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Warranty
The warranty on products sold by IRIS Robotics depends on the type of buyer:
- 24 months for consumers: the statutory warranty of conformity under the Romanian Government Emergency Ordinance (OUG) 140/2021 on certain aspects of contracts for the sale of goods
- 12 months for businesses and other professional buyers: a commercial warranty given by IRIS Robotics under its terms of sale, separate from the consumers' statutory warranty
The warranty period starts on the date the product is delivered. Some products also come with a commercial warranty from the manufacturer, shown on the product page. It is added to the statutory warranty and does not replace it. Consumers in other Member States of the European Union keep the rights that the law of their country of residence grants them as mandatory.
Your legal guarantee rights
Warranty conditions
The warranty covers manufacturing defects and lack of conformity, and includes:
- Repair or replacement of the defective product
- Technical support throughout the warranty period
- Spare parts (where applicable)
The warranty does NOT cover:
- Damage caused by improper use
- Unauthorised modifications to the product
- Normal wear and tear of consumable components
- Damage caused by voltage fluctuations
Conformity complaints
A lack of conformity can be reported at any time during the warranty period, at contact@irisrobotics.ro. There is no short notification deadline after you receive the product.
If a product is not in conformity, the consumer can ask for it to be repaired or replaced. If that is not possible or is not done within a reasonable time, the consumer can ask for a price reduction or for the contract to be terminated, as provided by OUG 140/2021.
If a parcel arrives damaged, note this on the courier's delivery report when you receive it and tell us as soon as possible, so that we can file the claim with the courier.
Right of withdrawal (returns)
In accordance with OUG 34/2014, consumers have the right to withdraw from the sales contract within 14 calendar days of receiving the product, without giving any reason and without penalty. You can send the notice at any time during this period.
How do I return a product?
- From your account: on the My orders page, open the order, use the “Withdraw from contract” button and confirm your statement. You do not have to give a reason.
- If you ordered without an account or prefer email, you can send us your withdrawal statement at any time within 14 calendar days of receiving the product, at contact@irisrobotics.ro. You can use the withdrawal form we send you or any other clear statement, but the form is not mandatory.
- We confirm receipt of your withdrawal statement by email and send you the return instructions.
- Send the product back within 14 days of the day you told us about your withdrawal. We recommend the original packaging, with the accessories and documentation you received, so that the product arrives undamaged.
- We refund all sums received, including the cost of standard delivery, without undue delay and no later than 14 days from the day we were informed of your withdrawal. We use the same payment method as for the order, unless you expressly agree to another method at no cost to you. Unless we offered to collect the product ourselves, we may withhold the refund until we receive the product back or until you send us proof that you have sent it, whichever comes first.
Return conditions
- The product may be opened and examined as far as needed to establish its nature, characteristics and functioning
- The consumer is liable only for any loss in the product's value caused by handling beyond what is needed for that check
- Please include the accessories and documentation you received with the product
- The direct costs of returning the product are borne by the customer, except where the law provides otherwise
Exceptions to the right of withdrawal
The right of withdrawal does not apply to products made to the customer's specifications or clearly personalized, for example 3D-printed parts made from a file sent by the customer. Simply choosing among the standard options offered on the website, such as the variant, colour or accessories, does not make a product personalized and does not exclude the right of withdrawal.
Pre-orders of standard products are not covered by this exception. They can be returned on the same terms as any other order.
Businesses and other professional buyers
The 14-day right of withdrawal and the 24-month statutory warranty apply to consumers, that is, to individuals acting for purposes outside their trade, business, craft or profession. An individual who buys for their professional activity, for example as a sole trader, is not a consumer. Businesses and other professional buyers receive the 12-month IRIS commercial warranty, and legal entities are also subject to the condition below.
For legal entities, the 14-day right of withdrawal does not apply. Complaints about non-conformities visible on delivery must be made within 48 hours of receiving the product, and the IRIS commercial warranty is 12 months.
Service
We service Pepper and Prusa printers ourselves. For other brands we take the request and pass it on to the manufacturer or to Clinica Roboților. IRIS Robotics works with Clinica Roboților, a service centre in Romania dedicated to robot repairs, with more than 13 years of electronics experience and over 12,000 robots repaired.
Services offered:
- Door-to-door collection, repair and return
- Repaired robots are returned under warranty
- Guarantee on the quality of the repair
Contact
For warranty or return enquiries, please contact us at contact@irisrobotics.ro or on +40 738 435 679.