Investigations into the Decarbonisation of Railways

COVID: We are suspending product returns due to the current COVID-19 pandemic unless there is a manufacturing defect. Please study the product and ask us questions before you buy. Thank you.

ORDER CANCELLATION: After you place an order, you have 5 hours to request an order cancellation. After 5 hours, your item(s) have either already been shipped, prepared to ship, or are currently being custom-made. It means we will not process your cancellation request after this period has passed. By placing your order, you signify that you agree to be bound by our Order Cancellation Policy.

PAYPAL and STRIPE SERVICE FEES: Please note both PayPal and Stripe do not offer a refund for the service fees they charge when you purchase a product. Therefore, after placing an order, if you change your mind and ask for a refund, we will deduct the service fee for PayPal or Stripe, whichever one you used to purchase. If you have any questions about this, please contact PayPal or Stripe.

EXCHANGE POLICY: Oz Robotics wants you to be happy with your new purchase. However, we abide by the exchange policy of our suppliers because we do not manufacture these products; our suppliers do. Once you used the product, our supplier(s) and we have the right not to issue a refund. Still, we will offer an exchange for the wrongly purchased items or products with serious and irreversible defects or technical problem(s). The buyer will pay the shipping fee for wrongly purchased products or any other similar issues. If the product you purchased is defective, please email us at support@ozrobotics.com with some photos or a video of the defective parts to evaluate before you send it. Click HERE for more on Refund and Replacement Policy

REFUND POLICY: Oz Robotics accepts refunds on a minimal basis unless there is a manufacturing defect. For any electronic items, returns are only accepted on devices with serious and irreversible problems; meanwhile, the customer must apply for the returns within seven days from the delivery date. Before a refund acceptance, please include images or a video and any other material proof of the defect. However, we abide by the exchange policy of our suppliers because we do not manufacture these products; our suppliers do. For more info on Refund and Replacement Policy please visit Refund and Replacement Policy.

Other than our supplier’s default policy, once a return is agreed upon, you can ship your defective item to the provided return address that you should receive from us first. Please ship the order in original packaging with all the accessories and additional parts. If the Required Parts are not sent back, they will be billed for or expected to be shipped at a later stage. And only once all items have arrived will our staff check the returned product for testing. Include in your package a signed letter stating the reason for your return and the original receipt as well as any mentioned proof of defect, images, or a video, etc. It will help us to speed up the process on your behalf.

The purchaser (customer/buyer) is responsible for all shipping costs when returning an item. However, upon receiving the returned order, we will assess the product. If it is determined that there is, in fact, a manufacturing defect, then we will refund the shipping costs as well as repair or replace or refund the full amount to the purchaser if the product is not fixable.

If you wish to return an unused product, please do so within seven days from the ship date for a refund on the purchase price, minus shipping, handling. Refunds will be credited to the original credit card used for payment in 24-48 HOURS after receiving the product back. We will charge 50% restocking fee.

Once your return is received and inspected, and if agreed for a refund, refunds will be credited to the original credit card used for payment in 24-48 hours. Please note that we will charge a 50% restocking fee once you return a product without any defect.

Once your refund is processed, PayPal will return the money to the card used. It may take at least five business days (depending on the bank and credit company) before your refund is posted in your bank account and statements. Contact Us if you still have not received your refund after 5 business days.

Do not return your product to our New York office. For any exchange or refunds, please email us first at support@ozrobotics.com for us to provide you with the steps that need to be followed. Any product you return must be in the same condition you received and returned in the original packaging without being used. Please keep the original receipt. More on Refund and Replacement Policy.