Warranty Policy
Part 1: Warranty Policy
What We Will Do
Robosen will attempt to diagnose and solve your problems via email, live chat, or other means. Robosen may instruct you to download and install specific software updates. If your problem cannot be resolved with an application software update, you may be asked to deliver the product to Robosen for further inspection. Robosen will troubleshoot your returned products. If the detected faults comply with any of the terms or conditions under Robosen's after-sales policy, Robosen will provide a refund, replacement, or repair service and may require you to pay for shipping. If Robosen determines that the fault or defect is not covered by Robosen's after-sales policy, you will need to apply for a customer-paid repair service. Robosen will not start the repair without your consent. If you do not agree to the repair quotation, Robosen will return your product, and you may need to pay for the return shipping costs according to Robosen after-sales policy in your area.
The repair or replacement of a defective product during the warranty period will not be charged to the consumer (for parts, labor, or otherwise). All defective products, parts, or equipment shall become the property of Robosen.
The warranty period starts from the day you receive the goods. If you cannot provide an invoice or other valid proof of purchase, the warranty period will start from 90 calendar days after the shipping date that shows on the product.
Conditions Not Covered in the Repair Service
- Cannot provide valid proof of purchase, receipt, or invoice, or if it is reasonably believed that it has been forged or tampered with.
- After appropriate tests, the product is found to be free of defects.
- Any fault or damage of the product due to unauthorized use or modification, such as improper installation or operation.
- Product labels and serial numbers are tampered with or altered.
- Damage caused by external factors beyond control, including fire, flood, wind, or lightning strikes.
- The product has not been sent back to Robosen within 7 calendar days after the repair confirmation.
- Damage caused by self-repair without official guidance.
- The storage environment is damp, resulting in water intake and mold on the internal plates of the machine.
- Normal wear and tear of the equipment or normal aging of equipment; scratches or damage to plastic surfaces and any other externally exposed parts as a result of normal use.
- Use outside of the permitted use according to the user manual of the Product.
Warranty Period of Main Components
| Product | Main Components | Warranty Period |
|---|---|---|
| Robosen Elite/Flagship Optimus Prime | Servo Motor, Joint Cable, Main Controller, Voice Module, Charger, USB Cable, SD card | 24 Months |
| Battery | 12 Months | |
| Robosen Flagship Optimus Prime Trailer Kit | Servo Motor, Joint Cable, Main Controller, Voice Module, Roller, Charger, USB Cable | 24 Months |
| Battery | 12 Months | |
| Robosen K1/K1 Pro Interstellar Scout | Servo Motor, Joint Cable, Main Controller, Voice Module, Charger, USB Cable | 24 Months |
| Battery | 12 Months | |
| Robosen Performance Bumblebee G1 Edition | Servo Motor, Joint Cable, Main Controller, Voice Module, Charger, USB Cable | 24 Months |
| Battery | 12 Months | |
| Robosen Optimus Prime Rise of the Beasts Signature Robot | Servo Motor, Joint Cable, Main Controller, Voice Module, Charger, USB Cable | 24 Months |
| Battery | 12 Months | |
| AI Base/AI Base Lite | Main Controller, WIFI Module, Charger | 24 Months |
| Robosen Grimlock G1 Flagship Robot | Servo Motor, Joint Cable, Main Controller, Voice Module, Charger, USB Cable | 24 Months |
| Battery | 12 Months | |
| Robosen Megatron G1 Flagship Robot | Servo Motor, Joint Cable, Main Controller, Voice Module, Charger, USB Cable | 24 Months |
| Battery | 12 Months | |
| Robosen Buzz Lightyear Robot | Servo Motor, Joint Cable, Main Controller, Voice Module, Charger, USB Cable | 24 Months |
| Battery | 12 Months |
Part 2: Return & Replacement Policy
Return Service
- Within 14 calendar days after receiving the product if the product has no manufacturing defect and is still in new condition.
- Within 14 calendar days after receiving the product if the product has a manufacturing defect.
- The item must be returned to us in original condition in original packaging with all components, accessories, internal packaging, documents, etc.
Return Shipping
Once your return or refund application is approved by Robosen, Robosen will provide a free return label for you to return the product to the designated Robosen Service Center.
Replacement Service
- Within 30 calendar days after receiving the product if it sustained substantial damage in transit, and damage proof issued by the carrier can be provided to Robosen.
- Within 30 calendar days after receiving the product if the product does not match the original description in one or more significant aspects.
- Within 30 calendar days after receiving the product if the product suffers performance problems.
Robosen shall be responsible for the two-way replacement freight for any products sent in for replacement due to performance faults.
Conditions Not Covered in Return & Replacement Service
- Request for return service exceeds more than 14 calendar days after receiving the product, and request for replacement service exceeds 30 calendar days after receiving the product.
- Cannot provide legal proof of purchase, receipt, or invoice, or if it is reasonably believed that it has been forged or tampered with.
- The products sent to Robosen for replacement do not include all original accessories and packaging, or contain items damaged due to man-made reasons.
- After appropriate tests, the products were found to be free of defects.
- Any fault or damage of the product due to unauthorized use or modification, such as improper installation or operation.
- Product labels and serial numbers are tampered with or altered.
- Damage caused by external factors beyond control, including fire, flood, wind, or lightning strike.
- The product has not been sent back to Robosen within 14 calendar days after the return or replacement confirmation.
- Certificate of damage in transit issued by the carrier cannot be provided.
- Damage caused by self-repair without official guidance.
- The storage environment is damp, resulting in water intake and mold on the internal plates of the machine.
- Artificial damage caused by improper storage.
Part 3: Other Information
- If the problem is not covered in the warranty scope (such as man-made damage to the machine, over warranty), we will charge the corresponding maintenance fee, time fee, and express fee according to the specific problem.
- Robosen does not provide global warranty service, and there may be no after-sales service center authorized by Robosen in some countries or regions. Customers can only obtain warranty service in the designated Robosen service center within the purchase area. If cross-regional maintenance or return or replacement is required, you need to pay the express fee and other expenses that may occur.
- In order to protect your legitimate rights and interests, please check whether the product is in good condition when you sign for it (check whether there is damage in the process of transportation). If the product is defective, please report it to us within 7 calendar days after signing for it; otherwise, you will be deemed to have signed that the product is complete and fully functional.
- When an after-sales service involves the replacement of a product or part, the replaced product or part becomes Robosen’s property and the replacement product or part becomes your property. Only unaltered Robosen products and parts are eligible for replacement.
- The warranty in respect of a repaired product or the replaced part will continue to enjoy the remaining warranty period or for three months from the date of repair, whichever is longer.