At Robot Specialist, we maintain a clear and structured approach to returns in accordance with the Australian Consumer Law (ACL). Our priority is to uphold transparency, consistency, and legal compliance in all transactions.
This policy sets out the conditions under which returns, refunds, or replacements may be requested. It includes both your statutory rights as a consumer and our store-specific procedures.
By proceeding with a purchase, you acknowledge and accept the terms detailed in this policy.
Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
Change of Mind Returns
Please choose carefully when placing your order, as we do not offer refunds for:
- Change of mind
- Incorrect product selection
- Finding the same item at a lower price elsewhere
We encourage all customers to thoroughly review product descriptions, technical specifications, compatibility, and intended use before completing checkout.
If you are unsure whether a product suits your needs or intended application, please contact our support team prior to purchase. We’re more than happy to assist with any questions or clarify suitability — especially for parts and components that require compatibility checks.
Once an order has been placed and dispatched, it cannot be cancelled due to change of mind. All change-of-mind return requests (if exceptionally approved at our discretion) may be subject to return shipping fees and restocking charges.
Returns in General
In cases where a return is required for reasons other than change of mind, we will assess each request in accordance with our obligations under the Australian Consumer Law and store policy.
To qualify for any remedy (including refund, repair, or replacement), customers must provide valid proof of purchase, which may include:
- A receipt or invoice issued by Robot Specialist
- A bank or credit card statement where the transaction amount matches the purchase value
If we are unable to verify that the product was purchased from Robot Specialist, we reserve the right to decline the return request.
Internal service parts — including but not limited to PCBs, wheel motors, suction fans, sensors, wiring harnesses, and other integrated mechanical or electrical components — are considered final sale items and are non-refundable, unless found to be faulty under Australian Consumer Law.
These parts are not eligible for return due to change of mind, incorrect diagnosis, or incorrect part selection.
Customers are responsible for verifying compatibility prior to purchase. If unsure, please contact our technical support team before ordering.
Service parts that are found to be non-defective, or damaged due to incorrect handling or installation, will not be refunded.
In the event of a warranty claim, the part may be subject to testing or inspection. If the component is found to be functional or the issue is due to misuse or improper installation, the return will be declined and the item returned at the customer’s expense.
To ensure smooth handling and avoid delays, all returns must be arranged and approved by our team in advance. Items received without prior authorisation may experience processing delays or be declined upon inspection.
Return Process
Any request for a product return or refund must be submitted within 14 days of receiving your order and sent via email to customersupport@robotspecialist.com.au. Please include the following in your request:
- Your invoice, repair, or sales reference number
- A clear description of the item and reason for return
- Any relevant photos or documentation (if applicable)
Once received, our team will review your request and respond to discuss the next steps. Please do not return items without prior communication and approval.
Refunds will only be processed to the original payment method used for the purchase.
Return Shipping & Liability
Customers are responsible for all costs associated with returning items to us, except where the return is due to an error on our part (e.g. incorrect item supplied). Return postage is non-refundable, unless the product is confirmed to be faulty under the Australian Consumer Law.
All returned goods remain the responsibility of the customer until they are received and accepted at our warehouse. We strongly recommend:
- Using a tracked and insured shipping method
- Packing all items securely to prevent transit damage
Robot Specialist is not liable for:
goods lost, delayed, or misrouted in transit
goods damaged due to insufficient packaging
goods returned in error or without approval
For incorrectly ordered items, a postage deduction will be applied to the refund — either $9.95, or the actual shipping cost incurred by us, whichever is greater. This applies even if your original order qualified for free shipping, as outbound shipping costs are still borne by our warehouse.
Condition of Returned Items
Returned products must be in original, undamaged, and resellable condition, including all packaging, accessories, and inserts. Returns that arrive:
Incomplete or missing components
Used or showing signs of installation
Damaged or poorly packaged
Without original packaging
…may be refused and returned at your expense, or may incur a restocking fee of up to 30%, at our discretion.
Please email us the tracking number once your return has been dispatched, so we can monitor the shipment from our end.
Return Shipping Address:
Robot Specialist Returns
112 Herald Street Cheltenham VIC 3192 Australia
1300 697 049
When shipping back your item, please include a copy of your:
- Order/invoice/receipt
- Full name and contact details
- Brief note explaining the return and the name of the staff member you spoke with (if applicable)