Returns, cancellations and refunds

Before you buy

Robot packages are specialized equipment sourced for the configuration you select. Please review the complete package, software/development requirements and delivery estimate before purchasing. A robot is not sold on a trial or satisfaction-guarantee basis.

This policy applies to online-store hardware orders unless a separate agreement expressly states otherwise. Mandatory legal rights and applicable manufacturer warranties are preserved.

Change-of-mind cancellations and returns

You may request cancellation for a full refund before Thetic has placed the corresponding manufacturer or supplier order. Contact us promptly with your order reference. We record the procurement status and will confirm whether the order can still be canceled on this basis.

Once that procurement commitment has been made, we do not offer ordinary change-of-mind cancellations, configuration changes or returns, including for unopened equipment. There is no general exchange program for changing models or hands after procurement. An exception must be agreed in writing; it is not guaranteed.

This restriction does not apply when we cannot supply the agreed order, you exercise a cancellation right following a shipment delay, goods are damaged, incorrect or initially defective as described below, or a remedy is required by law. No blanket nonrefundable-payment statement overrides those rights.

Shipping damage, wrong or missing items, and initial defects

Contact us within 30 calendar days after delivery if equipment arrives damaged, incorrect, incomplete or initially defective. Report visible damage as soon as practical, preferably within five business days, and retain packaging and supporting photographs. The five-business-day request is not a waiver of later-discovered problems.

We will review the issue with you and, as appropriate, arrange repair, replacement, missing components, or return and refund. We may ask for the order number, serial number, a description, photographs and reasonable diagnostic information. Do not continue operating unsafe equipment or attempt an unsafe test.

Where a statutory right gives you a particular remedy or a longer period, it controls. Problems first discovered after this initial period may still be covered by the applicable manufacturer warranty or law; the 30-day reporting window does not shorten those protections. Ordinary wear, accidental damage or misuse after delivery is not treated as an arrival defect merely because it occurs within 30 days.

Return authorization, shipping and fees

Start through our contact form, including the order number and reason, or call 267-895-4798. We provide return authorization, the correct destination, safe packaging instructions and the appropriate carrier arrangement. Returns are made by authorized shipment or carrier collection, not by unannounced drop-off at our office.

For an authorized return caused by an incorrect shipment, covered arrival damage or an initial defect under this policy, Thetic pays the required standard return-shipping cost and does not charge a restocking fee. Later warranty-service shipping costs follow the applicable written warranty and are disclosed before you authorize the shipment.

For a discretionary change-of-mind exception, any return freight or other charge must be specified in the written exception and accepted before the return. There is no automatic 15% restocking fee in this online-store policy. Do not ship lithium batteries or damaged equipment without the carrier and packaging instructions we provide.

Refund timing and method

For an eligible cancellation that does not require a return, we initiate the refund within five business days after the cancellation takes effect, or sooner where required by law. For an authorized return eligible for a refund, we assess the returned equipment and initiate the refund within five business days after receipt, or sooner where required by law. We will notify you when the refund is issued. Your bank or card provider may take additional time to post it.

Refunds cover the amount paid for the affected items and any other amounts due for refund. If the entire order is canceled because we cannot supply it, we refund the full amount paid for that order. A required full refund is not reduced by our original card-processing fee, supplier deposit or restocking cost.

Refunds normally go to the original payment method. Bank or card-provider posting times are separate from the date we initiate a refund. We will notify you when it has been issued and help investigate a delayed or failed refund. We do not substitute store credit for a refund you are entitled to receive.

Help

Thetic, Inc., 736 Louis Dr., Warminster, PA 18974, United States. Phone: 267-895-4798. Contact Thetic.