under the Limited Warranty.

If parts need replacement due to wear or other issues, contact the dealer first and follow proper shipping and disassembly instructions to ensure warranty service is provided.

Failure to comply with assembly specifications and inspection intervals may void the warranty and liability for defects.

Other Limits

1. Exclusivity of Warranty

This Limited Warranty represents the full extent of COSWHEEL's responsibilities and the customer's sole and exclusive remedy, whether based upon warranty, statute, contract, tort (including negligence, strict liability, or any other theory of liability), indemnity, misrepresentation, or any other basis.

This is the sole warranty made by COSWHEEL regarding the bike and replaces all other warranties, conditions, and remedies, whether written, oral, statutory, or implied, including but not limited to the implied warranties or conditions of merchantability, fitness for a particular purpose, and those arising by statute or from usage of trade.

COSWHEEL does not represent or warrant that the bike (or any component thereof) will meet all customer requirements. Any terms inconsistent with this warranty contained in purchase orders or other documents are expressly rejected and excluded.

No agent, employee, dealer, representative, or reseller is authorized to modify or extend this Limited Warranty or make binding representations. Nothing in assembly instructions, product information, or advertisements is intended to create an express warranty of any kind.

The limitations and disclaimers in this warranty cannot be modified or waived except in writing signed by COSWHEEL’s duly authorized representative.

2. Limitation of Liability

To the extent permitted by law, in no event will COSWHEEL or its affiliates, or their respective officers, directors, employees, licensors, manufacturers, or suppliers be liable for any:

• 
  Loss of use
  
• 
  Interruption of business
  
• 
  Loss of revenue or profits
  
• 
  Lost goodwill
  
• 
  Work stoppage
  
• 
  Impairment of other goods
  
• 
  Cost of replacement parts or vehicles
  
• 
  Indirect, special, incidental, punitive, consequential, exemplary, aggravated, or reliance damages
  

— however arising, even if COSWHEEL is made aware of the possibility of such damages.

Your rights may vary from state to state. Some states or jurisdictions do not allow limitations on implied warranties or the exclusion of incidental or consequential damages, so the above may not apply to you.

Dispute Resolution

We strive to keep our customers happy and will do our best to resolve disputes related to a product or purchase under this Limited Warranty.

You agree that all disputes with COSWHEEL arising in any way from this Limited Warranty or the sale, value, condition, or performance of the product must be resolved exclusively through final and binding arbitration and not by a court or jury.

By agreeing to arbitration, you are waiving important rights, including the right to a trial by jury and the right to bring an action in court.

The arbitration will be before a single arbitrator and conducted in accordance with JAMS consumer arbitration rules and procedures, or other suitable consumer dispute procedures. The arbitration provision is entered into pursuant to the Federal Arbitration Act, and the substantive laws of the State of California, without reference to its conflict-of-law principles, will govern.

No class or collective actions are permitted; all disputes will be resolved on an individual basis only.

Customer Inquiries

For all inquiries on warranty and returns, please contact us at:

📧 service@coswheel.com

Return & Refund Policy

At COSWHEEL Ebikes, we are committed to providing our customers with the best products and services. We stand behind the quality of our products and want you to shop with confidence. Please read our return and refund policy carefully before making a purchase.

1. Order Cancellation

COSWHEEL Ebike Orders

• 
  Before Shipping: Cancellable with a 7% charge of the purchase price.
  
• 
  After Shipment: Cancellable with a 15% charge of the purchase price plus shipping costs.
  

COSWHEEL Accessories Orders

• 
  Before Shipping: Cancellable with a 7% charge of the purchase price.
  
• 
  After Shipment: Not eligible for cancellation.
  

2. Returns Within 30 Days

We accept returns or exchanges within 30 days under the following conditions:

A. Wrong Items Received

• 
  Solution: Free exchange or full refund.
  
• 
  Cost: None.
  

B. Damaged or Missing Accessories

• 
  Solution: We’ll resend missing accessories or offer a partial refund.
  
• 
  Cost: None.
  

C. Price Difference Refund

• 
  Within 7 days: Partial refund of the difference.
  
