Return and Refund Policy

Thank you for shopping at EMX Centrals. We are committed to ensuring your complete satisfaction with your e-bike purchase. However, we understand that sometimes a product may not be the right fit. Please read this policy carefully to understand your rights and obligations regarding returns and refunds.

For any questions, please contact our Customer Support Team at support@emxcentrals.com or via our Contact Page.

1. Order Cancellations

Before Your Order Has Shipped:
You may cancel your order for a full refund at no cost. Please contact us immediately via email or phone. We process orders quickly, so cancellation is not guaranteed until you receive a confirmation response from our support team .

After Your Order Has Shipped:
Once your order has left our warehouse, cancellations are treated as returns. You will be responsible for:

A $250 restocking fee per bike (to cover shipping and handling costs)
Actual return shipping costs (which will be deducted from your refund)

2. Return Eligibility

We offer a 30-Day Return Policy on all EMX electric bikes from the date of delivery . To be eligible for a return, the following conditions must be met:

Condition Requirements

Mileage Limit: The odometer must read less than 20 miles
Physical Condition: The bike must be free of dirt, wear and tear, scratches, odors, or any other signs of use beyond basic testing
Assembly Integrity: No defects from improper assembly such as stripped bolts, scratched frames, or damaged components
Complete Package: Must include all original contents: battery, charger, keys, tools, hardware, manuals, and any free gifts included with your purchase
Original Packaging: The bike must be returned in its original box and packaging materials. We strongly recommend keeping the box until you are certain the bike is right for you

Non-Returnable Items

The following items cannot be returned :

Batteries purchased separately
All accessories (fenders, racks, helmets, locks, mirrors, phone mounts, etc.)
Replacement parts
Gift cards
Items purchased during Black Friday, Cyber Monday, or other special promotional events (all sales final during these periods)
Products purchased from unauthorized resellers or third-party retailers

3. The Return Process

Step 1: Request Authorization

Contact our Support Team at info@emxcentrals.com to initiate a return. Include:

Your order number
Photos of the odometer showing mileage
Photos of the bike in its current condition
Reason for return

Important: Do not ship your bike back without prior approval. Returns sent without a Return Merchandise Authorization (RMA) will be refused and returned to sender at your expense .

Step 2: Receive Instructions

Once your return is approved, our team will provide:

An RMA number
The correct return shipping address
Detailed packaging instructions
Shipping label options

Step 3: Package Securely

You are responsible for safely repackaging the bike in its original box. If the original box was not retained, you must source appropriate packaging. For bikes with batteries, special hazmat shipping requirements apply (see Section 6).

Step 4: Ship the Bike

Return shipping costs are the responsibility of the customer, unless the return is due to our error or a defect covered under warranty .

We strongly recommend:

Using a trackable shipping service
Purchasing additional shipping insurance for the full value of the bike
Requiring a signature upon delivery

EMX Centrals is not responsible for items lost or damaged during return transit .

Step 5: Inspection and Refund

Once we receive your return, our warehouse team will inspect the bike within 5 business days to verify it meets the return conditions . Following inspection, we will notify you of the approval or rejection of your refund.

4. Fees and Deductions

Depending on the timing and reason for your return, the following fees may apply:

Situation	Fee
Cancellation before shipment	$0
Cancellation after shipment (before delivery)	$250 restocking fee + return shipping
Return within 30 days (customer-initiated)	Customer pays return shipping + $250 restocking fee if we provide the label
Return within 30 days (defect/warranty issue)	$0 (we cover return shipping and full refund)
Return without original box	Customer must arrange own shipping; additional packaging fees may apply

Payment Processing Fees:
If you paid by credit card, we will deduct a 3% payment processing fee from your refund. This fee is charged by the credit card companies and is non-recoverable .

Discount Adjustments:
If your order used a discount code, the discount value will be subtracted proportionally from your refund amount .

5. Refund Timeline

Refunds are processed after the returned item passes inspection :

Inspection Time: Up to 5 business days after we receive the package
Refund Processing: 1–2 business days after approval
Bank Processing: Additional 3–10 business days may be required for the refund to appear in your account, depending on your financial institution

Refunds will be issued to the original payment method used at checkout.

6. Important Information for Battery Returns (Hazardous Materials)

E-bike batteries contain lithium-ion cells and are classified as Class 9 hazardous materials . This affects how returns must be shipped:

Special Packaging Required: Batteries must be packaged in compliance with Department of Transportation (DOT) regulations. If you use our prepaid return label option, we will provide a hazmat-compliant outer box .
No Drop-Off at Retail Locations: Packages containing lithium batteries CANNOT be dropped off at FedEx, UPS, or USPS retail locations. You must schedule a hazmat ground pickup with the carrier .
Documentation: Special shipping documents must be completed and attached to the outside of the package .
Penalties: Failure to comply with hazmat shipping regulations can result in fines from the Department of Transportation and the package being returned to you .

By returning a bike with a battery, you certify that you will comply with all applicable hazmat shipping requirements.

7. Shipping Damage

If your bike arrives with shipping damage:

Document the Damage: Take clear photos of the damaged areas and the outer packaging.
Contact Us Immediately: Email support@emxcentrals.com within 7 days of delivery .
Do Not Assemble: If the damage is severe, do not attempt to assemble or ride the bike.

We will handle damage claims on your behalf. Options may include:

Sending replacement parts for minor damage
Arranging a full replacement for severe damage
Providing a return label for a full refund

Note: Minor scratches, minor packaging damage, or parts bent during shipping that do not affect functionality may not qualify for a full replacement .

8. Model Exchanges

If you wish to exchange your bike for a different model:

Place a new order for the desired model on our website
Initiate a return for your original bike following the process above
Once your return is approved and processed, you will receive a refund for the original purchase (less applicable fees)

We recommend waiting until your return is fully processed before purchasing a new model if you have budget constraints .

9. Exceptions and Limitations

Geographic Limitations:
Returns are only accepted from customers within the contiguous 48 United States. Customers in Alaska, Hawaii, or international locations should contact us before purchasing regarding return options .

Promotional Periods:
During major sales events (Black Friday, Cyber Monday), the standard 30-day return policy does not apply. All sales are final on promotional items during the period specified in the offer .

Discontinued Models:
Returns on discontinued or clearance models may be subject to additional restrictions. Please check the product page or contact us for details.