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Buyer Protection FAQ

>What is Buyer Protection?

Buyer Protection is a set of guarantees that enables buyers to shop with confidence on our website. You are protected for a full refund or exchange when: The item you ordered did not arrive within the time promised by the seller. The item you received was not as described, or was listed as being a genuine branded item but was fake.

>Can I cancel my order?

All orders can be canceled up until the point they are shipped. If your order has been paid and you need to make a change or cancel an order, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be cancelled.

>Can I request a refund?

If you did not receive the product within the guaranteed time (45 days not including 2-5 day processing) you can request a refund or a reshipment. If you received the wrong item you can request a refund or a reshipment. If you do not want the product you’ve received due to incorrect sizing or other reasons, you are eligible for a full refund but you must return the unused item to our offices. Instances where refunds may not be automatically issued are: Your order did not arrive due to factors within your control (i.e. providing the wrong shipping address) Your order did not arrive due to exceptional circumstances outside the control of freestylecycling.com (i.e. not cleared by customs, delayed by a natural disaster). Other exceptional circumstances outside the control of freestylecycling.com *You can submit refund requests within 14 days after the guaranteed period for delivery (45 days) has expired. You can do it by sending a message on Contact Us page or to support@freestylecycling.com. Once your refund is approved, a credit will automatically be applied to your credit card or original method of payment, within 3 working days. 

>Can I request an exchange?

If for any reason you would like to exchange your product, perhaps for a different size or colour, you will need to follow the returns process so we can issue you a store credit for you to make your new purchase. Note: If you are returning the item to exchange for an item of greater value, email us at support@freestylecycling.com to receive a further 10% Discount voucher. In most cases, this discount will offset the shipping cost of the original item back to us.

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