Refund policy

Return and refund policy

I. General Return & Exchange Policy

  1. Products shipped from overseas warehouses are not eligible for returns or exchanges without reason.
  2. Once the product has been signed for, returns or exchanges will not be accepted except for performance issues that affect normal use. Damages such as paint scratches or minor part breakages due to shipping are not

    We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

    To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

    To start a return, you can contact us at contact@freeboy.co. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

    If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

    You can always contact us for any return question at contact@freeboy.co.


    Damages and issues
    Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


    Exceptions / non-returnable items
    Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

    Unfortunately, we cannot accept returns on sale items or gift cards.


    Exchanges
    The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


    European Union 14 day cooling off period
    Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


    Refunds
    We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
    If more than 15 business days have passed since we’ve approved your return, please contact us at contact@freeboy.co.

     eligible for return or exchange.
  3. If the product has performance issues that cannot be resolved by replacing parts, you may request a return or exchange within 7 days from the date of receipt (as per the DHL, DPD, or FedEx tracking records). Juhoyou will cover the return shipping cost, but the customer must drop off the package at a nearby DPD station or ship it back to our designated warehouse.
  4. No returns are accepted after 7 days of receipt.

II. Conditions for Return & Exchange

To be eligible for a return or exchange, the following conditions must be met:

  1. The product and its original packaging must be intact, undamaged, and in resellable condition.
  2. A valid reason for return must be provided. If there is a quality issue, proof (such as photos or videos) is required.
  3. The product must include all original accessories, packaging materials, manuals, toolkits, labels, chargers, and any other included items, maintaining its original condition.

III. Situations Where Returns & Exchanges Are Not Accepted

  1. Products not purchased through official channels.
  2. Products explicitly marked as non-returnable in special instructions.
  3. Products stated as non-returnable in the product description.
  4. Used products, except when they have performance issues that prevent normal use.
  5. Products that develop quality issues due to improper use or storage.
  6. Products with incomplete or damaged packaging (including missing packaging materials, accessories, manuals, warranty cards, labels, etc.).
  7. Products returned without prior approval from our company.
  8. Products not shipped back to our designated return service center.
  9. Products without valid proof of issues.

IV. Return & Exchange Guidelines

All returns and exchanges must follow our return process and be approved by our overseas warehouse sales team before proceeding.

  1. Incorrect Item Shipped:

    • Customers must request a return or exchange within 7 days of receiving the item.
    • The correct item will be shipped at no additional cost, and no extra shipping fee will be charged.

  2. Missing Items:

    • Customers must report missing items within 7 days of receiving the package.
    • Customers must provide the order number, the number of items received, and the package's net weight to assist in verification.
    • Once confirmed, we will resend the missing item or issue a refund.

  3. Shipping Damage:

    • If the outer packaging is damaged upon delivery, customers should immediately contact our overseas warehouse sales team for evaluation.
    • If the internal product is damaged, customers must provide photo evidence to request a return or exchange.
    • Refusing the package without prior approval will result in the customer bearing the return shipping costs.
    • For any other issues, customers should consult our overseas warehouse sales team first.

  4. Special Handling for VIP Customers:

    • If a return is due to logistics issues, the buyer is responsible for the original shipping cost, while our company covers the return shipping and restocking fees.
    • If a return is due to customer refusal, the buyer must cover round-trip shipping costs.
    • Returns without valid proof (e.g., photos or videos) are not accepted unless the product has performance defects.
    • Customers must return the product to the designated location at their own expense.
    • A restocking and reshipping fee of $200 or $400 will be charged depending on the model.
    • Dual-motor scooters and electric bicycles are not eligible for no-reason returns.

V. Refund Method

Refunds will be processed according to the original payment method or based on mutual agreement.