Widerrufsrecht
Return and Refund Policy (Last Updated: April 20, 2026)
Robofinity strives to provide you with high-quality products and a satisfying shopping experience. If you are not satisfied with your purchase – whether due to a defect or simply a change of mind – we offer a 15-day return and refund policy as described below. This policy applies only to customers in the following countries: United States, Canada, Australia, Germany, United Kingdom, and Japan. Users who purchase Robofinity brand products through the official Robofinity website from these countries are eligible for these terms.
Notes on Return Services
1. We highly recommend contacting Robofinity Customer Support (global@robofinity.com) before initiating a return. Our team can help determine if a return is the optimal resolution for your specific situation.
2. For customers who purchased Robofinity products via third-party platforms (e.g., Amazon) or authorized distributors, please contact the original point of purchase to inquire about their specific return policies.
3. If more than 15 days have passed since delivery, your purchase is covered by our 1-year limited warranty. Please contact our support team for professional after-sales assistance to ensure a satisfactory resolution.
4. For customers in Canada and Australia, we will arrange return pickup (see details below).
Conditions for Return Application
1. Timeframe Requirements: Return requests must be submitted within 15 calendar days from the date of delivery. Requests received after this 15-day window will not be eligible for processing.
2. Product Scope: All products are eligible for return and refund.
3. Product Condition: We accept returns of both new/unused and gently used items. “Gently used” means the product has been handled reasonably (e.g., opened, tested, or used for a short period) but remains free from intentional damage, abuse, or missing critical components. The product should be returned in its original packaging if possible, with all included components (e.g., for InsightDrive X1: lens, screen, AI Box, power cables, and all peripheral accessories).
Return Shipping – Who Pays and How?
After your return request is approved, we will send you an RMA number and detailed instructions. The table below summarizes the return method and shipping cost responsibility for each country:
| Country | Return Method | Defective Return (Our Fault) | Non‑Defective Return (Customer’s Fault) |
|---|---|---|---|
| United States Germany United Kingdom Japan |
Self-ship to local warehouse | We provide prepaid label – free | You pay return shipping (arrange courier yourself) |
| Canada Australia |
We arrange pickup | Pickup arranged – free (we pay) | Pickup arranged – you pay (cost deducted from refund or invoiced) |
For non-defective returns (15-day no-reason return, including change of mind or ordering the wrong configuration):
Within 15 days of delivery, you may return the product for any reason (or no reason). The product must be in new or gently used condition, with no intentional damage. The customer is responsible for all return shipping costs. See the table above for how this applies in your country.
For defective or quality-related returns (due to our liability):
If the return is due to a product defect, damage upon arrival, or a shipping error on our part, we will accept the return even if the product has been opened or tested, provided the issue is confirmed. We will cover all return shipping costs. See the table above for how this applies in your country.
For returns with user-induced damage or missing parts:
If the returned product is found to have missing parts or damage caused by misuse, mishandling, or unauthorized modification, we will accept the return but issue a partial refund after deducting the cost of the missing components or necessary repairs. The deduction amount will be based on the actual loss (up to the original product value) and will not exceed the product’s original price. We will notify you of the inspection results and the deduction details via email, along with supporting evidence (such as photos or videos) before processing the refund.
Once the returned product arrives at our Hong Kong warehouse or designated local warehouse and the unboxing inspection is completed, the refund will be processed based on the inspection outcome in accordance with the corresponding conditions above.
Exchange Policy
We accept exchanges for both defective and non-defective items. The same shipping cost rules apply:
- For exchanges due to quality issues (our responsibility): We will cover the shipping costs for returning the original item and sending you the replacement.
- For exchanges due to customer preference (e.g., ordered the wrong configuration – wrong model, specs, etc.): You are responsible for the return shipping cost of the original item. We will ship the replacement item at our expense (standard shipping).
To request an exchange, please contact us at global@robofinity.com with your order number and the desired replacement product. We will provide instructions and an RMA number. No restocking fee applies to any exchange.
