Buyer guarantee
Landed safely.
Or your money back.
You pay Arrivi, not the supplier. The money stays with us until your robot is there and your cooling-off period is over.
01
Money safe with Arrivi
The supplier is only paid 14 days after your robot arrived; without your confirmation at the latest 21 days after shipping. If something goes wrong, your money is still there.
02
At least 14 days to change your mind
Not what you hoped? Request a return within the cooling-off period. Some suppliers offer longer; the product page says so.
03
Your country’s legal guarantee for defects
Does your robot break, or not match the description? Request a return for as long as the legal guarantee of your country runs: at least two years after arrival, longer in some countries (in the Netherlands as long as you may expect it to last). The supplier pays for return shipping and you get your money back.
04
Arrivi has your back
Can't work it out with the supplier, or do they not answer in time? Arrivi takes over and decides.
How returns work
01
Request
Open your order and choose 'Request a return'. Give the reason: change of mind, defect or wrong product.
02
Approval
The supplier answers within 3 working days with the return address and possibly a label. If they don't, Arrivi picks it up the next working day at the latest.
03
Send back
Send the robot back, well packed, within 14 days and enter the tracking code.
04
Money back
Once the robot is back, the supplier refunds you through Arrivi. If that does not happen within 10 working days, Arrivi takes care of it.
Who pays for return shipping?
For a defect or a wrong product, always the supplier. If you send it back because you changed your mind, the supplier chooses: free returns, or you pay for the return shipping. The product page says which before you buy.
When something goes wrong
My robot did not arrive or arrived damaged
Report it on your order with 'Problem with this robot?'. The supplier's payout stops right away and Arrivi reviews your report. Already confirmed receipt? Then request a return with the reason 'Defective or damaged'.
The supplier does not answer
A return request without an answer goes to Arrivi automatically after 3 working days, the next working day at the latest. In any conversation with a supplier you can also 'Call in Arrivi' yourself.
We can't work it out together
Call in Arrivi. We read the conversation, hear both sides and decide: send it back, refund or close. Meanwhile the money stays with us.
Do I get everything back?
Yes: when you withdraw within the cooling-off period you get back everything you paid through Arrivi for the robot. Whether return shipping is free depends on the supplier.
I already confirmed receipt. Can I still return it?
Yes. Confirming only means the robot is there; your cooling-off period simply continues.
Your statutory rights always apply; this guarantee comes on top. The supplier is the seller of your robot; Arrivi is the platform that holds the money and looks after you.
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