Customer Support & Store Policies

1. Return Policy

Customer satisfaction is our top priority. We want you to be completely confident in your purchase from Serenade Bikes.

  • 30-Day Money-Back Guarantee: We offer a full refund for unopened, unused products returned within 30 days of delivery.
  • Partial Refunds: Items returned with opened packaging or signs of handling may be subject to a partial refund based on item condition.
  • Return Shipping: Customers are responsible for round-trip return shipping fees.
  • Requirements: All returned merchandise must include the original packaging, accessories, and a valid proof of purchase (order number or receipt).

2. Warranty & Crash Replacement Policy

To keep your ride smooth and worry-free, all Serenade products are backed by our dedicated warranty service.

Defects Upon Delivery (DOA)

If your order arrives with visible damage or manufacturing flaws, please take high-resolution photos/videos and contact us immediately. Our team will review your case and arrange a prompt replacement or solution.

Issues During Regular Ride

If an issue arises during normal use, please email our support team with the following information:

  1. Proof of Purchase
  2. Product Serial Number (SN)
  3. Detailed photos & videos of the issue
  4. A brief explanation of the situation
  • Manufacturing Defects: Serenade Bikes will ship replacement parts to you 100% free of charge. You can take your bike or wheelset to any professional local bike shop (LBS), and Serenade Bikes will cover the repair & labor costs.
  • Crash Replacement Discount: If product failure or damage occurs due to user error, crash, or accidental impact within 2 years of purchase, Serenade Bikes offers a 15% Crash Replacement Discount toward a replacement part or new model.

3. Shipping & Logistics

  • Standard Delivery Time: Express shipping generally takes approximately 7 business days once tracking information is issued. Please note: International transit times may occasionally experience minor delays due to customs clearance.
  • Flexible Shipping Methods: We respect your logistics preferences. Serenade Bikes supports custom shipping choices, including dispatch to your specified freight forwarder or preferred private logistics provider.

4. Dispatch Inquiries & Tracking

If your order has not been dispatched within 14 calendar days (2 weeks) after payment confirmation, please reach out directly to our support team. We will immediately investigate the status with our factory and logistics partners to update you.

Need Help with Your Order?

Contact our customer support team via Email: support@serenadebikes.com, Please include your Order ID for faster processing.