Warranty documents are usually written to be defensible rather than readable. Here is ours, in the order customers actually ask about it.

The platform: 24 months

Parts and labour on everything that is not a consumable, from the date of delivery. If a joint actuator fails in month 19 from normal use, we replace it and we pay the freight both ways. If we cannot repair it on site, a loaner ships within five business days.

Consumables: 90 days

Foot pads, belts, filters, grip surfaces and battery capacity below 80 % of rated. These wear by design and pretending otherwise would just make the platform more expensive.

Returns: 14 days, unmodified

Fourteen days from delivery, in original condition, for a full refund less return freight. If you ordered the wrong platform we would rather take it back than have it sit in your store room for two years. Custom-configured units are excluded, and we say so before you order rather than after.

How a repair actually works

  • You open a ticket with the serial number and a short description.
  • We respond within one business day with either a fix, a part, or a site visit date.
  • Field repairs are scheduled within five business days for customers in the US and EU.
  • Every repair is logged against the unit's test record, so the next engineer knows what happened.

What voids coverage

Water ingress beyond the stated IP rating, unauthorised firmware, physical damage from a fall or a collision, and running the platform outside its published payload and duty cycle. That is the whole list.

A warranty is a promise about how you will be treated when something goes wrong. It should be short enough to read in one sitting.

Questions about a specific case go to the same team that does the repairs, not to a claims department.