At Platts Robotics we aim to ensure every customer is delighted with their purchase. Everything that leaves our site will be fully inspected upon dispatch to ensure it is in perfect condition. We do everything within our control to package and protect your items so that they arrive with you in just the same way they left us. However, if you do have a problem, here is what to do:
Contact Us
To start a return:
Please email info@plattsrobotics.co.uk or write to:
Platts Robotics
Unit 2 Omicron House
Fircroft Way
Edenbridge
Kent
TN8 6EL
Your Right to Cancel
If you buy online or over the telephone you have 14 calendar days from the day after delivery to cancel under the Consumer Contracts Regulations 2013.
- Please notify us in writing within this period .
- You then have 14 days to return the goods.
- You are responsible for return postage for change-of-mind cancellations.
- Refunds are processed within 14 days of our receiving the goods (or proof of posting), using your original payment method.
How do I return an item?
- Contact us first before returning anything and we’ll issue instructions and a return address.
- Pack securely. Use the original packaging wherever possible.
- Responsibility for Packaging:
- You must pack goods safely for return.
- You are responsible for loss or damage caused by inadequate packaging until the goods reach us.
- If we arrange collection for a verified or suspected fault, you must still take reasonable care to pack safely.
- If damage occurs in transit, we may reduce any refund or charge for repair to reflect that damage.
- Unauthorised or unnotified returns may be refused.
Incorrect Goods
If we supply the wrong product, an incorrect quantity, or an item that does not match its description, please notify us as soon as possible and within 30 days of delivery.
- We will arrange collection or replacement at no cost to you.
- You must take reasonable care of the goods while they are in your possession.
- If a replacement is not available, a full refund will be issued using your original payment method.
- For minor discrepancies (such as packaging changes or product updates that do not affect function), this will not be considered “incorrect goods”.
This does not affect your right to reject goods that are faulty (see section ‘faulty goods’ below).
Damaged in transit
If your purchase is damaged in transit, please contact us within 7 days informing us and attach photos of the problem. You can return it within 30 days and either get a replacement or a refund. Please make sure you give us your order number and return the item in its original packaging. Returns will need to be sent recorded delivery and signed for as proof of postage so your item can be tracked back to our offices.
Condition of Returned Goods
You may handle the product only to the extent needed to assess its nature and features, as you could in a shop.
If the product has been installed, powered on, mapped, paired, or used on grass, this exceeds inspection.
We may therefore deduct an amount to reflect any loss in resale value.
You cannot ‘try before you buy’ and return used products as new.
Please return all original packaging, manuals, cables and accessories. Missing items may also result in deductions.
These provisions do not affect your rights relating to faulty, incorrect or mis-described goods.
Faulty Goods (Consumer Rights Act 2015)
Your Legal Rights
All goods must be of satisfactory quality, fit for purpose, and as described. These rights apply automatically alongside any manufacturer warranty.
Fault Resolution
- If a confirmed fault is reported within 30 days of delivery, you may reject the goods for a full refund, or you can choose a repair or replacement.
- After 30 days (and within six months), we are entitled to repair or replace the item before any refund becomes due.
- If a repair or replacement is impossible, cannot be completed within a reasonable time, or the same fault reoccurs, you will be entitled to a refund or appropriate price reduction.
Refunds are made using the original payment method within 14 days of agreement.
Proof of Fault within 6 Months
If a fault arises within the first six months, the law presumes it existed at the time of delivery unless we can show otherwise (for example, misuse, external damage, or incorrect installation).
After six months, you may be asked to demonstrate that the fault was present at delivery.
Return Costs
If a product is found to be faulty or incorrect, we will bear reasonable return or collection costs.
If no manufacturing fault is identified, inspection or transport charges may apply.
Exclusions
These rights do not cover:
- Normal wear-and-tear items (e.g. blades, batteries, etc.)
- Accidental damage, misuse or incorrect installation
- Flooding, pest damage, or operation in unsuitable conditions such as steep slopes or weak GPS/RTK signal.
Warranty and Repair Process
All products include the manufacturer’s standard warranty.
To make a claim:
- Contact us with proof of purchase and a clear description of the issue (photos or diagnostic data may help).
- We will advise the most suitable route, either return-to-base to us or contact any dealer within the manufacturer’s network for assessment or repair.
- Warranty covers manufacturing defects only; it does not cover misuse or site-specific issues.
- Warranty repair or replacement does not extend the original warranty period.
Spare Parts, Accessories & Consumables
Spare parts, accessories and consumable items (such as blades, cables, batteries and cleaning products) are supplied on a supply-only basis and must be installed or fitted in accordance with the manufacturer’s instructions.
- These items are covered by our or the manufacturer’s standard warranty against manufacturing defects
- Wear, accidental damage or misuse are not covered.
- We may require return-to-base inspection before issuing a replacement or refund.
- Used, fitted or installed parts cannot be returned under the 14-day cancellation policy unless they are unused and resaleable.
Product Suitability
Performance figures (e.g. area coverage or slope limits) are “up to” values based on typical conditions.
Performance may vary with obstacles, trees, layout or signal quality. Reduced performance for these reasons does not make the product faulty.
When purchasing on a supply-only basis, you are responsible for ensuring your garden is suitable and for following installation instructions.
Software and Connectivity
Some products require app pairing, firmware updates or network connectivity provided by you.
We are not responsible for connectivity or coverage issues beyond our control.
Diagnostic data may be used only for troubleshooting and warranty purposes.
Contact Us
To start a return, report incorrect goods or discuss a warranty claim, please contact us via our website contact details.
Nothing in this policy affects your statutory rights. For full details of our Terms & Conditions of Sale and Website Use, please see our full Terms & Conditions.