Refund and Returns Policy

This page summarizes the return, withdrawal, refund and warranty provisions of our Terms and Conditions. In case of any difference, the full Terms and Conditions prevail.

Right of withdrawal (consumers)

Consumers have the right to withdraw from a distance purchase without stating a reason within fourteen (14) days from the date of receiving the product, in accordance with the Slovenian Consumer Protection Act (ZVPot-1).

Notify us of the withdrawal within this period by email at support@robomatis.com.
Return the products within fourteen (14) days of submitting the withdrawal statement.
We will refund the purchase price within fourteen (14) days of receiving the returned products.
The consumer bears the cost of return shipping; these costs are not reimbursed.
If the returned products are damaged or worn beyond what is necessary to determine their nature, characteristics and functioning, the consumer is responsible for the resulting reduction in value.

Withdrawal from the contract is not possible for:

goods or services whose price depends on market fluctuations outside our influence that may occur within the withdrawal period;
goods manufactured according to the precise instructions of the consumer and tailored to their personal needs;
goods that, due to their nature, are not suitable for return, are perishable, or have a short expiration date;
services fully performed, if performance began with the consumer’s explicit prior consent and agreement that the right of withdrawal is lost once the contract is fully fulfilled;
sealed special products if the safety seal has been broken after delivery;
sealed goods 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 mixed with other items;
digital content not delivered on a tangible data carrier, if performance began with the consumer’s explicit prior consent;
goods explicitly ordered for the buyer.

Returns and product complaints

Returns and complaints are initiated through our complaint procedure (see below). We do not accept returns of products without prior approval through the complaint procedure.
The invoice must be presented with every return — a complaint cannot be processed without it.
The costs associated with the return of products, including any additional costs during transport (customs duties and other fees), are borne by the buyer.
We do not accept shipments with cash on delivery.
If a product is not returned in its original packaging, a maximum of 70 % of the price of that product will be refunded.
For the return of a product that is not defective, a restocking fee of 20 % of the product price applies, with a minimum of EUR 99.00. The fee covers inspection, functional testing and re-preparation of the returned machine for sale. No restocking fee is charged when the product is returned because it is defective, was damaged in transit or does not correspond to the order.
Buyers who are not consumers (business buyers) may return a product that is not defective within three (3) days of delivery, with prior approval through the complaint procedure. The statutory 14-day right of withdrawal applies to consumers only.

Send the products that are the subject of a complaint, with the appropriate annotations, to:

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

or deliver them personally to one of our pickup locations.

Refunds

Refunds are made using the same payment method used in the original transaction, unless explicitly agreed otherwise.
We may withhold the refund until we receive the returned products, or until appropriate proof is provided that they have been sent.
If we decide to replace and/or repair the products, we deliver them in the agreed manner and bear the delivery costs of these products.
Products damaged due to improper packaging upon return will be returned to the buyer without repair or replacement.

Warranty

Products for which a warranty has been issued are listed on the invoice or the warranty certificate. The warranty is valid for a period of one (1) year, subject to compliance with the instructions and conditions on the warranty certificate.
The warranty may be asserted with us or with the product manufacturer.
In the case of a defect, repair may be requested first. If the defects are not rectified within one hundred (100) days of receiving the request and the product (extendable by a maximum of one hundred (100) days for complex goods), the buyer is entitled to new and faultless goods at no additional cost, or a full or proportionately reduced refund of the purchase price.
The warranty applies only to new products, and to spare parts if installed by Robomatis d.o.o. or an authorized technician.
The buyer arranges and covers the delivery costs of the product under warranty, both ways. The product may be sent for inspection only after our request to do so.
The warranty does not cover defects resulting from improper use, misuse, external influences, unauthorized repairs, or normal wear and tear; consumables and (rechargeable) batteries are also not covered.

Guarantee of conformity (consumers)

Consumers may assert a claim based on the guarantee for the conformity of goods by notifying us of the non-conformity within two (2) months from the date the non-conformity was discovered, precisely specifying the non-conformity and allowing us to inspect the product.

Complaint procedure

Send your complaint to support@robomatis.com and include the order or invoice number, a detailed description of the irregularity, relevant evidence, and a copy of the invoice as proof of purchase. The complaint handling procedure is confidential.

We will respond to your complaint within eight (8) days of receiving it.

Out-of-court resolution of consumer disputes

We do not recognize any provider of out-of-court resolution of consumer disputes as competent. The European online dispute resolution platform is available at ec.europa.eu/consumers/odr.