• 
  After 7 days: Not accepted (a free gift may be offered instead).
  
  Note: COSWHEEL reserves the right to organize promotions or events.
  

D. Change of Delivery Address

• 
  Cost: $20 per item.
  

E. Quality Issues

• 
  Within 30 days: Free return or exchange. Customer pays return shipping.
  
• 
  After 30 days: Returns not accepted. Repairs accepted under COSWHEEL’s guidance (photo or video proof required).
  

F. Non-Quality Related Returns

• 
  Accepted within 30 days only for new and unused ebikes.
  
• 
  Restocking Fee: 30% of purchase price + shipping cost (customer’s responsibility).
  
• 
  Must be in original packaging, unused, with proof of purchase and photos showing new condition.
  

G. Used Ebikes

• 
  Refunds accepted within 30 days only.
  
• 
  Restocking Fee: 70% of purchase price + return shipping cost.
  
• 
  Ebike must have under 25 miles on the odometer and no damage.
  

H. Non-Returnable Items

1. 
   Products from unauthorized resellers
   
2. 
   Damage caused by human error
   
3. 
   Special orders
   
4. 
   Sale items or gift cards
   
5. 
   Giveaways or free items
   

3. How to Initiate a Return

Email our Customer Support Team at service@coswheel.com to request a Return Material Authorization (RMA) number. We will guide you through the process.

After receiving and inspecting your return, we’ll email you to confirm receipt and notify you of approval or denial. Approved refunds will be processed within 7 business days, refunded to your original payment method.

Note: Your bank or card provider may take up to 30 additional days to process the refund.

Please ensure all returned items are clean, undamaged, and in original condition (no dirt, scuff marks, or pet hair). Items not meeting these standards will be considered final sale and not eligible for return.

4. Important Notes

• 
  No returns for ebikes after 30 days.
  
• 
  No returns for accessories after shipment (only replacements for quality issues).
  
• 
  No returns accepted through partner bike shops. Each shop has its own policy—please contact them directly.
  

5. Compensation for Quality Problems

If your item is defective and was purchased from an authorized dealer within 1 year, contact us at service@coswheel.com with photos or videos showing the issue.

Our team may provide a technical solution. If the issue persists, you may take the item to a local repair shop, and COSWHEEL will provide compensation (amount subject to negotiation).

To qualify for compensation:

a) Must provide a valid printed or electronic invoice (no handwritten invoices).

b) Reimbursement cannot exceed twice the cost of the corresponding part.

c) Each part can only be replaced once. COSWHEEL reserves the right to determine defective parts versus normal wear and tear.

6. Contact Information

COSWHEEL Hong Kong Office

Unit 1508, 15/F, Alam Centre Office Ⅱ, 625 Nathan Road, Kowloon

ID: 2374111

For the return address, please contact our online customer service or email service@coswheel.com.

Note: Our online and email support handle only orders placed on our official website or through authorized dealers.

Orders from Amazon, AliExpress, or other retail platforms must be handled through those platforms’ customer service teams. COSWHEEL’s official website does not process returns or after-sales requests for those orders.

7. Our Commitment

We fully understand that product issues can be frustrating. Please stay assured — COSWHEEL is a professional ebike manufacturer, and we take full responsibility for product quality.

We will provide free technical support, replacement parts, or a full replacement if necessary.

Your satisfaction and trust mean everything to us.

Warranty items

Extended warranties

Some items have extended warranties. So, while you have up to 6 months to return a defective item, certain items may have warranties that extend beyond 6 months. This information will be on the product description page. Please make sure you understand the terms and conditions of those extended warranties.

Here’s how we deal with extended warranty returns:

• You must log your return with us as soon as possible if an item becomes defective more than 6 months after delivery.
• We’ll help you return the item to the supplier for free.
• The supplier will then inspect the item and decide whether to accept the return. They may charge you an evaluation fee.
• If the supplier accepts the return and offers to repair or replace the item and this takes longer than 21 days from when the item is received at the supplier’s returns evaluation facility, we’ll offer you credit or a refund directly from Takealot.

