Last Updated: Sep 30, 2025

At RoboCT, product quality and customer satisfaction always come first. If for any reason you are not completely happy with your purchase, we want to make the return and refund process as smooth as possible, just as our exoskeleton assist system. Please review the following policy carefully.

Scope

• This policy applies only to purchases made directly through the official RoboCT Online Store (hereafter "RoboCT").
• For products purchased via authorized resellers or third-party platforms, please contact them directly and follow their return policies.

Return Period

• You may request a return within 14 calendar days of receiving your product.
• Once your request is approved, you must ship the product back within 14 calendar days.
• If the product is not shipped back within this timeframe, the request will be automatically canceled.

Return Eligibility

Returned products must be unused, unactivated, and in a condition that does not affect secondary sales. All original accessories, manuals, tags, gifts (if any), and packaging must be included and remain intact. Returned items will be inspected upon arrival. Items not meeting these conditions may be denied or refunded at a reduced amount.

Special Cases

Damaged, Defective, or Incorrect Items:

• If your item arrives damaged, defective, or incorrect, please contact us within 7 days. We will cover all shipping costs for return and replacement.
• If defects occur after 14 days but within the warranty period, please file a warranty claim by contacting: service@roboct-exo.com.

Damage from Improper Handling: Products damaged due to misuse, unauthorized disassembly, mishandling or modification are not eligible for return. In such cases, repair support is available via RoboCT Customer Support.

Missing Accessories or Packaging: Returns that are incomplete (missing parts, gifts, packaging) or not in new/ like-new condition (with cracks, dents or scratches) may be rejected or subject to partial refund.

Customized Products: Products with customized engravings or other personalized modifications are non-returnable.

After-Sales Parts: Due to transport and handling reasons, spare parts are excluded from returns.

Return Procedure

1. Send your request to service@roboct-exo.com to initiate a return. The request should include:

• Your order number and device serial number.
• A reason for return (e.g., change of mind, defect) with supporting evidence (photos, videos, screenshots, app log files if applicable).

2. Our team will review your request within 2 business days and provide further instructions.

3. If approved, ship the product back in its original packaging to the return address provided by our support team.

4. Once received, we will conduct a quality check and update you on the status.

Important Notes:

• Unauthorized returns may not be accepted. Please always contact Customer Support first.
• Please ship to the address provided by our team. Packages sent elsewhere may get lost.
• Use a trackable shipping service and share the tracking number with us. RoboCT is not responsible for lost shipments during the return process.
• Always reuse the original box and packaging to prevent damage in transit. Please follow the notes above closely, otherwise you could also be liable for the loss or extra damage of the returned products.

Refunds

Refund Timeline

Refunds are issued within 7 business days after we receive and inspect the return. Your bank or PayPal may take an additional up to 7 business days to credit the refunds to your original payment account.

Refund Amount

Non-defective returns are subject to a service fee and return shipping costs. Please consult the table below for the service fee amounts.

Non-defective returns are subject to a service fee of 10% to 30% and return shipping costs.

Package Status	Product Category	Service fee*
Unopened	Exoskeleton	10%
	Accessories	10%
Opened, Unused	Exoskeleton	15%
	Accessories	20%
Opened, Used	Exoskeleton	20%
	Accessories	30%

*Service fees cover inspection, restocking, and handling.

Refund Notice

PayPal and credit card issuers charge certain bank fees, which may affect the final amount you receive.

Currently, we can only issue refunds to the original payment account used for the purchase. If you wish to redirect the amount to another account, please contact your bank directly for more information.

Order Cancellation

We strive to process and deliver your orders efficiently and promptly. If you wish to cancel an order, please contact us within 2 hours of purchase to arrange a cancellation. If your order exceeds the 2-hour period:

In-stock items may already be undergoing internal processing, handed over to a carrier, or in transit, and therefore can no longer be canceled.

For pre-order items, if you wish to cancel your pre-order before shipping, please contact our customer service.

Notes on Failed Cancellation

If it is too late to cancel your order, please contact our customer service immediately upon receipt of the package to initiate a return and refund request.

Please avoid filing a dispute or chargeback. Such actions can lead to an extended review by the credit card issuer and prolong the refund process by up to 90 days.

Please avoid refusal of the delivery by not paying customs fees or refusing to sign for it. Such actions can result in the package being returned, destroyed, or lost. In such cases, all incurred customs, shipping, and other fees will be deducted from the total refund amount.

Policy Updates

We may update this policy at any time. The “Last Updated” date at the top indicates when changes take effect. Your continued use of our website and services means you accept the updated terms. RoboCT reserves the right of final interpretation of this policy.

📧 For all return and refund inquiries, please contact: service@roboct-exo.com.