Returns Policy

This policy tells you how to return a product to Tribotix Pty Limited.

Please note that all products, with the exception of ex-demo, ex-rental, soiled, clearance, second hand, imperfect or damaged, are sold with a manufacturer’s warranty, unless otherwise noted.

If you have any questions, please call our Customer Service Centre on +61 2 49578255 or email Tribotix, email details can be found here

Please note that wilful damage, misuse, unauthorised repair or tampering with a product may prevent your product being accepted for return.

If your product is dead on arrival, damaged In transit or incorrectly shipped, contact our Customer Service staff. To expedite your return, Tribotix Pty Limited (“Tribotix”) recommends that these products be returned to Tribotix within 14 days of purchase. You will be Issued with a Return Authorisation Number, in accordance with our Returns Policy.

Tribotix will not accept any goods for return which do not have a Return Authorisation Number. Each Return Authorisation Number is only valid for one product and must match the product authorised for return. The Return Authorisation Number is valid for 7 days, so Tribotix must receive the returned product into our warehouse within this period.

You will need the following information, most of which will be on your packing slip or invoice before Tribotix can issue a Return Authorisation Number:

• Name and contact details of original purchaser
• Invoice number or order number
• Part number of product to be returned
• Item serial number(s)
• Date on packing slip or invoice
• Whether the product box has been opened
• Reason for return

You will need to package and address the product for return. You can return the product to one of our Business Centres or Tribotix will arrange to pick the product up from you. Tribotix will only arrange to collect goods that are dead on arrival, damaged in transit, or incorrectly shipped. You will need to keep a copy of the consignment note as proof that the product has been picked up from you, otherwise Tribotix may only be able to offer you a replacement product, not a refund.

Tribotix will test all products returned this way within 7 working days of receipt into our warehouse. Some products may need to be returned to the manufacturer for testing.

If you return a product because it was dead on arrival but Tribotix find that the product is in full working condition or any defects or damage were caused after you took receipt of the product, it will be returned to you. You will be invoiced a processing fee and any freight costs associated with the return. These invoiced amounts will be payable within 30 days of receipt of invoice.

If Tribotix (or the manufacturer) determine that the product is defective, Tribotix will issue a credit for the original purchase price of the product and associated freight costs.

If you receive a product that is damaged in transit from Tribotix to you, you should refuse to accept delivery of the product, direct the courier to “Return goods to sender” and notify our Customer Service staff immediately.

If you have already accepted delivery, and then notice that the product appears to have been damaged in transit, you should notify our Customer Service staff immediately.

If your product is in full working condition or any defects or damage were caused after you took receipt of the product, it will be returned to you and you will be invoiced a processing fee and any freight costs associated with the return. These invoiced amounts will be payable within 30 days of receipt of invoice.

If Tribotix (or the manufacturer) decide that the product is defective, Tribotix wilt issue a credit for the original purchase price of the product and associated freight costs.

If you receive a product that is incorrectly shipped (different to the one you ordered), Tribotix will arrange for the product to be collected from you. If Tribotix find that the product was shipped correctly (for example, where you have ordered the wrong product by mistake), it will be returned to you and you will be invoiced a processing fee and any freight costs associated with the return. These invoiced amounts will be payable within 30 days of receipt of invoice.

If the product was incorrectly shipped, Tribotix will issue a credit for the original purchase price of the product and associated freight costs.

For all other returned products you will also need a Return Authorisation Number.

Contact Tribotix to receive your Return Authorisation Number.

You must make sure that the returned product is suitably packaged in order to prevent damage during return shipping. Tribotix will not accept responsibility for goods, which are damaged whilst in transit back to Tribotix. Do not write on or attach labels to the product being returned, otherwise the return may not be accepted.

Write the Return Authorisation Number on the outside of the shipping carton so it is clearly visible, and address it to the following address:

A copy of the original packing slip or invoice, or other proof of purchase, must be included with the returned product. If such proof of purchase is not provided, Tribotix may only be able to offer a replacement product, and not a refund.

You are responsible for all costs associated with return of the product to Tribotix and Tribotix will not pay or reimburse any associated costs. Tribotix recommends that products returned by post be sent by registered or certified mail. Tribotix accept no responsibility for loss or damage occurring in transit If a product is not returnable under this policy and/or is not returned to Tribotix in the original unopened packaging, it may be returned to you at your cost.

Tribotix reserves the right to refuse any returns that are:

• incomplete or
• missing parts; or are not returned in their original packaging; or
• show signs of physical damage to the product or its packaging; or
• do not include a valid Return Authorisation Number on the shipping label- or
• have an expired Return Authorisation Number ;or
• have not been returned within 14 days of purchase.

Except for product sold on a “No Return Basis” Tribotix offers a strict-14-day return policy for product in its original, unopened and undamaged packaging. You must contact our Customer Service staff within 14 days of shipping of the product to return a product in this way.

You will be issued with a Return Authorisation Number. You will need to package and address the product for return. Tribotix will not pay nor reimburse any costs associated with a customer-initiated return of unopened product.

For products in their original, unopened and undamaged packaging, a credit will be issued for the original purchase price of the product less any associated freight costs.

If you receive a faulty product or the product develops a fault, you may be able to return it as dead on arrival or damaged in transit if it is within 14 days of purchase. If not. it may be covered by the manufacturer’s warranty or our Tribotix Extended Warranty (if you have purchased one). All faulty product returns with an invoice date of more than 14 days since purchase will be treated as a manufacturer’s warranty claim.

