M5Stack StackChan Open‑Source AI Desktop Robot (Pre-sale)

Effective Date: December 10, 2025

At OpenELAB, we are committed to providing accurate product descriptions and high-quality electronics. The following policy outlines your rights and obligations, designed to be fair to both our customers and our business operations globally.

1. Warranty Policy

A. Standard Limited Warranty (Global & US)

For customers in the United States, Asia, and other non-EU regions:

• Warranty Period: OpenELAB provides a 12-month warranty from the date of delivery.

• Coverage: This warranty covers defects in material and workmanship under normal use.

• Resolution: We will repair or replace defective units at no charge.

B. Statutory Rights for EU/UK Customers (EU Compliance)

If you are a consumer residing in the European Union or the UK purchasing from our global site:

• Statutory Guarantee: You are entitled to a 24-month statutory guarantee for conformity defects present at the time of delivery, in accordance with EU consumer protection laws.

• Relation: The Standard Limited Warranty (Section 1.A) applies in addition to, and does not replace, your statutory rights.

C. Warranty Exclusions (Applies to ALL Regions)

Warranty coverage is VOID if the damage is caused by:

1. Misuse: Incorrect installation, reverse polarity, or exceeding voltage limits.

2. Unauthorized Modification: This explicitly includes soldering, cutting pins, modifying the PCB, or flashing unauthorized/beta firmware that "bricks" the device.

3. Physical Damage: Drops, moisture/water damage, or electrical surges (lightning).

4. Normal Wear & Tear: Consumable parts (e.g., batteries), unless defective upon arrival.

Note: For non-warranty repairs (e.g., customer-induced damage), we may offer repair services for a fee. Shipping and diagnostic costs will be borne by the customer.

2. Return & Refund Policy

A. Return Window

• Standard: You may request a return within 31 days of receiving your order.

• EU Customers: You have the statutory right to withdraw from the contract within 14 days of receipt without giving a reason.

B. Refund Conditions & Restocking Fees

To protect against policy abuse, the refund amount is strictly determined by the condition of the returned item.

1. Full Refund (100%)

• The item is Brand New, Unopened, and Unused.

• The original packaging is intact and sealed.

• All accessories are present.

2. Partial Refund (Restocking Fee / Value Depreciation)
If the item is returned in a condition that prevents it from being sold as new, OpenELAB reserves the right to deduct a Restocking Fee (or "Compensation for Loss of Value" for EU customers) from the refund.
Deductions apply if:

• Signs of Use: Visible scratches, mounting marks on screw holes, or fingerprints.

• Damaged Packaging: Original box is torn, written on, or missing.

• Technical Modification: The device has been powered on, programmed/flashed, or soldered.

• Broken Seals: Anti-static bags or security seals have been opened.

Depending on the severity of the usage/damage, the deduction may range from 15% to 50% of the product price. Items damaged beyond repair due to misuse will not be refunded.

C. Shipping Costs

• Defective / Wrong Item: OpenELAB covers the return shipping cost.

• Customer Remorse (Changed Mind / Ordered Wrong Item): The customer is responsible for all return shipping costs to our designated return center (located in the US, Germany, or China, depending on your region). Original shipping fees are non-refundable unless required by local law.

3. Return Process (RMA)

To ensure a smooth return process, please follow these steps:

1. Authorization: Contact us at info@openelab.io before returning any item. Returns without prior authorization will not be accepted.

2. RMA Number: We will provide you with a Return Merchandise Authorization (RMA) number and the correct return address.

3. Packing: Ship the item back in its original packaging with the RMA number clearly marked on the shipping label (not on the product box).

4. Tracking: We strongly recommend using a trackable shipping method. OpenELAB is not responsible for returns lost in transit.