Refund policy

At Elite Robotics Supply, we want you to understand your cancellation, return, and refund options before making a purchase.

Please review this policy carefully, particularly when purchasing large, freight-shipped, special-order, custom, configured, or made-to-order products.

If you have questions before placing an order, contact us at support@eliteroboticssupply.com or (888) 371-5564.

Order Cancellations Before Shipment

Eligible standard orders may be cancelled for a full refund at any time before the order has shipped or entered a non-cancellable production, processing, or fulfillment stage.

If you need to cancel an order, contact us as soon as possible:

Phone: (888) 371-5564
Email: support@eliteroboticssupply.com

Submitting a cancellation request does not guarantee cancellation. An order is considered cancelled only after Elite Robotics Supply confirms the cancellation.

Once an order has shipped, it can no longer be cancelled and will instead be subject to the applicable return provisions described below.

Custom, Made-to-Order & Special-Order Products

Products that are custom manufactured, configured specifically for the customer, made to order, or otherwise identified as non-returnable or final sale may not be cancelled once production, configuration, procurement, or fulfillment has begun.

These products may be manufactured, configured, or ordered specifically based on your purchase.

When a product is considered custom, configured, made-to-order, special-order, non-returnable, or final sale, this information will be disclosed on the applicable product page, quote, order documentation, or otherwise before you complete your purchase.

Unless the product is defective, damaged, incorrect, or return rights are otherwise required by applicable law:

Custom and made-to-order products are final sale once production or fulfillment has begun.

Please contact us before ordering if you are unsure whether a product falls into this category.

Standard Returns

Eligible standard products may be returned within 30 calendar days of delivery.

To qualify for a standard return, the product must generally be:

  • New and unused

  • Uninstalled

  • In its original packaging

  • Complete with all accessories, manuals, components, and parts

  • In resalable condition

  • Accompanied by proof of purchase

A return must be authorized by Elite Robotics Supply before the product is shipped back.

To request a return, email support@eliteroboticssupply.com and provide:

  • Your name

  • Order number

  • Product being returned

  • Reason for the return

  • Photos of the product and packaging when requested

If your return is approved, we will provide return instructions and, when applicable, a Return Merchandise Authorization (RMA).

Do not ship a product back without receiving return authorization and return instructions from Elite Robotics Supply.

Authorized returns must be sent to the return address provided in the return authorization. Do not send a return to our business or contact address unless specifically instructed to do so.

Returns are handled by mail, parcel carrier, or freight carrier depending on the size and type of product.

Elite Robotics Supply does not currently accept walk-in returns unless specifically arranged in advance.

Non-Returnable Products

Unless required by applicable law or the product arrives damaged, defective, or incorrect, the following are not eligible for standard returns:

  • Custom products

  • Made-to-order products

  • Special-order products identified as non-returnable before purchase

  • Products marked “Final Sale”

  • Products that have been installed or used

  • Products that have been materially altered or modified

  • Products missing original parts, accessories, components, manuals, or packaging

  • Products damaged after delivery due to improper handling, installation, modification, or use

Any product-specific return restriction will be disclosed on the applicable product page, quote, or purchase documentation before purchase.

Return Shipping & Restocking Fees

For approved returns resulting from buyer's remorse, ordering the incorrect product, no longer wanting the product, or another reason not caused by Elite Robotics Supply:

  • The customer is responsible for return shipping or freight charges.

  • A 25% restocking fee applies to eligible non-defective returns, unless a different product-specific restocking fee is clearly disclosed on the applicable product page, quote, or purchase documentation before purchase.

  • Original shipping, freight, handling, or delivery charges separately paid by the customer are non-refundable unless the return results from an error by Elite Robotics Supply or otherwise required by law.

If Elite Robotics Supply provides a prepaid return shipping label for a buyer-remorse return, the actual cost of the return shipping may be deducted from the customer's refund.

Large or freight-shipped products may incur substantial return freight costs. Customers are encouraged to confirm product dimensions, specifications, compatibility, and other requirements before placing an order.

If the return results from an error by Elite Robotics Supply, or an eligible product arrives damaged, defective, or incorrect, approved return shipping charges and restocking fees will not be charged to the customer.

Refunds

Once an authorized return is received, the product will be inspected.

If the return is approved, the applicable refund will be issued to the original payment method within 10 business days after inspection and approval.

