FREEGO Europe Returns, Refunds & Cancellation Policy

Last Updated: September 2026

At FREEGO Europe, we want you to be satisfied with your purchase. This policy explains our return, exchange, refund and order-cancellation procedures.

Nothing in this policy limits any mandatory consumer rights available under European Union law or the applicable national law of the customer's country.

1. Return Period

You may request a return within 14 days after receiving your order.

For online purchases, the 14-day withdrawal period normally begins on the day you, or a person designated by you other than the carrier, receives the goods.

To request a return, contact:

Email: info@freegobikes.eu

Please contact us before sending any product back.

Items returned without prior return authorization or instructions may experience processing delays.

After informing us of your decision to withdraw, the goods must normally be sent back without undue delay and no later than 14 days from the date you informed us of your withdrawal.

2. Return Conditions

For returns due to a change of mind or another non-quality reason, the following conditions apply:

• The product should be returned in its original condition.
• All original components must be included.
• Chargers, keys, tools, manuals and accessories supplied with the product must be returned.
• Proof of purchase must be provided.
• We strongly recommend keeping and using the original packaging for the return.
• The product must be packed securely to prevent transportation damage.

Opening the packaging does not automatically make a product ineligible for return.

You may inspect the product to determine its nature, characteristics and functioning.

However, if the product has been handled or used beyond what is reasonably necessary for inspection, FREEGO may deduct an amount corresponding to the actual diminished value of the product.

Examples may include:

• Outdoor riding beyond reasonable inspection
• Dirt or mud
• Significant tire wear
• Scratches or cosmetic damage
• Damage during assembly
• Missing accessories or components
• Damage to mechanical or electrical parts
• Modification of the vehicle
• Excessive wear to the brakes, drivetrain, tires or other components

Any diminished-value deduction will be assessed according to the actual condition of the returned product.

3. Non-Quality Returns – Complete Bikes

If you change your mind, order the wrong model or no longer want the product, you may request a return within 14 days after delivery.

For an eligible non-quality return:

Return shipping cost: €200 per complete bike

The €200 represents the estimated direct cost of returning a complete e-bike or electric dirt bike to our designated EU return facility.

The customer is responsible for this return cost for non-quality returns.

The €200 return shipping cost may be deducted from the refund where applicable.

No separate fixed restocking, handling or repackaging fee will be charged simply because you exercise your statutory right of withdrawal.

However, any actual diminished value caused by excessive handling, use, damage or missing items may be deducted where permitted by law.

4. Parts & Accessories Returns

Unused and non-customized standard parts and accessories may generally be returned within 14 days after delivery.

For returns caused by a change of mind, incorrect selection or another non-quality reason:

Return cost: €30 per return

Returned parts and accessories should:

• Be returned in good condition
• Include all supplied components
• Include manuals where applicable
• Be returned in their original packaging where reasonably possible
• Not show unnecessary use or damage

Where an accessory has been used or handled beyond what is reasonably necessary for inspection, FREEGO may assess any resulting diminished value.

5. Damaged, Defective or Incorrect Products

Please inspect your order as soon as possible after delivery.

Contact us immediately if:

• The product arrives damaged
• The product is defective
• You receive the wrong product
• Important components are missing
• The product does not conform to your order

Please provide:

• Order number
• Product model
• Description of the issue
• Clear photographs
• Video where helpful

Our support team will review the case and provide appropriate instructions.

For confirmed defects or non-conformity, FREEGO may provide an appropriate remedy in accordance with applicable consumer law, including:

• Technical support
• Replacement parts
• Repair
• Replacement product
• Price reduction
• Refund where applicable

For qualifying defective or non-conforming products, the necessary repair, replacement and shipping costs will be covered by FREEGO where required under applicable law. EU rules generally require repair or replacement of defective goods to be provided without cost to the consumer, including necessary shipping costs.

The €200 bike return charge and €30 accessory return charge do not apply to qualifying defects or non-conformity for which FREEGO is responsible.

6. Replacement Parts for Quality Issues

Not every technical issue requires a complete bike to be returned.

Where appropriate, our technical support team may first troubleshoot the problem and offer replacement parts or repair assistance.

For example, an issue involving a replaceable display, controller, brake component or other part may be resolved by replacing the affected component.

This does not reduce or replace your statutory consumer rights.