Direct warranties

Some items have manufacturer warranties. With a manufacturer warranty, the manufacturer handles the return of any defective items themselves.

When you log the return of a defective item with a manufacturer warranty, you will receive the contact details of the relevant manufacturer. You must then contact that manufacturer directly.

At Takealot, we want you to love every purchase. If something isn’t right, you can return the item for an exchange, replacement, or credit to your Takealot account — completely free of charge. To ensure a quick and easy return, please make sure the item is unused, returned in its original packaging with all parts and accessories, has its tags intact, and is not listed as a non-returnable product.

If you receive the wrong item, one that arrives damaged, or is missing parts, please return it within 30 days of delivery. You can choose between a replacement, a refund, or Takealot account credit. However, if the item was damaged by you, by an electrical surge, or used for an unintended purpose, it will not be considered damaged on delivery. If you simply changed your mind, you may also return the item within 30 days. Defective items must be returned within 6 months of delivery. After inspection and acceptance, we will repair, replace, credit, or refund your item as appropriate. Please note, items showing normal wear and tear, damage due to misuse, poor care, modification, or corrosion will not be accepted as defective.

Some products include extended or direct manufacturer warranties. For extended warranties, we’ll help you return the item to the supplier free of charge, and if repairs or replacements take longer than 21 days, we’ll offer you a refund or store credit. If your item has a direct manufacturer warranty, we’ll provide the manufacturer’s contact details so you can handle the process directly.

Unboxed deals — discounted items with damaged or missing packaging — can be returned for a refund or credit of the purchase price. For bundle deals, you may return either the entire bundle or specific items within it, while pre-packed bundles must be returned in full. Digital items such as electronic vouchers, gaming codes, or online course codes can only be returned if defective, within six months of delivery. For devices that store data, you’ll need to provide unlock codes or passwords for inspection; please back up your data beforehand, as a factory reset may be necessary.

If the wrong product is returned, contact us immediately as incorrect returns are often disposed of and may not be recoverable. If your return is rejected, it will be sent back to you, and if not accepted within 30 days, it may be considered abandoned. When logging your return, you can choose between home collection or drop-off at a Takealot pickup point within seven days. Note that large items and alcohol must be collected.

Certain products cannot be returned for hygiene, safety, or legal reasons. These include underwear, swimwear, jewelry, consumables such as food or beverages, unsealed audio or video recordings, software, books, magazines, or personalized items.

If you ordered the wrong size or color, you can easily exchange clothing, shoes, or sportswear. When your return is accepted, you may choose between a credit, refund, or replacement. Store credits are issued within two business days and remain valid for three years. Refunds are processed via your original payment method and may take three to five business days to reflect, depending on your bank. Donations made with your order will be deducted from the refund amount.

If you paid using a voucher, its value will be returned as non-refundable credit to your account. If you paid using a coupon, a new coupon of equal value will be issued with new terms. For example, if you used a R100 voucher to buy a R500 item and return it, we’ll credit R100 to your account and refund the remaining R400.

Every Freesky E-bike is covered under our manufacturer's all-inclusive warranty for the original owner against all manufacturing defects.
The warranty period is 24 months for the motor, battery, and controller, and 12 months for other components.

Note: The warranty applies only to original owners and is not transferable.
This warranty applies only to products purchased directly from the official FREESKY website (www.freeskycycle.com).
For products purchased from third-party platforms or authorized dealers (such as Amazon or offline retailers), please refer to their respective warranty policies.

Warranty Covered

Parts covered by the warranty include: frame, fork, stem, handlebar, seat post, saddle, rims, wheel hub, freewheel, derailleur, shifter, motor, throttle, controller, LCD display (excluding damage due to water), kickstand, and hardware.

The battery warranty does not include damage caused by power surges, use of an improper charger, improper maintenance, normal wear, or water damage.

This warranty provides replacement parts only.
Labor charges associated with transferring or installing replacement parts are not included.
An authorized Freesky service representative will determine whether a part meets the replacement criteria.

Warranty Not Covered

This warranty does not cover:

- Consumables or normal wear-and-tear parts (tires, tubes, brake pads, cables and housing, grips, chain, spokes).

