- Front and Rear Supsenion
- Regenerative/electromechanical Breaking System
- U1 battery, 50AGM Optional
- 24 V5A, 100-240V Offboard charger
- USB Ports on tiller, baskets & Mirrors
FreeRider Return and Warranty Policy
Returns:
Please inspect your product upon delivery within 24 hours. If the product is damaged or is not the correct product, please refuse the delivery. If your item was delivered without a signature and is damaged or incorrect, please email to sales@freeriderusa.com and provide the related pictures within 24 hours.
The receiver can inspect the items quickly before the driver leaves for FR Terrain and FR Apollo Series. The receiver can reschedule the delivery if they don’t have time to do so at the moment of delivery. There is a $350 dollar per reschedule delivery fee for FR Terrain, FR Apollo series, and FR e-Bikes.
Once accepted, the following conditions apply: Customers are responsible for the return expenses and must use the original packaging and meet the following:
1. Customer must return the product and all the accessories, charger, and user manuals that were included in the product’s box. Customers must request an RMA from FreeRider USA within 14 calendar days of receiving the product.
2. Once the RA number has been generated; the return-eligible items must be shipped or picked up within 3 calendar days. The first day is the NEXT calendar day after we issued the RA number to you. FreeRider USA institutes a $25 fee per missed scheduled pickup.
3. All return-eligible items require a 25% restocking fee for returns. If the item shows any visible use or damage or wear; the item is not refundable. If e-Bikes have been ridden more than 5.0 miles. FreeRider USA will contact you and ship it back to your original address. You will be responsible for shipping fees to get the item back to you. All returned products require a RMA number. If products are sent back without an RMA the customer will be responsible for any fees incurred.
4. If your return is rejected and you refuse to have it/them shipped back to you within 7 calendar days of receiving a written rejection notice, we may, in our sole discretion, (a) deem your equipment to have been forfeited and (b) use or dispose of it as we see fit.
5. Your refund would be minus the restocking fee and return freight. The cost of damaged parts will be debited after the items have been inspected.
RETURN SHIPPING
Unless FreeRider USA made an error, return freight is the customer's responsibility. We will be happy to help you determine which shipping method to use once you have requested your RA number. We highly recommend insuring larger items for their retail value to protect against shipping damage. Please be sure to carefully follow all return shipping instructions that are included with your Return Authorization number. If an item is returned to the wrong address, FreeRider USA reserves the right to charge for any additional shipping fees associated with shipping the item to the correct location. In addition, if a scheduled pickup with a delivery carrier is missed, FreeRider USA will institute a $25 fee per missed scheduled pickup. Return using the original box; If it is lost, there is a $150 dollar box fee for the entire Luggie lineup and $600 fee for the entire FR Terrain lineup, and FR e-bikes and will be deducted from the refund. The shipping costs to send the new box will be an additional deduction.
CANCELED ORDERS
If cancellation is made after the item has shipped it is subject to all standard return policies. You must accept delivery, obtain an RA Number and ship the item back to the correct address. If delivery of an item is refused, return shipping costs are deducted from the issued credit and a 25% restocking fee (minimum $35) will apply. FedEx Express shipping costs will not be credited if delivery is refused.
CREDITS
Once your return is received, FreeRider USA will issue a credit to your original payment method for the purchase. Please allow 3 to 5 business days for your credit to be issued after the item is delivered to our warehouse. If your item is defective or was damaged in shipping, please call your original dealer. We will arrange for the item to be repaired or replaced promptly.
INELIGIBLE ITEMS/SERVICES
There are some items and services; however, that are ineligible for return, including:
1. Certified Products
2. Battery
3. Electrical Parts
4. Memory Cushions
5. Delivery Fee
Click on the Warranty Policy to see the information related to warranties.
Shipping and Return Policy
Cancellations & Refunds:
At Qualified Comfort, we pride ourselves on having the best return policies in the industry. Cancel your order any time before it ships completely free of charge (exceptions apply such as custom orders, see below).
If you have questions, please send an email to sales@shopqualifiedcomfort.com or call us at 249-703-5545.
Cancellations (Before Order Ships):
If you need to cancel an order, please contact us as soon as possible so we can refund you in full before your order leaves the warehouse. Reach agents during business hours at 249-703-5545, or email sales@shopqualifiedcomfort.com at any time.
Cancellations of Custom Orders:
Custom or made to order products cannot be canceled or refunded as these products are put into production specifically for your order.
These units, are custom made to your specification or created once you order. Once you place your order they start building your unit. Your warranty will guarantee you a fully functional and operational product. If it is not clear whether your order is custom or made to order, please message or call us.
All sales are final for Custom made and Made-to-order products.
Refunds and Returns:
If you need to exchange your product, you may do so. You, as the customer, are responsible for any shipping costs throughout any returns and exchange processes.
Not all orders are available for return once they have shipped. We order our products directly from the manufacturer. Therefore, if the manufacturer will not permit us to return a product, we cannot offer you a return. This often varies on a case-by-case basis; please reach out to us if you would like specific information on your brand and/or product.
Due to drastically increasing LTL/freight shipping costs, any outright returns will incur 25% cancellation fee + return shipping costs. If you are replacing the product with something else, we may be able to help you cover some of the costs depending on the product.
