The Botsdex Purchase Guarantee

You are buying a machine that arrives on a truck, in a crate, often from another country. The Botsdex Purchase Guarantee covers the two things that can go wrong between a seller taking your money and you switching a robot on: it does not arrive, or what arrives is not what you bought.

It applies to every paid purchase, rental, and lease charge on Botsdex, from every seller. A seller cannot shorten it, waive it, or contract out of it, and declaring a listing final sale does not exclude a covered claim.

For rentals and leases, the Guarantee covers the agreed handoff, the condition and material description at handoff, non-delivery, safety, and fraud. It also covers an agreed return or pickup that the seller fails to perform. It does not convert ordinary wear, late return, misuse, or buyer-caused damage into a seller failure.

You can raise a claim when all of these are true:

• You paid for the transaction through Botsdex. Transactions paid for or completed outside Botsdex are not covered.
• It is within 180 days of delivery (or, for a rental or lease, of the last day of your booking or the affected lease milestone). Safety issues and suspected fraud may be reported at any time, but the available remedy depends on applicable law, the evidence, elapsed time, use, and the affected payment.
• For a claim other than a safety issue or suspected fraud, you contacted the seller through the order messages and allowed them 48 hours to propose a resolution. Safety issues and suspected fraud may be escalated directly to Botsdex.

When an eligible purchase claim is upheld, the buyer receives the covered refund described below, including the product price and applicable shipping amounts.

For a rental or lease, the remedy is applied to the affected booking or charge. This may include a full refund of the affected rental or lease charge, unused prepaid periods, delivery or return freight, a corrected booking, a replacement unit, or another remedy stated in the order. The resolution may also require future lease charges to be cancelled or adjusted. A buyer is not responsible for a seller-caused return or for a period that was not delivered or usable under the order.

For an upheld covered claim, the seller is responsible for covered return shipping. Follow the return instructions provided through the resolution process, and do not return a robot before those instructions are confirmed.

Claims reported as “Something else” are assessed individually. Any remedy depends on the facts, evidence, order terms, and applicable law.

Open the order in your account and message the seller so the communications and supporting evidence are recorded with the order.

• Tell the seller. Describe the problem and what you want. Photograph the crate before you unpack it and the robot before you power it on. These records may be required to assess a damage claim.
• Give them 48 hours. Allow the seller that period to propose a resolution before escalating an ordinary claim.
• Escalate to Botsdex. If they have not resolved it, the “Report a problem” option on the order opens a formal claim. We read the order, the messages and the evidence from both sides.

Botsdex reviews the order, messages, and evidence submitted by both parties. Decisions are made for the individual claim, and we will communicate the outcome and reasons, subject to safety, privacy, fraud-prevention, and legal limitations.

If you ask your bank or card provider for a chargeback on the same payment, Botsdex may pause its Guarantee review to prevent duplicate recovery. The payment provider's process determines the payment dispute and does not limit rights that cannot be waived.

For a rental or lease dispute, include the booking dates or lease milestone, delivery and pickup evidence, operating hours, damage evidence, return tracking, and any disputed recurring charge. An unresolved claim is not proof that either party is responsible.

A change-of-mind return is separate from a covered Guarantee claim. It is governed by the seller's return policy shown before payment and by mandatory law. Customized or configured products may have limited change-of-mind rights where the law permits, but a final-sale designation does not limit the Guarantee or mandatory rights.

The seller's applicable return terms are shown on the listing before payment and captured in the order record. Review them before purchasing.

Four things make up a seller’s terms, and each one is shown on the listing:

• The window. How many days after delivery you have to change your mind, not days after you ordered. Zero days means final sale, subject to the Guarantee and mandatory law.
• A restocking fee, if the seller charges one. It is a percentage of the robot’s price, withheld from your refund, and we cap it at 30%.
• Who pays return shipping. On a change of mind this is determined by the seller's stated return policy and applicable law.
• Return conditions. These may include the original crate and packing, product condition, and limits on operating hours. A return that does not satisfy valid disclosed conditions may be refused where permitted by law.

To request a change-of-mind return, open the order and message the seller. These returns are handled under the seller's stated terms, the Guarantee, and applicable law.

This change-of-mind section does not govern the scheduled return of a rented or leased robot. The applicable rental or lease terms and mandatory law govern return, inspection, damage, late-return, and deposit obligations.

• Change of mind, which is governed by the seller’s stated policy on the listing.
• Wear, damage or faults you caused after taking delivery, including damage from operating the robot outside the conditions the seller documented.
• Rental or lease use charges that are correctly stated in the order, including ordinary wear, agreed minimum terms, late return, excess use, or buyer-caused damage.
• Ordinary servicing and consumables, unless the need for service reflects a covered breach of the description, warranty, or order terms.
• Consequential or business losses, including downtime, lost output, lost profit, or a missed deadline. The Guarantee covers the payments and freight expressly described above.
• Anything bought or paid for off Botsdex, even with a seller you first found here.

For an ordinary claim, the seller receives notice and has 48 hours to propose a resolution before escalation. Safety issues and suspected fraud may be escalated directly. If a claim is escalated, Botsdex reviews the order and evidence from both parties before deciding the outcome.

A seller is responsible for remedies arising from its covered non-delivery, misdescription, damage, safety issue, or other breach, including covered freight. Sellers must package safely, describe products accurately, fulfil accepted terms, and preserve relevant records.