Effective date: 21. October 2025
Company: Ragnarok Robotics OÜ (“Ragnarok”, “we”, “us”)
Contact for returns: info@ragnarokrobotics.com
Returns address: Ragnarok Robotics OÜ, Treiali tee 1, Peetri alevik, 75312 Rae vald, Harju maakond
Summary
- EU/EEA consumers: 14-day Right of Withdrawal from delivery, with exclusions (§3).
- Our voluntary window: 30 days from delivery for unused, resalable items (§4).
- Faulty/incorrect items: we repair/replace or refund (§5).
- You pay return shipping unless we made a mistake or the item is faulty (§6).
- Refund method: original payment method after we receive/verify the return (§7).
- Do not send returns without an RMA (§6).
Definitions
- Consumer: a natural person acting outside their trade, business, or profession.
- Business customer: any non-consumer purchaser (company, NGO, public body).
- RMA: Return Merchandise Authorization issued by us by email.
Statutory Right of Withdrawal (EU/EEA Consumers)
You may withdraw from a distance purchase within 14 days after delivery without giving a reason.
How to exercise
- Email info@ragnarokrobotics.com with your order number and a clear statement that you withdraw.
- Within 14 days of your notice, send the goods back with the RMA and proof of purchase.
Refund
- We refund the product price and the standard outbound delivery cost (if paid).
- We may withhold the refund until we receive the goods or you provide proof of return.
- We may deduct diminished value caused by handling beyond what is necessary to inspect the goods (try as in a shop, not use).
Exclusions (no withdrawal)
- Custom-made or clearly personalized items; configured-to-order assemblies; cut-to-length materials.
- Sealed goods not suitable for return for health/hygiene once unsealed.
- Digital content not supplied on a tangible medium after download/activation with your prior consent.
- Urgent on-site services once fully performed with your prior consent.
Your statutory rights on faulty goods remain unaffected.
Our Voluntary 30-Day Return (Change-of-Mind)
Within 30 days of delivery we accept returns of unused items in original packaging with all accessories, manuals, and tags.
- Items must be new, uninstalled, and unmarked.
- We reserve the right to refuse or apply a deduction for missing parts or damage.
- Sale/discounted items: returnable under the same conditions (EU law does not exclude them).
Non-returnable under this clause
- Opened software, license keys, or activated subscriptions.
- Batteries, fuels, pressurized gas, and other dangerous goods once shipped (see §6.4).
- Consumables after opening (adhesives, lubricants, gaskets, filters).
- Any product expressly marked “non-returnable”.
Faulty, Damaged, or Incorrect Items
- Dead on arrival / transit damage: contact us within 7 days of delivery with photos and the serial number. Keep packaging for carrier inspection.
- Non-conformity (EU legal guarantee): consumers are entitled to a remedy if goods are not as described or defective. We will repair, replace, or refund as required by law.
- Incorrect item shipped: we provide a prepaid label or arrange pickup.
Return Procedure (RMA Required)
- Email info@ragnarokrobotics.com with order number, item(s), reason, and photos if defective.
- Receive RMA and instructions.
- Pack securely in the original box and over-box where possible. Remove old labels.
- Include the RMA slip inside and the RMA number on the outer box.
- Ship to Treiali tee 1, Peetri alevik, 75312 Rae vald, Harju maakond using a trackable service.
Who pays return shipping
- You, for change-of-mind/wrongly ordered items.
- Us, for faulty, damaged, or incorrectly supplied items.
International returns
- Mark the customs form “Returned goods – no commercial value” and include the original export documents. You are responsible for duties charged due to incorrect declaration.
Dangerous goods
- Lithium batteries, fuels, pressurized cylinders require compliant packaging and carrier. Contact us for instructions before shipping.
Refunds
- We inspect returns within 5–7 business days of receipt.
- Approved refunds are issued to the original payment method.
- Refund timing depends on your bank/provider (typically 3–10 business days after we process).
- If we receive items incomplete or used, we may reduce the refund to reflect loss in value.
Where is my refund?
Check your bank statement, then contact your card issuer. If still missing 10 business days after our confirmation, email info@ragnarokrobotics.com.
Exchanges
- Same-item exchanges are approved only for defective or damaged products in stock.
- For change-of-mind exchanges, return for refund and place a new order.
Gifts
- If purchased as a gift and shipped directly to you, we can issue store credit to you after we receive the return.
- If shipped to the giver, the refund goes to the original purchaser.
Business Customers
- Returns for non-faulty items require written approval and may be subject to handling fees.
- Risk transfers on delivery per Incoterms shown at checkout; inspect on receipt.
- Warranty is as stated on the product page or sales contract.
Items Sent Without Authorization
Parcels sent to the manufacturer or sent to us without an RMA may be refused or delayed. We are not responsible for lost unauthorized returns.