Return Policy

RETURN POLICY

Items sold by Robosen Robotics Inc. ("Robosen") in new condition and returned within 30 days will receive a refund or exchange. You will be responsible for the return shipping costs. We cannot accept for return or replacement any item that has been opened unless it arrived in damaged condition or is defective. 

Returns are subject to restocking fees of 15%-30% of the purchase price. Robosen may assess the restocking fee against the customer’s account or deduct the fee from the refund amount on all returns, subject to the Return Policy and any product-specific policy. Robosen reserves the right to adjust the value of any item returned for a refund to reflect its current market price, in which case the restocking fee will be applied after this adjustment.

Robosen does not charge for restocking fees for returns of defective products, or if you received the wrong product, products damaged during shipment, or if the product did not match what was shown on the Site, provided the item is returned within its return policy period and in accordance with the Return Policy.

In the event a product is returned that is not defective or an incorrect product or where the product does match what was shown on the Site, the product will either be returned to the customer or the return shipping cost initially covered by Robosen will instead be deducted from the refund amount along with any necessary restocking fee that may apply.

Replacements are subject to availability and will process as an even exchange. Refunds are issued to the original payment method.

Please email support@robosenrobotics.com if you have received a defective or damaged item.

Note: Refunds will normally go to the original form of payment.

RMA REQUEST

Please note that the place of purchase for your registered product must be from North America. If any returned product is determined to be not defective and does not require repair, Robosen Robotics reserves the right to bill for all shipping, handling, and processing costs for the return of the non-defective product.

Please kindly provide as much detail as possible regarding the situation with your product. Also, please note that you must register the product you wish to return before you may begin.

In order to request a Return Merchandise Authorization (RMA), you must:

Register your product

Review our warranty policy

Have contacted the vendor you purchased your product from in regards to product replacement.

Email support@robosen.com with the information below:

  • Full Name

  • Address

  • Email

  • Phone Number

  • Model Number

  • Serial Number

  • Place of Purchase

  • Detailed Description of Problem

  • Purchase Invoice / Receipt

RMA PROCESS

A Return Merchandise Authorization (RMA) allows customers to return defective products to Robosen Robotics Inc. ("Robosen") for a replacement as quickly as possible.

Free Robosen account membership and registration are required to contact customer service for troubleshooting and receive a support ticket for a RMA request.

The RMA requires that you are the original owner of the product and can provide proof of purchase in the form of an invoice or receipt.

After approval, you will be responsible for safely shipping the product to Robosen.

Upon receipt of your undamaged product, Robosen will process and ship a replacement to you within 10 business days (not including time in transit).

You will pay for all shipping and handling fees. Shipments from Robosen to you will be made via ground shipping; expedited shipping is available upon request. Robosen is not responsible for delays in delivery and does not guarantee any delivery dates.

Please note:

We will provide a replacement for the exact same model only, no upgrade options will be offered.

If there is no exact replacement available, we will offer credit for the RMA based on the following criteria:

UPC code has not been cut out from the original packaging.

Original packaging and all items must be returned in full with no missing parts, cables, or accessories.

Credit will be based on the current market price of the product.

PRODUCT REGISTRATION

Please register your product by providing the information below to support@robosen.com. Your product information will be saved and allow for fast and convenient customer support. Your serial number and model number (SKU) can be found on your product and packaging.

  • Full Name

  • Address

  • Email

  • Phone Number

  • Model Number

  • Serial Number

  • Purchase Invoice / Receipt

A Return Merchandise Authorization (RMA) allows customers to return defective products to Robosen Robotics Inc. ("Robosen") for a replacement as quickly as possible. 

Free Robosen account membership and registration are required to contact customer service for troubleshooting and receive a support ticket for a RMA request.

The RMA requires that you are the original owner of the product and can provide proof of purchase in the form of an invoice or receipt.

After approval, you will be responsible for safely shipping the product to Robosen.

Upon receipt of your undamaged product, Robosen will process and ship a replacement to you within 10 business days (not including time in transit).

You will pay for all shipping and handling fees. Shipments from Robosen to you will be made via ground shipping; expedited shipping is available upon request.  Robosen is not responsible for delays in delivery and does not guarantee any delivery dates.

Please note:

We will provide a replacement for the exact same model only, no upgrade options will be offered.

If there is no exact replacement available, we will offer credit for the RMA based on the following criteria:

- UPC code has not been cut out from the original packaging.

- Original packaging and all items must be returned in full. No missing parts, cables or accessories.

PRODUCT REGISTRATION

Please register your product by providing the information below to support@robosen.com. Your product information will be saved and allow for fast and convenient customer support. Your serial number and model number (SKU) can be found on your product and packaging.

  • Full Name

  • Address

  • Email

  • Phone Number

  • Model Number 

  • Serial Number

  • Purchase Invoice / Receipt