Return and Refund Policy

1. Scope of Application

1.1 Applicable Regions

EU / European Economic Area, Switzerland, Norway, United Kingdom, United States (excluding Alaska, Hawaii, and U.S. overseas territories)

1.2 Covered Products

Full-body lower-limb powered exoskeletons, upper-limb powered exoskeletons, portable robotic wearable exoskeletons, original batteries, drives, chargers, and brand-original matching accessories

1.3 Applicable Purchasers

Individual end-users; commercial customers (factories, enterprise bulk purchasers)

1.4 Valid Purchase Channels

Official brand website, authorized regional distributors, official crowdfunding pages

2. Return and Exchange Timeframe Rules

Return period: 7 calendar days after receipt, product must be unopened, unused, and in original packaging; otherwise, seller reserves the right to refuse refund

Date of signing: official signing date recorded in the logistics system.

3. Shipping Cost Allocation and Restocking Fee Rules

3.1 Shipping costs fully borne by seller (we provide prepaid shipping labels)

1. DOA failures: device fails to power on, driver damage, structural cracks without external physical damage
2. Product manufacturing defects confirmed by official laboratory testing
3. Damage during transit (requires complete photo/video evidence of outer packaging and damaged product)
4. Wrong model shipped, missing original accessories/documentation
5. Non-human-caused functional failures during the warranty period
   

3.2 Return shipping costs fully borne by purchaser

1. Voluntary returns initiated during the cooling-off period due to personal preference, mismatched usage scenarios, or ordering mistakes
2. Returns for products that have only been unboxed and tried, in good condition, and found to have no quality issues after inspection
3. Return requests submitted by commercial customers without substantive quality issues
4. Applications submitted beyond the return/exchange timeframe (only paid repair/maintenance services available)
   

3.3 Unified Restocking Fee Deduction Standards

• Product unopened, packaging intact: no restocking fee (0%)
• Opened, lightly tried, all accessories complete, appearance intact: 10% restocking fee of order amount
• Obvious scratches, stains, or missing accessories: 20% restocking fee of order amount
• Customized exoskeleton products tailored to user body measurements: not eligible for change-of-mind returns or exchanges
  

4. Return Requirements & Non-Acceptable Conditions

4.1 Requirements for change-of-mind returns (individuals)

Original outer box, inner protective packaging, security seals, and product serial number (SN) must be intact, unaltered, and undamaged. All original accessories including battery packs, chargers, calibration tools, and certificates of conformity must be returned together. Only brief power-on functional testing is permitted; products must not be used for long-term industrial operations, and must show no signs of impact, water ingress, surface wear, etc.

4.2 Requirements for quality-related returns

When returning, customers must simultaneously upload fault photos and videos as supporting evidence. Please retain the original packaging as much as possible to prevent secondary damage during return shipping. Return packages with altered, erased, or mismatched serial numbers inconsistent with order information will be refused.

4.3 Permanent non-acceptance for returns/exchanges

1. Human damage: drops, impacts, liquid ingress, over-voltage burn-out, unauthorized disassembly/modification, installation of non-official firmware
2. Normal wear of consumables: natural battery capacity degradation, wear of wearable linings, normal aging of drive bearings
3. Damage from overloading, improper operation, or third-party unauthorized modifications
4. Parallel imports purchased from unauthorized channels
   

5. Standard RMA Return Authorization Process

Submit Application

Send an email to official after-sales support (support@Tendexmotion.com), attaching order number, product SN, purchase invoice, return reason, and corresponding photo/video evidence.

Official Review and Authorization

Customer service will reply within 48 working hours, issuing an official RMA authorization number, designated return warehouse address, and corresponding shipping label.Packages returned without an RMA authorization will be directly refused, and return shipping costs will be borne by the buyer.

Ship the Product

Use original packaging whenever possible; for high-value exoskeleton products, it is strongly recommended to purchase shipping insurance. Keep the shipping receipt and tracking number properly.

Warehouse Inspection and Settlement

• After warehouse verification, refunds will be issued to the original payment account within 30 working days.
• For exchange requests, a new unit will be shipped within 7 working days after verification, with shipping costs borne by the seller.
• If the buyer voluntarily returns a product and no quality issues are found after inspection, we will deduct both-way logistics fees and applicable restocking fees from the refund amount.

6. Accompanying Warranty Terms

1. EU, UK, EEA: 2-year original limited warranty for the entire unit.
2. U.S.: standard 1-year limited warranty; crowdfunding backers receive an additional 1-year extended warranty.
3. Warranty covers only original manufacturing defects in the frame, motors, and main control board under normal usage conditions; human damage and wearable consumables are not covered. For failures beyond the warranty period, only paid repair and parts replacement services are available; returns/refunds are not supported.
   

7. Disclaimer and Data Compliance Requirements

• Subjective wearing discomfort and normal human-machine adaptation fatigue are not valid grounds for refunds. Commercial clients may not apply for unconditional returns after equipment is put into formal production or clinical rehabilitation use.
• Purchasers must erase personal biological data and usage logs stored in device controllers before returns. All residual user data will be formatted and wiped officially upon receipt in compliance with EU GDPR and US CCPA regulations.