Returns and Exchanges
This policy explains how returns, exchanges, cancellations, shipping damage and warranty assessments are handled for robotics products sold by Robots USA. Robotic systems are technically complex products, so return and inspection processes are assessed carefully, on the record, and on a product-by-product basis.
General principle
Many robotics products are special-order items, technically sensitive systems or project-specific solutions. Returns are therefore not automatic and must always be reviewed and approved in writing in advance. The governing terms are the specific quotation, the order confirmation, the condition of the product, the delivery terms, applicable law and any manufacturer conditions.
Opened, used, configured, damaged or custom-procured products may be excluded from return or exchange. Software licenses, digital access, batteries, spare parts and hygiene-related products may be subject to additional restrictions.
Check before you buy
Before placing an order, customers should review product data, scope of delivery, accessories, compatibility, operating environment, dimensions, runtime, payload, software access, safety requirements and local regulations. If anything is unclear, please request a consultation before purchase.
Careful pre-purchase review matters most for humanoid robots, quadrupeds, mobile platforms, robotic arms, specialist accessories, and any system with batteries or cloud-connected functions.
Shipping damage and visible defects
Deliveries should be inspected immediately on arrival. Visible damage to packaging or product must be documented. Photographs, video, serial numbers, delivery receipts and a precise description all assist the assessment. The sooner damage is reported, the more effectively the carrier, manufacturer or insurer can be involved.
Reporting damage does not in itself constitute approval of a return. We first establish whether the issue is shipping damage, a manufacturing fault, an operating error, a configuration problem or something else.
Warranty and service assessment
Warranty and guarantee questions depend on the product, the manufacturer, the country, the type of use and the condition of the unit. An assessment may require the serial number, proof of purchase, a fault description, photographs, video, log files, the software version and details of the operating environment.
Claims may be limited in cases of drop damage, moisture, improper charging, unapproved modifications, operation outside specification, incorrect accessories, opened hardware or software tampering.
Rental equipment
Rental equipment is subject to additional rules covering rental term, return condition, accessories, packaging, transport, insurance, deposit and damage. Equipment must be returned complete, clean, securely packed and in the agreed condition. Missing parts, late returns or damage may incur costs.
Rental equipment may only be used within the agreed area of operation. Modifications, high-risk demonstrations, unapproved outdoor use or improper operation may be excluded.
Contacting us about a return or service request
Return, damage and service requests should include the order number, product name, serial number, delivery date, a description of the problem, and clear photographs or video. Please do not ship any product back without prior approval.
This page provides general guidance only. The binding terms are the specific written approval, the quotation, the order confirmation and your applicable statutory rights.
Frequently asked questions
Can I simply send a robot back?
No. Returns must be reviewed and approved in writing in advance. Robotics products may be special-order or configured systems.
What should I do about shipping damage?
Document the packaging and the product immediately with photographs or video, and report the damage with your order number and serial number.
Are rental units handled differently?
Yes. Rental equipment is subject to additional terms covering rental term, accessories, condition, transport, damage and return deadlines.
What documentation helps with an assessment?
The order number, product name, serial number, delivery date, fault description, photographs, video, log files and details of how the unit was used.
