Warranty, Returns, and Customer Relationships
Madrone is here to ensure you have the best possible experience with our products and tools. We are always interested in hearing your feedback because it helps us improve the experience for all customers.
Approach to Customer Relationships
We view each customer interaction as an opportunity to build a 2-way relationship. Unlike bigger companies like REI or Amazon, we do not offer totally free, no-questions-asked return policies. Mainly, we are too small to do this, but we also believe these types of policies encourage over-consumption and customer/company relationships that lack trust.
Our aim is to help you make an informed purchase by providing the most useful, objective, and detailed information. This starts with pages like Deciding to Rebuild, includes lots of helpful videos and pages in our Support Center, and even includes guidance on how to address known issues.
Our goal is for Madrone products to improve your cycling experience, but if something doesn't work out for you in any way, we are here to support you. That support can take different forms, and often times involves going above and beyond to ensure you are stoked.
Warranty
Our goal is to make sure the performance of your derailleur has you stoked. Our components have a 1 year warranty against manufacturing defects, damaged parts from manufacturing or shipping, missing parts, premature wear out, and things of this nature. Failures or wear-out from use with unclear use-cases cannot be warrantied.
Jab Derailleur
We have worked tirelessly to develop and test the Jab for over over a year to ensure it shifts precisely and is built to last. With that said, it is a new product and we understand that people may hesitate before buying, and also that no new product is immune from issues. For these reasons, we offer returns after purchase and installation and light use (see below), as well as free replacement parts for any parts that have design or quality oversights. In short, if you buy a Jab, we will ensure you are stoked about the outcome.
Troubles During Rebuilds
SRAM rebuilds are challenging, and in some cases they can present roadblocks. If this happens, we recommend to start with the Support Center where we have a lot of helpful tips and tricks. You can also contact us and we will help you assess the situation and determine what to do. Occasionally, customers who attempt to rebuild on their own end up deciding to send it in for the Professional Mail-In Rebuild Service. When this happens, we ensure that the rebuilt derailleur works great, and that you don't end up over-paying for shipping and items you don't end up using.
3D Printed Tools
Our 3D printed tools are intended for infrequent use at home. If used properly, they will hold up through many rebuilds (more than a single person would ever need). But, we understand that tools can sometimes be subjected to unusual use and extreme forces, and that 3D printing material might not hold up in these cases.
If you have an issue with a 3D printed tool (cracks, breaks, bends, deforms) while you are using it, please contact us and we will ship you a new one free of charge, no questions asked.
Shifting Issues
If your new or rebuilt derailleur doesn't shift to your expectations, we understand that these mechanisms can sometimes be fussy, and we will make sure you are setup right. Please check out our Support Center pages and videos for tons of helpful tips. If your problem is not solved there, please contact us. We are committed to making sure your derailleur is working awesome!
Crash Replacement
We do not have a crash replacement policy.
Shipping Issues
Sometimes shipments get lost or delayed. This is more likely to happen with shipments that go outside the United States, where the shipments need to go through customs, and often transfer to different carriers after crossing borders. If you have questions on your shipment, we recommend to start by using the tracking information from your order. You can also read more about shipping here, and if there are still issues, you can contact us and we will help. If the worst case scenario happens and your shipment never arrives, do not worry, we have you covered.
Returns, Refunds, and Exchanges
We do not cover return shipping costs. If some parts are lightly used, damaged, blemished, or missing, we can do a partial refund, assessed when we get it back. Product packaging damage will not cause any issues with a refund. Here is how the process works:
- Make sure the product is new, un-damaged, and all parts are present (as much as possible).
- Contact us here and let us know whether you'd like a refund or exchange.
- We will email you a shipping label.
- Ship the product product back to us.
- Once we receive it, we will process a refund or exchange, minus shipping costs and costs for any damaged or missing parts.