Return material procedure

Filling out and sending the request

Return notifications must be communicated through the “Return Material Authorization” (RMA) form, duly completed.

⚠️ Important: Product identification
To start the RMA procedure correctly, it is essential to uniquely identify the product subject to the request. Our procedure is based on the serial number, which allows traceability.

Robox label
All our products are equipped with a Robox identification label, positioned directly on the device and containing the following information necessary to fill in the form:

Part number
Serial Number

Wait for RMA authorization from Robox

Once the form has been submitted, Robox S.p.A. will evaluate the request. Only after receiving written authorization by e-mail, sent to the address indicated in the form, may the Customer proceed with the shipment of the material.

Returning material

THE SHIPMENT MUST COMPLY WITH THE FOLLOWING REQUIREMENTS:

Robox’ RMA reference (RRxxxxx) must be noted in your shipping documents (material without an RR reference will be refused).
the term of your shipping documents will have to mark ‘’GOODS RETURNED FOR REPAIR’’.
Shipping EXW

After approval has been granted by Robox S.P.A., the Customer may proceed to the shipment of the material to:

Robox S.p.A.
Via Sempione, 82
28053 Castelletto Sopra Ticino (NO) – Italia

Wait for the quotation

The quotation, including intervention times and costs, will be issued only after the item has been inspected/tested by our technicians.

Important notes

5.Delivery terms

DAP (Robox S.p.A.) Incoterms® 2020

6.Lead time

6.1 The quotation will be issued complete with repair lead time and costs only after the item has been inspected/tested by our technicians.

6.2 Robox S.p.A., for its own manufactured products, commits to sending the repair quotation within a maximum of 4 weeks from the receipt of the product.

6.3 Repair lead time may vary depending on the type of product, the fault identified, and the availability of replacement components, and will be communicated together with the quotation.

6.4 Where possible, the express procedure reduces this lead time to 1 (one) week, with a surcharge of 15% of the repair costs.

6.5 Repair lead time
Repair lead time may vary depending on the type of product, the fault identified, and the availability of replacement components, and will be communicated along with the quotation.

6.6 Third-Party products
For third-party products sold by Robox, the company commits to promptly requesting support from the supplier. The repair lead time and procedure will be subject to the supplier’s repair conditions.

7.Warranty

7.1 “Out-of-warranty” repair
Any repair offer will be done after all necessary functional tests to be carried-out in Robox.
After sending the repair offer to the Customer, Robox will wait for Customer written repair approval or official repair order to repairs@robox.it.
In case the returned device after being deeply tested should be found out as “not repairable”, or in case the customer should decide NOT to authorize the repair, 200,00€ will be in any case invoiced to the Customer for the repair checking, testing and management process.

7.2 “Under warranty” repair
The warranty of the Robox device becomes null and void in case it is clear that the device has been tampered or misused by the Customer.

7.3 Warranty of the repaired item
The repaired device is under warranty for 6 months in case the same fault occurs again.

8.Returning delivery terms

The delivery terms for returning the repaired/replaced material to the Customer are to be considered ExW (Robox S. p. A.) Incoterms® 2020.

9.RMA traceability

For updates regarding the RMA, please contact repairs@robox.it proving the RRxxxxx assigned at the time of authorization.

10.Other notes

10.1 Robox S.p.A. reserves the right to:

to evaluate and to decide whether to repair or replace the defective item;
whether to start or not the repair/replacement process in case the RMA form is not completed in all its parts.

10.1 Returned materials may not be accepted:

in conditions unsuitable for their analysis (corroded, contaminated, tampered material);
the material has been returned at Robox expenses.

N.B.

This procedure has been established with the sole aim of making the management of the repair products more efficient and time effective. The provisions mentioned in this document are part of the Return Material Authorization (RMA) form: by signing it, the Customer accepts these provisions.

Robox S.p.A. is in any case available to agree in advance any other form of assistance and repair conditions in order to support the Customer in the correct usage of its own products and will do its best to meet the Customer’s needs under a relationship of mutual cooperation.