Refund and Replacement Policy: Thank you for taking the time to learn about Oz Robotics’ Refund and Replacement Policy. We care about our customers and are here to help with your newly purchased product if you need our support. However, due to the technical nature of our products, Oz Robotics accepts returns on a very minimal basis unless there is a manufacturing defect. We also adhere to the refund and replacement policies of our suppliers and manufacturers, as we do not manufacture these products ourselves. Please review the Supplier Policies on the product page before making a purchase, and let us know if you have any questions by emailing support@ozrobotics.com or using our Contact Us form.
* If your order is eligible for a full or partial refund, we cannot refund your Tariff and PayPal/Stripe processing fees. This is not negotiable because you have already paid the tariff to Customs and your order processing fee to PayPal or Stripe. Neither of these entities refunds, regardless of the reason for your order cancellation or refund request. PLEASE TAKE A NOTE.
Refund Process: Just like we have mentioned in your Order Email, AFTER RECEIVING YOUR ORDER, if you decide not to keep your item(s) after they arrive, please see our Refund Policy: https://ozrobotics.com/policies/refund-and-replacement-policy/
- Under our Refund Policy, if a refund is accepted, you will be asked to take close-up pictures or record a video of the item clearly from its front, back, top, and bottom, and email them to us for review before proceeding with the refund case.
- 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 back to the address provided to you via email.
- You will be responsible for the return shipping unless a return shipping label is provided, which can be used to ship the package back.
- Once the package is received at the warehouse and studies are conducted to determine whether there is any physical damage, we will proceed with a 30% refund via PayPal or Stripe, using the card used for the purchase.
WITHIN 5 HOURS: Mistakes happen when ordering, so you have 5 hours to request a cancellation of your order. However, please note that we cannot refund the PayPal or Stripe processing fees, as these fees 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.
WITHIN 48 HOURS: If you wish to cancel your order after 5 Hours, we will deduct 30% of the total for restocking, plus PayPal or Stripe processing fees, and the Return Shipping cost for unopened packages.
AFTER RECEIVING YOUR ORDER: If you decide not to keep your order after it arrives, we’ll deduct 80% of the total + Stripe Processing Fee + the shipping cost if our manufacturer or supplier finds it refundable after a review.
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, after placing an order, if you change your mind and request a refund, we will deduct the service fee for the payment method used to make the purchase, which is either 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 the return shipping fee unless we find a manufacturing defect based on your pictures 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 company that delivers the order. Our vendors and we do not retain the shipping fee you paid; therefore, it is non-refundable unless it is determined that the product has 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 30% of the item’s cost as a restocking and administration fee. This fee includes PayPal or Stripe service fees, shipping and return labels, additional hours of work, preparing the product for restocking, and other tasks that require further work by our staff.
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 only accepted on electronic devices with severe and 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, allowing us and our manufacturer to 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 for you to ship back to our manufacturer or supplier for a full or partial refund, please email us supporting images or videos to facilitate our evaluation. In addition, the product must be in its original condition, without any damage, scratches, dirt, or harm, for us to determine whether a full or partial refund or a replacement procedure is applicable. Please keep the original receipt.
How to Return: Once a return is agreed upon, you can ship your defective item to the return address provided by us. 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 sent back, they will be billed for or expected to be 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 you with the necessary steps to follow. 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, replace, or refund the total amount to the purchaser if the product is not fixable.
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 will not be reusable; 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.
Duty Tax, Customs, Import Fees, and Tariffs: While not all products require customs fees, some industrial items may be subject to a minimal tariff, if applicable in your country, and your order total is below $800.00 (USD). The total amount for your order does not include a customs fee. A minimal tariff belongs to the buyer when applicable. Oz Robotics and our Suppliers are not responsible for tariffs on any shipment. Please check the “Made In:” section on each product page to view the country of manufacture or supplier for that product.
Validation of Billing and Shipping Address: If your billing address differs from your shipping address, we may request that you verify both addresses 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 that contains a printed software 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.
