Warranty
Warranty details
Freego offers a 2-year limited Manufacturer Warranty for the Original Retail Purchaser only. It is the dealer’s responsibility to offer Call service and repair job to his customers. Within 2 years from the date of purchase, Freego only offers Free Spare Parts (under warranty) to the dealer as well as online technical supports. Parts supply validity is 2 years maximum.
Under warranty
2-year warranty on fames and stems only. And 1 year for the motor, battery, controller and display. 6 months for throttle, lights and brakes. See details below:
Bike Body- 24 months |
Core Electrical Parts- 12 months |
Other Parts- 6 months |
Components subject to wear- 30 days |
E-Bike Frame | Front-wheel with Rim | Electronic throttle | Handlebar Grips |
Stem (metal) | Motor-12 months or 18,000km | Head light | Front & rear Tyre |
Handlebar (metal) | Rear fork assembly |
Taillight |
Front & rear Inner Tube |
Display (In-car Computer) |
Brake lever |
Front & rear fender | |
Motor Controller |
Brake cable |
Front fork | |
Battery pack |
Brake caliper |
Kickstand | |
Battery charger |
Saddle |
Brake cables | |
Post for the saddle | Transmission gears |
Notes: The rest parts which are not stated above are NOT covered by the WARRANTY including but not limitedto all Wear and tear items: Shifter, Bearings, Brake Pads, Disc Pad, Chains, Free Hub Bodies, , and casings, Spokes, Sprockets, Stripped threads/bolts, Tools, Fasteners (screws) and Rubber moving parts.
Not covered by Warranty
If the bike is broken by man-made damage or out of warranty, Freego still offers a 2-year supply of Replacement Parts to ensure the product can keep its workable status. The dealer shall buy the parts from Freego and the price list will be updated from time to time.
Note: The following conditions are not covered by warranty
I. Electrical damage caused by improper use of the battery, such as using an unapproved charger; Battery is long time left uncharged, or plugging the power cable in the wrong way is not covered. Please charge the battery responsibly and regularly (at least once per month). If your battery can not be charged because you keep it uncharged for more than 1 month, the battery may enter deep sleep mode, which can cause it to not work anymore. You have to buy a new battery at your own cost.
II. Water damage caused by improper use in snow, wet, or flooded conditions is not covered. Our products are are rain resistant, not waterproof. Please use with care!
III. Damage caused by accidents, disasters, or improper use, such as racing or jumping or overweight, is not covered.
IV. Damage caused by not following the User’s Manual or not following proper maintenance procedures is not covered.
V. The warranty does not cover any damage or missing parcels caused by courier services. Once our products leave warehouse Freego have absolutely no control over them. However Freego are willing to assist the buyer ingettingcompensation from the courier service. Freego suggest the buyer to contact the shipping carrier first for theproofofany missing or broken items. This proof is the key to get any compensation.
VI. Freego official store does not provide free warranty service for Freego bicycles not purchased from Freego official store, or purchased second-hand, transferred, etc. Note: Warranty time is not transferable.
Product Protection Plan
1. What’s Covered
- 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
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
- 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:
- 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.