- Incorrect assembly, water damage, accidents, or improper/negligent use.

- Operation or maintenance contrary to the product’s maintenance instructions (e.g., lack of maintenance).

- Defects inherent to the normal useful life or service life of the product (e.g., a worn-out battery that can be replaced by the consumer).

- Minor cosmetic issues, such as small paint chips, scratches, or sticker peeling, that do not affect riding safety. Customers may contact FREESKY for possible partial compensation instead.

Warranty coverage is limited to repair or replacement only and does not entitle the customer to a refund or full product exchange.

Warranty Shipping Fee

Battery, Motor, Controller:

- Within 3 Months: Free replacement for quality issues.

- 4 to 12 Months: Free replacement, but customer pays 50% of shipping costs.

- 13 to 24 Months: Free replacement, but customer pays 100% of shipping costs.

Other Components (Display, Throttle, Wiring, Lights, Frame, Fork, Seat Post, Handlebars, Kickstand, Stem, Brake Lever, Disc Brake Caliper, Chainring, Rims, Cassette, Shifters, Rear Derailleur):

- Within 6 Months: Free replacement for quality issues.

- 7 to 12 Months: Free replacement, but customer pays 100% of shipping costs.

The above shipping costs include both the delivery of replacement parts and the return of defective parts when required.
Customers are responsible for following FREESKY’s return-shipping instructions.

Warranty Claim Process

All warranty claims must be made through FREESKY and submitted to service@freeskycycle.com.
Proof of purchase and photos or videos of the damaged product must be provided.

Before filing a warranty claim, please contact FREESKY at service@freeskycycle.com, as there may be a simple fix that does not require replacement.
Valid warranty claims made within the warranty period (24 months from the date of receipt) will be processed by FREESKY.

All warranty returns or replacements require prior authorization.
Unauthorized returns will not be accepted or refunded.

If a product or component must be returned for inspection or replacement, it must be shipped in its original packaging or equivalent protective packaging.
FREESKY is not responsible for damage caused by inadequate packaging.

FREESKY will provide free replacement components when applicable (shipping fees excluded).
Any installation or labor costs are not covered without written authorization from FREESKY’s after-sales team.

Shipping Damage Claims

In rare instances, the item received may be damaged during transportation.
If shipping damage occurs, please contact service@freeskycycle.com within 7 days of delivery and provide photo or video proof.

No free accessories are eligible for replacement or compensation if scratched or damaged during transportation.
Claims submitted after 7 days from delivery will not be accepted.

Important Safety Notice

An electric bicycle is a vehicle with inherent risk factors.
Please follow all traffic rules and ride responsibly.
In case of emergency braking, apply the rear brake first, then the front brake.
Braking the front wheel suddenly at high speed may cause the rider to lose balance or tip over.
Ride carefully and wear appropriate safety gear at all times.

Pre-Purchase Notes

Please confirm all product details before placing an order.
At FREESKY, we stand behind product quality to ensure your worry-free shopping experience.

Before purchasing, carefully review the following return fee policy.
This policy applies to all components, accessories, and electric bicycles sold by FREESKY.

If you have any questions, feel free to contact our responsive customer support team — we’re here to help anytime!

I. Cancellation & Return Policy for Undelivered Items

Order Charges

All orders (including pre-orders) will be charged to your credit/debit card immediately upon purchase, regardless of the scheduled shipping date.

Cancellation Before Shipment

Orders canceled prior to shipment are eligible for a full refund.
We recommend contacting us as soon as possible after placing your order, as orders are processed quickly.

Important Note

If a tracking number has been assigned — even if the carrier status shows “Not Picked Up” — the item is considered shipped.
In such cases, refer to the “After Shipment” return policy below.

After Shipment

If you cancel an order or refuse delivery after the item has shipped, you will be responsible for round-trip shipping costs, even if the original order included “free shipping.”

Accessories

For accessory orders canceled after a tracking number is generated, a $20 shipping fee will be deducted.

Delivery Address Change

A $20 fee will be charged by the carrier for requests to change the delivery address after shipment.