Shipping Times:
We promise to do our best to get your order to you as soon as possible. We provide estimated shipping times on the product pages based upon what our suppliers and freight companies tell us, and those estimated shipping times may change or vary without notice (due to supply chain issues, the steel mills behind on making metal, the manufacturers delayed because of the mills, the overwhelmingly demand on shipping, factory/warehouse and dock workers and so on).
Order delays have proven to be unavoidable and outside of Qualified Comfort's control. While this might be frustrating, we ask you to please be patient and understanding with us in these tough times. We thank you for your business and appreciate your patience.
Please Read the Following:
When you are making a purchase from Qualified Comfort you are acknowledging the following of the Exchange Agreement:
- I understand I am to inspect the package upon delivery, and notate and take pictures if there is any damage and provide it to Qualified Comfort within 24 hours of the product being delivered.
- I understand that I am responsible for the cost of return shipping and the cost of a new product shipping in the case of a refund or exchange.
- I understand that products need to be returned unopened and unused. An additional restocking fee may occur.
- I understand that if my order has left the warehouse, that I am unable to receive a full refund.
- I understand that if I return my order once it has shipped, I will be responsible for paying any return shipping fees and restocking fees, which vary by product, but are usually around 20%.
- I understand that shipping date estimates outlined on product pages are estimates and may change due to factors completely outside the control of Qualified Comfort.
- I understand and agree that I will not cancel my order or file a chargeback for an order delay or because an estimate time provided to me turned out to be incorrect due to factors outside the control of Qualified Comfort (such as manufacturing and logistical constraints of our partner companies).
Damages:
Please inspect the packaging of your item(s) when they arrive, if you notice any damage, you should make note of it when signing for delivery. If your item(s) do arrived damaged please send photos of damage, box and SKU, along with a brief description of the damage to sales@shopqualifiedcomfort.com and we will process an insurance claim on your behalf. Photos and videos must be sent for freight damage within 24 hours of arrival or the freight damage claim will not be valid. Any punctures, or visible signs of exterior damage must be reported within 24 hours.
Warranty:
Warranties vary depending upon the manufacturer - see individual product pages for details. Warranty damages occur over time and from use. If an item was damaged upon arrival, and not reported within 30 days, that is not a warranty claim.
Returns:
The Qualified Comfort default is that customers will be responsible for all return shipping charges or reconsignment fees caused by customer error, unless otherwise stated on the product page.
Nearly all of our products have guarantee warranty policies - meaning that you will 100% get a fully functional, operating product that you paid for without any extra expenses incurred on your end - please see individual product pages for details.
BOGO Promotions:
In the event of a BOGO promotion, both items must be returned for a full refund. If one of the two items is returned, you will get a replacement of that item or a store credit for the value of that item when purchased on its own. If your order has shipped, you (the buyer) will also be responsible for actual return shipping charges and depending on the manufacturer, potentially a restocking fee. Refunds will only be issued to the original credit card that you use when placing your order.
All customers agree that they have read, understand, and agree to the terms and conditions above.
Individual items will have varying refund and return policies depending on the manufacturer. Please see individual product pages for details or contact sales@shopqualifiedcomfort.com.
Chargebacks:
Our team of agents are here to assist you and resolve any issues. We have purposefully made our policies as fair as possible, and we believe they are the top in the industry. We are on your team. We are immediately responsive, and will do all that we can to help you out and provide the best resolution.
Given this, any customer that files a fraudulent chargeback will be held criminally liable for theft. If you have not received a product, or have an issue with a product that you did receive, please contact us, and we will help you resolve your issue. Please do not file chargebacks for issues that we can resolve together. Thank you for shopping with us!
Contact sales@shopqualifiedcomfort.com for any questions.
Order Confirmation:
As soon as you place your order, you will receive an order confirmation e-mail. This means that we have received your order in our system and pre-authorized your credit card for the purchase. As soon as we receive your order, we automatically reach out to our suppliers to confirm that it is in stock and available for immediate shipment. If your item is on backorder or unavailable, we will void the pre-authorization and reach out to you via e-mail. If your item(s) are available for immediate shipment (within 5 business days), we will process the charges and submit the order for shipment.
Order Shipment:
If your order is in stock and we process the charges to your credit card, it will ship within five business days from the date of your order. We will send you tracking information within 24 hours of your order leaving the warehouse to the e-mail address you provided when checking out. If you do not receive tracking information from us within six business days of your order, feel free to follow up with us at sales@shopqualifiedcomfort.com.
No Shipping outside the USA. (Some exceptions apply - if the website permits you to check out and enter your shipping address, you will receive your order. Some products in particular are available in Canada).
Shipping Note
We do our best to get your order to you as soon as possible. We provide estimated shipping times based upon what our suppliers and freight companies tell us, and those estimated shipping dates may change without notice (due to supply chain issues). We appreciate your patience and understanding in as we work through these difficult times.
Shipping Options
Our base "Curb-side" Pickup shipping is always completely free! This option usually takes between 5-15 days to arrive at your doorstep, after you have submitted your order. There are other options available, however. We also offer.
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Threshold Shipping: This involves your item being transported to a sheltered area (porch, garage, etc.).
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White Glove Delivery - this includes the item being brought into your room of choice, any light assembly (massage chairs + other items which come largely pre-assembled), and all boxes and packaging removed from your house.
