Trust Hub

Refunds & Returns

We want customers to order from SVRC with confidence. Our standard commercial terms include a clear return window, a documented condition standard, and a specific refund timeline. These terms apply to hardware ordered directly through our store. Custom data engagements, custom hardware builds, and rental programs have separate terms described later on this page.

• Return window: Most new, unused hardware can be returned within 14 days of delivery for a refund minus the original outbound shipping and a restocking fee.
• Condition standard: Returned items must be in original packaging, free of permanent modifications, and accompanied by all included accessories and documentation.
• Restocking fee: A typical restocking fee of 10–15% applies to cover inspection, refurbishment, and repackaging. Defective items are exempt.
• Refund timeline: Once a returned item is received and inspected, refunds are issued within 7 business days to the original payment method.
• Defective on arrival: If a product is defective on arrival, contact us within 72 hours of delivery. We cover return shipping and issue either a replacement or a full refund at your choice.

For a specific RMA, email contact@roboticscenter.ai with your order number. Our full refund policy is maintained at /refund-policy.

Warranty

Hardware sold through our store is backed by the manufacturer warranty and, where applicable, an additional SVRC warranty commitment. Typical coverage windows and scopes are:

• Robotic arms and humanoids: 12 months against manufacturing defects (motor, sensor, or controller failure under normal research use).
• Grippers and end-effectors: 6–12 months depending on model.
• Teleoperation kits and peripherals: 12 months.
• Consumables and wear items: not covered under warranty.
• Misuse: accidental damage, liquid damage, and damage caused by unauthorized modification are not covered.

When a claim is filed, we triage the fault on a video call with your team, coordinate shipping to our repair shop at the Mountain View campus or directly to the manufacturer where required, and keep the customer informed of status throughout. If the turnaround exceeds the service-level commitment attached to your order, we prorate a service credit automatically.

Shipping & Customs

Hardware ships from our Mountain View, California warehouse unless otherwise noted on the product page. Larger items may ship direct from the manufacturer via a drop-ship arrangement; the shipment origin is disclosed before checkout. Standard lead times are 2 weeks for most in-stock items, with longer windows for made-to-order or back-ordered items.

• Domestic (US): ground freight or parcel depending on size and weight. Tracking numbers provided on dispatch.
• International: air freight via DHL, FedEx, or a dedicated freight forwarder for oversize shipments. Customs duties, VAT, and import taxes are the responsibility of the buyer unless quoted on a delivered-duty-paid (DDP) basis.
• Export controls: some robotics hardware (including teleoperation platforms with certain sensor payloads) is subject to US Export Administration Regulations. We complete a recipient screen prior to export and cannot ship to sanctioned destinations.
• Packaging: large robots are shipped in custom crates designed to survive standard freight handling; photos are taken before sealing and included with the shipment documents.

For procurement teams that require specific Incoterms, DDP pricing, or a bonded shipment, contact our operations team before placing the order and we will produce a tailored quote.

Privacy & Data Handling

We collect only the personal data required to fulfill orders, deliver services, and communicate with customers. We do not sell personal data, we do not share it with third parties for advertising, and we support reasonable data subject requests (access, deletion, correction) consistent with California Consumer Privacy Act (CCPA) and General Data Protection Regulation (GDPR) principles.

• Order data: name, billing address, shipping address, payment identifier (payment data is tokenized through our payment processor; we never store raw card numbers).
• Account data: email address and password hash for customers who create an account.
• Usage data: standard web analytics (pages viewed, approximate location by IP) used to improve the site. Opt out via your browser's Do Not Track signal.
• Customer robot data: in data collection engagements, episodes remain the customer's intellectual property by default. We do not use customer episodes to train general-purpose models without explicit written consent in the statement of work.
• Operator privacy: human teleoperators' audio and video are handled per our internal operator policy and are not shared with end customers beyond what is necessary for quality audits.

To exercise a data subject right, email contact@roboticscenter.ai with "privacy request" in the subject line. We respond within 30 days, as required by law. Full details live at /privacy-policy.

