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

Category

Included Components

Warranty Period

Remarks

Wear Parts
Handle covers, pedals, chains, inner tubes, outer tires, parking stands, brake discs, brake pads, brake hoses, clamps, fenders, etc.
30 days
Covered for normal wear and tear, excluding damage caused by excessive use (e.g., heavy stomping, sudden braking) by the user.
Electronic Components Multifunctional switches, connecting wires, front/rear lights, shift/throttle levers, assist sensors, meters/displays, chargers, etc. 3 months Covered for faults caused by non-human water ingress or short circuits, excluding damage caused by self-modified circuits.
Core Components Motors, batteries, controllers, core electronic control systems 1 year Battery warranty is limited to capacity attenuation exceeding 20% (under normal use), excluding damage caused by overcharging or overdischarging.
Core Structural Parts Frames, stem, handlebars 24 months Covered 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.