Freway Warranty Policy
- Warranty preconditions: Product In the warranty period (refer to below), first owner of the product , customer who’s exempt from disclaimer clause.
- Repairing service is not available now, but we’ll provide parts replacement service.
- Customer will be required to provide picture of defect as proof via email and our engineer will make an initial evaluation. If it’s complied with warranty clause, customer has right to return the damaged parts (or the whole bicycle) or not, then we will ship replacement parts (or the whole bicycle with replaced parts). Customer will be responsible for return fees.
- Return for Defective：Customer has right to return defect product within 7 days since it delivered. Customer will be required to provide picture of defect as proof via email before you return the product, After it’s confirmed by our engineer through initial evaluation, customer will receive return label through email, and postage will be paid by Freway. Full refunds may take up to 15 business day to appear on your account
- Customer has right to return the product for refund in 7 days since it delivered if there’s no defect on the product. Customer will be responsible for 30% restocking fee and shipping fee.
3 years Frames
1 years motor, controller, & battery pack And other original parts and components (except consumables such as tires and tubes)
Warranty VoidWarranty of item will be voided if:
- Product(s) in any way is tampered with which includes: disassembly, modification, etc.
- Product(s) is accidentally damaged which includes water damage, dropping of the product, incorrect use of product, lack of maintenance, etc.
- Product(s) fails outside of the warranty period. Please review the product manual and Freway FAQ section for proper product use and care to avoid warranty voiding.
- Damage or failure due to accident, misuse, abuse, or neglect
Freway’s original manufacturer warranty does not cover product(s) that are not sold by Freway and its authorized resellers.
Return – Replacements (same model)
This option is limited to 24 months from date of purchase. Freway will replace any product(s) that malfunctioned due to failure of parts or workmanship.
Product(s) returned will be tested to determine issue and defect, if:
- Item is NOT found defective and passes the stress test it will be returned accordingly.
- Item is defective and failed test it will be replaced accordingly.
Should the “cause” of the return be due to defective accessory/accessories the particular defective accessory/ accessories will be replaced and returned with product(s). It is imperative to visit our FAQ and troubleshoot sections to determine issue before requesting a RMA.
*Note: Buyer will be responsible for return shipping fees; we will only cover the replacement shipping fees (USA orders only). Special exceptions will be limited to certain conditions and determined solely by Freway.
International return for refund or replacement:
Freway does not offer full international support. We are still able to refund or replace the item (within warranty limits) which has malfunctions due to the failure of parts or workmanship that are sold by Freway only.
Condition: We do not cover INTERNATIONAL returns and replacements shipping and handling fees. INTERNATIONAL buyers will be responsible for both return and replacement shipping charges. Item will need to be return in order for a refund or replacement to be processed.
Please do NOT ship any item back to us without contacting our Customer Support Team and receiving a RMA (Return Merchandise Authorization) number or your return item will not be processed.
- Items returned in this manner will be returned accordingly to return address.
- If return address is not provided, it will be held until claimed. If not claimed within 1 month, we will assume you have involuntarily given up the ownership of the item(s) and/or relinquish the right to Freway for proper item disposal. To avoid missing package or having your return unit deposed, please contact Customer Support Team and obtain an authorization BEFORE returning any item(s). We are not liable for any items returned and disposed due to any reason in failing to contact us after the first: initial, second : follow-up and third : final emails & calls sent during the 1 month hold time warning of the unauthorized return and request for your return shipping.
Refund: upon receiving the returned item it may take up to 7 business days to process. Once processed you will be notified of the refund, the funds may take 2-3 days to transfer over (dependent on Bank) Replacement/exchange: upon receiving the returned item it may take up to 2 business days to process (testing), and a replacement be shipped. Total turnaround time is dependent on shipping carrier (USPS service). Most RMA cases generally take 7-10 days (estimated) to complete from date of shipping to date of replacement received. Exception may occur which could extend the quoted estimated time frame. It is suggested to keep in contact with us, and promptly respond back to us should an issue arise during processing so your case can be resolved accordingly with minimal delays.
The warranty is limited and it is your responsibility to contact our support team during the allotted time or immediately once the item malfunctions. Contacting us after the warranty had expired for a product that malfunction or broke within the first few months of purchase is not a valid reason to claim coverage.
This warranty is void in its entirety by any modification of the frame, fork, parts or components. This warranty is expressly limited to the repair or replacement of a defective item, and said repair or replacement is the sole remedy of the warranty. This warranty extends from the date of purchase, is offered only to the original owner, and is not transferable. This warranty applies only to Freway E-bike purchased through an authorized dealer or distributor. Freway is not responsible for incidental or consequential damages. Some states do not allow the exclusion of incidental or consequential damages, so the above exclusion may not apply to you. Any claim against this warranty must be made through an authorized dealer or distributor. Proof of purchase is required. Claims made outside the country of purchase may be subject to fees and additional restrictions. Warranty duration and detail may differ by frame type and/or by country. This warranty gives you specific legal rights, and those rights may vary from place to place. This warranty does not affect your statutory rights.