Returns Damage Lost
We gladly accept returns.
We don't like sending items out that need to be returned as much as you don't like having to return something. So please acquaint yourself with this Return Policy and ensure the accuracy of your order. All returns are subject to a 15%-25% restocking fee or $20.00, whichever is greater. Original shipping costs will also be deducted from the refund. Return requests must be made within 15 days of the shipment date. Equipment is not returnable. Sometimes special arrangements can be made concerning equipment. Please call our office to review your situation.
Concerning replacement parts ordered over the telephone or online. Please understand that merely providing a model & serial number will not guarantee accuracy. Factory supplied documentation is sometimes flawed. Because of this, RobotCoupe.net is not responsible for the accurate identification of parts (nor any other parts distributor that we've found). As equipment ages, parts change, and parts manuals are not updated by the manufacturer. It is our experience that the factory will take no responsibility for the errors in their documentation nor for the errors of its employees providing said information. Therefore, if a part needs to be returned to the factory and we were not provided an accurate part number by our customer, then the customer may be responsible for any factory restock fees and freight charges (we will do everything in our power to prevent this of course). This policy is an industry standard.
We are unable to accept unauthorized returns. Please make sure to contact us BEFORE returning an item. Please note that we are unable to issue a credit for any shipping costs associated with the delivery and/or the return of items. In the event we sent you an item that was clearly our error (you ordered an blade and we sent a motor), we will pay for all shipping costs associated with the shipment to your location and back to our warehouse and there will be no restock fees. There are some items that may not be returned:
- Special Order Items.
- Aerosol products/cans.
- An item that has obviously been used or installed. (Determined at inspection by our personnel or factory personnel. Their review is final. If the item has to be sent to the factory for testing then the results may take 60 days.)
- Equipment is not returnable. Sometimes special arrangements can be made concerning equipment. Please call our office to review your situation.
In addition, we will only issue partial refunds for the return of certain items, including:
Any item that is not in its original condition, is damaged, or is missing parts.
Items returned without a Return Materials Authorization (RMA) Number.
The following are several steps that must be taken in order to return an item:
Contact us by phone or email us. Announce you'd like to return an item. Be ready to provide the following information in your e-mail or to a customer service representative:
- Your Company Name (if applicable)
Original Order Number
- Item Number of item(s) to be returned
- Condition of the item(s) to be returned
- Complete or Missing pieces/parts
- Undamaged or Damaged
- Reason for Return Request
- Was the part installed?
We will issue you a ship to location and a Return Materials Authorization (RMA) number - YOU MUST OBTAIN THIS NUMBER BEFORE SHIPPING YOUR PRODUCT. The goods associated with this RMA number must be post marked within 7 days of the numbers issuance. Please make sure to clearly mark your RMA number on the shipping label of your package. Please do not write your number directly on your box - only on the shipping label. If there is no RMA number with shipment then the box could easily get lost in our warehouse and no refund processed. (It's amazing how many people send items back with no RMA nor information in the box as far as where it came from etc.)
We are not responsible for items that do not arrive at our warehouse. Therefore, we strongly suggest you ship your package in a way that allows you to track the shipment, and obtain a proof of delivery.
Once an item has been received at the warehouse, it can take up to 5 business days to process the receipt of the item. Once processed, it can take up to 5 business days to initiate a credit to your account. Once a credit has been initiated by RobotCoupe.net, it can then take your credit card company up to 5 business days to apply the credit to your account.
You can check on the status of your return at any time by contacting us by phone or login to your account and review account status for reference to your credit. Logon at www.kitchenstuff.com (our master website), have your account ID ready, it's your user ID.
If the return is clearly the result of an error on our part, no fees of any kind will be assessed, including freight charges.
If you receive a box that is visibly damaged by the carrier, you may either refuse the shipment or accept the shipment but tell the carrier to note damage on their system. If you receive a shipment and find damage has occurred that is not visible, you have 3 days to notify the carrier and to call us. CALL THE CARRIER FIRST. Give us the reference number they give you and update us on their instructions. We will take it from there. If you don't notify the carrier in 3 days a claim cannot be filed and a refund cannot be issued. Many times the tracking number on the label will be used as the claim number by the carrier.
When shipping an item back to us, always insure the item appropriately. This is your responsibility.
Lost items in transit
All items we ship are insured for damage or from being lost if UPS or FedEX is used as the carrier. They are responsible for those shipments. If you requested a special method of shipping, such as United States Postal Service, we are not responsible for lost items nor for items that are damaged. Selecting this method is at your own risk. You must call our office to make these arrangements. There is sometimes an extra handling fee by USPS associated with this service.
Items you are retuning need to be insured by you. If it is lost then you have recourse. We are not responsible for lost items.