Refund Policy - Robosen EU

We have a 14-day return policy, which means you have 14 calendar days after receiving your item to request a return, provided the product has no manufacturing defects and is in new condition, or if the product has a manufacturing defect.

Eligibility for Returns

To be eligible for a return, your item must be in its original condition, in its original packaging, with all components, accessories, internal packaging, and documents included. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at support@robosen.com. Please note that returns will need to be sent to the designated Robosen Service Center. If your return is accepted, we’ll send you a free return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return questions at support@robosen.com.

Damages and Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right. If the item has sustained substantial damage during transit, we may ask for a damage certificate issued by the carrier.

Exceptions / Non-returnable Items

Certain types of items cannot be returned, like custom products or items that have been modified or improperly used. We also cannot accept returns in the following situations:

The request for a return is made more than 14 days after receiving the product.
Proof of purchase cannot be provided or appears forged or tampered with.
The product sent back is missing original accessories, packaging, or has damage caused by man-made reasons.
The product is found to be free of defects after testing.
Damage is caused due to unauthorized use, modifications, improper installation, or improper operation.
Product labels or serial numbers are altered or tampered with.
External damage caused by factors beyond control, such as fire, flood, wind, or lightning.
The product is not sent back within 7 days after return or replacement confirmation.
A damage certificate for transit issues cannot be provided.
Damage caused by self-repair without official guidance.
Damage due to improper storage leading to damp conditions, water intake, or mold.

Replacement Service

We offer a replacement service within 15 calendar days after receiving the product in the following cases:

The product sustained substantial damage in transit, and damage proof issued by the carrier can be provided.
The product does not match the original description in one or more significant aspects.
The product suffers from performance problems.

Robosen will cover the two-way shipping costs for any products sent for replacement due to performance faults.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember that it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at support@robosen.com.