Shipping Insurance

Shipping insurance takes effect when the insured product is dispatched and is non-refundable once activated.

Non-Cancelable Orders

Unfortunately, we cannot cancel orders that have been processed and sent to the warehouse.
Thank you for your understanding.

Cancellation Timeframe

Our order processing is fast.
To cancel an order, you must contact service@freeskycycle.com within 12 hours of placing it.
Once an order is submitted to the warehouse, it cannot be canceled.

For returns, refer to the return policy below for terms and refund details.

II. Return & Refund Policy for Received Items

Important Notice

After receiving your order, please retain the original packaging and all included items for at least 30 days in case of return or exchange needs.

If you need to return or exchange an item but no longer have the original packaging:
You must use a box matching the original bicycle size. We strongly recommend securing the frame with protective foam or air columns inside the box to ensure safe transportation.

For assistance, contact service@freeskycycle.com.
Thank you for your understanding and support.

For Accessories

Once accessories are shipped, returns or exchanges are not accepted for non-quality issues.
If you have questions, contact service@freeskycycle.com before placing your order.

Note: All items must be returned in their original packaging.
A $500 repackaging and handling fee will be charged if the original packaging is missing.

Return Authorization Requirement

All returns require prior approval.
After your return request is approved, you will receive a prepaid return shipping label from FREESKY.

Returns sent without prior authorization will not be accepted or refunded.
FREESKY reserves the right to refuse all unauthorized returns or shipments not sent as agreed.

To initiate a return, send product photos to service@freeskycycle.com for review.

Return Conditions

Unused Bicycles

- Within 14 days of receipt:
Full refund. Brand-new, unused, and unopened items qualify for a full refund with no restocking fee, but the buyer is responsible for round-trip shipping costs ($300) and a 5% merchant processing fee.
(Round-trip shipping cost is $400 during the peak shopping season from October to December.)

- Between 15–30 days of receipt OR opened within 14 days:
Full refund. The buyer is responsible for round-trip shipping costs ($300, or $400 during October–December) plus a 20% restocking fee based on the order amount.

Used Bicycles

- Between 15–30 days of receipt:
Full refund. The buyer is responsible for round-trip shipping costs ($300, or $400 during October–December) plus a restocking fee of up to 50% of the order amount.

- Over 30 days of receipt:
Returns are not accepted.

Additional Conditions for All Returns

- Returned items must be free of any signs of wear, including stains, scratches, or usage marks.

- Electric bicycles must be returned in their original packaging, including all accessories, manuals, and protective materials.

- Electric bicycles ridden for more than 20 kilometers (≈12.4 miles) are not eligible for return, except in cases of verified quality issues.

For minor defects that do not affect riding safety (e.g., peeled stickers or slight paint chips), customers may contact the support team to request partial compensation instead of a full return.
The compensation amount will be determined on a case-by-case basis.

How to Initiate a Return

Important:
Refused deliveries and returns made without prior approval will not be accepted.
FREESKY is not responsible for shipping costs or losses incurred from unauthorized returns.

Thank you for your understanding and cooperation.

III. Exchanges

Model exchanges are only available for electric bicycles.

If you wish to exchange your current model for another, please:

1. Contact the customer service team in advance.

2. Place an order for the target model.

3. Return the original order item.

All exchange requests are subject to this return policy and require prior email approval from the customer service team.

Please note that exchanged bicycles do not qualify for free shipping.
The customer is responsible for all shipping costs related to returns and exchanges.

Thank you for your understanding!

IV. Refund Process

The final refund amount may deduct applicable restocking fees, return shipping costs, and credit card processing fees incurred from the original order.

Refunds for returned orders will only be approved after the warehouse has successfully received and inspected the returned package.

Once approved, customers will receive an email notification, and the refund will be credited back to the original payment method.

Please allow up to 30 days for banks or credit card companies to process the refund.

V. Scope of Application

This return policy applies only to products purchased from the official FREESKY website www.freeskycycle.com.

For products purchased through third-party platforms or authorized dealers (such as Amazon or offline dealers), please refer to their respective return and warranty policies.