Refund & Return Policy
For Clothing
What’s your return policy?
We don’t offer returns and exchanges, but if there’s something wrong with your order, please let us know by contacting us at [email protected]!
Do you offer refunds?
Refunds are only offered to customers that receive the wrong items or damaged items. If any of these apply, please contact us at [email protected] with your order number and photos of the wrong/damaged items, and we’ll sort that out for you.
Can I exchange an item for a different size/color?
At this time, we don’t offer exchanges. If you’re unsure which size would fit better, check out our sizing charts – we have one for every item listed on our store, in the product description section. Though rare, it’s possible that an item you ordered was mislabeled. If that’s the case, please let us know at [email protected] within a week after receiving your order. Include your order number and photos of the mislabeled item, and we’ll send you a new one, or issue a refund!
For Frey Bikes
Frey.bike does not accept returns or exchanges unless the item is defective or the wrong product was received. If a customer receives a defective or incorrect item, they should contact Frey.bike with details of the product and the defect.
If a customer has a quality problem with their Frey bike, they should not try to disassemble or repair it before contacting Frey.bike. They should provide the following information: Order number, Bike frame number, Receiving date, A detailed description of the problem, and Related photos or videos.
Frey.bike will respond to the customer within 24 hours. They may ask for more information, which can take up to three days. Frey.bike will then confirm a solution with the customer and proceed with it after confirmation. This may include sending replacement parts or finding a local solution.
Frey.bike also offers a warranty for the frame and electrical system of the bike, including the motor system and battery pack. This warranty applies to subsequent owners, but not to items like the wheels, suspension forks, or drive train components. To update the warranty, the customer should provide the original purchaser’s information and their own.
For any questions or concerns related to our clothing or Frey electric bikes we are here to help. Feel free to email us at [email protected]