Refund policy

Return & Refund Policy

We want our return process to be clear and straightforward. To request a return, email care@freewellgear.com within 30 days of receiving your order. Return approval is required before sending anything to Freewell.

Requesting a Return

Please provide:

• The reason for the return
  
• Clear photos or video if the product has a problem
  

Do not ship the product until you receive return instructions from Freewell.

Customers must accept delivery before requesting a return. Refusing delivery does not count as an approved return and may result in additional shipping, customs, or handling charges.

Return Eligibility

• Products should preferably remain sealed and unopened.
  
• Opened products may be accepted if they are unused, complete, and in resalable condition.
  
• All original packaging, accessories, manuals, and included items must be returned.
  
• A 10% restocking fee or more may apply when inspection, repacking, restoration or replacing parts is required.
  
• The actual cost of replacing missing or damaged packaging, accessories, or parts may be deducted.
  
• Used, damaged, incomplete, or non-resalable products are not eligible for a refund and may be returned to the customer at the customer’s expense.
  

Manufacturing Defects, Quality Issues, or Incorrect Products

If your parcel contains an incorrect item, missing item, shipping damage, or a defect visible immediately after opening, please report it within 48 hours of delivery and provide clear photos or video showing the issue.

Defects that become apparent later will be reviewed separately under Freewell’s warranty terms.

Once the issue is confirmed, Freewell will provide a replacement at no charge. The original product will not need to be returned unless Freewell specifically requests it.

If you decline the replacement and request a return instead, the normal return shipping, customs, inspection, and refund terms stated in this policy will apply.

Returns Without a Confirmed Product Issue

For change-of-mind returns or returns unrelated to a confirmed product issue:

• The customer is responsible for return shipping.
  
• Freewell does not provide prepaid international return labels.
  
• The original outbound shipping cost will be deducted from the refund, including the actual shipping cost paid by Freewell for orders that qualified for free shipping.
  

Return Shipping and Customs

Returns must be shipped door-to-door with valid tracking. All customs clearance, import charges, brokerage fees, and handling charges must be prepaid by the customer.

Freewell must not be required to collect the parcel or pay charges upon delivery. Parcels that do not follow these instructions may be refused.

If Freewell must appoint a local customs broker, the actual brokerage, customs, and handling costs will be deducted from the refund. Brokerage fees alone are typically between USD 100 or more irrespective of order value. 

Please email the trackable tracking information to care@freewellgear.com immediately after shipping.

Return Address

Contact Person: Bingo Ling
Address: 2nd Floor, Room 202, Sanzhou Warehouse, No. 3 Laiyin Road, Xinsheng Village
District: Longgang District
City: Shenzhen
Province: Guangdong
Postal Code: 518000
Country: China
Phone: 18088861987

Refunds

Once the return is received and inspected, we will notify you whether the refund has been approved.

Approved refunds will be issued to the original payment method within 10 business days. Depending on the return reason and condition, the following may be deducted:

• Original outbound shipping costs
  
• Applicable restocking fees
  
• Missing or damaged packaging, accessories, or parts
  
• Customs, brokerage, or handling charges
  
• Any payment-processing fee that was charged to Freewell and is not refunded by the payment provider
  

Your bank or credit card provider may require additional time to process and post the refund.