Please select your purchase channel to access the applicable after-sales and technical service terms.
Elephant Robotics Limited Warranty & Return Policy (USA)
1. Return and Refund Policy
We offer a limited return window to ensure you are satisfied with your purchase.
● Unopened Products: Products may be returned within 7 days of delivery for a full refund (minus original shipping costs) if the packaging is original, unopened, and the seal is intact. The customer is responsible for return shipping fees.
●Opened Products: For hygiene and quality control, products that have been opened or used are generally not eligible for return unless a manufacturing defect is present.
●Defective or Missing Items: If your product arrives with missing components or visible manufacturing defects, please contact us within 7 days of delivery. Elephant Robotics will provide the missing parts or a replacement at no additional cost to the customer (including shipping).
2. Limited Warranty Periods
The warranty period begins on the date of delivery.
Different components are covered for different durations as follows:
| Category | Components | Warranty |
|---|---|---|
| Main Unit | All hosts and accessories sold separately (Robotic arms, kits, etc.). | Max 365 Days |
| Mechanical | Joints, shells, bearings, metal profiles, conveyor structures. | 365 Days |
| Power System | DC power supplies, cables, inverters. | 365 Days |
| Control System | PCBs, main controllers, electronic switches, drivers. | 180 Days |
| Sensors | Tof, laser modules, camera modules, infrared sensors. | 180 Days |
| Actuators | Servo motors, stepper motors, vacuum pumps. | 90 Days |
3. Warranty Coverage & Shipping
● One-Time Free Repair: If a manufacturing defect prevents the product from working as intended, Elephant Robotics provides one (1) free repair service (including replacement parts and labor).
●Shipping Costs: For this one-time free repair, Elephant Robotics will cover the shipping costs.
●Out-of-Warranty / Human Damage: If the warranty has expired or the damage was caused by the user, the customer is responsible for all material costs and shipping fees.
●Note: We do not accept “Cash on Delivery” (Collect) shipments. Any unauthorized returns may be rejected.
4. Warranty Exclusions
This limited warranty does not cover damage resulting from:
● Human Error: Misuse, improper installation, or maintenance not in accordance with the User Manual.
●Unauthorized Modification: Any unauthorized disassembly, repair, or alteration of the hardware or official firmware.
●Accidental Damage: Drops, liquid immersion, fire, or collision damage.
●Third-Party Parts: Damage caused by the use of non-original accessories, power supplies, or consumables.
●Force Majeure: Natural disasters, strikes, or government actions.
5. Disclaimers
● Non-Transferable: This warranty applies only to the original purchaser and is not transferable to subsequent owners.
●Second-Hand Purchases: This policy does not apply to products purchased from unauthorized resellers or second-hand marketplaces (e.g., eBay, used listings).
●State Law: This warranty gives you specific legal rights. You may also have other rights which vary from state to state.
Technical Support & Training
● Standard Support: Installation, API help, and documentation.
●1-on-1 Training: The complimentary 1-hour session.
●Response Time: The “12 Business Hours” guarantee.
●Contact Info: americas.support@elephantrobotics.com
What To Do To Obtain After-Sales Service
1. For users who purchased through third-party platforms :
● You may sti contact our after-sales support team for the following inquiries Product drawings, specifications, and user manuals
●References for secondary-development projects
●Guidance for application development
When sending an email, please include allrelevant information, including the robot name, order source, and the specific support you
require.
2. For warranty-related issues - including returns, exchanges, repairs, and replacement of accessories
– please contact the customer service of the third-party platform where the order was placed. Allwarranty requests must be submitted toElephant Robotics through the respective third-party platform.