Refund policy
At Robotix Market, we sell specialist, high-value robotics equipment. Outside the statutory withdrawal right described immediately below, our returns policy is limited to items that arrive damaged or defective. This policy applies alongside any mandatory consumer-protection rights you have where you live — those statutory rights are not affected by anything in this policy.
EU and UK consumers: your 14-day right of withdrawal
If you are a consumer (buying outside your trade, business, craft or profession) and you are resident in the European Union or the United Kingdom, you have the right to withdraw from a distance purchase within 14 days, without giving any reason. The period ends 14 days from the day on which you — or a third party other than the carrier, indicated by you — acquire physical possession of the goods. Where an order is delivered in several parts or as multiple items, the period runs from the day the last item is received.
To exercise it, tell us before the 14 days expire: email info@robotixmarket.co.uk with your order number and a clear statement that you are withdrawing from the contract. You may use the statutory model withdrawal form, but you are not required to.
After telling us, send the goods back without undue delay and in any event within 14 days of that notice. You bear the direct cost of returning the goods, which for large or heavy robotics equipment can be substantial. You are liable only for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.
We will reimburse all payments received from you, including the standard delivery cost, without undue delay and no later than 14 days from the day we are informed of your decision. We may withhold reimbursement until we have received the goods back, or until you supply evidence of having sent them back, whichever is earlier.
Lawful exceptions. As permitted by law, the right of withdrawal does not apply to goods made to your specifications or clearly personalised (for example custom-configured or specially imported units), to sealed goods that are not suitable for return once unsealed for health or hygiene reasons, or to sealed software, firmware or activation codes that you have unsealed or redeemed.
Business purchases. Where you buy in the course of a business, trade or profession, the statutory right of withdrawal does not apply, and the damaged-or-defective terms below govern your purchase.
Returns for damaged or defective items
Separately from the withdrawal right above, we accept a return and issue a refund or replacement where a product:
- arrives physically damaged in transit; or
- is defective or dead on arrival, or develops a verified manufacturing fault covered by the manufacturer's warranty.
Outside the statutory withdrawal right, we do not accept returns for change of mind, buyer's remorse, incorrect ordering, or for items that have been used, paired, registered, configured, or operated beyond a reasonable initial inspection.
Damaged packaging on delivery
Please check the parcel before you take it. If the outer packaging is visibly damaged when the courier attempts delivery, do not accept the order — refuse the delivery, ask the courier to record the damage, and contact us so we can arrange a replacement. If a visibly damaged parcel is accepted, photograph it before opening and report it to us within 48 hours; damage reported after a parcel has been signed for as received in good condition may not be eligible.
Reporting a damaged or defective item
Please inspect your order on delivery. To make a claim, email info@robotixmarket.co.uk within 48 hours of delivery with your order number, a description of the fault, and clear photos or video showing the damage or defect. Claims made after this window are handled under the manufacturer's warranty instead.
Condition of an approved return
Approved items must be returned complete — with all accessories, cables, controllers, chargers, manuals, and original packaging — in the condition received, except where the item is faulty.
Warranty
Products are covered by the manufacturer's warranty. Faults reported after the 48-hour delivery-inspection window are processed through the manufacturer's warranty service.
EU and UK consumers — legal guarantee of conformity. In addition to the manufacturer's warranty, and independently of it, you benefit from a statutory legal guarantee that the goods conform to the contract. Where you are a consumer resident in the European Union or the United Kingdom, we are liable for any lack of conformity that exists at the time of delivery and becomes apparent within the period provided by your national law — at least two years from delivery, and longer in countries that provide a longer period (for example three years in Spain and Portugal). You may seek repair, replacement, a proportionate price reduction or a refund in accordance with the applicable law. The 48-hour reporting window above applies to transit damage claims only; it does not limit this statutory guarantee, and it does not apply to faults that could not reasonably have been detected on delivery.
Refunds
Where a return is approved, the refund is issued to the original payment method once the item is received and inspected, typically within a few business days. Return shipping for a verified damage or defect claim is arranged with our team; the customer is responsible for return shipping on a statutory withdrawal and on any claim that is not a verified defect or damage.
Your statutory rights
Nothing in this policy limits any mandatory consumer-protection rights that apply to you by law. Where such rights apply, they operate in addition to this policy.
To start a claim or withdraw from a purchase, email info@robotixmarket.co.uk with your order number.