Frey Return Policy

We aim to provide you with the best shopping experience. Below are the details of our Order Cancellation, Order Modification, and Return Policy, as well as guidelines for Refunds.

Order Cancellation

  1. Within 3 Business Days of Order Placement:

    • Eligible for a full refund.

  2. After 3 Business Days and Before Production:

    • A $100 deduction will apply to your refund.

  3. After Production and Before Shipment:

    • A $300 deduction will apply.

  4. After Shipment:

    • Cancellations are not accepted.

Order Modification

  • Ready Bikes Before Shipping:

  • Ready Bikes Shipped but Not Received:

  • Ready Bikes Delivered (Not Unpacked):

    • Refer to the Return Policy for exchanges.
    • Customers are responsible for the return shipping cost ($200 per bike).

  • Ready Bikes Delivered (Unpacked):

    • Modifications or returns are not accepted without quality-related issues.

  • Customized Bikes Before Production:

    • Modifications are free of charge.

  • Customized Bikes After Production (Before Shipping):

    • Modifications are subject to fees based on the process and cost.

  • Customized Bikes After Shipping:

    • Modifications are not accepted.

Model Replacement & Return Policy

For Product Defects

  • FREY will provide technical support and replacement parts to fix simple issues.

For Shipping Damages

  • FREY will supply the necessary replacement parts for any damage during transit.

Free Replacement or Return

  • Customers may reject the delivery or contact customer service for critically damaged parts, shipping damage, or quality issues.
  • Critically damaged items include deformation of the main structure affecting normal function.
  • Photos and/or videos are required as evidence.

Normal Situations Not Covered Under Free Replacement or Refund:

  1. Minor packaging damage.
  2. Minor scratches or paint loss.
  3. Wear and tear from regular use.
  4. Damage from prolonged or excessive use.

Return and Refund Eligibility

  • Must be initiated within 7 days of receiving the bike.
  • Bikes with mileage exceeding 10 miles are non-refundable.
  • Original packaging, box, and all items (battery, charger, keys, accessories, etc.) must be intact.
  • Bikes must show no signs of wear, dirt, or scratches.

Fees for Returns (Non-Quality Issues)

  • A 10% restocking fee will apply.
  • Customers must pay $200 per bike for return shipping.

Important:

  • Customers are responsible for ensuring the safety of return shipments, including using signature confirmation services and shipping insurance.
  • FREY is not liable for damage, loss, or accidents during return transit.

Non-Returnable Items

  • Fashionable wear (e.g., hats).
  • Accessories.
  • Special orders.
  • Used items (except in extreme cases of breakage or malfunction).

Refund Policy

Once the returned product has been received and inspected by FREY’s warehouse, refunds will be processed:

  1. Fees Deduction: Any applicable restocking and shipping fees will be deducted.
  2. Refund Method: The remaining amount will be sent to the original payment method.

Note: Refunds will only be issued if the returned item meets the outlined conditions. FREY reserves the right to deduct fees for damaged or improperly packaged returns, including:

  • 20% deduction for severely damaged items due to improper packaging.
  • 30% deduction for items returned without packaging.

Contact Us

If you have questions or need assistance, reach out to our Customer Service Team:
📧 support@frey-bike.com

Thank you for choosing FREY. We appreciate your business and look forward to serving you!

Need Assistance?

If you encounter issues with your Frey e-bike, contact our support team at support@electropedals.com or fill in the contact form on our website and we will try to get back to you in less then an hour. We’re here to ensure you have the best riding experience!