B2B commercial policies
Shipping, returns & warranty.
Guidelines for distributors, workshops and end customers on international shipping, returns and warranty coverage under German OEM standard.
01 · Shipping
Dispatch from plant and distribution network.
- Origin
- Dispatched from plant or authorized regional master distributor.
- Packaging
- Serialized box with lot-by-lot traceability label, anti-tampering seal.
- Incoterms
- FOB / CIF / DAP based on volume. No order minimum for active distributors.
- Global lead time
- 5–12 business days from dispatch to any major port.
- Mexico lead time (Embler)
- Same-day in Mexico City metro · 24–72 h interior.
- Insurance
- Transit coverage included up to arrival at destination port.
02 · Returns
We accept returns for verified OEM defects.
- Window
- 30 calendar days from invoice date to report quality issues.
- Process
- Send SKU photo + lot number + invoice. RMA issued within 24 business hours.
- Acceptance
- Returns accepted only in original packaging, uninstalled and with intact label.
- Refund
- Credit note or replacement. Card refund only on exceptional approved cases.
- Return cost
- Covered by FREY/distributor when defect is manufacturing-attributable.
- Exclusions
- Installed parts, post-delivery cosmetic damage or no lot traceability.
03 · Warranty
German OEM warranty audited case by case.
- General coverage
- 12 months or 20,000 km from professional install date, whichever first.
- Electronic components
- 24 months from sale to distributor (sensors, mechatronics, modules).
- Suspension / steering
- 18 months unlimited mileage under normal use conditions.
- Extended warranty
- Available under Premium program for annual-contract fleets.
- Claims
- Bilingual tech support responds with dictum within 5 business days.
- Replacement
- Physical replacement + labor credit up to 2 standard workshop hours.
Frequently asked questions
What we get asked most.
FREY operates B2B. For retail purchases we connect you with the nearest authorized master distributor (EMBLER in LATAM). We reply within 24 h with the correct channel.
No order minimum for active certified distributors. For initial onboarding we request a ,000 USD sample purchase to evaluate logistics and regional demand.
Each box ships with a serialized label you can audit against the lot-by-lot traceability database. If in doubt, send SKU photo + lot number and we validate within 4 business hours.
Yes. We have a specific program for fleets (Sprinter, Vito, European commercial) with tiered volume pricing and scheduled lot-by-lot delivery.
Yes, the Embler team in CDMX provides bilingual ES/EN tech support for authorized distributors. For specific fitment, share VIN + symptom and you receive a documented recommendation.
We cover the highest-volume generations in operation (last 15 years). For older vehicles or rare applications, contact us: we have an OEM and aftermarket search network for off-catalog parts.
Fill out the Contact form with subject «I want to become a distributor» or write directly to freymarketing@cnfrey.com. Validation takes 5–10 business days.
◆ Did not find what you were looking for?
Another question?
If your case is not above, write directly to our sales team and receive a documented reply within 24 business hours.