Refund and Returns Policy

This page provides an overview of the return, withdrawal, refund, and warranty terms as set out in our Terms and Conditions. Should there be any discrepancy, the full Terms and Conditions shall take precedence.

Right of withdrawal (consumers)

Consumers are entitled to withdraw from a distance contract without providing a reason within fourteen (14) days of receiving the goods, in line with the Slovenian Consumer Protection Act (ZVPot-1).

Please inform us of your intention to withdraw within this period by emailing [email protected].
Return the goods within fourteen (14) days from submitting your withdrawal notice.
We shall reimburse the purchase amount within fourteen (14) days of receiving the returned goods.
The consumer is responsible for the cost of returning the goods; these expenses are not refundable.
If the returned goods are damaged or show signs of use beyond what is necessary to assess their nature, features, and operation, the consumer will be liable for any resulting decrease in value.

Withdrawal from the contract is not permitted for:

goods or services whose price is subject to fluctuations in the market beyond our control that may arise during the withdrawal period;
goods made to the consumer’s exact specifications or clearly personalised to their requirements;
goods which, by their nature, cannot be returned, are perishable, or have a limited shelf life;
services that have been fully provided, where performance began with the consumer’s explicit prior consent and acknowledgement that the right to withdraw is lost once the contract has been completely fulfilled;
sealed special products where the safety seal has been broken after delivery;
sealed goods which are not suitable for return for health or hygiene reasons, if the seal has been broken or the packaging opened or damaged after delivery;
goods which, by their nature, are inseparably mixed with other items;
digital content not supplied on a physical medium, if supply commenced with the consumer’s explicit prior consent;
goods specifically ordered for the purchaser.

Returns and product complaints

Returns and complaints must be initiated via our complaints process (see below). We cannot accept returns of goods without prior approval through this process.
An invoice must accompany every return — complaints cannot be processed without it.
The buyer is responsible for all costs associated with returning goods, including any additional charges incurred during transport (such as customs duties and other fees).
We do not accept parcels sent cash on delivery.
If a product is returned without its original packaging, up to 70 % of the product’s price may be refunded.
For the return of a non-defective product, a restocking fee of 20 % of the product price applies, with a minimum charge of EUR 99.00. This fee covers inspection, functional testing, and preparing the returned machine for resale. No restocking fee is charged if the product is returned due to a defect, transport damage, or if it does not match the order.
Business buyers (non-consumers) may return non-defective goods within three (3) days of delivery, subject to prior approval through the complaints process. The statutory 14-day right of withdrawal applies to consumers only.

Please send goods subject to a complaint, with appropriate documentation, to:

Robomatis – Intereuropa
Otiški Vrh 25a
2373 Šentjanž pri Dravogradu, Slovenia
(Return of an online order)

Alternatively, you may deliver them in person to one of our collection points.

Refunds

Refunds will be processed using the same payment method as the original transaction, unless expressly agreed otherwise.
We may withhold the refund until we have received the returned goods, or until satisfactory evidence is provided that they have been dispatched.
If we opt to replace and/or repair the goods, we will deliver them as agreed and cover the delivery costs for these items.
Goods damaged due to inadequate packaging on return will be sent back to the buyer without repair or replacement.

Warranty

Items covered by a warranty are specified either on the invoice or within the warranty certificate. The warranty remains valid for one (1) year, provided that all instructions and terms outlined in the warranty certificate are observed.
The warranty claim may be made either through ourselves or directly with the manufacturer of the product.
Should a fault occur, repair may be requested as the initial remedy. If the issue is not resolved within one hundred (100) days from receipt of the request and the product (this period may be extended by up to one hundred (100) days for complex items), the purchaser is entitled to receive a replacement product free from defects at no extra charge, or to a full or proportionally reduced reimbursement of the purchase price.
The warranty is applicable solely to new products, and to spare parts only if fitted by Robomatis d.o.o. or an authorised technician.
The purchaser is responsible for arranging and covering the cost of delivery for the product under warranty, both to and from us. The product should only be sent for inspection upon our explicit request.
The warranty does not extend to faults arising from incorrect use, abuse, external factors, unauthorised repairs, or normal wear and tear; consumable items and (rechargeable) batteries are likewise excluded from coverage.

Conformity guarantee (consumers)

Consumers may exercise their rights under the guarantee of conformity by notifying us of any lack of conformity within two (2) months of its discovery, clearly describing the issue and permitting us to examine the product.

Complaints procedure

Please submit your complaint to [email protected], including your order or invoice number, a thorough description of the issue, any relevant supporting evidence, and a copy of your invoice as proof of purchase. All complaint handling is treated as confidential.

We shall reply to your complaint within eight (8) days of its receipt.

Alternative dispute resolution for consumers

We do not recognise any provider of alternative dispute resolution for consumer disputes as competent. The European online dispute resolution platform can be accessed at ec.europa.eu/consumers/odr.

Require assistance?

Should you have any queries regarding returns, withdrawals, or refunds, please contact us at [email protected].