Please note that all products, with the exception of ex-demo, ex-rental clearance, second hand, imperfect or damaged products are sold with a manufacturers warranty, unless otherwise noted.

If a product purchased from Tribotix develops a fault after 14 days from original purchase and is within the manufacturers warranty period. Tribotix recommends that in the first instance you contact the manufacturer or their authorised service centre or agent for warranty service.

Warranty periods and service levels vary by manufacturer and product.

If a manufacturer offered to accept an opened product for return, then Tribotix will honour this. The manufacturer will direct you to return the product to either Tribotix or the manufacturer, its agent or another service provider.

If the manufacturer directs you to return the product to the manufacturer, agent or a third party, then you should arrange for the product to be returned as directed and otherwise in accordance with the manufacturers returns policy. The manufacturer will then organise any refund, repair or replacement payable under the policy. The manufacturer will then organise any refund, repair or replacement payable under the policy.

If the manufacturer directs you to return the product to Tribotix as the retailer, then you should contact our Customer Service staff as soon as possible.

You will be issued with a Return Authorisation Number, but you should tell our Customer Service staff that the goods are being returned under the manufacturer’s returns policy. You should also provide any additional information that may be required under the manufacturer’s returns policy.

Where possible you will need to package and address the product for return and you will need to arrange for return delivery of the product to Tribotix. Tribotix must receive the product by the time specified by the manufacturer. Otherwise, the return may not be authorised in some circumstances.

Please note that repair timeframes are subject to each manufacturer’s warranty repair service and may vary.

Upon receipt of a faulty product, Tribotix will return the product to the manufacturer or its authorised service centre or agent for assessment.

If the fault could not have been detected at purchase, and is not due to wear and tear or misuse, Tribotix will offer you a repair, replacement or refund, as appropriate.

If the fault does not fit the above criteria and is not covered under the manufacturer’s warranty or extended warranty (where applicable), then Tribotix will provide you with a quote for the repair costs and ask if you wish to proceed with the repair. If you decide not to proceed with the repair, the manufacturer may charge you an inspection fee.

Once the product is returned to Tribotix, Tribotix will arrange return delivery of the product to you. For products where the fault does not fit the above criteria and is not covered by the manufacturer’s warranty or extended warranty (where applicable). Tribotix will require payment of the manufacturer’s service charges and any costs associated with processing of the return prior to returning the product to you.

If the product has not been validly returned under a manufacturer’s return policy, it will be returned to you and you will be invoiced a processing fee and freight costs associated with the return. These invoiced amounts will be payable by you within 30 days of receipt of invoice.

Tribotix will not accept any opened product for return unless the product is returnable under this policy, or under a Tribotix Extended Warranty, a manufacturer’s warranty or other contract or law.

Examples of opened products which Tribotix will accept for return are:

• dead on arrival, damaged in transit or incorrectly shipped product
• product which develops a fault due to a cause occurring prior to purchase

The term no return basis means that, unless the product is dead on arrival, damaged in transit, incorrectly shipped or otherwise returnable under:

• a manufacturer’s warranty or
• other contract or statute, or
• statutory warranty (e.g. if the product is faulty),

the product will not be accepted for return.

Examples of products sold on a no return basis include: –

• Custom-built Products
• Ex-demo products
• Ex-rental products
• Clearance products
• Licensed software
• Products with a “Price Markdown” label
• Products with a “No Return basis” label
• Products specially ordered for a customer (examples, but not limited to: ROBOTIS OP3, ROBOTIS Manipulator, DXL PRO’s, Hokuyo LRF’s)
• Product listed on the packing slip or invoice as “No Return”
• Auction items

Examples of no return basis products which Tribotix would accept for a return are: Dead on arrival or damaged in transit product.

Tribotix will normally issue a credit note within 28 working days of Tribotix receiving the goods returned in accordance with this policy, with the exception of goods that are not obviously faulty and may require testing. The credit note which is issued can then be used as a payment against future purchases or converted to a refund.

Where a product is returned because you believe It is faulty and the fault cannot be observed by our internal testing, the product may need to be tested by the manufacturer. In such cases, the testing process may result in delays of up to 3 months before Tribotix can determine whether a credit note will be issued.

In some circumstances, a replacement product or repair will be offered instead of a full refund. Tribotix will consult with you and act in accordance with relevant warranties, other contracts and statutes.

All claims for service not covered by any kind of warranty should, in the first instance, be directed to our Technical Service staff, email details can be found here

You will be issued with a Return Authorisation Number, but you will need to specify that the goods are being returned for non-warranty service or repairs.

You will need to package and address the product and arrange for return delivery of the product Tribotix. Tribotix will not pay or reimburse any costs associated with a customer-initiated shipment for non-warranty service or repairs.

Upon receipt of the product. Tribotix will return the product to the manufacturer or its authorised service centre or agent for repair. The product will be repaired at the sole discretion of the manufacturer. Once the manufacturer has determined a repair cost. Tribotix will advise you of the quoted repair costs and ask if you wish to proceed with the repair. If you decide not to proceed with the repair, the manufacturer and/or Tribotix may charge you an inspection fee.

Once the product is returned to Tribotix, Tribotix will arrange return delivery of the product to you. Tribotix require payment of the manufacturers service charges and any costs associated with processing of the return prior to returning the product to you.