Ohbot Refund Policy
Last updated: 20th November 2025
This Refund and Returns Policy applies to all purchases made directly from Ohbot Limited, whether online, by phone, or at a distance. It complies with UK consumer protection law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
This policy does not affect your statutory rights.
1 Your Legal Rights When You Purchase from Us
Under UK law, all products sold by Ohbot Limited must be:
- Of satisfactory quality
- Fit for their intended purpose
- As described
If goods fail to meet these standards, you have the following rights:
| Time Since Delivery | Your Rights |
|---|---|
| Within 30 days | Short-term right to reject faulty goods and claim a full refund |
| 31 days – 6 months | Right to repair or replacement. If this is impossible or unsuccessful, you are entitled to a refund |
| 6 months – 6 years | You may make a legal claim if goods do not last a reasonable length of time. You must prove the fault was present at delivery or due to a manufacturing defect |
2 Change of Mind – 14-Day Right to Cancel (Distance Sales Only)
If you purchased online, by phone, or off-premises, you have 14 calendar days from the day after delivery to cancel your order for any reason.
Conditions for change-of-mind returns
- Goods must be returned unused, undamaged, and in resaleable condition
- Original packaging should be included where reasonably possible
- You are responsible for return postage costs unless the item is faulty or misdescribed
Once we receive the goods (or proof of posting), we will refund the original payment (including standard delivery costs only) within 14 days, using the original payment method.
Exceptions: The 14-day cancellation right does not apply to:
- Customised or personalised goods
- Digital products once download/activation has begun (where you have consented to this and acknowledged the loss of the right to cancel)
3 Faulty, Damaged, or Misdescribed Goods
If your product is faulty, damaged, or not as described, please contact us as soon as possible.
Within 30 days of delivery
You have the right to reject the goods and receive a full refund.
After 30 days and within 6 months
You are entitled to a repair or replacement.
If repair or replacement is impossible, cannot be provided within a reasonable time, or is unsuccessful, you are entitled to a refund.
After 6 months
You may still be entitled to a repair or partial refund, but you will need to show that the fault was present at the time of delivery or is due to a manufacturing defect.
For faulty or misdescribed products, Ohbot Limited will cover reasonable return shipping costs or arrange collection, as agreed with you in advance.
4 What is a “Reasonable Length of Time”?
Under UK law, products are expected to last a reasonable length of time, taking into account:
- The type of product and intended use
- The price paid
- The expected lifespan of similar products
- Any need for maintenance or servicing
- Normal wear and tear
For example, an educational robot or electronic learning device would reasonably be expected to last several years under normal use, provided it is used in accordance with instructions and not subjected to misuse, neglect, or unauthorised modification.
5 How to Request a Return or Refund
Please contact us before returning any item so we can advise on the best process.
Contact Details
Studio 1, Halliday’s Mill
London Road
Chalford, GL68NR, UK
When you contact us, please include:
- Your name and contact details
- Order number or proof of purchase
- Description of the issue
- Photographs or video of the fault (if applicable)
We will confirm the next steps, which may include troubleshooting, providing spare parts, arranging a return, or offering a repair or refund.
6 Refund Processing
Once we receive the returned goods, or receive acceptable proof of posting where we have requested a return, we will process any refund due within 14 days.
Refunds will be made to the original payment method, unless otherwise agreed.
For change-of-mind cancellations within the 14-day cooling-off period, we will refund:
- The price you paid for the goods
- The cost of standard delivery (if charged) – not any upgraded or express delivery
For returns outside the cooling-off period, any refund will be in accordance with your statutory rights and this policy.
7 Warranty Cover
Ohbot Limited products are supplied with a 12-month manufacturer warranty, starting from the date of delivery. This covers defects in materials or workmanship under normal use.
The warranty does not cover:
- Damage caused by accident, misuse, neglect, or incorrect installation
- Damage caused by unauthorised repairs, modifications, or opening of the device
- Normal wear and tear (e.g. cosmetic scuffs, worn connectors)
- Software issues caused by third-party software, viruses, or modifications
- Consumables such as batteries and cables, except where faulty on arrival
Warranty rights are in addition to, and do not replace, your statutory rights.
8 International Orders – Additional Terms
8.1 Customs Duties, Import Taxes & Local Regulations
- International customers are responsible for any customs duties, import taxes, handling fees, or local charges applied by their customs or tax authorities.
- These charges are not included in our product prices or shipping costs.
- Ohbot Limited is not responsible for delays, holds, rejections, or disposals of parcels by customs authorities in the destination country.
- If an order is returned to us due to unpaid customs charges, incorrect address information, or refusal to accept delivery, we may deduct any shipping, customs, and handling costs incurred from any refund due.
8.2 International Shipping & Risk of Loss
- For UK customers, responsibility for the goods passes to you once delivery has been completed at the delivery address.
- For international customers, responsibility for the goods passes to you when the goods are handed to the international courier or postal service, except where your local consumer law provides otherwise and cannot be excluded.
- We will provide tracking information where available and will support you in tracing and resolving delivery issues with the carrier.
8.3 International Returns (Change of Mind)
- For international orders, the 14-day cooling-off period under UK distance selling rules still applies where UK law governs the contract.
- However, for change-of-mind returns from outside the UK, you are responsible for return shipping costs, and we recommend using a tracked and insured service.
- Any customs duties, taxes, or fees paid locally are normally non-refundable by Ohbot Limited. You may be able to reclaim them from your local authorities, where permitted.
8.4 International Warranty Claims
Because international shipping for full returns can be costly and slow, we may handle international warranty or faulty-goods claims differently where reasonable:
- We may first offer remote diagnosis and troubleshooting (e.g. via email, photos, or video).
- Where appropriate, we may provide replacement parts, repair instructions, or software updates instead of requiring you to return the whole product.
- If a return is required, we will discuss the most practical and cost-effective solution with you. In some cases this may include:
- A prepaid return label; or
- You arranging return shipping and us contributing to reasonable costs; or
- A partial refund or replacement without a return, where this is more proportionate.
Our aim is always to reach a fair, practical solution, especially for schools and educational institutions using Ohbot products overseas.
9 Dispute Resolution & Governing Law
If you have a complaint, please contact us first so we can try to resolve the issue promptly.
If we are unable to resolve a dispute:
- You may seek advice or assistance from UK Trading Standards or an appropriate Alternative Dispute Resolution (ADR) scheme.
- You may also bring a claim through the Small Claims Court (where applicable).
This policy and any contract between you and Ohbot Limited is governed by the laws of England and Wales, and any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory local consumer protection rules in your country provide otherwise.