After-Sales Service

These after-sales policies apply to the following Dobot industrial robots:

DOBOT CR Series (CR3, CR3L,CR5, CR7, CR10 ,CR12 , CR16), DOBOT NOVA Series (NOVA2, NOVA5), DOBOT M1 Pro, and DOBOT MG400. 

Dobot provides corresponding after-sales service for authorized distributors or customers who directly purchased products from our official channels. Customers who purchased from Dobot authorized distributors shall obtain after-sales service from the distributor.

Notice:

This Warranty will be invalid if the equipment defect is caused by improper handling or failure to follow the relevant information described in the user manual. 

This warranty does not cover failures caused by the following conditions:

1.A customer does not meet the requirements of industrial standards or does not follow the user manual to install, connect wires, and connect to other control devices.

2. Using products beyond the specifications or standards of the manual.

3. Using products beyond the appointed purposes.

4. Storage method and working environment are beyond the appointed range (e.g., pollution, salt injury, and moisture condensation).

5. Products' damages caused by improper transportation.

6. Damages caused by accident or crash.

7. Not installing the original assembled components and accessories.

8. The damage caused by the third party, which is not Dobot or the designated integrator, while reconstructing, adjusting, or repairing the original components.

9. Any natural disasters, including fires, earthquakes, tsunamis, lightning, high winds, and floods.

10. Any malfunction not related to Dobot's responsibility apart from the circumstances mentioned above.

1. Warranty：

1. In the case of new devices and their components have defects resulting from manufacturing within the warranty period of the specific devices or components, Dobot shall provide the necessary spare parts or the necessary guidance for repairing, while the users or local distributor shall provide working hours to replace the spare parts or repair the part.  
2. In the case of new devices and their components having defects resulting from manufacturing and/or material faults within 12 months of entry into service (maximum of 15 months from shipment), Dobot will provide the necessary spare parts for replacing or repairing essential components.
3. Replacement products or components should inherit the warranty time of the original product.

4. Warranty period: (maximum of 15 months from shipment)

The related accessories of the robotic arm are subject to the original manufacturer's warranty period and warranty policy. The details will be described in detail in the annex.

5. The ownership of equipment or components replaced or returned to Dobot belongs to Dobot.
6. Dobot will arrange the replacement service at no cost under the following conditions and cover the logistics costs:
   1. The product should be operated under normal conditions following the Dobot’s published product materials, including but not limited to user manuals, safety guidelines, specifications, in-software notifications, and other service communications.
   2. The product is properly maintained according to the maintenance guidelines in the user manual.
   3. The product has not been disassembled, repaired, or modified without authorization.
7. If the product exceeds the warranty, Dobot reserves the right to charge the customer for replacement or repair.
8. The above provisions do not imply a change in the burden of proof to the detriment of the customer.

If the equipment renders a defect, Dobot is not responsible for any indirect, incidental, special or consequential damage or loss caused by it, including but not limited to production losses, or damage to other production equipment.

2. Paid After-Sales Service

Dobot provides paid after-sales service for products in one of the following situations when a customer covers the resulting logistics costs:

1. The product exceeds the warranty period.
2. Unable to provide proof for warranty or valid invoice, except those that can be proved within the warranty period.
3. The content on the warranty proof is altered or does not match the physical identification of the product.
4. Product failures caused by a lack of proper use and maintenance according to the user manual.
5. Product failures caused by unauthorized disassembling, maintenance, and modification.

3. After-Sales Service Process

1. Customers may be required to provide certain information, such as product type, serial number, purchase date, purchase invoice, software version, working project and working condition, and contact information, for the Dobot support team to identify the problem. If you obtain service under this policy, it will mean that you granted Dobot the permission to store, use, and process your contact information.
2. Dobot will attempt to diagnose and resolve your problem by telephone, e-mail, or online chat. Dobot may direct you to download and install particular software updates or diagnostic tools to analyze the situation better.
3. If your problem cannot be resolved over the online process, Dobot may require you to send the product to Dobot’s head office for further examination.
4. If it is confirmed by Dobot support that your problem requires a replacement for the product or components and it complies with the warranty policy, we will ship out the replacement within seven workdays at no cost.
5. If charges are required for a product that is no longer under warranty, Dobot support will confirm the service cost with the customer. Once the cost is paid, Dobot will start the process immediately.

4. Contact

Tel: 400-800-7266

Email: support@dobot-robots.com 

Address: Floor 9-10, Building 2, Chongwen Garden, Nanshan iPark, No. 3370 Liuxian Blvd, Nanshan District, Shenzhen, China

5. Disclaimer

Dobot continues to improve the reliability and performance of its products and therefore, reserves the right to upgrade the product without prior warning. Dobot takes care of the contents of this manual to be precise and correct but takes no responsibility for any errors or missing information.