Where repair is not appropriate or cannot be completed in accordance with applicable law, another available legal remedy may apply.

7. Exchanges

Non-Quality Exchange

If you wish to exchange an eligible bike for another color or model within 14 days after delivery, please contact FREEGO Support.

For a non-quality exchange:

Return cost: €200 per complete bike

If you exchange for a different model, you will also be responsible for any applicable difference in product price.

The replacement product will normally be shipped after the returned product has been received and inspected.

Quality-Issue Exchange

If an exchange is required because of a confirmed product defect or non-conformity, FREEGO will provide the appropriate remedy without the €200 return charge where required under applicable law.

8. Order Cancellation Before Shipping

If you want to cancel an order that has not yet been dispatched, contact us as soon as possible.

If the shipment has not been handed over to the carrier, we will normally cancel the order and refund the amount due to your original payment method.

FREEGO does not charge a fixed cancellation or processing fee merely for cancelling an eligible order before dispatch.

9. Order Cancellation After Shipping

Once an order has been shipped, we may no longer be able to stop or redirect it.

If the product has already been dispatched and you decide that you no longer want it, you may exercise your applicable return or withdrawal rights after delivery.

For a non-quality cancellation requiring a complete bike to be returned:

Return shipping cost: €200 per bike

Please contact FREEGO before refusing delivery or arranging a return.

10. Refused Deliveries

We strongly recommend contacting FREEGO Support before refusing a shipment.

If you refuse delivery for a non-quality reason and the shipment is returned to our warehouse:

€200 return shipping cost per complete bike may be deducted from your refund.

If you request that the product be shipped again after refusing delivery for a reason for which you are responsible, additional shipping costs may apply.

The €200 charge will not apply where refusal is reasonably caused by a confirmed problem for which FREEGO is responsible, such as receiving a clearly incorrect shipment.

11. Undeliverable Packages

Please make sure the delivery information submitted during checkout is complete and accurate.

If a shipment cannot be delivered because of:

• Incorrect address information
• Incomplete address information
• Repeated failed delivery attempts
• Customer refusal
• Failure to cooperate with the carrier

and the shipment is returned to FREEGO, the actual applicable return transportation cost may be deducted where legally permitted.

For a complete bike, the standard estimated return transportation cost is:

€200 per bike

If the delivery failure is caused by FREEGO or the carrier rather than the customer, we will work with you to provide an appropriate solution.

12. Changing the Delivery Address

Please contact us as quickly as possible if you need to change your delivery address.

Before dispatch, we will try to update the address where possible.

Once an order has been dispatched, address changes may not be possible and may depend on the carrier.

Any additional carrier charge required for a customer-requested address change after dispatch will be communicated before being charged where possible.

13. Return Shipping Procedure

Please do not ship a bike or other large product back without first contacting FREEGO.

To begin a return, contact:

FREEGO Europe Customer Support
Email: info@freegobikes.eu

Please provide:

Order Number:
Customer Name:
Product / Model:
Date Received:
Reason for Return:
Photos or Videos: if applicable

Once your return request has been reviewed, we will provide the appropriate return instructions.

Complete vehicles will normally be returned to our designated FREEGO EU return facility in Poland.

The exact return address will be provided by our support team.

14. Self-Arranged Returns

Please follow the return instructions provided by FREEGO.

If you independently arrange transportation without following our return instructions, you are responsible for ensuring that the shipment:

• Is sent to the correct location
• Is adequately insured where appropriate
• Is properly packaged
• Is suitable for transporting a lithium-battery vehicle
• Meets applicable dangerous-goods transportation requirements

FREEGO cannot be responsible for additional costs resulting solely from a customer sending a product to the wrong location or using an unsuitable return service.

15. Return Packaging

E-bikes and electric dirt bikes are large and heavy products requiring appropriate packaging.

We strongly recommend retaining the original shipping carton and protective materials during the 14-day return period.

Before returning a bike:

• Secure the bike properly inside the carton
• Protect the frame and components
• Remove or secure loose components
• Include all original accessories
• Include charger and keys
• Follow any battery transportation instructions provided by FREEGO

If inadequate packaging causes damage during customer-arranged return transportation, this may affect the amount refunded where permitted by law.

