{"id":18429,"date":"2025-11-12T16:24:51","date_gmt":"2025-11-12T15:24:51","guid":{"rendered":"https:\/\/www.robox.it\/return-procedure-for-products-to-be-repaired\/"},"modified":"2026-09-09T11:08:21","modified_gmt":"2026-09-09T09:08:21","slug":"return-material-procedure","status":"publish","type":"page","link":"https:\/\/www.robox.it\/en\/return-material-procedure\/","title":{"rendered":"Return material procedure"},"content":{"rendered":"<div id='av-layout-grid-1'  class='av-layout-grid-container av-67zo-90c2d56efd4500abf932647b53eb826f entry-content-wrapper main_color av-flex-cells  avia-builder-el-0  el_before_av_textblock  avia-builder-el-first  av-cell-min-height av-cell-min-height-25  container_wrap fullsize'   data-av_minimum_height_pc='25'>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-kqur9h6h-db4c50dd99632ffcd9a0f8d4512af2ac\">\n.flex_cell.av-kqur9h6h-db4c50dd99632ffcd9a0f8d4512af2ac{\nvertical-align:middle;\nbackground:url(https:\/\/www.robox.it\/wp-content\/uploads\/2021\/06\/IMG_6316-scaled.jpg) 50% 50% no-repeat scroll ;\n}\n.responsive #top #wrap_all .flex_cell.av-kqur9h6h-db4c50dd99632ffcd9a0f8d4512af2ac{\npadding:30px 30px 30px 30px !important;\n}\n<\/style>\n<div class='flex_cell av-kqur9h6h-db4c50dd99632ffcd9a0f8d4512af2ac av-gridrow-cell av_one_full no_margin  avia-builder-el-1  avia-builder-el-no-sibling  content-align-middle avia-full-stretch'  ><div class='flex_cell_inner'><\/div><\/div>\n<\/div><div id='after_grid_row_1'  class='main_color av_default_container_wrap container_wrap fullsize'  ><div class='container av-section-cont-open' ><div class='template-page content  av-content-full alpha units'><div class='post-entry post-entry-type-page post-entry-18429'><div class='entry-content-wrapper clearfix'>\n<section  class='av_textblock_section av-kqupyl6u-76dad615ddf764d47307c6e3884c5e3d '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/CreativeWork\" ><div class='avia_textblock'  itemprop=\"text\" ><h1>Return material procedure<\/h1>\n<\/div><\/section>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-kquye4io-6a26dce71c95c68f65beb96c77910d10\">\n#top .hr.hr-invisible.av-kquye4io-6a26dce71c95c68f65beb96c77910d10{\nheight:20px;\n}\n<\/style>\n<div  class='hr av-kquye4io-6a26dce71c95c68f65beb96c77910d10 hr-invisible  avia-builder-el-3  el_after_av_textblock  el_before_av_textblock '><span class='hr-inner '><span class=\"hr-inner-style\"><\/span><\/span><\/div>\n<section  class='av_textblock_section av-mgrsvkn9-39449cbe34a829691255c7ea060278fa '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/CreativeWork\" ><div class='avia_textblock'  itemprop=\"text\" ><div id=\"ez-toc-container\" class=\"ez-toc-v2_0_89 ez-toc-wrap-center counter-hierarchy ez-toc-counter ez-toc-grey ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title\" style=\"cursor:inherit\"><\/p>\n<span class=\"ez-toc-title-toggle\"><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/www.robox.it\/en\/return-material-procedure\/#Filling_out_and_sending_the_request\" >Filling out and sending the request<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/www.robox.it\/en\/return-material-procedure\/#Wait_for_RMA_authorization_from_Robox\" >Wait for RMA authorization from Robox<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/www.robox.it\/en\/return-material-procedure\/#Returning_material\" >Returning material<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/www.robox.it\/en\/return-material-procedure\/#Wait_for_the_quotation\" >Wait for the quotation<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/www.robox.it\/en\/return-material-procedure\/#Important_notes\" >Important notes<\/a><\/li><\/ul><\/nav><\/div>\n<h3><span class=\"ez-toc-section\" id=\"Filling_out_and_sending_the_request\"><\/span><strong>Filling out and sending the request<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>Return notifications must be communicated through the \u201cReturn Material Authorization\u201d (RMA) form, duly completed.