This Refund Policy sets out the circumstances in which BlackSwan Robotics (“we”, “us”, “our”) may offer a refund, replacement, repair, credit, or cancellation for products and services purchased through our website or otherwise supplied by us.

This policy applies to products and services including machine sales, leasing, rental, maintenance, and related services, subject to any separate written agreement, quotation, lease agreement, rental agreement, or service contract.

 

1. General position

We aim to provide clear and fair refund terms. Your statutory rights under applicable UK consumer law are not affected by this policy. If there is a conflict between this policy and any mandatory legal right, the legal right will apply.gov+1

​

2. Product sales

If you purchase a machine or other product from us, you may be entitled to a refund if:

• The product is faulty.

• The product is not as described.

• The product is not fit for its intended purpose.

• You validly cancel your order within the applicable cancellation period, where cancellation rights apply.gov+1

For faulty goods, customers in the UK generally have the right to reject the item within 30 days and receive a full refund. After that period, the customer may be entitled to a repair or replacement, and if that is unsuccessful, a refund or price reduction may be available.gov+1

 

3. Change of mind cancellations

For most online or distance sales to consumers, you generally have the right to cancel within 14 days of receiving the goods, without giving a reason. After cancellation, you generally have 14 days to return the goods, and we must refund you within 14 days of receiving the goods back or proof of return.gov+1

If you paid for standard delivery, the standard delivery charge will normally be refunded as part of the cancellation refund. If you chose a more expensive delivery option, only the cost of standard delivery is normally refundable.gov

 

4. Exclusions and limitations

Unless otherwise required by law, refunds or cancellations may not apply, or may be limited, in situations such as:

• Custom-made or personalised products.

• Products damaged through misuse, improper installation, neglect, or unauthorised modification.

• Products returned without all original parts, packaging, or accessories where this affects value.

• Items supplied under a business-to-business contract where different terms apply.

• Maintenance or support services already performed, where the service has been fully delivered in accordance with the agreement.

• Lease or rental agreements that are governed by separate contractual terms.

Some products or services may have special restrictions depending on their nature and the applicable law.rocketlawyer+1

​

5. Leasing and rental

For leased or rented machines, refunds are generally governed by the relevant lease or rental agreement. Fees already paid for a period of use may not be refundable unless the contract expressly provides otherwise or we are required by law to refund them.

Where a leased or rented machine is faulty on delivery or materially not as agreed, please notify us promptly so that we can assess repair, replacement, credit, or other remedies under the applicable agreement.

​

6. Maintenance services

Maintenance, support, installation, or repair services are generally non-refundable once the service has been carried out, except where required by law or where we have failed to provide the service with reasonable care and skill.

If a scheduled service is cancelled by you with insufficient notice, an administration fee or cancellation charge may apply if stated in the relevant agreement or quotation.

​

7. How to request a refund

To request a refund, replacement, repair, or cancellation, please contact us using the contact details on our website and provide:

• Your name and contact details.

• Order number, invoice number, or contract reference.

• Details of the product or service.

• The reason for your request.

• Any supporting evidence, such as photos, delivery notes, or fault descriptions.

We may ask you to return the product for inspection before deciding whether a refund, repair, or replacement is appropriate.

​

8. Refund processing

Where a refund is approved, we will usually process it using the original payment method unless otherwise agreed. Refunds will be made without undue delay and within any timeframe required by law.legislation.gov+1

Please allow time for your bank or payment provider to complete the transaction after we have processed the refund.

​

9. Return condition

Where goods are returned, you must take reasonable care of them. If goods are returned damaged because they were used beyond what is necessary to inspect them, or if parts are missing, we may reduce the refund amount where permitted by law.

You are responsible for ensuring goods are securely packaged for return unless we agree to arrange collection.

​

10. Faults and warranty issues

If a product develops a fault, please contact us as soon as possible. Depending on the product, issue, and applicable law, we may offer repair, replacement, refund, or manufacturer warranty support.

Any manufacturer warranty is separate from your legal rights unless expressly stated otherwise.

​

11. Business customers

Where you purchase as a business customer, refunds and cancellations may be subject to different terms set out in the applicable quotation, invoice, order confirmation, lease agreement, rental agreement, or service contract. To the fullest extent permitted by law, business sales are final unless otherwise agreed in writing.

​

12. Changes to this policy

We may update this Refund Policy from time to time. The updated version will be posted on our website with the revised effective date.

​​