Refund, Resend, and Returns Policy
This refund policy is to be used as a resource by customers who work with robocart.
Please review the following policies carefully.
ALL DISPUTES SHALL BE OPENED ON robocart. OTHERWISE, robocart WILL BLOCK YOUR ACCOUNT PERMANENTLY.
robocart offers a quicker dispute solution and will appreciate it a lot if you provide:
a. Photos or videos of the damaged item to prove damage. If the photo cannot prove the products are damaged, please upload the video.
b. Screenshot of the e-mail or dispute received including name, date, and content. In other words, a customer has sent the complaint (other Gateway, e-mail, etc.).
c. The products need to be returned to robocart if our Dispute Team asks for a return.
Except for the important interpretation, robocart will make Refund, Resend, or Accept the Return for any of the following cases:
1. Orders Delayed.
Orders are lacking tracking information, in transit, pending, expired after 55 days counting from the date that order departed from robocart. Following countries and shipping methods may be different:
a. For orders shipped to the USA, it is after 42 days counting from the date that order departed from robocart.
d. For some special shipping methods, robocart cannot deal with your disputes. (See the following important interpretation)
Notes:
Sometimes, the order had arrived at the nearest post office to the buyer and make it pending because of insufficient address, package unclaimed, no such number, etc. It will be much more convenient for customers to contact the local post office or go to the post office for delivery.
robocart will not deal with the refund or resend if the tracking information shows the order is delivered.
a. If our customers do not receive the package, a non-delivery certification issued by the local post office with an official seal is necessary.
b. Tracking Information Alert. The tracking information shows Alert, the reasons are listed as below:
a) Incorrect/insufficient Address.
b) No Such Number.
c) Unknown recipient.
d) Refused.
e) Do not pick up in time.
f) No safe delivery location.
g) Uncleared customs.
h) Others.
Notes:
a. The products will be delivered 1-3 times according to the actual situation. If it is still unclaimed during the delivery period, it will be returned to the local post office for storage in 3-7 days. Meanwhile, customers need to pick up the package by themselves. Otherwise, the product will be returned to our company. During the return, robocart takes no responsibility if products have been lost.
robocart offers a full refund or a replacement if packages arrived are badly damaged.
robocart offers a partial refund or a replacement if packages arrived are partially damaged (except thread, slightly wrinkled, small scratches, etc.).
Notes:
a. For fragile products, a refund is highly recommended.
b. For damaged packing boxes, robocart cannot offer any refunds or other after-sale services due to the long-distant international delivery.
c. For ordinary products, customers shall complain or open a dispute with you within 1-2 days after packages are delivered.
d. For electronic products, customers shall complain or open a dispute to you within 5 days after packages are delivered.
e. For service products, robocart refunds you the cost of the product.
robocart has a strict quality control process before products are dispatched. robocart will deal with incorrect or missing products as follows:
a. For incorrect products, robocart offers a full refund or replacement.
b. For products with the wrong color, size which doesn't affect product function, etc., robocart offers a refund or resend if you provide the screenshot of your complaint which includes name, content, and date.
c. For parts missing which doesn’t affect product function, robocart may refund partially or resend the missing part; for parts missing which affect product function, robocart will resend the product only.
d. For accessories, robocart will resend the accessories.
Notes:
For the size problems, robocart will appreciate it a lot if you can measure the product according to the correct measurement method and provide us a photo of the measurement. Then, our dispute team will deal with your disputes quickly.
For orders cancellation, robocart offers a full refund before products been processed by the company. But things may be different for following orders:
a. After payment, POD orders cannot be canceled as it is customized.
b. After payment, private inventory orders cannot be canceled as it is special products and only available for you.
c. After payment, video and photo orders cannot be canceled as robocart has planned and prepared for you after payment.
You cannot open a dispute if the order status is closed. Your dispute cannot be resolved when tracking information is untraceable.
Notes:
a. For bulk purchase orders, the close date usually is around 27 days.
b. Dispute will be closed automatically if the order has been closed and you have not responded for three consecutive days.
robocart takes no responsibility for any product damaged or shipping delay caused by the act of God, including but not limited to: epidemic situation, international situation, strike, war, earthquake, flood, virus, storm, heavy snow, customs inspection. However, robocart will notify you by robocart Email.
Some shipping methods are not trackable when orders arrived at some Countries, States, or Cities. robocart lists those shipping methods in advance and will not accept any disputes when you choose those shipping methods to some countries, including:
PostNL, Turkey Post, Swiss Post, Electric PostNL to USA, UK, Canada, Australia, South Africa, Brazil, the overseas territories, and overseas island areas.
Please return products within 8 days after receiving products.
Service products apply to the following interpretation.
a. Any disputes arising from products damaged or shipping delayed, robocart may not refund the product cost.
b. Any disputes arising from bad quality, robocart may not accept as the supplier is not robocart.
c. For service products without robocart's quality checking inspection , robocart may not accept the disputes.
Note: Delivery of some products might be delayed, and certain products might not be returned due to covid measures.
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