Refund policy

Refund and Return Policy — The Robot Direct

Return window: Eligible items may be requested for return within 30 days after delivery.

Eligibility: Unless the item is defective, products must be unused, uninstalled, in their original packaging, and include all accessories, manuals, and parts. Proof of purchase is required. Returns must be authorized before shipment.

Return process: Email support@therobotdirect.com or call +1 252-632-8669 with your order number and reason for return. We will confirm eligibility and provide return instructions. Do not send returns to our administrative business address without prior authorization.

Return shipping and restocking fee: Customers are responsible for return shipping costs on approved non-defective returns. A 25% restocking fee applies to approved non-defective returns. Verified defective, damaged, or incorrect items are not subject to the restocking fee; contact us before returning them.

Non-returnable items: Custom or made-to-order products cannot be canceled or returned once production has started. Items marked final sale before purchase, gift cards, used or installed non-defective products, and products damaged after delivery through misuse or neglect are not eligible for return.

Product-specific exception: Zonzini stair-climber freight shipments must be inspected before signing the carrier receipt. Visible freight damage must be noted on the receipt and reported with packaging and product photos within 24 hours of delivery. This deadline applies to freight-damage claims and does not replace applicable warranty rights.

Standard parcel damage: Report visible shipping damage for non-Zonzini parcel deliveries within 7 days of delivery by emailing photos of the packaging and product.

Orders that do not arrive or contain the wrong item: If an order does not arrive, arrives damaged, or contains an item different from what you ordered, email support@therobotdirect.com or call +1 252-632-8669 with your order number. We will investigate and provide an appropriate replacement or refund. Customers are not charged return shipping or a restocking fee for verified damaged or incorrect items.

Cancellations: Standard orders may be canceled at no cost before shipment. Custom or made-to-order products cannot be canceled after production begins. Once an order ships, it must follow the return process.

Refund timing: Approved refunds are issued to the original payment method within 5–10 business days after the returned item is received, inspected, and approved. Bank processing times may vary.

Warranty: Warranty terms vary by manufacturer and are separate from this return policy. Warranty coverage generally applies to defects from normal use and excludes misuse or neglect. Refer to the product page for available warranty details.

Contact Information

Business name: The Robot Direct, operated by BoloHighTicket LLC
Email: support@therobotdirect.com
Phone: +1 252-632-8669
Customer service hours: Mon–Fri, 9 AM–5 PM EST