RMA Process & Warranty Claims (B2B Only)

We strive to process service requests as quickly as possible. Please review the guidelines below to ensure your return or repair is handled efficiently.

Eligibility Requirements

Please note that the RMA process is exclusively available to B2B Customers. To open a claim, the following criteria must be met:

• Direct Purchase: The item must have been purchased directly from Robitronic.

• Terms: Please refer to our B2B General Terms and Conditions (AGB) for full warranty details.

The "One Item = One Ticket" Rule

To ensure the fastest possible processing time, you must open a separate ticket for each individual article.

Important: Do not combine multiple defective items into a single support ticket. Listing each item individually allows our team to process, track, and resolve specific issues much faster.

Required Information

When opening your ticket, please have the following information ready. Missing information may delay the review process.

• Customer Number: Your unique B2B client ID (found on every invoice we issue).

• Invoice Number: The specific invoice associated with the purchased item.

• Item Number: The SKU/Article number of the product.

• Error Description: A precise and detailed explanation of the issue.

• Media Evidence: We strongly encourage you to upload photos or videos demonstrating the fault. This allows our Service Team to perform a preliminary visual inspection immediately.

Processing & Timeline

Once you submit your ticket, our Service Team will review the details.

• Response Time: On business days, you will typically receive a response within a few hours.

• Resolution Options: Based on the information provided, we will decide on the next steps:

  • Repair: The unit will be serviced.

  • Exchange: A replacement unit will be issued.

  • More Info: We may request further details if the initial description is unclear.

You can view the status of all your open and closed cases at any time via your Customer Dashboard. This ensures full transparency regarding your RMA history.