No Restocking Fee
We do not charge any restocking fees for any returns or exchanges, regardless of order size or reason.
How to Initiate a Return or Exchange
You may submit a return or exchange request by sending an email to our support team at global@robofinity.com. We will review your application within 5 business days. If your request is declined, we will notify you of the reason; you may then resubmit your application after providing the required additional information or documentation.
To expedite the review process, please prepare the following materials before applying:
| Information | Submission Requirements |
|---|---|
| Order Number | Must be completely consistent with the order number when placing the order |
| Email Address | The email address reserved when placing the order |
| Reason for Return | The specific reason must be clearly indicated (such as quality problems, wrong delivery, change of mind, etc.). If you apply for a return due to product performance not meeting expectations, you need to clearly state the issue and additionally provide a demonstration video of the product issue. |
| Supporting Materials | Clear photos of the actual product, including all accessories and gifts |
| Device SN Code | Clear photo of the SN code (e.g., the sticker on the back of the AI box of the InsightDrive X1 model) |
How to Return My Product
1. Packing Requirements
Please ensure the product is securely packed using its original packaging. It is mandatory to clearly write or print your RMA number and include it inside the package. Returns without a visible RMA number may result in identification delays, consequently prolonging the refund process. Please dispatch the product or make it available for pickup within 7 calendar days after Robofinity issues the return service confirmation. Failure to do so within this timeframe will be deemed a waiver of your right to return, and your request will be closed accordingly.
2. Return Addresses
Once your return request is approved, we will provide you with the appropriate return address based on your country:
| Country | Recipient Information |
|---|---|
| United States |
Recipient: STX A217
Phone Number: 6262408675
Address: 8333 Rochester Ave, Unit 108, Rancho Cucamonga, CA 91730
|
| United Kingdom |
Recipient: STX A217
Phone Number: 07465252298
Address: Unit E7, The Wallows Industrial Estate, Fens Pool Avenue, Brierley Hill, Dudley, DY5 1QA
|
| Germany |
Recipient: STX A217
Phone Number: 017647133903
Address: Feldlerchenstrasse 10A Neuching Bayern Germany 85467
|
| Japan |
Recipient: STX A217
Phone Number: 0476364667
Address: 286-0212 千葉県富里市十倉118番地33
|
For customers in Canada and Australia:
Please do not ship the product yourself. We will arrange a return pickup from your address. Our support team will provide you with the necessary instructions and a pickup confirmation. If you have any questions, contact us at global@robofinity.com.
Refund Instructions
All refunds are processed back to your original payment account after a two-stage inspection process. This helps us verify the condition of returned products and ensures accurate handling.
1. First Stage: Upon Receipt by Local Warehouse or Pickup Confirmation
After your returned package is received by our local return warehouse (or picked up by our courier), we will confirm receipt and begin the inspection process. The product will then be forwarded to our main Hong Kong warehouse for final inspection.
2. Second Stage: Final Inspection (Main Hong Kong Warehouse)
Once the product arrives at our Hong Kong warehouse and the unboxing inspection is completed:
(1) If the product is in new or gently used condition and all accessories are complete
We will issue a full refund for the product amount within 5 business days. The actual arrival time depends on your payment provider’s processing schedule.
(2) If the package is lost during transit between the local warehouse and the Hong Kong warehouse due to our internal logistics error
We will issue a full refund for the product amount. You will not be held liable for any resulting losses.
(3) If the product is found to have missing parts or user-induced damage during inspection
We will issue a partial refund, deducting the cost of the missing parts or necessary repairs. The deduction amount will be based on the actual loss (up to the original product value) and will not exceed the product’s original price. We will notify you of the inspection results and the deduction details via email, along with supporting evidence (such as photos or videos) before processing the refund.
Contact Us
If you have any questions about returns or refunds, please contact our customer service team:
Robofinity
ROBOFINITY TECHNOLOGY LIMITED
Suite 2502B, 25th Floor, 148 Electric Road, North Point, Hong Kong 999077
Email: global@robofinity.com