Refund and Returns Policy

This page provides an overview of the return, withdrawal, refund, and warranty policies set out in our Terms and Conditions. If there is any discrepancy, the full Terms and Conditions take precedence.

Right of Withdrawal (Consumers)

Consumers are entitled to cancel a remote purchase without giving a reason within fourteen (14) days from the date the product is received, as provided by the Slovenian Consumer Protection Act (ZVPot-1).

Please notify us of your decision to withdraw within this period by emailing [email protected].
Return the products within fourteen (14) days after submitting your withdrawal notice.
We will issue a refund for the purchase price within fourteen (14) days after we receive the returned products.
The consumer is responsible for the cost of return shipping; these expenses are not reimbursed.
If the returned products are damaged or show wear beyond what is necessary to assess their nature, features, and operation, the consumer will be liable for any resulting decrease in value.

Withdrawal from the contract is not permitted for:

goods or services whose price is subject to market fluctuations beyond our control that may occur during the withdrawal period;
goods produced according to the consumer’s specific instructions and customized to their individual requirements;
goods that, by their nature, cannot be returned, are perishable, or have a short shelf life;
services that have been fully performed, if the service began with the consumer’s explicit prior consent and acknowledgment that the right of withdrawal is lost once the contract is fully carried out;
sealed specialty products if the safety seal has been broken after delivery;
sealed goods that are not suitable for return for health or hygiene reasons, if the seal has been broken or the packaging opened or damaged after delivery;
goods that are, by their nature, inseparably combined with other items;
digital content not supplied on a physical data carrier, if the supply began with the consumer’s explicit prior consent;
goods specifically ordered for the buyer.

Returns and Product Complaints

Returns and complaints must be initiated through our complaint process (see below). We do not accept returns of products without prior approval through the complaint process.
An invoice must be provided with every return — we cannot process a complaint without it.
The buyer is responsible for all costs related to returning products, including any extra charges incurred during shipping (such as customs duties and other fees).
We do not accept shipments sent with cash on delivery.
If a product is not returned in its original packaging, up to 70 % of the product price will be refunded at most.
For returns of products that are not defective, a restocking fee of 20 % of the product price applies, with a minimum of EUR 99.00. This fee covers inspection, functional testing, and preparing the returned machine for resale. No restocking fee is charged if the product is returned due to being defective, damaged in transit, or not matching the order.
Business buyers (non-consumers) may return a non-defective product within three (3) days of delivery, with prior approval through the complaint process. The statutory 14-day right of withdrawal applies only to consumers.

Send products subject to a complaint, with the necessary documentation, to:

Robomatis – Intereuropa
Otiški Vrh 25a
2373 Šentjanž pri Dravogradu, Slovenia
(Return of an online order)

or deliver them in person to one of our pickup locations.

Refunds

Refunds will be processed using the same payment method as the original transaction, unless otherwise expressly agreed.
We may withhold the refund until we have received the returned products, or until we receive suitable proof that they have been shipped.
If we choose to replace and/or repair the products, we will deliver them as agreed and cover the delivery costs for these products.
Products that are damaged due to improper packaging during return shipping will be sent back to the buyer without repair or replacement.

Warranty

Products that come with a warranty are specified on the invoice or on the warranty certificate. The warranty remains valid for one (1) year, provided that all instructions and conditions stated in the warranty certificate are followed.
You may submit a warranty claim either through us or directly with the manufacturer of the product.
If a defect occurs, you may first request a repair. Should the defect not be resolved within one hundred (100) days after your request and the product have been received (this period may be extended by up to one hundred (100) additional days for complex items), you are entitled to receive a new, defect-free product at no extra charge, or to a full or proportionately reduced refund of the purchase price.
The warranty is valid only for new products, and for spare parts only if they are installed by Robomatis d.o.o. or an authorized technician.
The buyer is responsible for arranging and paying for shipping costs for the product under warranty, both to and from us. The product may only be sent for inspection after we have requested it.
The warranty does not apply to defects caused by improper use, misuse, external factors, unauthorized repairs, or normal wear and tear; consumable items and (rechargeable) batteries are also excluded from coverage.

Guarantee of conformity (consumers)

Consumers may make a claim under the guarantee of conformity by notifying us of any non-conformity within two (2) months from the date it was discovered, clearly describing the non-conformity and allowing us to inspect the product.

Complaint procedure

Please send your complaint to [email protected] and include your order or invoice number, a detailed explanation of the issue, any relevant supporting evidence, and a copy of your invoice as proof of purchase. All complaint procedures are handled confidentially.

We will reply to your complaint within eight (8) days after we receive it.

Out-of-court resolution of consumer disputes

We do not acknowledge any provider of out-of-court consumer dispute resolution as competent. The European online dispute resolution platform can be accessed at ec.europa.eu/consumers/odr.

Need help?

If you have any questions about returns, withdrawals, or refunds, please contact us at [email protected].