Refund policy
At itrustbot, we understand that industrial automation projects require precision. If your order isn't right, we are here to help. Please read our policy below to understand how we handle returns, exchanges, and refunds.
1. Return Window & Eligibility
We accept returns for both defective and non-defective (change of mind / wrong part) items. You must notify us within 10 calendar days of delivery to initiate a return. After this period, unfortunately, we cannot offer a refund or exchange, but our one-year warranty may still apply for defects (see section 8).
Note: The 10-day window applies to all returns, whether due to our error or customer error. Please act promptly.
2. Condition of Returns & Exchanges
We accept items in both new and gently used condition. To be eligible for a return or exchange, the item must be in resalable condition (no major damage caused by the customer). It should be returned with its original packaging, accessories, and manuals if possible. Gently used items that show minor signs of handling are accepted.
Exchanges Welcome: If you need a different part or size, you may request an exchange instead of a refund. The same 10-day return window and restocking fee (if applicable) apply, and you will pay any price difference or additional shipping costs for the new item.
Note: For defective items, we prioritize exchanges or full refunds (including return shipping).
3. How to Start a Return or Exchange (RMA Process)
Before sending anything back, you must obtain a Return Merchandise Authorization (RMA).
- Email us at info@itrustbot.com with your order number, reason for return/exchange, and at least one photo of the item/packaging (especially for defects).
- Once approved, we will send you an RMA form and the correct warehouse address.
Important: You must provide a tracking number within 2 business days of receiving your RMA, and the package must be in the carrier’s possession within 3 business days to keep the return valid.
4. Fees, Restocking Fee & Shipping Costs
- Defective / Incorrect Items (Our Error): If the return is due to our mistake, we will cover the return shipping costs. No restocking fee will be charged. You may choose a refund or exchange.
- Change of Mind / Ordered Wrong Part (Customer Error): For non-defective returns (including gently used items), you are responsible for the return shipping costs. Additionally, a 25% restocking fee will be deducted from your refund (or applied as a fee if you opt for an exchange). This fee covers handling and inspection.
Original shipping charges are non-refundable in all cases.
5. Order Cancellations
You can cancel your order within 12 hours of payment at no cost. Once the shipping process has started, the order cannot be canceled. If you refuse delivery of a shipped order, it will be treated as a customer-initiated return: you are responsible for all return shipping costs incurred, and a 25% restocking fee will apply to the refund.
6. Customs and Imports
For international orders, itrustbot is not responsible for local customs fees, taxes, or import duties. If you refuse to pay these fees and the item is returned to us, we will refund the product price minus all shipping, handling charges, and the 25% restocking fee if applicable.
7. Refunds & Exchange Processing Time
- Refund timeline: Once your return is received and inspected (which typically takes up to 5 business days), we will email you a notification of approval or rejection. Approved refunds will be processed within 5 business days. Total estimated time: up to 10 business days.
- Exchange timeline: Once we receive and inspect your return, we will ship the exchange item within 5 business days.
- Late Refunds: If you haven't received your refund after 10 business days from the day we received the return, please check with your bank first, then contact us at info@itrustbot.com.
8. One-Year Warranty
Beyond the 10-day return window, we offer a one-year warranty on most parts. If an item becomes defective within 365 days of receipt, please contact us for a repair or replacement assessment.
Questions?
Contact our team at info@itrustbot.com. We value your business and will always do our best to find a solution for our repeat customers.
