Refund policy

This policy applies to orders placed on fafrees.uk for delivery to supported UK destinations. It does not affect your statutory consumer rights.

1. 30-Day Return Policy

Fafrees offers a voluntary 30-day return period from delivery for eligible new e-bikes, electric trikes, accessories and bundles. Promotional and clearance items are included unless different terms were disclosed before purchase. Please submit your return request within 30 days of delivery. Refurbished e-bikes are not covered by this additional policy.

UK consumers also have the right to cancel from an eligible online purchase within 14 days of receiving the product, unless an exception applies under applicable law. Please notify us before the deadline and normally return the goods within 14 days of that notice, unless we arrange collection.

You can request a return through your Fafrees customer account or by emailing support@fafreesebike.com. Our customer service team will review your request and provide return instructions.

2. Order Changes & Cancellations

To request an order change or cancellation, use your customer account or email support@fafreesebike.com. Fafrees will review and confirm your request. Changes or cancellations may no longer be possible once your order is being processed or has been dispatched. Confirmed cancellations will be refunded to the original payment method.

3. How to Request a Return

To request a return:

1. Sign in to your customer account and select the return option for the relevant order, or email support@fafreesebike.com.
2. Provide your order number, the item you wish to return and the reason for the request. We may ask for photos or videos if the item is damaged, defective or incorrect.
3. We will email you to confirm that we have received your request and are reviewing it.
4. Our support team may contact you for more details or to discuss possible solutions.
5. If your return is approved, we will send you written confirmation, the return address, shipping instructions and a return label where available.

Please wait for written return approval and shipping instructions before sending the product back. Returns sent to an unauthorised address may be delayed or result in additional shipping costs.

4. Defective, Damaged or Incorrect Products

If an item is defective, arrives damaged, is not as described or is different from what you ordered, please contact us with your order number, a description of the issue and supporting photos or videos. If it was damaged in transit, please also include photos of the outer packaging.

We will review the issue and offer an appropriate solution, which may include repair, replacement, a price reduction or a refund. Fafrees will cover necessary return shipping costs where required by law.

5. Returns for Personal Reasons

These include, for example:

• changing your mind;
• ordering the wrong model, size or colour;
• no longer wanting the product;
• refusing delivery when there is no confirmed defect or delivery issue;
• returning a product that is not defective, damaged or incorrectly supplied.

For eligible returns for personal reasons, you are responsible for direct return shipping costs where permitted by applicable law.

6. Return Shipping Options & Costs

For returns for personal reasons, you can choose one of the following options:

Option A – Self-Arranged Return

You arrange and pay for return shipping to our designated warehouse. No Fafrees-arranged return shipping fee will be deducted.

Please make sure your return shipment:

• uses the confirmed return warehouse address;
• uses a tracked shipping service;
• is securely packed and protected;
• includes any requested return reference;
• meets the carrier’s requirements for batteries and large items.

Please keep your tracking number and proof of postage until your return and refund are complete.

Option B – Fafrees-Arranged Return Shipping

If you would like Fafrees to arrange return shipping, please contact our support team before sending anything back. Depending on availability, we may arrange carrier collection or drop-off at a designated location.

For returns for personal reasons, the direct return shipping cost may be deducted from your refund where permitted by law. We will confirm the return method and cost in advance and proceed only after you agree.

Estimated costs for Fafrees-arranged large-item returns are:

The final cost depends on the product model, return location, country, carrier quote, packaging and any special handling needs. These charges cover direct transport costs, not penalties or restocking fees.

7. Return Condition & Inspection

Please pack the product securely and include all parts, batteries, chargers, keys, accessories and promotional items that came with your purchase.

Please use the original packaging and protective materials if possible. Fafrees may not be responsible for damage during return shipping caused by inadequate packaging. We recommend keeping the packaging for at least one month so you can repack the product easily if you need to return it.

We inspect returned products when they arrive at our warehouse.

You may inspect the product as reasonably necessary to check its nature, characteristics and how it works.

Where permitted by law, we may make a reasonable deduction for documented loss in value caused by handling beyond what is needed to inspect the product, or for missing or damaged items. Factors we consider may include:

• mileage, tyre wear or signs of outdoor use;
• scratches, impact damage, dirt or water damage;
• missing keys, chargers, batteries, accessories, tools or other components;
• missing free gifts included with the order;
• unauthorised modifications or attempted repairs;
• missing or inadequate packaging that causes damage;
• necessary cleaning, repairs, replacement parts or other restoration.
• Any deduction will be based on the product’s condition when returned. Characteristics already disclosed for a refurbished product will not be treated as new damage.

8. Refunds & Exchanges

Once we receive and inspect the returned product, we will process any eligible refund as soon as possible.

Any applicable return shipping costs and deductions permitted by law may be taken from the refund. Approved refunds will be issued to the original payment method. Your bank or payment provider may need additional time for the funds to appear in your account.

Exchanges depend on product availability. We will confirm any price difference, return cost or additional payment before arranging an exchange.

9. Contact Us

For questions about returns, cancellations or refunds, please contact us:

Email: support@fafreesebike.com

Please include your order number so we can find your purchase and help you more quickly.