Returns, Withdrawal, Warranties & Crash Replacement

Last updated: 28 July 2025

Return address: Serra Bike (CYBER VELO) – Returns, 1 rue Claude Bernard, 78310 Maurepas, France
Customer service: contact@serra-bike.com

1. Scope

This policy applies only to purchases made directly on serra-bike.com and delivered within mainland France. For any purchase made through a retailer, please refer to that retailer’s own returns and warranty policy.

2. Statutory right of withdrawal (14 days)

You have a legal 14‑day cooling‑off period from receipt of the product to exercise your right of withdrawal, without giving any reason. To withdraw, send us an unambiguous written statement (e‑mail accepted) or use the model withdrawal form at the end of this page.

• Return deadline: after notifying withdrawal, you have 14 days to send the product back to us.

• Product condition: you may handle the item to check its nature, characteristics and proper functioning. A deduction for diminished value may be applied where handling exceeds what is necessary for such verification.

• Return costs: Serra Bike covers return shipping costs via a prepaid label sent by e‑mail.

• Refund: we will refund all amounts paid, including the initial standard delivery charge, using the same means of payment, no later than 14 days from your withdrawal notice. We may withhold the refund until we receive the goods or proof of shipment.

• Exceptions: the right of withdrawal does not apply to products made to your specifications or clearly personalised.

Tip: for fragile products, use the original packaging or packaging that provides equivalent protection.

3. “30‑Day Ride & Return” policy (Serra Bike commercial commitment)

Because we believe in our wheels, we extend your trial period to 30 days from delivery.

• Period 1 – Days 1 to 14: application of the statutory right of withdrawal (see §2). No fees, except any deduction for excessive handling.

• Period 2 – Days 15 to 30: Serra Ride & Return (additional contractual benefit). We allow a road test within the intended use. A quality inspection is performed upon receipt. Depending on condition, a commercial deduction may apply as per the table below. Return shipping remains covered by Serra Bike (prepaid label).

3.1. “Ride & Return” procedure

1. Online/e‑mail request: write to contact@serra-bike.com, stating your order number, the wheel serial number(s) and the date of receipt.

2. Pre‑validation: we issue a return authorisation number (RMA) and request photos/videos of key areas (rims, sidewalls, drillings, spokes, hubs, freehub body (CRL), brake rotor interfaces, decals).

3. Prepaid label: we send you the return label. Ship within 7 days of the RMA being issued.

4. Inspection: quality check within 3 to 5 business days after receipt.

5. Refund: no later than 14 days after your request, taking into account any Ride & Return deduction (days 15–30 only).

3.2. Objective assessment table (days 15–30)

Indicative mileage references (road): < 100 km = A/B; 100–300 km = B/C; > 300 km = D (to be confirmed upon inspection). The final assessment is based on the technical diagnosis performed in our workshop.

Risk limiters:

• One Ride & Return per customer (per calendar year).

• Indicative mileage: we may request a head‑unit readout / GPS track.

• Accessories: remove accessories not supplied with the purchase (tyres, tubes, non‑original rim tape, cassettes, rotors, axles, magnets, sensors).

• Packaging: use the original packaging or equivalent protective packaging.

4. Non‑conforming or defective products

If your product shows a lack of conformity or a manufacturing defect, please contact us. You benefit from the statutory warranties detailed in §8. In this context:

• Transport covered: where a lack of conformity is confirmed, all costs (diagnosis, outbound/return shipping, parts and labour) are covered.

• Remedy: repair or replacement within a reasonable time (no later than 30 days), without major inconvenience. Failing that, you may obtain a price reduction or rescission with refund.

• Extension after repair/replacement: statutory periods are suspended while the product is immobilised; a 6‑month extension applies after repair. If the seller opts for replacement where you requested repair, a new 2‑year period runs for the replaced item.

5. Serra Bike commercial warranty – 3 years

In addition to statutory rights, Serra Bike grants a 3‑year commercial warranty covering materials, manufacturing and build defects on Serra Bike wheels and components used within their intended field of use.

• Coverage: repair or replacement of the defective wheel/rim/hub.

• Costs: parts, labour and both‑way shipping covered when the defect is confirmed.

