Return & Refund

Cancel or modify your order

  • If you haven't received the shipping notification, you can cancel or modify this order by contacting our customer service by email or live chat on our website. Our customer service will help you cancel or modify the order within 24h on working days after receiving your email. And we will refund full of your money after your order is cancelled. Since the email is not an instant reply, we may find that your order has been sent when we process your email within 24h. In this case, we can only say sorry for that, and we can't help you cancel or modify the order anymore. So please check the order information carefully before placing the order.
  • If you have received the shipping notification, please note that we CANNOT cancel or modify orders anymore. Therefore, please wait for your package to arrive and you may either keep it or contact us to return for a refund. 

Return and refund

If for any reason you are unhappy with your purchase, we'll take it back for return/exchange. Just let us know within 30 days after delivery of the bike or accessory. Any request after 30 days will not be honored. Please make sure to contact us by email support@fafreesebike.com at first. We suggest you hold on to the packaging for at least one month to easily repack and be ready for ship.

  • Return & Exchange Conditions

    • Items returned without authorization will not be accepted.
    • Items must be returned within 30 days after you receive them.
    • All items must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
    • Refurbished ebikes are excluded from our 30-day satisfaction return policy. Therefore, we request you to carefully inspect your bike for any defects or malfunctions immediately after unpacking it. If you discover any issues with the bike's functionality, please get in touch with our customer service at support@fafreesebike.com. We will assist you with a possible exchange for the same model in such cases.
    • When returning or exchanging items, customers must use a shipping method providing tracking information.

  • Non-returnable items:

    • On sale items or gift cards are non-refundable.
    • Damage/Lost caused by customers is non-refundable.

  • Return Process

    • Initiate a return: Please email us at support@fafreesebike.com with photos and/or videos of the items and let us know your order number. Our customer service staff will determine the eligibility for your return request within 3 business days.
    • Ship the item back: If your return is accepted, we’ll send you the return address, as well as instructions on how and where to send your package. (Note: Items returned without authorization will not be accepted). We recommend that you send your return/exchange in a shipping method providing tracking information as well as a signature, because we will not be responsible for lost return/exchange.
    • Refund or exchange: when we receive your return/exchange, we will inspect the item in 3-5 working days and then provide a replacement for an exchange or issue a refund.

  • Return/exchange Charge

    • If the return/exchange is due to our problems (such as: incorrect products, quality problems of products), we will provide a full refund for you;
    • If the return/exchange is due to the buyer’s reason (such as: don’t like/want the item, ordered a wrong product/size), the buyer should pay the original shipping fee, return shipping fee and/or refurbishment fee (if needed) of €240-360 (varies by model and shipping cost). 

  • Refund

    • Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If you are approved, the refund will be provided to the original method of payment within 2-3 working days.
    • If you haven’t received the refund within 2-3 working days, please check your bank account again. Then contact your bank or credit card company. It may take some time before a refund is official posted. If you’ve done all of this and you still have not received your refund, please contact us at support@fafreesebike.com.

Contact:

Please do not send your product back without contacting us first.

Email: support@fafreesebike.com

Tel:  +49 800 181 8859 [English]