Return & Refund Policy

At FREEBOY, we want you to understand your options if you change your mind or experience a problem with your order.

This policy applies to purchases made from our store. It does not replace or limit your rights under applicable consumer protection laws.

1. Changing Your Mind — EU and UK Orders

For eligible online purchases by consumers in the European Union or United Kingdom, you may cancel your purchase without giving a reason by notifying us within 14 calendar days after receiving your item.

Once you have notified us, you must send the item back within a further 14 calendar days.

To notify us, email service@freeboyshop.com with your order number and a clear statement that you wish to cancel your purchase. You do not need to provide a reason or wait for approval to exercise your statutory cancellation right.

For other destinations, change-of-mind returns are available where required by applicable law or expressly offered at the time of purchase. We do not offer an additional voluntary 30-day change-of-mind return period.

2. Condition of Change-of-Mind Returns

You may unpack and inspect the product as you reasonably would in a shop to establish its nature, characteristics, and functioning.

Please return the scooter with its charger, accessories, tools, manuals, and other included items.

Use the original packaging where possible. If it is unavailable, use suitable protective packaging. Missing original packaging does not automatically remove your statutory cancellation rights.

Handling beyond what is necessary for inspection, including extended riding, may reduce the product’s value. Where legally permitted, we may deduct the actual reduction in value from your refund. We will explain any deduction and its basis.

We do not charge a fixed restocking fee for statutory cancellation returns.

3. Return Shipping Costs

Reason for Return	Responsibility for Return Shipping
Change of mind	You pay the direct return shipping cost, provided this responsibility was disclosed before purchase and applicable law permits it
Confirmed defect, shipping damage, or incorrect item supplied by us	FREEBOY covers necessary return shipping costs
Other circumstances	Costs will be explained according to the issue and applicable consumer law

Electric scooters contain lithium batteries and may require a specialist carrier. Return costs vary by model, destination, and carrier.

Where a scooter cannot normally be returned by ordinary post, we will disclose an estimated return shipping cost before purchase.

Free outbound shipping does not mean change-of-mind return shipping is free. However, we will not deduct an undisclosed outbound delivery charge from a statutory cancellation refund.

4. Defective, Damaged, Incorrect, or Missing Items

Please inspect your order after delivery and contact us promptly if:

• The scooter does not work correctly.

• The item arrives damaged.

• You receive the wrong product.

• Parts or accessories are missing.

Email service@freeboyshop.com with your order number, a description of the issue, and photos or a short video where reasonably available.

For shipping damage, photos of the box, shipping label, and affected item are helpful. You are not required to know the package’s net weight to report a missing item.

We will investigate and arrange the appropriate remedy under applicable consumer law. This may include repair, replacement, supplying missing parts, a price reduction, or a refund, depending on the circumstances and your legal rights.

Quality-related claims are not subject to a blanket 7-day reporting deadline. Signing for delivery, opening the packaging, or discovering a fault during use does not automatically remove your rights.

Cosmetic shipping damage will also be assessed. Minor scratches do not automatically entitle you to a full refund, but they will not be excluded from consideration.

Do not continue using a scooter if the issue affects its battery, frame, brakes, steering, or safe operation.

5. UK Faulty-Goods Rights

Where UK consumer law applies, you generally have a short-term right to reject faulty, misdescribed, or unfit goods within 30 days of delivery, subject to the applicable legal rules.

After that period, repair or replacement rights and, in qualifying circumstances, price reduction or rejection rights may continue.

You are not required to accept replacement parts where doing so would remove a statutory right to reject the goods.

6. How to Return an Item

1. Contact us: Email your order number and tell us whether you are cancelling your purchase or reporting a problem.

2. Obtain return instructions: We will provide the appropriate return address and any relevant carrier instructions.

3. Pack safely: Include the supplied accessories and secure the scooter against movement and damage.

4. Send the return: Use a carrier that accepts the scooter and its battery. Keep proof of dispatch and share the tracking details with us.

Please do not send returns to the address on the original shipping label unless we confirm it is the correct return location.

Contacting us helps prevent shipping errors. Our return process does not make statutory cancellation rights dependent on discretionary approval.

If the battery is damaged, swollen, leaking, or overheating, do not ship it through an ordinary parcel service. Contact us for appropriate handling instructions.

7. Refunds

Refunds are issued to the original payment method unless you expressly agree to another method. We do not require you to accept store credit instead of a refund to which you are entitled.

EU Statutory Cancellation Refunds

We will issue the refund within 14 calendar days of receiving your cancellation notice. We may withhold it until we receive the returned goods or evidence that you have sent them back, whichever occurs first, unless we have offered to collect them.

UK Statutory Cancellation Refunds

Where you return the goods, we will issue the refund within 14 calendar days after receiving them or receiving evidence of dispatch, whichever occurs first.

Delivery Charges

For cancellation of an entire order, we will refund the standard outbound delivery charge you paid where required by law. Additional amounts paid for an upgraded delivery service need not be refunded.

If outbound delivery was free, there is no outbound delivery charge to refund.

Faulty-Goods and Other Refunds

These refunds will be processed within the applicable legal deadline. We will confirm the refund amount and timing when arranging the remedy.

Your bank or payment provider may take additional time to display the funds after the refund has been issued.

8. Exchanges

For a change-of-mind exchange, contact us to arrange the return. A separate order for the preferred model or colour is normally the quickest option, subject to availability.

For defective or incorrectly supplied goods, we will arrange any replacement in accordance with your applicable consumer rights.

9. Exceptions and Customer-Caused Damage

Genuinely personalised or custom-made products may be excluded from change-of-mind cancellation where the law allows. Any such exception will be disclosed before purchase.

Standard scooters, dual-motor models, spare parts, and discounted items are not excluded from statutory cancellation rights simply because of their product category or sale price.

Damage caused by misuse, accidents, improper storage, or modifications is not treated as a manufacturing defect. This does not automatically cancel unrelated statutory rights.

10. Cancelling Before Dispatch

If you want to cancel before shipment, email us as soon as possible.

We will try to stop dispatch. If the order has already shipped, we will explain how to proceed under the applicable cancellation and return rules.

Refusing delivery alone does not clearly notify us that you are cancelling. Please also contact us so we can record your request and arrange the next steps.

11. Contact Us

For cancellations, returns, exchanges, or refund enquiries:

Email: service@freeboyshop.com

Please include your order number or other proof of purchase.