- General Warranty Policy Information
General Warranty Policy Information
Warranty Returns (for service with pre approval only)
Note that warranty claims must first be approved in writing (via email) by Robaina Direct LLC for the initial inspection. The cost of shipping is not included as a part of the warranty coverage and is the customer’s responsibility to cover such costs. The customer is also responsible for return shipping costs. Upon request, the customer may ask for expedited shipping. Note that expedited shipping is at an additional cost for which the customer would be charged.
Warranty Description (for service with pre approval only) The warranty only covers the “manufacturer defects” in the materials used to construct and or assemble the products. The warranty does not cover the cost of labor and or cost of inspection services or shipping. Customer may be held responsible for the cost of labor and inspection in some situations especially if found that the warranty claim is not approved (not a result of manufacturer’s defective materials). Customer must have credit card on file with Robaina Direct LLC prior to warranty claim review and or inspection.
Examples Of Situations Not Covered by Warranty:
• shipping damage (you make claims with the shipper upon delivery receipt)
• normal wear and tear
• misuse of product
• product being used for other purposes
• alteration to the product
• electrical power surge
• plugging the unit into the wrong power source
• customer not having adequate “plug-in” power at the outlets
• lost or missing items
• all other situations and or examples not related to manufacturers defective materials used in the construction of the device
Note that the customer may be asked to send, via email, video of how the product is not functioning as a part of the initial review for warranty claim inspection approval. Mobile phone video is sufficient in most cases. Please make sure that there is enough lighting and that the background is silent so we can hear the audio clearly. The customer should explain the problem as much as possible briefly on the video.
Warranty "ship to" Instructions:
Depending on the product and type of product the customer will be instructed once the warranty request for inspection related to the potential claim has been approved to ship to a specific address. The merchandise must be shipped, properly packed, in a suitable cardboard box with packing materials to protect the items along with full value insurance. Note that if you are shipping as instructed to an address in a country other than yours you must send it with duties paid and fully insured. If you do not ship the item to the proper address as instructed we can not guarantee the safety and timely arrival of your product. In addition if you ship to the wrong address it may be lost or if it sent to one of our wrong addresses, you will be automatically charged for the cost of shipping the product to the correct address. Before shipping the product in for inspection and or repairs, please contact us and wait for confirmation and shipping instructions. Note that once you ship the product to us you agree to the terms, conditions and policies described herein.
Additional Notes & Reminders:
The customer must have a credit card on file for billing purposes prior to approval of a warranty claim or may be required to mail payment for an initial inspection fee and shipping fee amount. This initial fee is for covering the cost of shipping and inspection labor. By sending the product in for warranty claim evaluation and or repair process, the customer agrees to the costs of shipping both to and from. If there are costs of replacement parts and or labor service fees, the customer will be provided an estimate either in writing or verbally prior to any changing of parts and labor being charged to their credit card on file. Once the charges have been processed and the funds have cleared the unit will be shipped out to the customer in working order if it has been determined the device was repairable. In cases where the device is not repairable the unit will then be shipped back to the customer once the fees have been paid by the customer (inspection fee and shipping fees).
Note that not all products have a warranty. Only a select few are covered by a “manufacturer’s warranty policy.” Please inquire which of the products carry a manufacturer’s warranty if you are unsure.
No Returns / No Refunds Policy:
As a reminder all products are considered a special order and are not eligible for returns and or refunds. By purchasing our product either through our website or by invoice, you as the customer agree to all of our terms and policies in regards to the terms of the sale (no returns / no refund policy).
If your item under warranty is eligible for exchange or a parts exchange and there’s a difference in cost, you the customer, by requesting the “exchange option (if made available)”, agree to all additional shipping costs, duties and or taxes related to the cost difference of the replacement item. This requires you to ship back the original unit(s) in advance before any replacement and or exchange items are sent out to you. For some reason if an exception has been made and we have sent a unit to you in advance and you do not return the warranty claim unit within 5 business days of the exchange unit’s arrival, you will be billed for the second unit at the full MSPR price. No returns and No refunds.
Loaner unit (if applicable in rare occasions):
In most cases we do not provide loaner / demo units while your unit is being inspected and or repaired. If this options is made available to you as an exception, you will be responsible for advance payment for the cost of shipping both ways billed by check and a security deposit amount for the loaner unit). If your service and or warranty unit is returned to you and you have not returned the “loaner unit / demo unit” within 5 business days (properly packaged & fully insured) to the ship to address provided by Robaina Direct LLC (tracking number required) you will not be refunded your security deposit and will be billed any additional amounts so that we may recover the full retail value of the product plus the cost of shipping.
Robaina Direct LLC reserves the right to make changes to its policy, terms, conditions and procedures at any time with or without advanced notice.
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