Refund policy

Returns, refunds and defective units

MAKIINA (AQL Robotics Oy), Huppionmäenkatu 7 A 4, 33720 Tampere, Finland. Business ID 3435880-1, VAT number FI34358801. Email sales@makiina.com.

This policy covers products bought from shop.makiina.com. It separates private customers (consumers) from business, university and research customers, because the law treats them differently.

1. 14 day right of withdrawal for private customers in the EU and EEA

If you are a private customer in the EU or EEA, you can cancel your purchase without giving a reason within 14 days from the day you, or a person you name, receive the goods. If an order arrives in several parcels, the 14 days start from the day the last parcel arrives.

To cancel, email sales@makiina.com with your order number and a clear statement that you want to withdraw from the purchase. Then send the goods back to us within 14 days of that email. We will reply with the return address.

• You pay the cost of returning the goods. Arms are large parcels, so ask us for a return quote first.
• We refund the price and the original standard delivery cost within 14 days of receiving your withdrawal, using the payment method you used. We may wait until the goods are back with us, or until you show proof that you sent them, whichever comes first.
• Pack the goods well, with all parts, cables and accessories, in the original packaging if you still have it.
• You are responsible for any loss in value caused by handling beyond what is needed to see the nature, characteristics and working of the product, for example mechanical modification, damage from collisions, or missing parts. We may reduce the refund by that amount.

2. Business, university and research customers

Purchases made for a business, university, research institute or other organisation, including purchases with a company VAT number, have no statutory right of withdrawal. We accept returns of non defective goods only if we agree to it in writing beforehand.

3. Defective units

Dead on arrival and transport damage. Check the parcel on delivery. Report visible transport damage within 7 days and a unit that does not work out of the box within 14 days, with photos or a short video, to sales@makiina.com. We repair or replace it at our cost, including shipping.

Limited warranty for business customers. For business, university and research customers we cover defects in materials and workmanship reported within 6 months from delivery. We decide the remedy: replacement parts, repair, a replacement unit, or a refund of the price paid for the defective item. We pay shipping for accepted warranty claims.

Private customers. Private customers have the rights the law gives them for goods that are not as agreed, under the Finnish Consumer Protection Act and EU rules. Nothing in this policy limits those rights.

Not covered. Damage from collisions or crashes, overloading beyond the published specifications, a wrong or unstable power supply (the arm needs 24 V, 500 W), water or dust, opening or modifying the hardware or firmware in a way that caused the damage, normal wear of gripper pads, cables and connectors, and damage in transport that was not reported in time. The software is open source and is provided as is under its license.

4. How to make a claim

Email sales@makiina.com with your order number, the serial number if the unit has one, a description of the problem, and photos or a video. Please do not send goods back before we reply; we will tell you where to send them and how, and we often solve problems remotely or with a replacement part.