Refund policy
1. Refund requests must be made within 14 days of the delivery date. After 14 days from the delivery date, you must contact ROYBI's Customer Service to determine the best course of action. ROYBI will not issue refunds for products purchased through other entities, such as distributors or retail partners. Please contact those entities directly to request a refund or return. Defective units are covered under ROYBI's one-year limited warranty policy and will be replaced at ROYBI’s cost. See “Return Under Warranty,” below, for information on warranty returns.
2. A copy of the credit card purchase receipt and a copy of the original ROYBI invoice may be requested prior to ROYBI Customer Service issuing a Return Authorization.
3. The unit must be in like-new condition and returned in original packaging with all original accessories, literature, and other components. ROYBI reserves the right to reject any refund request if the product is received damaged or if any accessories, literature, or other original components are missing.
4. A Return Authorization (RA) Number must be obtained prior to returning the product; to request an RA number, please email hello@roybirobot.com.
5. Upon written receipt of the RA number, send the product to:
ROYBI ROBOT
Attention: Returns Department
RA #[RA number]
3566 Stevens Creek Blvd
San Jose, CA 95117
United States
+1.415.715.9394
6. Please mark the RA number on the outside of the package.
7. A copy of the credit card purchase receipt and a copy of the original ROYBI invoice should be placed inside the return package so that it is easily visible.
8. Products received without an RA number and the required documentation as specified above may not be accepted or processed for a refund.
9. Products received that do not meet the above return criteria may be returned to the customer via ground shipment.
10. You are responsible for shipping costs for returning the product to ROYBI’s office unless a very specific situation which needs to be determined by ROYBI. We do not provide return labels unless previously agreed upon under certain conditions. The product should be shipped so that it can be tracked and/or insured; ROYBI is not responsible for products lost or damaged during return shipment.
11. Shipping charges are nonrefundable.
12. Taxes, duties, or any importation fees paid by international customers are nonrefundable.
13. For international shipments, all taxes, duties, and importation fees are paid by the customer.
14. Funds will be credited within 7 working days of receipt of returned product pending qualification and subject to the above criteria.
15. For international shipments, the customer is responsible for duty & taxes incurred in their country. ROYBI transfers full shipping responsibility to the couriers as soon as the package leaves our warehouses. In case of long delays or package loss, ROYBI will file a claim on the customer's behalf. We are unable to give you a refund or replacement until the claim is settled. No exceptions.
Return Under Warranty
1. Defective products are covered by ROYBI’s one-year limited warranty policy.
2. To return a product under the warranty policy, read and understand the Limited Warranty Policy.
3. A Return Authorization (RA) Number must be obtained prior to returning the product; to request an RA number, please email hello@roybirobot.com, and provide the following information:
Name
Address
Phone
Reason for Return
Date of Purchase
Place of Purchase
Unit Serial Number
Copy of the original receipt or way of payment
4. Upon receipt of the RA number, send the product to:
ROYBI INC
Attention: Warranty Returns Department
RA #[RA number]
3566 Stevens Creek Blvd
San Jose, CA 95117
You have up to 30 days from ROYBI issuing your RA number to return your product to our facility. Products received after the 30 day period may be returned to you.
5. The RA number must be clearly marked on the outside of the package.
6. A copy of the credit card receipt and ROYBI invoice if applicable, must be placed inside the return package so that it is easily visible.
7. Products received without an RA number, and the required documentation as specified above may not be accepted or processed for return.
8. Products received that do not meet the above return criteria may be returned to you via ground shipment.
9. You may be responsible for shipping costs for returning the product to ROYBI’s office. The product should be shipped so that it can be tracked and/or insured; ROYBI is not responsible for products lost or damaged during return shipment.
International Refunds & Returns
1. Follow the steps above to request a return authorization # and send an email to hello@roybirobot.com
2. Original shipping and tax/duty fees are nonrefundable.
3. The customer is responsible for the shipping fee to return Roybi Robot back to our office in the US.
4. International transaction fees are nonrefundable.
5. For international shipments, the customer is responsible for duty & taxes incurred in their country. ROYBI transfers full shipping responsibility to the couriers as soon as the package leaves our warehouses. In case of long delays or package loss, ROYBI will file a claim on the customer's behalf. We are unable to give you a refund or replacement until the claim is settled. No exceptions.