Refund ＆ Return Policy
1. Introduction
Thank you for shopping with Fafrees. This Return & Refund Policy outlines the terms and conditions governing returns, refunds, and related processes for electric scooters purchased from fafrees.com. By making a purchase, you agree to this policy. Please read it carefully.
2. Damages, Wrong Items, and Issues Upon Receipt
Please inspect your order upon delivery. Contact us immediately at info@fafrees.com if the scooter is defective, damaged, or if you received the wrong item. Provide clear photos or videos of the issue and your order number. We will evaluate the case promptly and provide a solution.
3. Returns (Change of Mind / Non-Quality Issues)
3.1 Eligibility
We offer a 30-day return window from the date of customer delivery signature for non-quality related reasons (change of mind, wrong size, etc.). To be eligible for a return, the item must meet all of the following conditions:
Unused, unworn, and in the same condition as received.
In the original, undamaged packaging with all protective materials.
Includes all original accessories and parts: charger (with box), tools, manuals, keys, etc.
The original proof of purchase (order number) is required.
3.2 Return Process & Fees (Customer's Responsibility)
Initiating a non-quality return involves the following steps and fees, which are the customer's responsibility:
Pre-Return Authorization: You must contact us at info@fafrees.com to request a return before sending the item back. We will provide a Return Merchandise Authorization (RMA) number and instructions. Returns sent without prior approval and an RMA number will be refused at the warehouse.
Pre-Return Assessment: Before returning, you must provide us with photos/videos showing: the scooter's condition, the internal packaging, and the fully packed external box. We will assess if it meets return standards. Returns not meeting the standard will not be authorized.
Return Shipping & Risk: You are responsible for arranging and paying for return shipping to our designated warehouse. You are also liable for any loss or damage that occurs during the return transit. We recommend using a tracked and insured service and retaining the proof of postage/shipping receipt.
Restocking & Processing Fees: Upon receipt and inspection of the returned scooter at our warehouse, the following fees will be deducted from your refund:
Return Process & Fees (Customer's Responsibility)
Initiating a non-quality return involves the following steps and fees, which are the customer's responsibility. These fees cover logistics, warehouse processing, and potential refurbishment:
Logistics Costs (Round-trip Shipping): The customer is responsible for the full cost of shipping the item back to our designated warehouse and any associated outbound fees.
Warehouse Processing Fees: Upon receipt, the item undergoes inspection, handling, and administrative processing.
Repackaging/Refurbishment Fees: If the original packaging is damaged or the item requires cleaning/minor cosmetic repair to be resold, additional fees apply.
Transit Risk: The customer bears all risk of loss or damage to the product during the return shipment.
The standard fee structure is as follows. All listed fees will be deducted from the refund amount:
A. For Returns to European Union (EU) Warehouse:
Standard Two-way Logistics Fee: €160 per scooter.
Oversize Surcharge: An additional €40 fee applies for scooters weighing over 31.5kg. (Round-trip logistics cost for F20 ULTRA and F20 MATE models is EUR 360)
Warehouse Inspection & Handling Fee: €20.
Repackaging Fee: €25 (charged based on actual need).
Refurbishment Fee: €60 (charged for cleaning, paint touch-ups, etc., based on actual need).
B. For Returns to United Kingdom (UK) Warehouse:
Standard Two-way Logistics Fee: £150 per scooter.(Round-trip logistics cost for both F20 Ultra and F20 Mate models: £210)
Warehouse Inspection, Handling & Refurbishment Fee: £60.
Non-Compliant Returns: If the returned item is inspected and found to have missing accessories, damage (scratches, dents, broken parts), or does not otherwise meet the "like-new" return criteria stated in section 3.1:
We may refuse the refund and return the scooter to you at your cost; or
We may deduct additional fees for part replacement/repair or a significant depreciation fee from your refund.
If the scooter is severely damaged beyond economical repair, we may not issue a refund. As an alternative, we can attempt to sell it second-hand on your behalf and remit the net sale proceeds to you.
4. Returns for Quality Issues / Defects
4.1 General Principle
Due to high shipping costs for large items, we generally do not support full returns for minor quality issues. Our primary solutions are compensation or replacement part dispatch.
4.2 Process for Quality Claims
You must provide evidence (clear photos, videos, description) of the defect to info@fafrees.com.
We will review and provide feedback or a solution proposal within one business day.
For claims where the product is alleged to be unusable, a full return may be authorized only afplacement parts. Valid repair shop invoices are required.
4.4 Minor Defects (Within 30 Days of Delivery)
For minor defects that do not affect normal riding, we may offer compensation up to 5% of the item's purchase price. If you refuse compensation and insist on a return, we may authorize it only after inspection confirms the defect. If the inspection does not confirm the defect, it will be treated as a non-quality return.
4.5 Claim Resolution
Once we have provided a solution (compensation or replacement parts) for a reported quality issue and you have accepted it (tacitly or explicitly), you may not subsequently request a return for the same issue.
4.6 Cosmetic Issues
Minor scratches on the body are not considered quality defects. We may offer compensation up to 3% of the purchase price. Returns requested solely for cosmetic reasons will be treated as non-quality returns.
5. Other Important Scenarios
Logistics Failure (Non-Delivery): If the tracking does not update for over 7 days or the package is returned without cause, and this is verified, we will bear the loss and resend or refund.
Wrong Item Shipped: If we ship the wrong item, we will cover all return shipping costs for the incorrect product.
Lost in Transit Investigation: If tracking stalls for >7 days, we will initiate an investigation with the carrier. After one month of investigation, you may cancel the order. You must instruct the end-customer to refuse the package if it arrives later. Acceptance of a delayed package constitutes a valid sale.
"Delivered" but Not Received: We will investigate with the carrier. You must assist with the investigation. Refunds depend on the carrier's findings. (Note: International investigations can take 1-3 months).
Incorrect/Incomplete Delivery Address: Returns caused by errors in the delivery information you provided will be treated as non-quality returns.
Customer Refusal at Delivery: Treated as a non-quality return.
Damaged Package at Delivery: If the outer box is visibly damaged, the customer must refuse delivery and take photos. If a damaged package is accepted, we cannot claim with the carrier, and losses from internal damage are your responsibility.
Contactless Delivery Damage: The customer must photograph the damaged outer box (showing label) before opening, and the contents after opening.
6. Return Instructions
We may provide a return label or arrange pickup for some regions. For pickup appointments, provide accurate details (date, address, contact) at least 2 business days in advance. Have the scooter fully packed and ready.
Ensure the item is securely packaged for return. Failed pickup attempts due to poor packaging or incorrect information will result in pickup charges billed to you.
All original items (as per 3.1) must be returned. Missing items will affect the refund amount.
If you ship the return yourself, you must use the return address we provide. You are liable for loss/damage during this self-arranged shipping.
Keep the proof of postage/shipping receipt with carrier signature, and send us a copy. This is essential for filing loss claims with the carrier if needed.
7. General Terms
Local Regulations: It is your responsibility to ensure the scooter's specifications (e.g., motor power, speed limits) comply with local laws before ordering. Returns due to non-compliance are treated as non-quality returns.
Fraudulent Claims: Providing false evidence will void all after-sales support for that order. Any compensation or parts already issued will be charged back to you.
Contact: For all return inquiries, email info@fafrees.com.