Security Disclosure

We welcome security researchers who find and responsibly disclose vulnerabilities in our website, customer-facing applications, or shipped hardware. Our disclosure policy is:

• Contact: email security@roboticscenter.ai with a description of the vulnerability and steps to reproduce.
• Safe harbor: good-faith research that avoids data exfiltration, service disruption, and harm to users will not be subject to legal action from us.
• Scope: roboticscenter.ai and direct subdomains, along with SVRC-published firmware for teleoperation hardware. Third-party vendor hardware should be disclosed to the vendor directly; we will help coordinate where we can.
• Out of scope: social engineering of SVRC staff or contractors, physical intrusion, and denial-of-service testing.
• Response: we acknowledge reports within 2 business days and share a triage and remediation timeline within 10 business days.

We do not currently operate a public bounty program, but we recognize exceptional research publicly (with researcher consent) and offer credit on this page.

Compliance

Silicon Valley Robotics Center operates as a registered California business. We collect and remit California sales tax on applicable in-state transactions and comply with applicable state and federal regulations. Specific compliance items include:

• California business registration: active with the California Secretary of State.
• Sales tax: collected on taxable in-state sales and remitted to the California Department of Tax and Fee Administration. Out-of-state sales tax handled per destination rules and marketplace facilitator rules where applicable.
• Export controls: hardware exports subject to US EAR regulations are screened for destination, end-use, and end-user restrictions before dispatch.
• Accessibility: we aim for WCAG 2.1 AA compliance on customer-facing pages. Report accessibility issues to contact@roboticscenter.ai.
• Workplace safety: our showroom and training bay follow applicable Cal/OSHA guidelines. Visitors receive a safety briefing before interacting with powered robots.

Terms Summary

Our commercial terms of service govern use of the website and purchase of hardware and services. Key points:

• Prices are stated in US dollars unless otherwise noted and exclude sales tax and shipping.
• Orders are accepted on receipt of payment (or approved purchase order) and can be cancelled for any reason prior to shipment.
• We reserve the right to decline orders that appear to be placed for sanctioned destinations or restricted end uses.
• Disputes are governed by California law, and the exclusive venue is Santa Clara County, California. Enterprise contracts may negotiate alternative terms.
• Rental terms, data engagement master service agreements, and enterprise license agreements supplement and where applicable supersede these default terms.

Full terms of service are available on request from the contact address above and are included by reference in every order confirmation.

Contact a Human

If anything on this page is unclear, or if you need a customized version of any policy for enterprise procurement, email contact@roboticscenter.ai. A member of our operations team will respond within one business day.

Rental-Specific Terms

Robots rented through our program are governed by a separate rental agreement signed at the start of the rental. Summary commitments include:

• Condition grading: rental units are graded A, B, or C on a published scale, and rental pricing reflects the condition grade. Photos and a condition report are included in the rental paperwork.
• Damage waiver: an optional damage waiver can be added to the rental for a percentage of the rental fee. Without the waiver, the renter is responsible for repair costs up to the replacement value of the equipment.
• Return condition: equipment must be returned in the same functional state as delivered, less reasonable wear. Our inspection team checks every unit on return and shares the report with the renter.
• Early return and extension: rentals can be extended with written confirmation at the agreed rate. Early returns are accepted without penalty, though pre-paid periods are not refunded.

Data Engagement-Specific Terms

Custom data collection and annotation engagements are governed by a signed statement of work that supersedes these default terms where they conflict. Standard SOW provisions include:

• Ownership: collected episodes become the customer's intellectual property on delivery and payment, subject to operator privacy carve-outs.
• Quality acceptance: each delivery is accepted based on documented acceptance criteria (episode count, schema compliance, quality score thresholds). Episodes that fail acceptance are re-collected at no additional cost.
• Confidentiality: customer task definitions, scene descriptions, and target use cases are treated as confidential. Operator access is restricted on a need-to-know basis.
• Operator welfare: teleoperators are employees or contractors, not a crowd, and their working conditions are governed by our internal operator policy.

Incident Response

If a safety incident occurs involving SVRC hardware, a customer, a visitor, or one of our team members, we follow a documented incident response procedure. The procedure covers immediate containment, injured-person care, notification of relevant authorities where required, internal root cause analysis, and a written post-incident report shared with affected parties. We keep an internal log of every incident, near-miss, and significant customer complaint, and we review the log quarterly to identify recurring patterns.

Policy Changes

Policies on this page may be updated from time to time. Material changes are announced via the site and, for customers with active engagements, via email. The effective date of the most recent material change is noted at the top of each policy document. We preserve prior policy versions internally so that we can answer questions about which policy applied at a particular point in the past.

Related Pages

About SVRC · Our Team · Credentials · Refund Policy · Privacy Policy