Parts, warranty & returns
Discuss remote troubleshooting, replacement parts and order-specific warranty arrangements.
Contact Serena with the model, order reference and a description or video of the issue. Stop using equipment that may be unsafe.
Remote troubleshooting, video guidance and parts coordination are available. Warranty is 12 months from B/L date. A 24/7 service channel and 48-hour engineering response are available. Coverage and parts freight are specified in the order.
Contact us before returning equipment. Return eligibility, transport and any charges require agreement; no universal free-return promise applies.
Sales & service terms
- Stocked standard equipment
- Stocked standard equipment: next-day dispatch target (eligible stock items)
- Custom orders
- Custom orders: 15–30 working days ex-works readiness
- Spare parts
- Stocked spare parts: within 48 hours
- Warranty
- Warranty: 12 months from B/L date
- Support
- Support: 24/7 service channel, 48-hour engineering response
- Trade terms
- Trade terms: FOB Tianjin / CIF / DDP on request
- Payment
- Payment: 30% T/T deposit, balance before shipment
Dispatch and ex-works readiness are not arrival dates. Availability, configuration, destination and agreed order terms apply. A 24/7 service channel does not mean instant engineering support.