Refund policy

1. Refund Policy

Do we accept returns? Yes. At hibotshop, we accept returns for products with manufacturing defects or in cases of customer remorse. However, due to the highly technical nature of our industrial vision products and potential customization (such as specific firmware loads or hardware configurations), returns or exchanges must meet valid criteria.

Our standard policy applies primarily to LiDAR sensors (1D/2D/3D), AI cameras, depth cameras, iToF modules, and related accessories that are received with quality issues, physical damage, or significant discrepancies from the technical specifications. To expedite your request, please provide photographic or video evidence for technical diagnosis.

Customer Remorse Returns: If your device does not have quality issues but you wish to return it, please contact our support team. The following conditions apply:

  • A complete unboxing and operation video must be provided to ensure the unit is in resalable condition.

  • Return shipping costs are the responsibility of the customer.

  • A 10% restocking fee plus original international shipping fees will be deducted from the refund.

2. Cancellation Policy

  • Within 6 Hours: Orders cancelled within 6 hours of placement will receive a full refund if production/configuration has not started.

  • After 6 Hours: Cancellations made after this window may incur a 10% restocking fee and packaging costs, especially if the sensor has already been calibrated or integrated for your order.

  • Post-Shipping: If the item is already in transit, the refund will be processed within 24 hours only after the product has been successfully recalled or returned to our facility.

3. Return Eligibility & Process

Eligibility Period: Requests must be initiated within 30 days of delivery.

Condition for Return:

  1. Defective/Damaged: The LiDAR or camera exhibits functional failure or physical damage upon arrival.

  2. Remorse: The item must be in new, unused condition, housed in its original packaging with all cables, mounting kits, and documentation included.

Fees at a Glance:

  • Defective Items: hibotshop covers all return shipping and replacement costs.

  • Customer Remorse: Customer pays for round-trip shipping, packaging, and a 10% restocking fee.

4. Technical Quality Guarantee

We stand behind our engineering. If your hibotshop device encounters craftsmanship or hardware quality issues, contact us immediately. Please note that misuse (e.g., incorrect voltage input, physical impact, or unauthorized firmware tampering) will void this guarantee.

5. Return Method

All return inquiries should be directed to support@hibotshop.com.

  • Please use a tracked shipping service for all returns.

  • Refunds or repairs will be processed within 3-5 business days after our engineering team conducts a technical inspection of the returned hardware.

6. Customs and Regulatory Policy

As a global provider of robotic components, we remind customers that hibotshop is not responsible for items seized by customs due to local regulatory issues.

  • It is the buyer's responsibility to ensure compliance with local import laws and industrial standards.

  • Customers are responsible for all customs duties and taxes. Failure to pay these fees resulting in a seizure or "return to sender" status will exempt the order from our refund policy.

Additional Notes:

  • Buyers may be requested to perform basic diagnostic tests or run specific SDK samples to confirm hardware status.

  • Shipping fees are non-refundable.

Contact Us

For return queries, email us at support@hibotshop.com.

Applicable Regions

This policy is applicable in Australia, Germany, Canada, Netherlands, and the USA.