Refund policy

Effective October 15, 2026. This policy applies to Kinatric orders. Mandatory consumer rights take precedence over any term below.

Standard D2 preorders: no payment today and free cancellation before shipment

A standard D2 preorder is unpaid when placed. We email an invoice only when the robot is ready to ship, after confirming your destination and your approval of the freight quote. Payment is required before dispatch. No card is charged automatically. You may cancel a standard order at any time before dispatch without a cancellation fee. If you have already paid, we will refund the amount paid for the cancelled, unshipped order.

If the estimated dispatch date changes, we will notify you and offer the choice to wait or cancel without charge. Where consent to a delay is required, we will obtain it. If we cannot supply your order, we will cancel it and refund any payment received.

Standard products: change-of-mind returns

Notify us within 14 calendar days after delivery if you wish to return a standard product because you changed your mind, then send it back within 14 calendar days after notifying us. A clear email identifying your order and decision to cancel is sufficient; a special form is not required. Longer rights under applicable law remain available.

Return the robot and all supplied accessories securely packed. Reasonable inspection is permitted. We do not impose an automatic restocking fee. Where legally permitted, a deduction may reflect actual diminished value caused by handling beyond what is necessary to establish the product's nature, characteristics and functioning. Opening the packaging alone does not remove your statutory rights.

You pay the direct cost of a change-of-mind return unless applicable law requires otherwise. Robots and lithium batteries may need specialist transport; contact us for safe return instructions and a return-freight estimate before confirming your purchase. Actual outbound freight is not refundable on voluntary change-of-mind returns except where law requires it. For an applicable EU/EEA consumer withdrawal, we refund the original standard delivery cost; the extra cost of an optional express upgrade need not be refunded.

Defective, damaged, incorrect or nonconforming products

Contact us promptly if a product is defective, damaged in transit, incorrect or does not meet the agreed specifications. We will provide the repair, replacement, price reduction or refund required by applicable law, and pay necessary return/remedial shipping for a covered defect or our error. The 14-day change-of-mind window does not limit defect, warranty or other mandatory rights.

Genuinely custom orders

A standard D2 preorder is not a custom order merely because it is manufactured after ordering. Bespoke engineering or nonstandard customization requires a separate written quotation and your acceptance of its specifications and cancellation terms before chargeable work begins.

Custom orders may be cancelled without a fee before custom work or dedicated purchasing begins. After that, only documented, nonrecoverable engineering/material costs authorized under the accepted agreement may be payable, capped by that agreement. Genuinely bespoke products are generally not returnable solely for a change of mind where the law permits that exception. Rights relating to defects, misdescription, nonconformity and mandatory cancellation/refund protections remain intact.

Refund processing and import charges

Refunds use the original payment method unless you agree otherwise. We process refunds without undue delay and, for an applicable consumer withdrawal, within 14 calendar days of your notice, subject to any lawful right to wait until the goods are received back or evidence of dispatch is supplied. Your bank may take additional time to display a refund.

Import duties, taxes and brokerage paid directly to a carrier or customs authority are not held by Kinatric. A refund or relief for those amounts may need to be requested from that carrier or authority under its rules. This does not exclude any reimbursement Kinatric must provide under applicable law.

Warranty and statutory guarantees

D2 includes a one-year limited commercial warranty from delivery for defects in materials or workmanship under normal use. Normal wear, ordinary battery-capacity degradation, misuse and damage caused by an accident or modification are not covered by this additional warranty. A modification does not remove coverage for an unrelated defect.

This commercial warranty is additional to, and does not replace or limit, statutory guarantees. Where EU consumer rules apply, the minimum two-year legal guarantee remains available; longer or additional rights under national law also remain available. Necessary remedies and costs are handled in accordance with those rights.

Contact and returns

Email shopify@kinatric.com with your order reference. Contact us for the assigned return address and safe battery-shipping instructions before posting a robot; this process does not restrict statutory rights. Our contact information, shipping policy and purchase terms also apply.