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Refund policy

Welcome to Robotopian.

Robotopian is committed to providing customers with high-value, professional-grade robotic equipment and related products. Because robotic products typically involve high unit value, precision components, strict transportation requirements, and limited resale eligibility once opened or used, this Policy clearly sets out the conditions governing returns, exchanges, and warranty-related services. Please read this Policy carefully before placing an order. By completing a purchase, you acknowledge that you have read, understood, and agreed to the terms of this Policy.

1. Return Policy


1.1 Return Request Window


Unless otherwise stated in this Policy, customers may submit a return request within 7 calendar days after confirmed delivery. Return requests submitted after this period will generally not be accepted.

1.2 Basic Conditions for an Eligible Return


A return may only be approved if all of the following conditions are satisfied:

  1. The product has not been used, powered on, activated, paired, or linked to any account.
  2. The product remains in brand-new, resalable condition.
  3. All original packaging, including inner and outer packaging, accessories, manuals, labels, and protective materials, is complete and intact.
  4. The product shows no scratches, stains, dents, modifications, disassembly, damage, or any other condition caused by the customer that would affect its resale value.
  5. The customer has obtained prior written return authorization from Robotopian.

If a product has been used, powered on, activated, installed, tested, linked to an account, had software downloaded or configured, or if its packaging is damaged or incomplete, Robotopian reserves the right to determine that the product no longer qualifies for return.

1.3 Non-Returnable Items and Situations


The following items and situations are generally not eligible for return:

  1. Pre-sale items, custom-made items, made-to-order items, and specially ordered items;
  2. Items clearly marked as Final Sale, Non-Returnable, Non-Exchangeable, Clearance, or Special Promotion;
  3. Items that have been powered on, activated, paired, configured, tested, or used;
  4. Opened items that cannot be restored to original factory condition for resale;
  5. Software, digital services, training services, installation services, and consulting services;
  6. Batteries, hazardous materials, and certain special accessories;
  7. Return requests based on non-defect reasons beyond the scope of this Policy, including accidental purchase, personal preference, change of mind, or unmet expectations;
  8. Any item returned without prior authorization.


1.4 Return Costs and Refund Scope


For returns approved by Robotopian, the following terms generally apply:
  1. A 20% restocking fee will be charged;
  2. Original shipping charges, expedited handling fees, delivery charges, installation fees, insurance fees, taxes, duties, customs clearance fees, and any other incurred service charges are non-refundable;
  3. The customer is responsible for all return shipping costs, shipping insurance, and any packaging reinforcement expenses;
  4. If inspection of the returned item shows that it does not meet the return conditions, Robotopian reserves the right to deny the refund or deduct additional applicable charges;
  5. Any refund amount will be determined based on the actual inspection results and will be issued to the original payment method, where applicable.


1.5 Return Procedure


To request a return, the customer must contact Robotopian customer support within the applicable return window and provide the following:
  • Order number;
  • Recipient name and contact information;
  • Product name and serial number, if applicable;
  • Reason for return;
  • Photos or videos showing the current condition of the product;
  • Clear photos of the outer carton, packaging, labels, and all included accessories.

Robotopian reserves the right to refuse any return shipment that has not been approved in writing and issued a return authorization in advance.

2.Delivery Issues and Shipping Damage


2.1 Inspection Upon Delivery


Customers should inspect the outer packaging promptly upon delivery for any visible damage, compression, water exposure, cracking, deformation, or other abnormalities.

For shipments delivered by freight, truck, LTL, or similar methods, if visible external damage is present, the customer should clearly note the damage on the delivery receipt, proof of delivery, or carrier paperwork, and retain photos and videos taken at the time of delivery.

2.2 Deadline to Report Damage, Missing Items, or Delivery Problems


If any of the following issues are discovered, the customer must contact Robotopian and submit supporting evidence within 24 hours after delivery:

  • Obvious damage to the outer carton;
  • Shipping damage to the product;
  • Missing parts or incorrect items;
  • Product arrives dead on arrival (DOA) or with obvious operational abnormalities.

The customer must provide:
  • Photos of the outer carton;
  • Unboxing photos or videos;
  • Photo of the shipping label;
  • Product photos and description of the issue;
  • Photo of the serial number, if applicable.

Failure to report within the required time, or failure to note visible carton damage upon delivery, may affect the outcome of any claim, replacement, reshipment, or other resolution.

2.3 Handling of Delivery Issues


If Robotopian verifies that the issue involves shipping damage, missing parts, or DOA, Robotopian may, depending on the circumstances, assist the customer by:
  • Assisting with a claim filed with the carrier;
  • Assisting in contacting the manufacturer to confirm a resolution;
  • Arranging shipment of missing parts within a reasonable scope;
  • Determining whether repair, replacement, or another remedy may be appropriate.


Any final resolution will depend on the available evidence, carrier rules, manufacturer determination, and inventory availability.

3. Warranty Policy


3.1 Warranty Responsibility


Unless expressly stated otherwise in writing by Robotopian, Robotopian is not the manufacturer of the products sold on this website. Any product quality assurance, limited warranty, and technical after-sales support for robots and their core components are generally provided by the original manufacturer or brand owner.