16. Original Delivery Costs

When you validly exercise your statutory right of withdrawal, FREEGO will refund the amounts due under applicable consumer law, including the cost of our least expensive standard delivery option where applicable.

If you selected a more expensive delivery method than our standard delivery service, the additional amount paid for the premium delivery option may not be refundable.

If FREEGO originally provided free standard delivery, we will not retrospectively create or deduct an undisclosed outbound delivery charge.

The separate €200 return shipping cost concerns the direct cost of returning a complete bike for an eligible non-quality return.

17. Refunds

Once we receive your return, we will inspect the product.

Return Inspection

Returns are normally inspected within:

3–6 business days after arrival at our return facility.

We will notify you when the return has been reviewed.

Refund Processing

Once a refund has been approved, FREEGO will normally process it within:

7 business days

subject to any shorter mandatory statutory deadline that applies.

Refunds will normally be made to the same payment method used for the original purchase, unless otherwise agreed.

For goods returned under the statutory right of withdrawal, FREEGO may withhold reimbursement until we have received the goods or you provide evidence that you have sent them back, where permitted by law.

After FREEGO issues the refund, your:

• Bank
• Credit card company
• Klarna or BNPL provider
• PayPal
• Other payment provider

may require additional time to post the refund to your account.

18. Refund Deductions

For an eligible non-quality return, possible deductions may include:

Complete-bike return shipping: €200 per bike

Accessory return cost: €30 per return

Actual diminished value: where the product has been handled or used beyond what was reasonably necessary to inspect it

We do not automatically deduct a separate fixed restocking or handling fee from every statutory return.

Any diminished-value assessment will depend on the actual condition of the returned product.

19. Non-Returnable Items

The statutory 14-day withdrawal right may not apply to certain products where an applicable legal exception exists.

Examples may include:

• Products manufactured specifically to your individual specifications
• Clearly personalized products
• Certain other products legally exempt from the right of withdrawal

A standard stock item is not automatically non-returnable merely because it was discounted, its packaging was opened, or it was described as a part or accessory.

This section does not affect your legal rights relating to defective or non-conforming products.

20. Promotional Gifts

Where an order includes a promotional gift or free accessory and the main product is returned for a refund, the promotional item should also be returned where it formed part of the purchase promotion.

If a promotional item is not returned, FREEGO may consider its reasonable value when calculating the refund where permitted by applicable law and the promotion's terms.

21. Products Purchased from Other Sellers

This return policy applies to eligible products purchased directly through the official FREEGO Europe online store.

If you purchased a FREEGO product through:

• An independent dealer
• Marketplace
• Distributor
• Retail shop
• Other third-party seller

please contact the seller from whom you made the purchase regarding returns and refunds.

Your statutory rights against that seller remain unaffected.

22. Two-Year Legal Guarantee

FREEGO Europe customers benefit from applicable legal-guarantee rights.

Under EU rules, consumers are entitled to a minimum two-year legal guarantee when goods are faulty or do not conform to what was agreed or advertised. Depending on the circumstances, the seller must provide repair or replacement without cost, and a price reduction or refund may be available where the required conditions are met. Some EU countries provide additional protection.

Any separate FREEGO commercial warranty is provided in addition to, and does not replace or reduce, mandatory statutory consumer rights.

23. 14-Day Right of Withdrawal

Consumers purchasing online generally have the right to withdraw from the purchase within 14 days after receiving the goods without giving a reason.

To exercise this right, you must inform FREEGO of your decision within the applicable withdrawal period.

You may contact us by email:

info@freegobikes.eu

You may use a withdrawal form where provided, but using a specific form is not required as long as you clearly communicate your decision to withdraw.

For non-quality returns, you are responsible for the direct return transportation cost where we informed you of this obligation before purchase.

For a complete FREEGO bike, our estimated return transportation cost is:

€200 per bike

For standard accessory returns:

€30 per return

For large goods that cannot normally be returned by ordinary post, EU guidance requires the seller to provide an estimate of the return cost in advance when the consumer is expected to bear that cost.

24. Contact Us

For returns, exchanges, cancellations, product issues or refund questions, please contact:

FREEGO Europe Customer Support

Email: info@freegobikes.eu

Support Hours:
Monday – Friday
08:00 – 20:00 Central European Time

Please include your order number whenever contacting us regarding an existing purchase.