Freight Damage Advisory

We do our best to ensure your order arrives safely and in perfect condition. All items are inspected before shipping but sometimes a product can get damaged in transit. Please follow the rules below when receiving your order. 

  • Inspect all items at the time of delivery before signing the Bill of Lading (shipping paperwork).
  • Open the packaging and inspect the contents. If there is any damage big or small, please note it specifically on the Bill of Lading before signing for the goods as ‘damaged’.
  • In the extremely rare occurrence where your product appears to have structural damage, you can also refuse the shipment and it will automatically get sent back to Freedom Concepts. 

The Bill of Lading is a binding contract. Once you sign the Bill of Lading, you take possession of the product. If you do not note any damages on the Bill of Lading when signed, you will be responsible for any damages to the product. It is very important to note any damages so we at Freedom Concepts can recover any costs from the shipping company for repairs or replacement from the delivery company. You will have 48 hours to report the damages noted on the Bill of Lading to Freedom Concepts. Otherwise, the replacement cost will be at your expense, as the customer. 

If the product arrives damaged, you will have 48 hours to inform and register a claim with Freedom Concepts. Any return shipping costs due to damaged goods will be covered by Freedom Concepts and you will not be liable for any further shipping costs. 

If your product arrived damaged or with a visible defect, please call our customer service line at 1-800-661-9915 or email us at [email protected] and we will gladly help to resolve or fix the issue.  

If we can, Freedom Concepts will bring your product back to our facility in Winnipeg, MB to repair and restore it to its original condition. If the goods are beyond repair, we will replace your items. Freedom Concepts reserves the right to make this decision and all products that leave our shop are held to the same rigorous standard. Safety is the top priority and we will never release a product that provides unnecessary hazards or risks to the end-user. 

Adaptive Bikes Warranty Information

A one-year warranty is offered on all parts and accessories purchased with a brand new Freedom Concepts bike. The warranty commences on the date the product is shipped to the customer. Freedom Concepts will cover all parts, freight, and service costs on approved warranty claims within the first year. All parts/service issues that occur after the one-year mark will be dealt with through our Parts & Service department at an additional cost to the customer. This warranty does not include repair or replacement required as a result of misuse, abuse, neglect, or use for any purpose other than originally intended. Repair work conducted by any unauthorized service representative resolves Freedom Concepts from further liability or obligation under this warranty. 

Freedom Concepts also provides a Standard Lifetime Warranty on all bike frames (not including depreciation to the paint and finish). Any frame claims under this warranty will be pro-rated to the age of the bike and will not include any charges associated with freight and shipping costs. The Standard Lifetime Warranty on adaptive bikes is non-transferable and only applies to the original owner of the product. This frame warranty is not applicable on discontinued models or on bikes that have been used in a multi-user facility.  

Regular bike maintenance and upkeep should be performed on all Freedom Concepts adaptive bikes to prolong the useful life of the equipment and to guard against unnecessary product failures.  

Freedom Concepts reserves the right to alter or change warranty policies at any time and without notice.  

Chill-Out Chair Warranty Information

Chill-Out Chairs ordered with the “Essential Foam” or “Comfort Package for Essential Foam” options are eligible for a standard one-year warranty. Chill-Out Chairs ordered with the “TEC Foam” option receive a standard three-year warranty. Additional foam warranty is available at an extra charge at the time of purchase.  

All Chill-Out Chair accessories have a standard one-year warranty which is non-transferable and only applies to the original owner of the product.  

Return & Exchange Policy

We hope that you love what you ordered, but if something is not right, please let us know.  

If you are wanting to return your Freedom Concepts product or exchange it for a different size/model, you will need to contact our Customer Service team within the first 30 days after delivery. To be eligible for a return, the product must be in original condition with no signs of wear. If approved, our Customer Service team will issue you a Return Authorization (RA) number that is required to return anything to our warehouse.  

Products must arrive back to Freedom Concepts in new condition and in the original packaging. If accessories are missing or the product is damaged, additional costs will be deducted from the refund at Freedom Concepts’ discretion. Once received and inspected, the refund will be processed within 10 business days to the original payee of the order.  

It is standard policy for refunds to be issued for the original purchase price less the cost of shipping both ways and a 25% re-stocking fee.  

Shipping rates are as follows*:  

  • Boxed Items (DCP, Chill-Out Chair, EHDU) $250 
  • Palleted Items (ASR, AS2000, EHDO) $375 
  • Crated Tandems (ET2611 model only) $700 

*Shipping rate effective as of September 2022 and are subject to change at any time.  

For example, if a purchased DCP12 bike costs $4,000, we would deduct 25% and then $250 for freight incurred to ship the product to you and then back to us. The total refund would be for $2,500 (provided that the product is returned to us in its original condition). 

Please note the following exceptions to our Return and Exchange policy. The following products are final sale and are not eligible for returns or exchanges under this policy:

  • Any product that has been custom manufactured for you specifically by Freedom Concepts. 
  • Purchased demo units at a discounted price. 
  • Overseas products (non-continental North America). 
  • Discontinued items. 
  • Any after-sales Parts order.  

Trade-In Policy

Freedom Concepts does not take Trade-In’s as we do not have a physical presence in every city, province, or state to easily pick-up the product. If you have an older Freedom Concepts tricycle and are looking to donate it, please consider local therapy centers in your area or a local not-for-profit organization that may need some equipment.