Robotopian’s role is primarily limited to:
  • Assisting customers in organizing issue-related information;
  • Assisting customers in establishing communication with the manufacturer;
  • Reasonably assisting in moving the warranty or repair process forward.

Robotopian does not provide any separate product warranty, performance warranty, or fitness-for-purpose warranty beyond what is offered by the manufacturer.

3.2 Warranty Period and Scope


The warranty period, covered components, warranty scope, repair method, replacement conditions, shipping responsibility, and spare parts availability are all subject to the official policy of the applicable manufacturer or brand.

Warranty terms may vary by product, brand, and production batch. Customers may contact Robotopian before or after purchase to inquire about the applicable manufacturer warranty policy for a specific product.

3.3 Robotopian’s Role in Warranty Cases


In warranty matters, Robotopian’s role is generally limited to coordination and assistance, including but not limited to:
  • Collecting initial fault descriptions and related materials;
  • Assisting in determining whether the manufacturer should be contacted;
  • Forwarding issue descriptions, videos, serial numbers, and similar materials;
  • Following up on the manufacturer’s handling progress.


However, the following matters are generally determined solely by the manufacturer, and Robotopian makes no guarantee regarding them:
  • Whether the issue is covered under warranty;
  • Whether the remedy will be repair, replacement parts, full unit replacement, or another solution;
  • Repair turnaround time and spare parts availability;
  • Whether the customer must ship the product to a designated location;
  • Whether inspection fees, labor charges, shipping charges, or other costs will apply.


3.4 Exclusions from Warranty Coverage


The following circumstances are generally not covered by warranty, or may void warranty eligibility:

  1. Improper use, misuse, accidental operation, dropping, collision, water damage, moisture exposure, contamination, overload, or similar causes;
  2. Failure to use, store, transport, or maintain the product in accordance with the instructions;
  3. Unauthorized disassembly, modification, repair, soldering, firmware flashing, upgrading, or replacement of components;
  4. Use of unapproved third-party accessories, chargers, batteries, software, or systems;
  5. Normal wear and tear, cosmetic aging, or consumable part depletion;
  6. Functional, compatibility, or user-experience changes caused by software, firmware, algorithm, AI model, or system updates;
  7. Missing, damaged, altered, or unreadable serial numbers, or inability to verify product origin;
  8. Products purchased through unauthorized channels or products for which proof of purchase cannot be provided;
  9. abnormal physical collisions, motor overload, or structural hardware damage caused by the user’s self-developed algorithms, reinforcement learning models, or third-party control scripts;
  10. Damage caused by force majeure or external events, including but not limited to fire, flood, lightning, abnormal voltage, or transportation accidents.

3.5 Warranty-Related Costs


Unless otherwise confirmed in writing by the manufacturer, the customer is generally responsible for the following costs incurred during the warranty process:
  • Shipping costs to the designated repair location;
  • Shipping insurance;
  • Duties, taxes, and customs clearance fees;
  • Packaging reinforcement costs;
  • Inspection fees, labor charges, and parts costs for issues found to be outside warranty coverage.


3.6 After-Sales Timing and Outcome


Robotopian does not guarantee any fixed turnaround time for after-sales service.

Because after-sales support for robotic products often involves fault diagnosis, remote troubleshooting, spare parts coordination, manufacturer confirmation, international transportation, and customs clearance, the actual handling time may be lengthy. Customers should understand and accept the complexity involved in servicing this type of specialized equipment.

4. Limitation of Liability


To the maximum extent permitted by applicable law, Robotopian shall not be liable for:
  1. Any downtime, interruption, or loss resulting from product malfunction, delayed delivery, repair waiting time, parts shortages, or system issues;
  2. Any indirect, incidental, special, punitive, or consequential damages;
  3. Any loss of profit, loss of revenue, loss of business opportunity, project delay, data loss, labor loss, or reputational harm;
  4. Any change in user experience resulting from manufacturer policy changes, software updates, firmware updates, or platform compatibility changes;
  5. Any loss caused by third parties, including carrier delay, lost shipment, physical damage in transit, or customs clearance delay.


Under no circumstances shall Robotopian’s total liability for any single order exceed the actual amount paid by the customer to Robotopian for the products in that order.

5. Customer Responsibilities


When purchasing, receiving, using products, or requesting after-sales support, the customer agrees to:
  1. Provide true, accurate, and complete order and contact information;
  2. Inspect the outer packaging and shipment condition promptly upon delivery;
  3. Retain the outer carton, internal packaging, cushioning materials, and related accessories as required;
  4. Use, install, and maintain the product properly in accordance with the manufacturer’s instructions;
  5. Provide complete and truthful photos, videos, serial numbers, order details, and any other required materials when requesting a return, claim, or warranty service.


If the customer refuses to cooperate in providing necessary information, Robotopian reserves the right to suspend or deny the related request.

6. Policy Interpretation and Updates


Robotopian reserves the right to modify, update, interpret, or revise this Policy based on business development, supplier policies, manufacturer requirements, logistics rules, and applicable law. The latest version published on Robotopian.com shall control.

7. Contact Information


If you have any questions about this Policy, or if you need to submit a return request, report a delivery issue, or request warranty assistance, please contact Robotopian through the following channels:

Email: support@robotopian.com
Website: Robotopian.com
Customer Support Hours: 9:00 AM – 10:00 PM, Monday through Saturday, PST


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