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 accepted all the contents of these Terms, and voluntarily accepts the restrictions thereof.

2. Sole Nature: These Terms constitute the sole official basis of warranty for the Freego brand. No additional warranty claims from third parties (including unauthorized distributors or service institutions) will be accepted, and warranty commitments from unofficial channels will be void.

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

II. Scope of Application

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

2. Purchase Channels: Limited to new products purchased through the following channels:
  • Freego's official website, official flagship stores, and officially authorized online platforms (bearing the "Official Freego Authorization" logo);
  • Authorized physical stores of the Freego brand (with an official unified authorization plaque, whose authorization qualification can be consulted on the official website).
3. Non-Applicable Situations: Second-hand resold products, products from unofficial channels (such as contraband, 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

 

Observations

Wear Parts

Handlebar covers, pedals, chains, inner tubes, outer rims, parking stands, brake discs, brake pads, brake hoses, clamps, mudguards, etc.

30 days

Covered for normal wear and tear, excluding damage caused by excessive use (e.g., heavy footsteps, hard braking) by the user.

Electronic Components

Multifunctional switches, connection cables, front/rear lights, shift/throttle levers, assistance sensors, gauges/displays, chargers, etc.

3 months

Covered for failures caused by water ingress not attributable to the user or short circuits, excluding damage caused by circuits modified by the user.

Main Components

Motors, batteries, controllers, main electronic control systems

1 year

The battery warranty is limited to capacity attenuation exceeding 20% ​​(under normal use), excluding damage caused by overcharging or over-discharging.

Main Structural Parts

Frames, stems, handlebars

24 months

Covered by cracks or deformations caused by material or manufacturing defects, excluding damage caused by collisions or overloading.

 

IV. Situations Not Covered by the Guarantee

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

2. Failures caused by not maintaining the product according to the instruction manual (e.g., lack of regular maintenance);

3. Damage caused by force majeure (e.g., natural disasters, fires) or by infringement of third parties (e.g., damage caused by persons, traffic accidents);

4. Problems arising after repairs or replacement of components carried out by personnel not officially authorized;

5. Failures occurring outside the warranty period of the corresponding components.

V. Warranty Service Procedures

Application: After discovering a fault, the user must submit a warranty request through Freego's official customer service line or by email, uploading the proof of purchase, a photo of the product serial number and a description of the fault (it is recommended to include videos/images).

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

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

Objection Handling: If the user disagrees with the review result, they may request a re-evaluation within 7 days of receiving the result. The official team will issue a re-examination report within 5 business days (users must cooperate by providing additional supporting documentation 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 must arrange installation themselves or pay to choose an official cooperative network.

2. The old parts that are replaced will become the property of Freego. Users must return the old parts within 15 days of receiving the new ones (shipping costs will be covered by the official team). Failure to comply with this obligation may result in the recovery of the cost of the new parts.

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

Product Protection Plan

To provide greater peace of mind for your purchase, we offer an optional Product Protection Plan in partnership with Xcotton (which works with AIG). This plan provides additional coverage beyond the standard manufacturer's warranty.

1. Coverage

The Product Protection Plan covers:
  • Failures during normal use
  • Accidental damage
  • Other coverages specified in the plan terms

2. Operation

  • You can add the Product Protection Plan when you purchase your product.
  • The cost of the plan varies depending on the product and the coverage period, which will be shown during the payment process.
  • After purchase, you will receive a confirmation email with all the coverage details.
  • Coverage begins on the date your product is shipped and lasts for the selected period.

3. Claims Process

  • If your product has a problem covered by the plan, use the link in your confirmation email to contact the Xcotton resolution center.
  • Follow the instructions provided; Xcotton's claims specialists will guide you through the process.
  • Our team will provide assistance if 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. Legal Notice

The Product Protection Plan is provided by a third-party partner. We act solely as intermediaries and assume no responsibility for the quality or execution of the plan. Please carefully review the complete terms and conditions of the plan to understand your coverage.

6. Cancellation

  • You can 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-rata refund based on the remaining coverage period, less the cost of any claims and an administrative fee (which will not exceed $900 MXN or the total cost of the plan, whichever is less).

7. Contact Information

For questions about the Product Protection Plan, please contact:
  • Our customer service: support@FreegoBikes.com


Price Guarantee Policy

At Freego, we are committed to offering our customers 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 applies 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 a price difference, please contact our customer service team within 30 days of your purchase, providing your order details and the current price of the product.
  • Once the price change has been verified, we will process the corresponding refund.

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] after approval.
  • The refund will cover only the price difference and will not include shipping or handling costs.

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 factors beyond our control, such as changes in tariffs and shipping costs, product prices may fluctuate over time. We cannot 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 products lost or damaged during shipping.

1. Coverage

If you purchase Shipping Protection at checkout, your order will be covered by:
  • Lost packages
  • Products damaged during shipping
  • Loss or damage caused by unforeseen events (e.g., natural disasters, accidents)

2. Operation

  • You can add Shipping Protection during the checkout process. The service fee will be displayed at that time.
  • The 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 service number provided.
  • You may be asked to provide supporting documents, such as proof of shipment or photos of the damaged product, as outlined in the Xcotton claims guide.
  • Once you purchase Shipping Protection, all risks related to damage or loss during shipping are covered by Xcotton. We will assist you by providing the necessary order information, but all claims are handled solely by Xcotton.

4. Important Notes

  • Please carefully verify your shipping address and contact information to avoid delivery problems.
  • Shipping Protection can be canceled before your order is shipped. Once shipped, it cannot be canceled.
  • For full coverage terms and exclusions, please refer to Xcotton's official policy.