Effective Date: April 10, 2026

1. Platform Guarantee and Statutory Rights

For eligible purchases on Robotsdesk.com (the “Platform”), customers may return items within 14 calendar days of delivery for a full refund (the “14‑Day Free Return Guarantee”). Vendors will arrange and pay standard return shipping for eligible returns.

This Policy provides a minimum guarantee and does not limit statutory consumer rights under the Sale of Goods Ordinance (Cap. 26), Consumer Goods Safety Ordinance (Cap. 456). Customers retain the right to reject goods within a reasonable time if defective, unfit for purpose, or not as described.

2. Scope and Applicability

This Policy applies to transactions between Customers and Vendors facilitated by the Platform. Vendors must clearly display any deviations, extended return terms, or exceptions on each listing. The Platform may amend this Policy; changes apply to purchases made after the effective date shown.

3. Eligibility

Eligible items are new, unused items returned in original packaging with all accessories, manuals, and proof of purchase, free from customer-caused damage.

Customer-caused damage means physical damage from misuse, neglect, accident, or unauthorized modification, evidenced by objective inspection photographs and detailed reports. Items returned within 14 days are presumed free from customer-caused damage unless the Vendor provides clear photographic evidence.

Non-eligible items include those expressly marked “non-returnable,” custom or bespoke robots (programmed to customer specifications or post-purchase modified), opened consumables (batteries, sealed filters), and downloadable software licenses.

Software and firmware defects, including bugs and compatibility issues, are eligible for return. Vendors must provide updates and technical support within 7 business days.

4. Hazardous and Regulated Products

Vendors selling high‑voltage, battery‑powered, lithium‑ion, combustible, pressurized, or otherwise hazardous/regulated robots must clearly disclose any return restrictions and handling requirements in the product listing before purchase.

Vendors must provide, prior to order confirmation, complete return instructions that comply with applicable laws and carrier rules. Instructions must include required packaging specifications, approved carriers or shipping methods, labeling and hazmat documentation, and any advance pickup or drop‑off procedures.

Returns that require specialized handling (for example, discharging batteries, removing fuel cells, or secure containment) may be accepted only if the vendor supplies prepaid, compliant return shipping and clear step‑by‑step preparation instructions for the buyer.

The vendor is responsible for costs, liability, and regulatory compliance for returns of hazardous or regulated products unless the product listing explicitly states otherwise and the buyer consents at purchase.

Return shipping for hazardous items must use the vendor’s nominated carrier and comply with the Hong Kong Dangerous Goods Ordinance (Cap. 295) and any applicable carrier requirements. Vendors are responsible for ensuring return packaging, labeling, and documentation meet legal and carrier standards. If a customer cannot safely return a hazardous item because the vendor failed to comply, the Platform will issue a refund and may dispose of, quarantine, or arrange for compliant collection of the item; the vendor remains liable for any costs, fines, or damages arising from non‑compliance.

The marketplace may refuse returns, require vendor pre‑approval, or impose additional safety checks for hazardous returns to protect carriers and consumers.

Examples: lithium‑ion battery packs, robots with high‑voltage power modules, compressed gas systems, or devices containing regulated chemicals.

Vendors must keep records of hazardous returns and provide proof of compliant disposal or refurbishment for at least 1 year upon request.

5. How to Initiate a Return

Customers initiate returns through My account > Orders > Feedback within 14 calendar days of delivery. Vendors will respond within 48 hours. For approved standard returns, Vendors will email a prepaid return shipping label and packing instructions. Customers must securely pack items in original packaging with all included materials.

6. Shipping Fees and Cost Allocation

• Standard eligible returns: Vendors pay standard return shipping.

• Product-issue returns (defect, wrong item, misrepresentation): Vendors pay standard return shipping.

• Buyer’s remorse or discretionary returns: Customer pays return shipping unless the listing explicitly states otherwise. Listings must disclose expected return-ship costs prior to purchase.

• Oversized/heavy/hazardous returns: Vendors bear return shipping costs and follow special carrier requirements disclosed on the listing.

• International returns: Vendors pay standard postage for eligible returns. Vendors reimburse customers for recoverable import duties upon approval, provided proof of payment is provided. Vendors bear all re-export duties and customs fees.

• Fraud or ineligible returns: Platform may charge customers for return shipping, restocking, or repair costs and may refuse refunds.

7. Vendor Inspection, Refund Timing, and Disputes

Upon receipt, the Vendor must inspect the returned item within 6 business days and report results via the Platform. If approved, the Platform will issue a full refund to the original payment method within 3 business days of approval. If a refund is not received within 14 business days of approval, the customer may escalate to the Platform for investigation.

If the Vendor disputes eligibility or condition, the Platform will notify the Customer and request evidence within 5 business days. The Customer will have 5 business days to respond. The Platform will issue a written, reasoned decision within 7 business days. The Platform’s decision is binding on the return transaction but does not limit either party’s right to pursue legal remedies or independent dispute resolution.

8. Exchanges and Repairs

Exchanges or repairs are handled by Vendors per their published policy on the listing. If a Vendor offers an exchange or repair in lieu of refund, timelines and costs must be clearly stated. The 14‑Day Free Return Guarantee remains the default refund pathway unless the listing states a longer, fully disclosed alternative.

9. Refunds: Duties, Taxes, and Shipping

Refunds include the item purchase price and recoverable duties and taxes. Outbound shipping costs paid by the Customer are refunded only where required by law or stated on the listing. Non-recoverable duties or taxes will be disclosed on the listing and are the Customer’s responsibility unless the Vendor agrees otherwise in writing.

10. Statutory Warranties

This Return Policy supplements statutory warranties under the Sale of Goods Ordinance (Cap. 26). Customers have the right to reject goods within a reasonable time if defective, unfit for purpose, or not as described. For defective or non-conforming robots, customers may request repair, replacement, or refund at the Platform’s discretion, subject to statutory requirements.

11. Vendor Obligations and Enforcement

Vendors must accept and enforce this Policy as a condition of listing unless an explicit, disclosed exception appears on the listing. Vendors must maintain accurate return records and cooperate with Platform audits.

Failure to comply may result in mandatory mediation, financial penalties, withholding of payouts, suspension, or termination of Vendor privileges per the Part B of these Terms and Conditions. The Platform will provide written notice and 7 days to cure non-compliance before imposing penalties.

12. Liability and Data Protection

Vendors are responsible for product safety, defects, and legal compliance. The Platform’s liability for return-related claims is limited to amounts paid for the product, except where limitation is prohibited by law or the Platform’s negligence is established. Nothing in this Policy limits statutory consumer rights or liability for personal injury, death, or breach of statutory duties.

The Platform will handle all customer data, photographs, and inspection reports in accordance with the Personal Data (Privacy) Ordinance (Cap. 486). Customers consent to Platform and Vendor sharing inspection evidence for dispute resolution.

13. Contact and Support

For questions, contact support@robotsdesk.com. Include order number, product SKU, and issue description.