HOW TO EXCHANGE OR RETURN AN ITEM

We offer a FREEPOST service for all exchanges and returns. All items returned must be unused with the original tags attached and in the original packaging. Our full exchange and returns policy is outlined below.

You are responsible for the item(s) until they reach us. Therefore, we recommend using our FREEPOST service or a recorded delivery service which requires a signature. For exchanges, we offer a free postage method via a pre-paid postage label. If you do not use the pre-paid postage label, please be aware that postage costs are your responsibility.

FREE EXCHANGE PROCEDURE

//STEP 1. Download our FREE Exchanges & Returns form.

//STEP 2. Print out and complete the exchanges and returns form. Don’t forget to cut out the pre-paid post label.

//STEP 3. Pack up the item(s) and attach the pre-paid post label to the parcel. Take the parcel to your local post office and request a proof of postage (this is free of charge). Post item(s) back to us at:

Robot Brands Limited
PO Box 766
Chichester
PO19 9RQ

You are responsible for the item(s) until they reach us. For your own protection, we suggest you acquire a proof of postage from your local Post Office or use a secure delivery method, which requires a signature upon delivery, if you do not use our pre-paid service.

//STEP 4. When we receive your returned item(s), your requested exchange item(s) will be sent out on our standard 1-3 day Mainland UK service, we typically process exchanges the same day as receiving the exchange. International exchanges will be processed same day upon receipt and delivery time will be according to your destination. View our estimated delivery times here.

Please note: The pre-paid returns label can only be used for UK and Channel Islands addresses. Some restrictions apply, e.g. large items that the post office will not take such as parcels weighing over 2kg. If you are exchanging a large or heavy item please contact us first because it will not be covered by the pre-paid label. International exchanges and returns shipping is at the cost of the buyer to return the goods but we will not charge to send you any exchange item(s).

RETURNS PROCEDURE

If for any reason your item is not as ordered or faulty, please email Customer Services on sales@robotsarecool.com before returning your item. We will cover all costs for item return on all faulty or incorrect items received. In the event an item is faulty, please provide a brief description of the fault to aid us in processing the return quickly.

//STEP 1. Download our FREE Exchanges & Returns form.

//STEP 2. Print out and complete the exchanges and returns form. Don’t forget to cut out the pre-paid post label.

//STEP 3. Pack up the item(s) and attach the pre-paid post label to the parcel. Take the parcel to your local post office and request a proof of postage (this is free of charge). Post item(s) back to us at:

Robot Brands Limited
PO Box 766
Chichester
PO19 9RQ

You are responsible for the item(s) until they reach us. For your own protection, we suggest you acquire a proof of postage from your local Post Office or use a secure delivery method, which requires a signature upon delivery, if you do not use our pre-paid service.

//STEP 4. Upon receiving the item(s) back into our warehouse, we will issue a full refund for the item(s) being returned. Please note, the original postage cost is not refundable. If any items returned do not meet our strict standards, no refund will be given and the item(s) will be returned to sender. Please read our Returns Policy below carefully before returning your item(s).

RETURNS POLICY

• We guarantee that if you are dissatisfied with the goods you have ordered we will exchange them or give you a refund.
• You have 14 days from the time you receipt your goods to notify us that you wish to return them to us, in which case a full refund will be given to you. Please note that in the case of faulty merchandise we will bear the cost of postage, but if you simply have a change of heart we will refund only the cost to the of the item (s).
• All items must be returned in their original condition and packaging with all labels intact.
• These conditions do not affect your statutory rights.
• This policy complies with the Consumer Protection (Distance Selling) Regulations 2000.

IMPORTANT RETURNS INFORMATION

All items must be returned in a sellable condition including the original tags and in the original packaging. If you are returning an item using the FREE Returns Service you must keep a postage receipt. If the items do not make it back to us, we cannot give you a refund or exchange if you cannot produce this proof of postage. If you wish to return or exchange any item(s) please download and print the download our FREE Exchanges & Returns form. This form includes full, detailed instructions on how to exchange or return goods. This simple form that we ask you to fill in allows us to quickly process your refund or exchange. If you are having any problems downloading or viewing the form, please email us.

If goods are not returned in the condition in which you received them we reserve the right to refuse any refund or exchange and the all items will be returned to sender. This includes dog hair, make up, smoke smell, having been washed, etc.

For items not sent using the pre-paid post label, you are responsible for any item(s) sent back to us until they are received by ourselves. Therefore, for expensive items, we recommend returning items to us via an insured method such as Royal Mail Recorded or Signed For delivery that will require us to sign for them. On lesser value items, you should obtain a certificate of posting from your Post Office when you send the item(s) back to us. No charge is made by the Post Office for this service.

All exchanges are dispatched via our standard 1-3 day Mainland UK service.

ALL RETURNS MUST BE NOTIFIED TO US WITHIN 14 DAYS OF RECEIPT OF GOODS.

NEED SOME HELP?

If you have any question relating to your order, please contact our Customer Services team who will be happy to assist you.