Refund policy
Operated by: Hengbot Innovation Ltd
Last updated: October 28, 2026
Current sales market: United States
1. Scope
This policy applies to Sirius products purchased directly from our official website, https://hengbot.com, and shipped to U.S. customers. Kickstarter pledges and purchases through other sellers are governed by the terms applicable to those transactions. Our separate early-access voucher offer has additional rules and is not a physical-product return.
Nothing in this policy limits rights or remedies that cannot be waived under applicable law.
2. Order cancellations
Contact support@hengbot.com as soon as possible if you wish to cancel an order. We will honor eligible cancellations requested before shipment and issue any refund due to the original payment method. Once an order is dispatched, our return process applies, without limiting any cancellation rights required by law. If a prepaid order cannot be shipped within the stated time, we will provide any required delay notice, cancellation option, and refund in accordance with applicable U.S. law. The early-access voucher is separately governed by its checkout disclosures and voucher terms.
3. Voluntary 30-day return window
For a return for a non-defect reason (such as a change of mind or an ordering error), contact us within 30 calendar days after delivery. To qualify under our voluntary return policy, the robot must be unopened, unused, and in its original sealed packaging, with all accessories, manuals, cables, charging equipment, and promotional items included. Proof of purchase is required.
Opened or used products are not eligible for voluntary change-of-mind returns, even if only lightly tested. This restriction does not apply to remedies for defective, misdescribed, damaged-on-arrival, or incorrectly shipped items when applicable law requires a remedy.
4. Return costs and exceptional cases
For an approved non-defect return, the customer pays the full cost of tracked return transportation to Shenzhen, China, including any applicable carrier handling or customs-related charges disclosed by the return carrier. A U.S. outbound warehouse does not mean a domestic U.S. return address is available. If we exceptionally authorize a non-quality return that does not meet the normal unopened condition, that authorization must be confirmed in writing before shipment and may involve the following charges, to the extent permitted by law:
| Condition (exceptional approval only) | Potential fee |
|---|---|
| Unopened, factory seals intact | No handling fee; customer pays return shipping |
| Opened, complete, packaging in good condition | USD $20 packaging/handling fee |
| Opened, packaging damaged | USD $20 plus the documented actual cost of replacement packaging |
| Missing accessories or visible signs of use | USD $20 plus documented accessory or condition-related costs, assessed case by case |
| Severely damaged, tampered with, or not suitable for resale | Voluntary return may be refused; return-to-customer shipping may apply |
These charges do not create a right to return opened or used products. They apply only where we have accepted an exception in writing. We will provide an itemized assessment before making an applicable deduction. No non-defect handling fee will be charged for a valid defective-product remedy where prohibited by law.
5. Defective, damaged, or incorrect products
Inspect your order after delivery and contact support@hengbot.com promptly if something is wrong. If possible, tell us within 7 days of delivery so we can investigate shipping damage quickly; this reporting preference does not eliminate any statutory or express-warranty rights. Include your order number, a description, and photos or videos when reasonably available.
Following verification, we will provide an appropriate remedy, such as repair, replacement, or refund, as required by applicable law and our Limited Warranty. For a confirmed defect or our fulfillment error, HENGbot will arrange and pay reasonable authorized return shipping, including international transportation where necessary. Do not ship a lithium-battery device back without our return instructions.
6. How to request a return
- Email support@hengbot.com with your order number and reason for the request.
- Obtain a return merchandise authorization (RMA) and written instructions from support. The current authorized return destination is our Shenzhen office in China, not the original U.S. outbound warehouse. Use the business address below only after support expressly authorizes the shipment and confirms packaging, carrier and battery-handling requirements.
- Follow the packaging, data-removal, and shipping instructions. For a voluntary return, use the original sealed packaging and a trackable service.
- Retain the tracking number until the return is confirmed received.
Please back up and remove personal data from the robot before an approved return or repair, where technically possible. Contact support if you need instructions for resetting the device. Unauthorized, unsolicited returns may be delayed while we identify the order.
7. Inspection and refunds
We aim to inspect returned items within 5 business days after receipt. For an approved refund, we normally initiate repayment to the original payment method within 3–7 business days after approval, or sooner where the law requires. Your bank or payment provider may require additional posting time. We will explain any authorized deductions in writing.
Original outbound shipping fees are generally not refundable for an eligible voluntary change-of-mind return. They will be refunded where required by law or where the return results from our error and applicable remedies call for it.
8. Warranty and legal rights
This voluntary return policy is separate from the HENGbot Limited Warranty, which sets out the coverage periods for different components. Opening a product, using an official creator tool, or making permitted custom motions or expressions does not automatically eliminate statutory rights or unrelated warranty coverage. Damage actually caused by misuse or an improper modification may be excluded to the extent lawful.
9. Contact
Hengbot Innovation Ltd
Number 2021, Haixiu Road, Bao'an District, Shenzhen, Guangdong, China
Email: support@hengbot.com
Website: https://hengbot.com