Returns & Refunds
If you wish to return goods, we kindly request that you first submit an RMA request to order@robustel.com . All returns must be accompanied by an RMA approved by Robustel. Refunds will be processed by Robustel after the returned items are received and inspected.
To be eligible for a return, your item must be in the same condition that you received it, and unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
1. Returns
Robustel offers to return or exchange service for most items within 14 days of receiving products. Certain types of items cannot be returned, like custom products (such as special orders or personalized items), Please get in touch if you have questions or concerns about your specific item.Unfortunately, we cannot accept returns on sale items or gift cards.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
2. Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
3. Repairs (within Warranty Period)
Free repair service is available for most items (excluding consumables) within the warranty period. Robustel will ship out the repaired items after test and verification.
4. Order Cancellation
Robustel allows cancellation of all orders within 24 hours after placing an order. If you wish to cancel your order after submission, please send an email to order@robustel.com with a cancellation request. Our team will process your request within 24 hours of receiving it. If you cancel the order within 24 hours and the order has not yet been shipped, no fees will be charged, and we will issue a full refund of your payment. However, if the order has already been shipped or exceeds the 24-hour cancellation window, your cancellation request will not be valid. All associated costs arising from this situation will be borne by the customer. In such cases, you may submit a refund request after receiving the order. For details, please refer to Item 1 "Returns" on this page. Please note that returns for reasons other than product quality issues require customers to cover all related costs, including return shipping fees, taxes, and other charges.
5. Order Rejection
Robustel does not accept the return of products without reason. After the product has been sent, if the buyer rejects the product resulting in the return of the product, the buyer shall bear the full cost of the return of the product. Usually, when the logistics company notifies Robustel the buyer of the rejection, our staff will immediately contact the buyer by email to remind the buyer to sign for express delivery. After many reminders from our staff, the buyer still refused to sign for the delivery, and all the costs incurred will be borne by the buyer. After the product is returned to our warehouse and received, our staff will refund the customer, the refund will be deducted from the cost of the return.
To apply for refunds or exchanges, the return request should be submitted within 14 days after you received the products. For eligible items, repair request should be submitted within the warranty period to enjoy free repairs. In case the warranty period expires, repairs can still be offered but a certain fee will be charged case by case.