Your bank, credit-card issuer, or payment provider may require additional processing time before the refund appears in your account.

For eligible buyer-remorse returns, the refund may be reduced by:

  • The applicable restocking fee

  • Return shipping or freight charges

  • Non-refundable original shipping or delivery charges

  • Other charges clearly disclosed under this policy before purchase

Refunds will be issued only to the original payment method unless otherwise required by applicable law.

Exchanges

Eligible products may be exchanged with prior authorization.

To request an exchange, contact support@eliteroboticssupply.com.

For exchanges requested because the customer selected the wrong product, changed their mind, or otherwise requested an exchange for a reason not caused by Elite Robotics Supply, the customer is responsible for applicable:

  • Return shipping or freight charges

  • Restocking fees

  • Shipping or freight charges for the replacement product

If Elite Robotics Supply shipped an incorrect product or an eligible product arrived damaged or defective, contact us so we can determine the appropriate replacement or resolution.

Damaged or Incorrect Deliveries

Please inspect your shipment as soon as it arrives.

For freight deliveries, we strongly recommend inspecting the packaging and product for visible damage before signing the delivery receipt whenever possible.

If visible damage is present:

  1. Photograph the damaged packaging and product.

  2. Note the visible damage on the carrier's delivery receipt or bill of lading whenever possible.

  3. Contact Elite Robotics Supply immediately.

To help preserve our ability to file a freight claim with the carrier, please report visible freight damage within 24 hours of delivery whenever possible.

Please send photographs of the packaging, product, shipping label, model or SKU information, and a brief description of the damage to:

support@eliteroboticssupply.com

Failure to report visible freight damage promptly may affect our ability to recover from the freight carrier. However, nothing in this policy limits customer rights that cannot legally be waived.

For concealed damage that was not visible at the time of delivery, contact us as soon as the damage is discovered.

Defective Products

If a product appears to be defective, contact Elite Robotics Supply at support@eliteroboticssupply.com.

Depending on the product, manufacturer, and circumstances, we may assist with troubleshooting, replacement, repair, return authorization, or the applicable manufacturer's warranty process.

Do not return a potentially defective product without authorization.

Manufacturer Warranties

Warranty coverage varies by manufacturer and product.

Where applicable, manufacturer warranty information may be provided on the individual product page, in documentation accompanying the product, or directly by the manufacturer.

A manufacturer's warranty is separate from Elite Robotics Supply's standard return policy.

Shipping damage should be reported as shipping damage rather than as a manufacturer warranty claim.

Damage caused by misuse, improper installation, unauthorized modification, neglect, accidents, or normal wear may not be covered by the applicable manufacturer's warranty.

Shipping Delays

Shipping and delivery dates displayed on our website are estimates unless expressly identified as guaranteed.

For complete information regarding processing times, freight delivery, transit times, shipping costs, and shipping delays, please review our Shipping Policy.

If you have concerns about a delayed order, contact our customer service team so we can review the order status and available options.

A shipping delay does not automatically cancel an order or make an otherwise non-returnable product returnable.

Promotions & Bundles

Promotional offers may have additional terms disclosed with the applicable promotion.

For promotions involving multiple products, bundles, free products, or “Buy One, Get One” offers, all qualifying products may need to be returned in order to receive a full refund.

If a promotional item is not returned, the retail or promotional value of that item may be deducted from the applicable refund when clearly disclosed as part of the promotional terms.

Any special return conditions associated with a promotion will be disclosed before purchase.

Product-Specific Return Policies

Certain products may have specific return conditions because of their size, configuration, customization, manufacturer requirements, shipping method, or other product-specific circumstances.

Any product-specific restrictions that differ from this general policy will be clearly disclosed on the applicable product page, quote, or purchase documentation before purchase.

Where a clearly disclosed product-specific return policy applies, that policy will govern the return of that product.

Your Legal Rights

Nothing in this policy limits any rights or remedies available to customers under applicable federal, state, or local law.

Contact Information

Questions regarding cancellations, returns, refunds, damaged shipments, defective products, or exchanges should be sent to:

Elite Robotics Supply

Email: support@eliteroboticssupply.com
Phone: (888) 371-5564
Customer Service Hours: Monday–Friday, 9:00 AM–5:00 PM CT