<\/p>\n<p><a href=\"https:\/\/forms.office.com\/e\/1GUXgvzPhf\" target=\"_blank\" rel=\"noopener\">\u2192 Go to the RMA form<\/a><\/p>\n<p><strong>\u26a0\ufe0f Important: Product identification<\/strong><br \/>\nTo start the RMA procedure correctly, it is essential to uniquely identify the product subject to the request. Our procedure is based on the <strong>serial number<\/strong>, which allows traceability. <\/p>\n<p>Robox label<br \/>\nAll 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:<\/p>\n<ul>\n<li>Part number<\/li>\n<li><strong>Serial Number<\/strong><\/li>\n<\/ul>\n<p><img decoding=\"async\" class=\"aligncenter wp-image-21932 size-full\" src=\"https:\/\/www.robox.it\/wp-content\/uploads\/identificazione-prodotti.webp\" alt=\"Product identification\" width=\"1200\" height=\"300\" srcset=\"https:\/\/www.robox.it\/wp-content\/uploads\/identificazione-prodotti.webp 1200w, https:\/\/www.robox.it\/wp-content\/uploads\/identificazione-prodotti-300x75.webp 300w, https:\/\/www.robox.it\/wp-content\/uploads\/identificazione-prodotti-1030x258.webp 1030w, https:\/\/www.robox.it\/wp-content\/uploads\/identificazione-prodotti-768x192.webp 768w, https:\/\/www.robox.it\/wp-content\/uploads\/identificazione-prodotti-705x176.webp 705w, https:\/\/www.robox.it\/wp-content\/uploads\/identificazione-prodotti-450x113.webp 450w, https:\/\/www.robox.it\/wp-content\/uploads\/identificazione-prodotti-800x200.webp 800w\" sizes=\"(max-width: 1200px) 100vw, 1200px\" \/><\/p>\n<h3><span class=\"ez-toc-section\" id=\"Wait_for_RMA_authorization_from_Robox\"><\/span>Wait for RMA authorization from Robox<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>Once the form has been submitted, Robox S.p.A. will evaluate the request. <strong>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.<\/strong><\/p>\n<h3><span class=\"ez-toc-section\" id=\"Returning_material\"><\/span>Returning material<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>THE SHIPMENT MUST COMPLY WITH THE FOLLOWING REQUIREMENTS:<\/p>\n<ul>\n<li>Robox\u2019 RMA reference (RRxxxxx) must be noted in your shipping documents (material without an RR reference will be refused).<\/li>\n<li>the term of your shipping documents will have to mark \u2018\u2019GOODS RETURNED FOR REPAIR\u2019\u2019.<\/li>\n<li>DAP<\/li>\n<\/ul>\n<p>After approval has been granted by Robox S.P.A., the Customer may proceed to the shipment of the material to:<\/p>\n<p><strong>Robox S.p.A.<\/strong><br \/>\n<strong>Via Sempione, 82<\/strong><br \/>\n<strong>28053 Castelletto Sopra Ticino (NO) \u2013 Italia<\/strong><\/p>\n<h3><span class=\"ez-toc-section\" id=\"Wait_for_the_quotation\"><\/span>Wait for the quotation<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>The quotation, including intervention times and costs, will be issued only after the item has been inspected\/tested by our technicians.<\/p>\n<h3><span class=\"ez-toc-section\" id=\"Important_notes\"><\/span>Important notes<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<h4>5.Delivery terms<\/h4>\n<p>DAP (Robox S.p.A.) Incoterms\u00ae 2020<\/p>\n<h4>6.Lead time<\/h4>\n<p>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.<\/p>\n<p>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.<\/p>\n<p>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.<\/p>\n<p>6.4 Where possible, the express procedure reduces this lead time to 1 (one) week, with a surcharge of 15% of the repair costs.<\/p>\n<p>6.5 Repair lead time<br \/>\nRepair 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.<\/p>\n<p>6.6 Third-Party products<br \/>\nFor 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\u2019s repair conditions.