Shipping, Refund, Return & Cancellation Policy
Effective date: September 1, 2026 Version: 1.0
Physical-product shipping
Physical shipping is initially limited to eligible addresses in the 50 United States and District of Columbia. Shipping charges and available estimates appear at checkout. Customers are responsible for a complete, accurate, deliverable address. If an order has not shipped, contact Outwork promptly to request an address correction; a correction cannot be guaranteed after carrier handoff.
If Outwork cannot ship within a promised period—or within 30 days when no time was stated—Outwork will provide any delay notice, cancellation option, and prompt refund required by law. If tracking says delivered but the package cannot be located, the customer should check the delivery area and household, contact the carrier, and then contact Outwork so the available carrier and order records can be reviewed.
Ordinary 30-day physical return
A customer may request authorization to return a physical product within 30 calendar days after delivery. The product must be undamaged, must not have been used in any robot combat, match, test fight, or similar combat activity, and must include its original parts and accessories. It should be returned in its original packaging in undamaged condition.
If original packaging is missing, torn, or damaged but the product otherwise qualifies, Outwork may, at its discretion, offer a partial refund based on the documented reduction in resale value. Outwork will explain any reduction before processing it. This does not reduce a remedy required by law for a defective or incorrect product.
The customer must contact Outwork before shipping. The customer pays ordinary return shipping and bears return-transit risk until delivery to Outwork. An authorized return must be handed to the return carrier within seven calendar days after authorization; otherwise, authorization expires unless Outwork agrees otherwise or law requires a different result. Returns should use tracking and reasonable protective packaging.
After a return arrives, Outwork will inspect it and initiate an approved full or partial refund within 48 hours. An ordinary eligible refund covers the approved product-price amount. Original outbound shipping and customer-paid return shipping are not refunded. Sales tax attributable to a refunded amount will be handled as required by applicable law and the payment provider. The customer's financial institution may take additional time to post the refund.
Defective or damaged-on-arrival products
A customer who believes a delivered product was defective, nonfunctional, or damaged on arrival must contact Outwork within 30 calendar days after delivery. The customer must provide reasonable available evidence, such as clear photographs, video, packaging images, a description of the problem, or requested diagnostic information. Outwork may require reasonable troubleshooting or inspection to distinguish a covered defect from misuse, modification, ordinary wear, or combat damage.
If a return is authorized, it must be handed to the carrier within seven calendar days. After receipt and inspection, Outwork will initiate an approved refund of the affected product-price amount within 48 hours. Original shipping and return shipping are not refunded unless required by law or Outwork provides a prepaid label in writing. Damage caused by the customer, improper use, modification, or combat is not a covered defect.
Lost, incorrect, or incomplete shipments
If tracking, carrier findings, or other records reasonably confirm that a product was lost before delivery, Outwork will refund the lost product-price amount. Because no delivery occurred, the delivery-based 30-day claim period does not apply, but the customer should report a suspected loss promptly after the expected delivery window.
An incorrect item or shipment missing part of the paid order should be reported within 30 calendar days after delivery with photographs of the item, package, label, and contents when available. After verification, Outwork may send the correct or missing item or refund the affected product-price amount. If Outwork requires an incorrect item returned, Outwork will provide return instructions and pay reasonable authorized return shipping.
Digital products
Digital products, instructions, files, and downloads are final sale and nonrefundable after purchase, except where applicable law requires a remedy or Outwork cannot provide the purchased entitlement. Contact Outwork for a verified duplicate charge, inaccessible purchased file, or incorrect digital entitlement so the delivery or charge can be corrected.
Event registrations
Event registration fees are nonrefundable for participant withdrawal, inability to attend, nonattendance, denial or disqualification caused by rule violations or inaccurate information, event rescheduling, or event relocation, except where applicable law requires otherwise. If Outwork cancels the event, Outwork will refund the paid registration fee. Host-convention admission, travel, lodging, shipping, and other third-party costs are not Outwork registration fees and are not reimbursed by Outwork.
How to request help
Email outwork.robotics@gmail.com with the account email, order number, item or event and robot name, delivery date when applicable, amount, reason, and available supporting evidence. Do not send passwords, full payment-card numbers, or banking credentials. Approved refunds are returned through the original payment provider.