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Refund and Replacement Policy
We care about our customers and are here to support you with your new purchase. However, due to the technical nature of our products, Oz Robotics accepts returns only on a very limited basis, except for manufacturing defects. *If your order is eligible for a full or partial refund, we cannot refund your Tariff and PayPal/Stripe processing fees because Stripe/PayPal and Customs Office do not refund their fees, regardless of the reason for your order cancellation or refund request. Please shop accordingly.
Refund Process: Please review the notes in the footer of your order notification email and the attached PDF invoice.
- Under our Refund Policy, if a refund is accepted, you will be asked to take clear photos or record a video of the item from the front, back, top, and bottom, and email them to us for review before we can proceed with the refund.
- After emailed images are reviewed in accordance with our Refund Policy, if a refund is accepted, you will be asked to ship the unit in its original box or package it for return to the address provided.
- You will be responsible for return shipping unless a return shipping label is provided.
- Once the package is received at the warehouse and a physical damage assessment is conducted, we will issue a 30% refund via PayPal or Stripe to the card used for the purchase.
5 HOURS: Mistakes happen when ordering, so you have 5 hours to request a cancellation. However, please note that we cannot refund PayPal or Stripe processing fees, as they are non-refundable. Unfortunately, after 5 hours, your item(s) have either been shipped, are being prepared for shipment, or are currently being custom-made. Therefore, we will not process your cancellation request after this period has passed.
ALL SALES ARE FINAL: After 5 hours, we cannot cancel your order or issue a refund because order cancellations incur multiple transaction processing fees from Stripe and PayPal, additional shipping fees, and reverse tariff payments, which are costly and time-consuming. For technical issues, we will be happy to assist you in resolving problems and provide a replacement if you can prove that the product has a manufacturing defect.
TARIFF: Check the “Ships From:” label on the product page to see which country we will ship this product from. Click the Tariff and Delivery tabs to read the details. The total of your order does not include the tariff. As the buyer, you are responsible for paying the tariff before the delivery. We will not issue a refund if you do not pay the tariff. The shipping company will contact you by phone, text, or email to arrange payment of the tariff. Please check your inbox spam folder.
TARIFF vs. SHIPPING FEE: Please don’t confuse the Shipping Fee with the Tariff, because they are two separate charges. You pay us a shipping fee for the carrier to deliver your order to your door. You pay the tariff to the customs office, a branch of your government, as an import tax.
PAYPAL or STRIPE SERVICE FEES: PayPal and Stripe do not offer a refund for the payment processing service fees they charge when you purchase a product. Therefore, if you change your mind and request a refund after placing an order, we will deduct the service fee for the payment method used (PayPal or Stripe). If you have any questions about this, please contact PayPal or Stripe directly.
Wrong Shipping Addresses: Mistakes do happen, and if you entered the incorrect shipping address during checkout and your parcel is returned to us, we will deduct both the sending and returning shipping fees, along with the PayPal or Stripe payment processing service fees, and maybe a tariff, because none of these service fees are refundable by those entities.
Shipping Fees and Non-Refundable: We will not cover return shipping fees unless we identify a manufacturing defect based on photos or a video showing a defective part of your purchased product. According to our policy, the shipping cost will be deducted from the buyer’s payment, as it is paid to the shipping carrier. Our vendors do not retain the shipping fee you paid; therefore, it is non-refundable unless the product is determined to have a manufacturing defect.
Asking for a Refund After Shipment: Suppose you want to return an unused or unopened product after the shipment for any reason other than a defect. After our team reviews it, we will charge a 30% restocking and administration fee on the item’s cost. This fee includes PayPal or Stripe processing fees, shipping and return labels, additional hours of work, preparing the product for restocking, and other tasks that require further staff effort.
Time of Delivery: The buyer is responsible for ensuring someone is at the shipping address to receive, accept, and sign the delivery papers. If no one is available at your delivery address and the product is returned to us, additional shipping fees may apply to re-ship it.
7-Day Return and Refund Policy: Returns are accepted only for electronic devices with severe, irreversible quality defects. The buyer/customer must apply for a return or exchange within 7 days of delivery. We will not accept product returns or exchanges after 7 days. This is not negotiable.
Proof of the Defect: Before requesting a refund or replacement, please email us at support@ozrobotics.com with supporting images or videos that demonstrate the defect so our manufacturer and we can evaluate the issue. We may not accept your refund or replacement request otherwise.
The product must be in its Original Condition. Before we issue a return shipping label, please email us supporting images or videos to facilitate our evaluation. In addition, the product must be in its original condition, with no damage, scratches, dirt, or other defects, so we can determine whether a full or partial refund or a replacement is applicable. Please keep the original receipt.
How to Return: Once your return is approved, ship the defective item to the return address provided. Please ship the product in its original packaging, including all accessories and additional parts. Include a signed letter in your package stating the reason for your return, along with the original receipt and any supporting documentation, such as proof of defect, images, or a video. This will help us speed up the process on your behalf. If the Required Parts are not returned, they will be billed for or shipped later. Once all items are received, we will test the returned product for defects.
Return Address: Please do not return the product to our New York office. For any replacement or refund, please email us at support@ozrobotics.com first so we can provide the necessary steps. We will not accept shipments to our New York office.
Shipping Costs: When returning an item, the purchaser (customer/buyer) is responsible for shipping costs. However, upon receiving the returned order, we will assess the product. Suppose it is determined that there is, in fact, a manufacturing defect. In that case, we will refund the shipping costs and either repair or replace the product, or refund the total amount to the purchaser, if the product is not repairable.
Inspection: Once your return is received, inspected, and approved, a refund will be processed and credited to the original credit card used for payment within 24-48 hours. Depending on the bank and credit card company, it may take at least five business days (depending on the bank and credit card company) before your refund is officially posted in your bank account and statements. Please contact us if you have not received your refund within five business days.
Restocking Fee: Please note that if you are returning a product for any reason after opening and using it other than a defect, we charge an 80% restocking fee + return shipping costs, PayPal/Stripe service fees (they are non-refundable by PayPal/Stripe), additional hours of work, and prepare the product for restocking or refurbishing, if applicable; all these require further work by our staff. If you have opened the box, this product is nonreturnable; therefore, we cannot resell it.
Exchange or Return Policy: If you have purchased the wrong product(s) or are experiencing irreversible quality defects or similar issues, you can request a refund. However, the buyer/customer must pay 80% of the restoration fee, which includes return shipping costs. If the product you purchased is defective, please email us at support@ozrobotics.com with photos or a video of the faulty parts so we can evaluate the issue before returning the product.
Validation of Billing and Shipping Addresses: If your billing and shipping addresses differ, we may request that you verify both before processing your order. This will protect our customers from fraudulent purchases.
Some items are ineligible for return, including
- Opened software*
- Electronic Software Downloads
- Software Up-to-Date Program Products (software upgrades)
- Oz Robotics Online Gift Cards
- You can return the software, provided it has not been installed on any computer. Software with a printed license may not be returned if the seal or sticker on the software media packaging is broken or missing.*
Please read our Order Cancellation Policy.