• Exclusions: normal wear (bearings, CRL, spoke tension loss through use), corrosion due to improper maintenance, improper assembly, structural modification, use outside the intended field (e.g., incompatible tyre/pressure, improperly torqued rotor), damage resulting from a crash (covered by the Crash Replacement programme below).

• Beneficiary: original purchaser with proof of purchase.

• Territory: France.

• Add‑on nature: this commercial warranty adds to the statutory warranties, which continue to apply.

6. 5‑Year Crash Replacement programme

If your wheels are damaged due to a crash or accident while riding (and the damage is not covered by statutory warranties), we will help:

• Years 0–2: free rim replacement + labour free of charge. Customer pays shipping to our workshop; return shipping at our expense.

• Years 3–5: 40% off the rim or the complete wheel (your choice) + labour free of charge. Return shipping at our expense.

• Limit: 1 incident per wheel per 24‑month period.

• Conditions: damage occurred while riding, within the intended field of use, with photos, serial number and description of the circumstances. Exclusions: fire, theft, gross negligence, improper transport, competition if prohibited for the model, use outside the intended field.

• Beneficiary: registered original purchaser (registration within 30 days recommended).

7. Practical return steps

1. Contact: e‑mail contact@serra-bike.com, stating the purpose (withdrawal, Ride & Return, warranty, crash), order number and collection address.

2. RMA & label: we will send you a return authorisation number and a prepaid label.

3. Shipping deadline: ship your parcel within 7 days of receiving the label (and no later than 14 days after withdrawal).

4. Packaging: original packaging or equivalent, providing effective protection.

5. Proof of shipment: keep the receipt.

6. Inspection & refund: inspection within 3 to 5 business days; refund within 14 days maximum from your notification (which may be deferred until receipt or proof of shipment). Any Ride & Return deduction (days 15–30) is applied according to §3.2 and communicated by e‑mail prior to refund.

8. Your statutory warranties (reminder)

You benefit from the legal guarantee of conformity for 2 years from delivery of the goods. Defects appearing within this period are presumed to have existed at the time of delivery, unless proved otherwise; for second‑hand goods, the presumption applies for 12 months. You are entitled to bring the goods into conformity free of charge (repair or replacement) within a reasonable time and without major inconvenience; otherwise, you may obtain a price reduction or rescission with refund. Transport, parts and labour costs are covered.
Separately, you may take action under the warranty against hidden defects (articles 1641 et seq. of the French Civil Code).

9. Custom products

The right of withdrawal and the 30‑Day Ride & Return policy do not apply to clearly personalised products (e.g., specific graphics, engraving, non‑standard drilling/build, off‑catalogue technical requests). Such products remain covered by the statutory warranties and, where applicable, by the commercial warranty.

10. Transport damage – Reservations

Upon delivery, please check the condition of the parcel and its contents. In the event of damage or partial loss:

• make precise, reasoned reservations on the delivery note;

• confirm them to the carrier by registered letter within 3 days (excluding public holidays).

If the carrier did not allow you to check the parcel on delivery, you have 10 days to notify defects. Keep photos and packaging.

11. Consumer mediation

French law requires every trader to provide consumers with access to a consumer mediation scheme and to publish the mediator’s contact details. Serra Bike is currently finalising its membership; this section will be updated with the competent mediator (name, postal address, website) before publication.

In the meantime, for any complaint, please write to contact@serra-bike.com. After a written complaint remains unresolved, you may refer the matter to the designated mediator (within 1 year from your written complaint).

12. Online dispute resolution (EU)

The EU Online Dispute Resolution (ODR) platform has been closed since 20 July 2025. For information on avenues of redress and competent bodies, please refer to the European Commission’s page “Consumer redress in the EU.”

13. Model withdrawal form

(Please complete and return this form only if you wish to withdraw from the contract.)

To Serra Bike – Returns, 1 rue Claude Bernard, 78310 Maurepas, France – contact@serra-bike.com:

I/We () hereby give notice that I/We () withdraw from my/our () contract for the sale of the following good(s) ()/for the provision of the following service (*):

• Ordered on () / Received on (): …

• Name of consumer(s): …

• Address of consumer(s): …

• Order number: …

• Signature of consumer(s) (only if this form is notified on paper): …

• Date: …

(*) Delete as appropriate.

Useful notes

• One Ride & Return per customer per calendar year.

• All deadlines are expressed in calendar days, unless stated otherwise.