Effective date: November 11, 2025

Company: MIAMI BIKE XPERIENCE LLC (“MBX”, “we”, “us”)

Address: 5401 Collins Ave #730, Miami Beach, FL 33140, USA

Email: support@miamibikexperience.com · Phone: +1 (305) 397-8958

 

 

1) Quick overview

 

• E-bikes: returnable within 14 days of delivery when the bike is like new (≤ 10 miles total use, no damage/mods) and returned with all original accessories & packaging.

• Accessories (no battery): returnable within 30 days if unopened/unused.

• Who pays shipping? You do for change-of-mind returns; if we made an error or the item arrived DOA, we cover reasonable return freight.

• Refunds: to the original payment method after inspection.

 

Having a clear return/refund policy and showing it prominently also satisfies Google Merchant Center transparency requirements for Shopping ads. 

 

 

2) What qualifies for a return

 

E-bikes (14 days): Eligible when (a) total odometer ≤10 miles, (b) no scratches/dents/abuse, and (c) charger, keys, toolkit, manuals, inserts, and original carton/foam are included.

Accessories (30 days): Must be new, sealed, and resalable.

Not returnable: installed parts, used consumables (tubes, pads, chains), items with water damage or altered electronics, custom/special orders, or any item returned without an RMA.

 

 

3) How to start a return (RMA)

 

Email support@miamibikexperience.com with your order #, the reason, and photos (full bike, odometer, any issue). We’ll issue an RMA with packing and carrier instructions. Returns sent without an RMA or “freight collect” may be refused or incur extra handling.

 

 

4) Condition review & possible deductions

 

• Return shipping: customer-paid for remorse/fit/color changes. (We can provide a discounted label and deduct our actual carrier cost from the refund.)

• Restocking (e-bikes): up to 10% for rideable/open-box units that require inspection, cleaning, and re-conditioning.

• Missing/damaged items: we deduct the replacement value of lost parts, non-original packaging, or repairs needed to restore sellable condition.

 

 

5) Refund timing & method

 

Once your return arrives, inspection usually completes within 5 business days. Approved refunds go to the original payment method; your bank/card issuer may take additional time to post the credit. If an item never arrives, you also have rights to dispute a billing error under the Fair Credit Billing Act—send a written dispute to your card issuer within 60 days of the first statement that shows the error. 

 

 

6) Exchanges

 

Need a different size/model? Start a return per this policy and place a new order. We’ll process the refund on the returned item after inspection.

 

 

7) Orders that arrive damaged or defective (DOA)

 

• Visible damage at delivery: if possible, note it with the driver and contact us within 48 hours with photos of the outer box, inner packaging, and product.

• Concealed damage/defect: report within 5 days and keep all packaging. We’ll troubleshoot and repair or replace as appropriate under our Limited Warranty. Your federal warranty rights under Magnuson-Moss remain in force. 

 

 

8) Battery & hazmat returns (important)

 

E-bikes and battery packs contain lithium-ion cells and must move via ground with specific packaging/markings—and only if the design passed UN 38.3 testing. Since January 1, 2022, manufacturers/distributors must make a UN 38.3 test summary available; we follow PHMSA guidance and will provide compliant labels/instructions when a battery return is authorized. Mis-packed battery shipments are often refused by carriers. 

 

 

9) Cancellations & preorders

 

• Before shipment: cancel anytime for a full refund.

• After shipment: treat as a return (sections above apply).

• If we can’t ship on time: when we cannot meet our stated ship window—or, if none was stated, within 30 days—we will seek your consent to the delay or issue a prompt refund, as required by the FTC’s Mail/Internet/Telephone Order Merchandise Rule (16 CFR part 435). 

 

 

10) “Delivered” but not received

 

First check side doors/garage/porch, ask neighbors/household members, and confirm the address on your order. If still missing, email us within 48 hours so we can assist with a carrier trace. For card purchases that never arrive, the FCBA explains how to dispute a billing error (send your letter to the issuer within 60 days). 

 

 

11) Refused/undeliverable shipments

 

If a package is refused or returned as undeliverable, we’ll refund the product price minus the actual round-trip shipping and any carrier return fees after inspection.

 

 

12) Policy misuse

 

We may deny returns that show signs of abuse (excessive wear, swapped components, serial tampering) or that fall outside the stated windows.

 

 

13) How to reach us

 

MIAMI BIKE XPERIENCE LLC

5401 Collins Ave #730, Miami Beach, FL 33140, USA

support@miamibikexperience.com · +1 (305) 397-8958