<\/p>\n<h4>7.Warranty<\/h4>\n<p>7.1 \u201cOut-of-warranty\u201d repair<br \/>\nAny repair offer will be done after all necessary functional tests to be carried-out in Robox.<br \/>After sending the repair offer to the Customer, Robox will wait for Customer written repair approval or official repair order to <a href=\"mailto:repairs@robox.it\">repairs@robox.it<\/a>.<br \/>In case the returned device after being deeply tested should be found out as \u201cnot repairable\u201d, or in case the customer should decide NOT to authorize the repair, <strong>200,00\u20ac will be in any case invoiced to the Customer for the repair checking, testing and management process.<\/strong>  <\/p>\n<p>7.2 \u201cUnder warranty\u201d repair<br \/>\nThe 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.<\/p>\n<p>7.3 Warranty of the repaired item<br \/>\nThe repaired device is under warranty for 6 months in case the same fault occurs again.<\/p>\n<h4>8.Returning delivery terms<\/h4>\n<p>The delivery terms for returning the repaired\/replaced material to the Customer are to be considered ExW (Robox S. p. A.) Incoterms\u00ae 2020.<\/p>\n<h4>9.RMA traceability<\/h4>\n<p>For updates regarding the RMA, please contact r<a href=\"mailto:repairs@robox.it\" target=\"_blank\" rel=\"noopener\">epairs@robox.it<\/a> proving the RRxxxxx assigned at the time of authorization.<\/p>\n<h4>10.Other notes<\/h4>\n<p>10.1 Robox S.p.A. reserves the right to:<\/p>\n<ul>\n<li>to evaluate and to decide whether to repair or replace the defective item;<\/li>\n<li>whether to start or not the repair\/replacement process in case the RMA form is not completed in all its parts.<\/li>\n<\/ul>\n<p>10.1 Returned materials may not be accepted:<\/p>\n<ul>\n<li>in conditions unsuitable for their analysis (corroded, contaminated, tampered material);<\/li>\n<li>the material has been returned at Robox expenses.<\/li>\n<\/ul>\n<\/div><\/section>\n<\/div><\/div><\/div><!-- close content main div --><\/div><\/div>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-mgyz5cag-14f278641291815ac8fd4a0c76fafc3b\">\n.avia-section.av-mgyz5cag-14f278641291815ac8fd4a0c76fafc3b{\nbackground-color:#f2f2f2;\nbackground-image:unset;\n}\n<\/style>\n<div id='av_section_1'  class='avia-section av-mgyz5cag-14f278641291815ac8fd4a0c76fafc3b main_color avia-section-default avia-no-border-styling  avia-builder-el-5  el_after_av_textblock  avia-builder-el-last  avia-bg-style-scroll container_wrap fullsize'  ><div class='container av-section-cont-open' ><div class='template-page content  av-content-full alpha units'><div class='post-entry post-entry-type-page post-entry-18429'><div class='entry-content-wrapper clearfix'>\n<section  class='av_textblock_section av-mgyz4pn3-f697cdb27b079abdd0bbb2f3c763c6b0 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/CreativeWork\" ><div class='avia_textblock'  itemprop=\"text\" ><p>N.B.<\/p>\n<p>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.  <\/p>\n<p>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\u2019s needs under a relationship of mutual cooperation.<\/p>\n<\/div><\/section>\n\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":16,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-18429","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/www.robox.it\/en\/wp-json\/wp\/v2\/pages\/18429","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.robox.it\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.robox.it\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.robox.it\/en\/wp-json\/wp\/v2\/users\/16"}],"replies":[{"embeddable":true,"href":"https:\/\/www.robox.it\/en\/wp-json\/wp\/v2\/comments?post=18429"}],"version-history":[{"count":0,"href":"https:\/\/www.robox.it\/en\/wp-json\/wp\/v2\/pages\/18429\/revisions"}],"wp:attachment":[{"href":"https:\/\/www.robox.it\/en\/wp-json\/wp\/v2\/media?parent=18429"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}