Returns & Refunds policy

At Exotic Team MX, we are committed to delivering reliable robotic development platforms that are individually assembled, inspected, and tested before shipment.

Because our products are specialized engineering platforms intended for educational, research, and development purposes, they differ significantly from conventional consumer electronics. Each platform includes both physical hardware and permanently delivered digital content, such as firmware, source code, documentation, and other development resources.

For this reason, every support request is handled individually with the objective of identifying and resolving the reported issue in the most appropriate and reasonable manner.

1. General Policy

Our primary objective is to restore the product to proper operation whenever reasonably possible.

Rather than following a standard consumer return model, every reported issue is evaluated individually based on the available evidence, the technical nature of the issue, and the circumstances under which it occurred.

Because each case is unique, the appropriate resolution may vary.

Possible resolutions may include, but are not limited to:

• Remote technical assistance.

• Diagnostic guidance.

• Repair recommendations.

• Replacement of individual components, when appropriate.

• Inspection of the product.

• Other mutually agreed solutions.

2. Refund Eligibility

As a general policy, refunds are not offered after a product has been delivered.

This policy exists because each product includes permanently delivered digital content that cannot reasonably be returned once access has been provided. In addition, many technical issues can be resolved through diagnostics or technical assistance without requiring replacement of the entire product.

Refund requests submitted after delivery will therefore not normally be accepted.

3. Order Cancellation Before Shipment

Customers may request cancellation of an order at any time before it has been shipped.

If payment processing fees, bank transfer fees, currency conversion fees, or other non-refundable transaction costs have already been incurred, those costs may be deducted from the refunded amount.

Once the order has been shipped, it can no longer be cancelled.

4. Order Cancellation by Exotic Team MX

Exotic Team MX reserves the right to cancel an order before shipment whenever fulfillment becomes impossible or impractical.

Examples include, but are not limited to:

• Product unavailability.

• Shipping restrictions.

• Export or import limitations.

• Destination country not serviced by available carriers.

• Pricing or listing errors.

• Suspected fraudulent activity.

• Circumstances beyond our reasonable control.

Whenever possible, customers will be notified before cancellation, and any eligible refund will be processed using the original payment method.

5. Warranty Claims

Warranty claims are evaluated individually.

Due to the technical nature of the product, many failures caused by improper handling or incorrect operation can appear similar to manufacturing defects.

For this reason, warranty coverage does not apply to damage or malfunctions resulting from, including but not limited to:

• Improper handling.

• Incorrect assembly.

• Incorrect wiring.

• Reverse battery polarity.

• Incorrect power supplies.

• Customer modifications.

• Physical impacts or collisions.

• Liquid exposure.

• Operation outside the intended specifications.

• Failure to follow the provided documentation.

Warranty claims will only be accepted when sufficient evidence demonstrates that the reported issue originated from an inherent manufacturing or assembly defect that existed at the time of delivery.

6. Technical Evaluation

To properly evaluate a reported issue, customers may be asked to provide relevant information, including:

• Proof of purchase.

• Photographs.

• Videos.

• Description of the issue.

• Firmware version.

• Diagnostic measurements.

• Additional technical information when applicable.

Because similar symptoms may originate from very different causes, sufficient diagnostic information is necessary before determining the most appropriate course of action.

Failure to provide adequate information may prevent us from accurately evaluating the reported issue.

7. Wear and Operating Conditions

Robotic development platforms contain mechanical, electronic, and electromechanical components that naturally experience wear during normal operation.

The service life of these components depends on numerous factors beyond our control, including:

• Operating conditions.

• Battery condition.

• Maintenance.

• Mechanical adjustments.

• Driving style.

• Environmental conditions.

• Accidental impacts.

Normal wear resulting from regular use is not considered a manufacturing defect.

8. International Service

Exotic Team MX serves customers worldwide.

Because international shipping costs for complete robotic platforms or individual replacement components may be disproportionately expensive, returning products for inspection or repair is often impractical.

For international customers, issues will therefore be addressed primarily through remote technical support and diagnostic assistance whenever reasonably possible.

Depending on the specific situation, we may recommend repairs performed by the customer or by a qualified local technician using our technical guidance.

9. Service Within Mexico

Customers located within Mexico may have access to additional service options due to substantially lower domestic shipping costs.

Depending on the reported issue and the outcome of the technical evaluation, available solutions may include inspection, repair, or replacement of individual components.

These options are evaluated individually and are not guaranteed.

10. Shipping Damage

If a shipment arrives visibly damaged, customers should document the condition of both the package and its contents as soon as possible.

Shipping-related incidents should be reported promptly and supported by photographs whenever available.

Such cases will be evaluated individually and, when appropriate, coordinated with the shipping carrier.

11. Customer Cooperation

Successful diagnosis often depends on the information provided by the customer.

Customers are expected to cooperate during the troubleshooting process by providing accurate information regarding the reported issue and by following reasonable diagnostic procedures when requested.

Our goal is to identify the actual cause of the problem before determining the most appropriate solution.

12. Our Commitment

Every robotic platform manufactured by Exotic Team MX is individually assembled and tested before shipment.

We stand behind the quality of our manufacturing and are committed to assisting our customers whenever technical issues arise.

At the same time, because our products are highly configurable engineering platforms, we cannot assume responsibility for every circumstance that may occur after the product leaves our facilities.

For this reason, every case is evaluated individually, with the objective of providing the fairest and most appropriate solution based on the available technical evidence.