Order Cancellation
For all orders (including pre-orders), your credit/debit card will be charged immediately. There will be no delay in payment collection, regardless of when the item is expected to ship.
1. Any order cancellation before shipment will be no charge. Please contact us as soon as possible after you placed an order if you need to cancel your order, beacause your order will be processing fast.
2. Cancellation of Ebike order after shipment (tracking number is updated) will be charged for the shipping fee. The shipping fee will be $150 ( it will be $200 during shopping season from Oct to Dec).
3. Cancellation of accessory order after shipment (tracking number is updated) will be charged for the shipping fee. The shipping fee will be $20.
4. Change request of the delivery address after shipment will be charged $20 as a change fee charged by carriers.
5. Once the shipping insurance is activated, no refunds will be provided. The freight insurance coverage begins as soon as the insured product is dispatched.
All cancellations need to be done by email to the Freesky service department. The customers cannot cancel the order by phone. The customers will receive a notification email after the order has been canceled successfully. Otherwise, the cancellation of the order was unsuccessful.
Ebike Returns
Ebikes from Freesky can be returned within 15 days of the delivery (only in the U.S).
Attention: we don't accept any return request after 15 days of the delivery.
1. FOR NON-QUALITY ISSUES
- The bike is brand new and unused: the customer will be responsible for the $150 return shipping ( it will be $200 during shopping season from Oct to Dec) and $150 restocking fee.
- The bike is used: the customer will be responsible for the $150 return shipping ( it will be $200 during shopping season from Oct to Dec) and 20% of the order amount as the restocking fee.
2. FOR QUALITY ISSUES
- Full refund and no charge of return shipping fee and processing fee; Or buyers can change for other e-bikes without extra payment of return shipping. (Note: Please remember that our customer service team will investigate into the quality issues carefully. If there is no quality issue and any damage to the bike is found intentional and man-made, we will still charge the return shipping fee）.
Return Process
Please reach out to our customer service team if you need to request a return. We don't accept any return without a notification from buyers. If a buyer refused the order delivery or return an order without a notification to us, we will charge the buyer a $150 return shipping ( it will be $200 during shopping season from Oct to Dec) and $150 restocking fee.
For returns agreed by Freesky, please ship the bike after receiving the notification and shipping label provided by Freesky. Or for the other option, If you decide to ship the bike by yourself, please do send us a notification with the tracking number after shipping any items for return. Once we received the item, we will either replace the item or give you a refund. This will be issued in 2 business days.
For ebike that has been delivered for more than 15 days, if there is any problem, we do not accept returns anymore, only repairs and replacements are allowed.
Non-Returnable Items Include, But Are Not Limited To:
- Wear (hats, etc)
- All accessories
- Special orders
- Used items except in EXTREME cases of breakage/malfunction
Late Or Missing Refunds
Generally, we will issue your refund within 2 business days after a refund approval. It will takes 3-5 days to receive the refund for customer because of international transaction. If you haven’t received a refund over 7-10 business days after you received a refund notification, please check your bank account again and contact your credit card company/bank. If you’ve done all of this and you still have not received your refund, please contact us at service@freeskycycle.com.