top of page

Shipping, Returns and Warranty Conditions

These Shipping, Returns, and Warranty Conditions outline how we ship products, how you can return them and receive a refund, and the general terms of our warranty.

 

SHIPPING OF GOODS

 

1. General Information

Our company makes every effort to deliver ordered goods as quickly as possible. All orders are processed according to the following shipping conditions.

 

2. Shipping Costs

Shipping costs depend on the selected product, shipping method, and order value. Shipping charges are provided when adding a product to the cart and during the checkout process.

 

3. Order Processing Time

Order processing time begins once payment is confirmed. Within Poland, we deliver the ordered goods within 5 to 30 working days, depending on the selected product and quantity. For goods sourced from overseas manufacturers, this time may be extended. If the delivery time exceeds 14 working days, the customer has the right to cancel the purchase and receive a refund for the product and shipping costs. Customers will be notified of any delivery delays via email or phone.

 

4. Delivery Methods

We offer the following delivery methods:

  •    Courier: DHL Parcel

  •    Courier: DPD Polska

 

5. Shipment Tracking

After dispatch, the customer will receive a tracking number, allowing them to monitor the shipment status on the carrier’s website.

 

6. Shipment Insurance

All shipments are insured. The insurance covers any damage or loss of goods during transport. If damage is found, a damage report must be prepared in the presence of the courier, and our company should be contacted immediately.

 

7. Receipt of Shipment

The customer is required to check the condition of the shipment upon receipt. If damage is found, a damage report must be prepared in the presence of the courier, and our company should be contacted immediately. Depending on the carrier, the courier usually makes two attempts to deliver the shipment. If the goods are not collected, the customer will be charged additional costs for re-shipping the goods.

 

RETURN OF GOODS

 

1. Return Policy

Our return policy is valid for 14 days. If 14 days have passed since your purchase, we cannot offer a refund or exchange. To be eligible for a return, the product must be unused and in the same condition that you received it. It must also be in the original packaging. To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer.

 

2. Exclusions

Certain situations allow for only partial refunds (if applicable):

  • Books with obvious signs of use.

  • Any item not in its original condition, damaged, or missing parts for reasons not due to our error.

  • Any item returned more than 14 days after delivery.

Only regular-priced items may be refunded; unfortunately, sale items, display models, used, or refurbished products cannot be refunded.

 

3. Refunds

Once we receive and inspect the returned goods, we will send an email to notify you that we have received your returned item. We will also inform you of the approval or rejection of your refund. If your return is approved, we will process your refund, and the funds will be returned in the same form of payment used for the purchase, unless you agree to a different method of refund.

4. Missing or Delayed Refunds

If you haven't received your refund yet, please check your bank account again. Then, contact your bank, as there is often some processing time before a refund is posted. If you have done all of this and still have not received your refund, please contact us at orders@emys.co.

 

 

WARRANTY

 

The limited warranty is provided by the seller and grants the user rights beyond those stipulated by the Consumer Rights Act. The limited warranty complements statutory rights and does not exclude, suspend, or limit them. Consumers can exercise rights under the statutory warranty for physical defects independently of the rights under the limited warranty. Exercising rights under the limited warranty does not affect the seller's liability under the statutory warranty. The buyer can exercise statutory warranty rights for EMYS products purchased for consumer purposes and not for business or professional activities. For products purchased for business or professional purposes, the warranty terms described below apply.

 

1. Scope of the Warranty

The warranty covers material defects and workmanship under normal use conditions for 24 months from the date of purchase ("Warranty Period"). It covers manufacturing and workmanship defects.

 

2. Warranty Conditions

The warranty is valid only for the original purchaser and is non-transferable. The buyer can use the warranty service by providing proof of purchase from authorized sellers or directly from the manufacturer/importer. To use the warranty service, the buyer must contact the seller by completing the form available at: LINK. The form requires the submitter's details, contact address, product serial number, and a detailed description of the defect. It is also recommended to provide a video illustrating the malfunction. If the report does not clearly present the defect, the buyer may be asked for a copy of the robot's log files. These files are stored on a USB drive in the "Logs" folder, accessible under the cover at the base of the robot (see INSTRUCTION, point 5, page 9).

 

3. Product Delivery under Warranty

The buyer must return the defective product at the seller's expense to the service point indicated by the seller. The buyer can request the seller to order an insured shipping service for the defective product or deliver the product on their own. The seller will provide instructions on how to pack the product and, in case of ordered shipping service, a label to place on the package. The seller is not responsible for loss of the shipment or additional damages resulting from improper packaging, such as lack of proper protection. The repaired product will be returned to the buyer at the seller's expense.

 

4. Obligations of the Warrantor

During the warranty period, the seller will repair or replace, at its discretion, defective parts or the entire product. Replacement parts may be new or refurbished. Repaired or replaced products are covered by the warranty until the end of the original Warranty Period or for 3 months for the same type of defect, whichever is longer. The seller undertakes to repair the defect within 14 days from the delivery date of the defective product. This time may be extended if spare parts need to be sourced from abroad. If the repair time is significantly extended, the seller may provide a replacement product with similar properties to minimize inconvenience to the buyer. The cost of shipping the replacement product is borne by the seller.

 

5. Exclusions

The warranty does not cover:

  • Routine maintenance or software updates.

  • Parts that wear out over time, such as batteries or accessories, unless damaged due to material or manufacturing defects.

  • Minor damage, including scratches, dents, or cracks in plastic parts.

  • Damage resulting from the use of the warranted product with third-party components or products not meeting the product's specifications.

  • Damage caused by accidents, abuse, improper use, liquid contact, fire, earthquake, or other external causes.

  • Damage resulting from using the product contrary to the user manual, technical specifications, or other product usage guidelines.

  • Damage resulting from servicing (including upgrades and expansions) performed by persons not authorized by EMYS or an Authorized EMYS Service.

  • Products modified without written consent, changing their operation.

  • Cases where the product's serial number has been removed or defaced.

 

The manufacturer has made every effort to ensure that EMYS robot speech is of high quality, close to human speech, and with correct accent for the used language. However, the speech of the EMYS robot is generated by an embedded expressive speech synthesizer, not studio recordings. Therefore, some words may be mispronounced or have an incorrect accent. The buyer is assumed to be familiar with the speech synthesis quality before purchase, based on the user manual and marketing materials provided by the manufacturer online. Minor speech inaccuracies do not constitute a defect and are a natural feature of the product.

 

6. Limitation of Liability

To the extent permitted by law, the seller is not liable for any indirect, incidental, special, consequential, or punitive damages, or for any loss of profits or revenues, directly or indirectly resulting from the use or inability to use the product.

 

7. Warranty for Display or Used Products

The seller may sell used, display, refurbished, or slightly damaged products at a discounted price. The buyer will be informed of this fact in writing or by email. The seller reserves the right to modify the warranty terms for such products, e.g., by shortening the Warranty Period. Any changes to the warranty terms will be communicated in writing or by email.

 

8. Product Exchange

Product exchange is only possible if it is defective or damaged and cannot be repaired. Some products consist of several components, called accessories. If one of these is defective or damaged, only that specific component is replaced. Damage to one accessory does not justify the exchange of the entire set.

 

Please note that the battery must be charged at least once a year. If the product is stored in the distributor's warehouse for more than one year, the battery may need to be unlocked or replaced by our service. A locked or damaged battery is not a basis for exchanging the entire product.

 

CONTACT

 

For individual information regarding warranty and/or delivery, please contact us via email at contact@emys.co or through the form available on our website: LINK.

bottom of page