Pre-Purchase Notes
Please confirm all product details before placing an order.
At FREESKY, we stand behind product quality to ensure your worry-free shopping experience.
Before purchasing, carefully review the following return fee policy.
This policy applies to all components, accessories, and electric bicycles sold by FREESKY.
If you have any questions, feel free to contact our responsive customer support team — we’re here to help anytime!
I. Cancellation & Return Policy for Undelivered Items
Order Charges
All orders (including pre-orders) will be charged to your credit/debit card immediately upon purchase, regardless of the scheduled shipping date.
Cancellation Before Shipment
Orders canceled prior to shipment are eligible for a full refund.
We recommend contacting us as soon as possible after placing your order, as orders are processed quickly.
Important Note
If a tracking number has been assigned — even if the carrier status shows “Not Picked Up” — the item is considered shipped.
In such cases, refer to the “After Shipment” return policy below.
After Shipment
If you cancel an order or refuse delivery after the item has shipped, you will be responsible for round-trip shipping costs, even if the original order included “free shipping.”
Accessories
For accessory orders canceled after a tracking number is generated, a $20 shipping fee will be deducted.
Delivery Address Change
A $20 fee will be charged by the carrier for requests to change the delivery address after shipment.
Shipping Insurance
Shipping insurance takes effect when the insured product is dispatched and is non-refundable once activated.
Non-Cancelable Orders
Unfortunately, we cannot cancel orders that have been processed and sent to the warehouse.
Thank you for your understanding.
Cancellation Timeframe
Our order processing is fast.
To cancel an order, you must contact service@freeskycycle.com within 12 hours of placing it.
Once an order is submitted to the warehouse, it cannot be canceled.
For returns, refer to the return policy below for terms and refund details.
II. Return & Refund Policy for Received Items
Important Notice
After receiving your order, please retain the original packaging and all included items for at least 30 days in case of return or exchange needs.
If you need to return or exchange an item but no longer have the original packaging:
You must use a box matching the original bicycle size. We strongly recommend securing the frame with protective foam or air columns inside the box to ensure safe transportation.
For assistance, contact service@freeskycycle.com.
Thank you for your understanding and support.
For Accessories
Once accessories are shipped, returns or exchanges are not accepted for non-quality issues.
If you have questions, contact service@freeskycycle.com before placing your order.
Note: All items must be returned in their original packaging.
A $500 repackaging and handling fee will be charged if the original packaging is missing.
Return Authorization Requirement
All returns require prior approval.
After your return request is approved, you will receive a prepaid return shipping label from FREESKY.
Returns sent without prior authorization will not be accepted or refunded.
FREESKY reserves the right to refuse all unauthorized returns or shipments not sent as agreed.
To initiate a return, send product photos to service@freeskycycle.com for review.
Return Conditions
Unused Bicycles
- Within 14 days of receipt:
Full refund. Brand-new, unused, and unopened items qualify for a full refund with no restocking fee, but the buyer is responsible for round-trip shipping costs ($300) and a 5% merchant processing fee.
(Round-trip shipping cost is $400 during the peak shopping season from October to December.)
- Between 15–30 days of receipt OR opened within 14 days:
Full refund. The buyer is responsible for round-trip shipping costs ($300, or $400 during October–December) plus a 20% restocking fee based on the order amount.
Used Bicycles
- Between 15–30 days of receipt:
Full refund. The buyer is responsible for round-trip shipping costs ($300, or $400 during October–December) plus a restocking fee of up to 50% of the order amount.
- Over 30 days of receipt:
Returns are not accepted.
Additional Conditions for All Returns
- Returned items must be free of any signs of wear, including stains, scratches, or usage marks.
- Electric bicycles must be returned in their original packaging, including all accessories, manuals, and protective materials.
- Electric bicycles ridden for more than 20 kilometers (≈12.4 miles) are not eligible for return, except in cases of verified quality issues.
For minor defects that do not affect riding safety (e.g., peeled stickers or slight paint chips), customers may contact the support team to request partial compensation instead of a full return.
The compensation amount will be determined on a case-by-case basis.
How to Initiate a Return
Important:
Refused deliveries and returns made without prior approval will not be accepted.
FREESKY is not responsible for shipping costs or losses incurred from unauthorized returns.
Thank you for your understanding and cooperation.
III. Exchanges
Model exchanges are only available for electric bicycles.
If you wish to exchange your current model for another, please:
1. Contact the customer service team in advance.
2. Place an order for the target model.
3. Return the original order item.
All exchange requests are subject to this return policy and require prior email approval from the customer service team.
Please note that exchanged bicycles do not qualify for free shipping.
The customer is responsible for all shipping costs related to returns and exchanges.
Thank you for your understanding!
IV. Refund Process
The final refund amount may deduct applicable restocking fees, return shipping costs, and credit card processing fees incurred from the original order.
Refunds for returned orders will only be approved after the warehouse has successfully received and inspected the returned package.
Once approved, customers will receive an email notification, and the refund will be credited back to the original payment method.
Please allow up to 30 days for banks or credit card companies to process the refund.
V. Scope of Application
This return policy applies only to products purchased from the official FREESKY website www.freeskycycle.com.
For products purchased through third-party platforms or authorized dealers (such as Amazon or offline dealers), please refer to their respective return and warranty policies.