Refund & Cancellation Policy

We want reserving an Optimus to be a low-risk decision. This policy explains how to cancel a reservation, how deposits are refunded, and what happens if you want to return a delivered robot.

Summary

Cancelling a reservation

You can cancel at any time before accepting your final order by emailing [email protected] from the address used for your reservation, with your reservation code (for example OPT-1234-A) in the subject line.

We will confirm the cancellation by email within 3 business days. Your place in the queue is released at that moment and cannot be restored.

How refunds are paid

• Refunds are issued to the original payment method, in the original currency.
• We initiate the refund within 5 business days of confirming cancellation.
• Your bank or card provider may take a further 5–10 business days to show the credit.
• We do not deduct any fees. Any currency conversion differences applied by your bank are outside our control.

If the original payment method is no longer available, contact [email protected] and we will arrange an alternative.

Changes on our side

You are entitled to a full refund, and may cancel at any point, if:

• the final price of your edition rises by more than 10% compared with the estimate shown when you reserved;
• a specification of your reserved edition changes materially;
• your estimated delivery window slips by more than 6 months; or
• we are unable to deliver to your country.

We will tell you by email if any of these happen.

Changing your configuration

You can change the edition or finish of your reservation before final order acceptance at no cost. Changing configuration does not affect your queue position, although some finishes or editions may ship in a different production batch.

After delivery: 30-day return window

Once you have purchased and received your robot, you may return it within 30 days of delivery for a refund of the purchase price, provided that:

• the robot and its accessories are returned complete and without damage beyond normal testing;
• you schedule a collection through our support team; and
• you perform a factory reset, which permanently deletes on-device data (our technician can assist).

Collection is free within the delivery regions we serve. Where damage beyond normal testing is found, we may deduct a reasonable amount corresponding to the loss in value, and will explain it in writing. Statutory withdrawal rights for EU and UK consumers (14 days) are included within this longer window.

Faulty products and warranty

Returns for faults are handled under the warranty supplied with your robot (2 years for Standard and Workshop editions, 3 years for Care) and do not affect your statutory rights. Faulty units will be repaired, replaced or refunded as required by law.

Contact

Cancellations and refunds: [email protected]. Other questions: [email protected].