Merchandise Return Authorization (RMA) & Warranty Policy
We aim to ensure complete customer satisfaction relating to service and product purchased from Robot Industrial. If for any reason you are not happy with your product, you may return it for a refund, replacement, or repair, subject to the following terms and conditions:
Conditions for Return for Credit or Refund
- Timeframe for Return Requests: Notification within 2 days from date of receipt. The return must be initiated within 4 days of delivery.
- Return Request: The customer must log the return request via their account using the Returns Manager. Ensure you select the correct reason for the return:
- Change of Mind / Item Exchange
- Faulty on Arrival
- Incorrect Item Received
- Refunds & Exchanges
- Purchases to be returned for a refund (excluding shipping costs).
- In some cases, a replacement or repair may be offered depending on stock availability.
- Restocking Fee: Returns may be subject to a 30% restocking fee. If the item is no longer in it’s condition or if the seal/packaging has been broken, Robot has the right to refuse the credit.
- Handling Fees for Special Orders
Return of Specific Ordered Goods: If Robot has specifically ordered goods on your behalf (e.g. non-stock items or negotiated bulk orders), these may be subject to a handling fee if returned
- Bulk & Special-Order Item Returns
Should the Supplier refuse returns of this category of orders, Robot Industrial reserves the right to:
- Swap out the stock for alternative products.
- Decline the return.
Warranty
The Warranty policy may vary from brand to brand by category:
- Safety Boots Warranty: Warranty policies vary by brand. For specific information, feel free to inquire at onlineorders@robotindustrial.co.za
- Power Tools Warranty: Most power tools come with a 12-month warranty (unless otherwise stated). For more details, please reach out to onlineorders@robotindustrial.co.za
- Hand Tools Warranty: Some hand tools come with a lifetime warranty. Contact us for more details.
- Return of Faulty Items
- Assessment: All items will require an evaluation by Robot Hardware or their Supplier, before any warranty claim can be processed.
- If the product is found to be in good working order, a collection fee will apply:
- R210 for items originally sent with free shipping.
- The same surcharge as the original shipping cost for items that had a surcharge will apply
- Shipping & Collection Fees
The customer will be responsible for the cost of the return shipment, except if the item is faulty and if the return is made within the first 3 months of the date of purchase. In such cases, Robot Industrial will cover the return shipping cost, T’S & C’S Apply
- A collection fee will be charged for returns on incorrectly ordered items, or if you change your mind, as mentioned above. This will be deducted from your refund once the supplier has credited Robot Industrial.
- Dispute Resolution
Short or Incorrect Item Shipments: Any disputes regarding short or incorrectly shipped items must be reported within 2 days from date of delivery or collection.
- Refund Processing Time
All refunds are subject to item inspection, which may involve sending the product to the supplier for evaluation and testing (this may take up to 15 working days).
- Once a refund is approved, it will be processed within 3-5 business days.
- Product Damaged by Customer through incorrect use - Warranty Voided.
- Damage due to Misuse: The warranty will be voided, and no responsibility will be accepted if the item is damaged due to misuse, improper installation, or any unauthorized repair or tampering.
- The Warranty does not cover damage caused by:
- Electricity fluctuations, lightning strikes, faulty wiring, or improper use of controls.
- Failure to follow the operating instructions.
- Superior forces (vis major), infestations, or water/liquid damage.
- Tampering with warranty seals or unauthorized repairs.
Return Packaging
- When items are returned, please repackage the product safely and include all original packaging, literature, and accessories, so to avoid issues with the return process.
Robot Industrial reserves the right to refuse a refund if the item is damaged due to misuse, or if parts are missing, or if the product has been altered in any way.