Refund policy
Returns/Return Merchandise Authorization(RMA)
Important: All returns require prior authorization by Trossen Robotics as well as a completed RMA Form. Any merchandise returned without prior approval or without a completed RMA form will be rejected. Contact us at 866.478.3731 or via support@trossenrobotics.zohodesk.com
Once you have received your RMA number, please send your items and completed RMA to:
Trossen Robotics
ATTN: Warranty / Repair RMA#___
2854 Hitchcock Avenue
Downers Grove, IL 60515
Unopened Item Returns
Trossen Robotics will accept return requests on most unopened merchandise up to 15 days after the order has been received (requests after 15 days of receiving shipment will be denied). Shipping costs will be the responsibility of the customer. Customers can choose to exchange an unopened item or a full refund, minus a 15% restocking fee. Refunds will be issued in the same manner payment was received.
Opened Item Returns
If you have opened or used merchandise please contact us via the contact information above. Open item returns may be considered up to 15 days after receiving shipment. All open item returns are at the discretion of Trossen Robotics and may be subject to a 15% restocking fee. Shipping costs will be the responsibility of the customer. Note: this does not include defective merchandise.
Defective Merchandise
If any of your items are defective please contact us immediately via the contact information above. Defective merchandise return requests will be honored up to 15 days after the order has been received by the customer (requests after 15 days of receiving shipment will be denied). When sending defective merchandise back, please include a detailed written description of the defect and steps on reproducing the problem. If no problem can be found, merchandise will be shipped back to the customer at their expense. Additional fees may be assessed for missing hardware. If a problem is found, customer will receive a replacement or credit up to the full amount of the item. Shipping costs on defective merchandise will be paid by Trossen Robotics.
Inaccurate Shipments
Opened Item Returns
We here at Trossen Robotics strive to maintain 100% accuracy in order fulfillment, however mistakes sometimes happen. If your order is inaccurate for any reason please contact us immediately at 866.478.3731 or via email: trsupport@trossenrobotics.com.
Missing Items
If you are missing any items please contact us immediately via the contact information above. Requests for missing merchandise will be honored up to 15 days after the order has been received by the customer (requests after 15 days of receiving shipment will be denied). Trossen Robotics will cover the cost of shipping for missing items via the most economical shipping method available (typically UPS Ground for domestic orders and USPS Priority International for international orders).
Wrong Item (Packing Error)
If upon receiving your order you realize that you have ordered the wrong item(s) please contact us immediately via the contact information above. Returns / Exchanges for “wrong” orders will be honored up to 15 days after the order has been received by the customer (requests after 15 days of receiving shipment will be denied). After contacting us, please send unwanted merchandise back, Trossen Robotics will ship out replacement merchandise only after unwanted item(s) have been returned. Shipping costs, taxes, customs charges will be the responsibility of the customer.
Missing Items
If you are missing any items please contact us immediately via the contact information above. Requests for missing merchandise will be honored up to 15 days after the order has been received by the customer (requests after 15 days of receiving shipment will be denied). Trossen Robotics will cover the cost of shipping for missing items via the most economical shipping method available (typically UPS Ground for domestic orders and USPS Priority International for international orders).
Warranties, Repairs & Replacements
All products available for purchase at Trossen Robotics.com are bound by the warranty policies of the manufacturer. Before purchasing any products customers should review the warranty information provided by the manufacturer. Please Note: Be sure to check to see if the manufacturer’s warranty is valid in your country.
Domestic Return Shipments
Warranty based returns, exchanges or repairs on domestic orders will be sent via UPS Ground unless otherwise agreed upon by Trossen Robotics and the customer after defective merchandise has been returned. In the event that a return or exchange needs to be expedited please contact us at 866.478.3731 or via email: support@trossenrobotics.zohodesk.com.
International Return Shipments
Warranty based returns, exchanges or repairs are subject to the manufacturer’s terms and conditions. For help with Warranty based international returns, exchanges or repairs please email: support@trossenrobotics.zohodesk.com.