Refund & Return Policy
At The Pocket Labs , every robotics kit and component undergoes 100% manual bench testing and quality control inspection prior to dispatch to ensure all micro-controllers, sensors, and motor drivers function properly.
1. Mandatory Unboxing Video Requirement
Due to the sensitive electronic nature of robotics hardware, a continuous, unedited unboxing video is strictly mandatory for any return, replacement, or missing item claim.
- The video must clearly show the unopened shipping package with the shipping label and tracking number fully visible before opening.
- The video must capture the complete unboxing process, item inspection, and initial powering/testing in a single, unedited shot.
- Claims submitted without a clear, continuous unboxing video will not be accepted under any circumstances.
2. Claim Window & Eligible Conditions
- Reporting Window: Any defect, damage during transit, or missing component must be reported within 48 hours of package delivery.
- Defect Verification: If a component is verified defective upon review of your video and technical evaluation, we will provide a free replacement for the affected module or part.
- Non-Refundable Items: Damage resulting from reverse polarity power connections, short circuits, incorrect wiring, over-voltage, or customer soldering errors is not eligible for return or replacement.
3. Support Contact
To initiate a claim, send your order details and unboxing video link to head@thepocketlabs.com within 48 hours of delivery.