Returns and Refunds

Returns, Exchanges and Order Cancellation Policy for Freego Purchases

1. Return Policy:

We offer a 7-day money-back guarantee from the date of delivery. If you decide to return your electric bike within this period, please ensure the following conditions are met:

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

2. Shipping and charges:

  • The customer is responsible for both the original shipping fee paid at the time of purchase and the return shipping fee. A flat fee of MXN $7,000 per bicycle will be deducted from the refund amount to cover these costs.
  • If the returned item shows visible damage, additional charges will apply to cover the costs of repair or replacement. The exact amount will be determined by our inspection team.

3. Exchange Policy:

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

4. Order Cancellation Policy:

You can cancel your order at any time as long as it hasn't been shipped yet. In such cases, only applicable bank processing fees will be deducted.

If your order has already shipped, we cannot accept a cancellation. If you still wish to return the item, you will be responsible for the return shipping cost, and a total of $7000 MXN will be deducted to cover the original shipping, handling, and repackaging fees. You are also responsible for shipping the item back to the Freego warehouse.

5. Refunds

We will notify you once we have received and inspected your return and let you know if the refund has been approved. If approved, the refund will be issued to your original payment method. Please note that it may take 2 to 4 weeks for your bank or credit card company to process and post the refund to your account.

6. Damages and problems

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

If the return is due to consumer error, the consumer is responsible for the shipping fee. The specific fee depends on the courier company you choose.

If the return is due to our responsibility (for example, damaged or incorrect item), the consumer is not required to cover the shipping fee.

Contact: For any questions regarding returns, please contact us at support@Freegobikes.com.