Return & Refund

Cancel or modify your order

• If you haven't received the shipping notification, you can cancel or modify this order by contacting our customer service by email or live chat on our website. Our customer service will help you cancel or modify the order within 24h on working days after receiving your email. And we will refund full of your money after your order is cancelled. Since the email is not an instant reply, we may find that your order has been sent when we process your email within 24h. In this case, we can only say sorry for that, and we can't help you cancel or modify the order anymore. So please check the order information carefully before placing the order.
• If you have received the shipping notification, please note that we CANNOT cancel or modify orders anymore. Therefore, please wait for your package to arrive and you may either keep it or contact us to return for a refund. 

Return and refund

1. Right of Withdrawal and Return Period

Customers in the EU and UK have the right to cancel an online purchase within 14 days from the day they receive the product, unless an exception applies under applicable law.

Fafrees offers a 30-day return period for eligible products. This does not affect your statutory rights.

To start a return, please contact our customer support team by email support@fafreesebike.com before sending the product back. Returns sent without prior communication may not be accepted or may be delayed.

2. Return Condition

Returned products should be in their original condition and include all original accessories, manuals, keys, chargers, tools, packaging materials, and any free gifts included with the order. We suggest you hold on to the packaging for at least one month to easily repack and be ready for ship.

Customers may inspect the product in a way that is reasonably necessary to check its nature, characteristics, and functioning.

If the product has been used beyond what is necessary for inspection, damaged, missing parts, or returned without adequate packaging, a reasonable deduction may be made for diminished value, refurbishment, repackaging, missing parts, cleaning, repair, or other necessary restoration costs.

Refurbished ebikes are excluded from our 30-day satisfaction return policy. Therefore, we request you to carefully inspect your bike for any defects or malfunctions immediately after unpacking it. If you discover any issues with the bike's functionality, please get in touch with our customer service at support@fafreesebike.com. We will assist you with a possible exchange for the same model in such cases.

3. Defective, Damaged, or Incorrect Products

If the product is defective, damaged on arrival, or the wrong item was delivered, please contact us with your order number, photos, videos, and a description of the issue.

Once the issue is verified, Fafrees will provide a suitable solution in accordance with applicable consumer law and our warranty policy. This may include repair, replacement, replacement parts, return, or refund, depending on the case.

Please do not return the product before receiving return instructions from our support team.

4. Buyer’s-Reason Returns

A buyer’s-reason return includes, but is not limited to:

• changing your mind;
• no longer wanting the product;
• ordering the wrong model, size, or color;
• refusing delivery without a confirmed product defect;
• returning a product that is not defective or incorrectly delivered.

For buyer’s-reason returns, the customer is responsible for the direct cost of returning the product to our designated return warehouse.

5. Return Shipping Options for Buyer’s-Reason Returns

For buyer’s-reason returns, customers may choose one of the following return methods:

Option A – Self-arranged return

The customer arranges and pays for the return shipment to our designated return warehouse.

No Fafrees-arranged collection fee will be deducted.

The shipment must be traceable and properly insured. The customer is responsible for the product until it is delivered to our return warehouse.

Option B – Fafrees-arranged collection

Fafrees may arrange a large-item return collection on behalf of the customer.

The direct return collection cost will be deducted from the refund. This is not a penalty fee, cancellation fee, or restocking fee. It covers the carrier cost for collecting and returning a large item.

Collection can only be arranged after the customer confirms this return method.

6. Estimated Large-Item Return Collection Cost

E-bikes and electric trikes are large and heavy items that normally cannot be returned by standard parcel post.

If the customer asks Fafrees to arrange the return collection for a buyer’s-reason return, the estimated direct collection cost is usually:

The final cost may vary depending on the model, delivery country, address, carrier quotation, packaging condition, and whether a special collection service is required.

The exact amount will be communicated before collection is arranged.

7. Inspection and Possible Deductions

After the returned product arrives at our return warehouse, it will be inspected.

A reasonable deduction may be made if the product:

• has been used beyond what is necessary for inspection;
• has scratches, damage, dirt, tyre wear, mileage, or signs of outdoor use;
• is missing accessories, keys, charger, manuals, tools, free gifts, or original parts;
• is returned without original packaging or with packaging that is damaged or insufficient for safe transport;
• requires cleaning, repair, repackaging, refurbishment, or replacement parts before it can be resold.

Any deduction will be based on the condition of the returned product and may be supported by photos, inspection records, repair records, missing-parts records, repackaging records, or carrier documents.

8. Refund Processing

Once the returned product is received and inspected, we will process the eligible refund according to the original payment method.

Where applicable, the direct return shipping/collection cost and any reasonable deduction for diminished value, missing parts, damage, repackaging, or refurbishment may be deducted from the refund.

Refunds are normally processed within 14 days after we receive the returned product, subject to inspection and applicable legal requirements.

Please note that banks, credit card companies, or payment providers may require additional time to post the refund to your account.

9. Important Notes

Please do not return the product to the sender address on the parcel. The correct return address will be provided by our support team.

Products must be safely packed for return transportation. If the original packaging is no longer available, the customer must use suitable protective packaging to prevent transport damage.

Fafrees is not responsible for damage caused by inadequate return packaging when the customer arranges the return shipment.