Refund policy

Refund & Returns Policy

At Robot Solutions, we want you to be confident in your purchase. If you need to return an item, we're here to help.

Change of Mind Returns

We accept change of mind returns within 7 days of you receiving your order.

To be eligible for a return, the item must:

  • Be unused and in as-new condition.
  • Be returned in its original packaging with all accessories, manuals, cables, manuals, and documentation.
  • Not have been installed, commissioned, programmed, registered, activated, or modified.
  • Show no signs of use, wear, damage, or contamination.
  • Include proof of purchase.

To request a return, please contact us at sales@robotsqld.com.au before sending the item back.

Approved returns should be sent to:

Robot Solutions Pty Ltd
Unit 1, 27 Mansell Street
Wilsonton QLD 4350
Australia

Returns sent without prior approval may not be accepted.

Unless the item is faulty or supplied incorrectly:

  • Customers are responsible for all return shipping costs.
  • Original shipping and freight charges are non-refundable.
  • Approved change of mind returns may incur a 15% restocking fee to cover inspection, testing, administration and repackaging costs.

Damaged, Faulty or Incorrect Items

Please inspect your order immediately upon delivery.

If your item arrives damaged, is faulty, or you receive the wrong product, please contact us within 48 hours of delivery at sales@robotsqld.com.au with:

  • Your order number
  • A description of the issue
  • Photos and/or videos clearly showing the problem and packaging

We'll assess the issue promptly and work with you to repair, replace or refund the item in accordance with Australian Consumer Law.

Non-Returnable Items

The following items cannot be returned for change of mind:

  • Custom-built or made-to-order products.
  • Robots, cobots or automation equipment that has been installed, commissioned, programmed, registered, activated or used.
  • Software licences, subscriptions and digital products.
  • Products with activated software licences or manufacturer registrations.
  • Special-order items sourced specifically for a customer.
  • Spare parts ordered specifically for a customer.
  • Electrical components removed from sealed packaging.
  • Clearance, discontinued or end-of-line items (unless required under Australian Consumer Law).
  • Gift cards.

Special Orders

Products ordered specifically for a customer from a manufacturer or supplier cannot be cancelled or returned once the order has been placed, unless required under Australian Consumer Law.

Estimated lead times are provided as a guide only and may change due to manufacturer or freight delays outside of Robot Solutions' control.

Exchanges

We do not offer direct exchanges.

If you require a different product, please request a return for the original item (if eligible) and place a new order.

Refunds

Once your returned item has been received and inspected, we'll notify you whether your refund has been approved.

If approved, refunds will be processed to your original payment method within 10 business days. Processing times may vary depending on your bank or payment provider.

If more than 15 business days have passed since your refund was approved, please contact us at sales@robotsqld.com.au.

Australian Consumer Law

Nothing in this policy limits or excludes your rights under the Australian Consumer Law.

Our goods come with guarantees that cannot be excluded under Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.