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As a business that strives to do the right thing in every situation , we frequently exercise personal judgement when determining the course of action to take for replacement part and return requests. While we’ll never provide lesser service than that guaranteed in our official warranty and return policy, we will often go above and beyond our legal obligations to increase customer satisfaction and make things right.

The tables below show example courses of action we have taken for various replacement part and return requests. These examples are meant to illustrate the circumstances in which we:

  • Fulfill our legal obligations according to our official warranty and return policy.
  • Do not have legal obligations, but feel the responsibility to go above and beyond to do the right thing .
  • Do not have legal obligations, and feel that the customer is responsible for the cost of support.

These examples are not meant to indicate future levels of support or serve as any kind of guarantee or extension to our official warranty or return policy. Rather, they are meant to provide transparency into our internal business processes and shed light on one of the ways in which we strive to do the right thing .

Replacement part request service examples

Replacement Request Details Course of Action
Leadscrew damaged from shipping. Reported 10 days after delivery. Replacement sent free of charge under warranty.
Leadscrew damaged from shipping. Reported 100 days after delivery. Replacement sent free of charge.
Leadscrew damaged from shipping. Reported 400 days after delivery. Provided part for free, charged customer for shipping.
Leadscrew damaged due to student accidentally stepping on leadscrew during assembly. Customer is an elementary school. Reported 50 days after delivery. Replacement sent free of charge.
Leadscrew damaged due to adult accidentally sitting on leadscrew during assembly. Customer is a homeowner. Reported 20 days after delivery. Charged customer full cost of replacement.
Leadscrew, two motors, belt, and one horizontal motor housing damaged from hurricane. Customer is an elementary school in Puerto Rico. Reported 500 days after delivery. Replacements sent free of charge.

Return request service examples

Return Request Details Course of Action
Customer struggled to get their FarmBot up and running. Return requested 150 days after delivery. Return accepted for full refund, less the cost of shipping both ways.
Customer decided they no longer wanted the product (still in packaging). Return requested 3 days after delivery. Return accepted for full refund, less the cost of shipping both ways.
Customer found that the product did not meet their needs. Return requested 150 days after delivery. Return accepted for full refund, less the cost of shipping both ways.
Customer never used the product. Return requested 400 days after delivery. Return refused.

Cancelled orders

If a customer requests to cancel their order prior to it being shipped, we will process a full refund including shipping fees. While we have not had any exceptions to this rule, future orders with specially negotiated terms on a case-by-case basis may be subject to cancellation fees.

Replacement part stats

Last updated August 7, 2019

Product Line Version # of Requests # Kits Sold % Needing Support
All lines All versions 109 1,089 10.0%
Genesis All versions 97 896 10.8%
  v1.2 49 341 14.4%
  v1.3 36 286 12.6%
  v1.4 12 269 4.5%
Genesis XL All versions 12 193 6.2%
  v1.4 12 193 6.2%

KPI: % of Kits Requiring Replacement Parts

Sending replacement parts is expensive. Lowering the percentage of kits that require replacement parts to be sent is critical in maintaining a high margin and operational efficiency.