Refund policy
Order Cancellation
The PikkoBot Vertex 4 is built to order. You may cancel for a full refund within 48 hours of placing your order, before production begins. To cancel, email hello@pikkobot.com with your order number.
Once production has started, the order cannot be cancelled or refunded — components have been committed and assembly is underway specifically for your unit. If you need to delay shipment (for example, to prepare a workspace), contact us; we can usually hold a completed unit for a reasonable period at no extra cost.
Returns — Stock Items
Feeders, nozzles, spare parts, and accessories may be returned within 30 days of receipt under these conditions:
- Item is unused, in original packaging, with all included materials
- Proof of purchase (order number or receipt) is provided
- Item has not been exposed to solder paste, flux, or other process chemicals
To start a return, email hello@pikkobot.com with your order number and reason for return. Once approved, we'll provide return instructions. Return shipping is the customer's responsibility unless the return is due to our error (wrong item shipped, item arrived defective).
Refunds are issued to the original payment method within 5–10 business days of us receiving and inspecting the returned item. Original shipping charges are non-refundable. A 15% restocking fee applies to opened items in resellable condition.
Non-Returnable Items
- Custom-built machines (the Vertex 4) — not eligible for return once shipped, each unit is calibrated and configured for the individual order
- Special/custom orders (non-standard configurations, custom firmware, or bulk orders negotiated outside standard listings)
- Solder paste and other perishable/consumable items
- Items damaged by misuse, unauthorized modification, or improper installation
Damaged or Incorrect Items
If your order arrives damaged or incorrect, contact hello@pikkobot.com within 48 hours of delivery with photos of the damage/issue and the shipping box. We'll arrange a replacement, repair, or refund at no cost to you — this does not fall under the standard return process above.
Exchanges
We do not process direct exchanges. Return the original item under the policy above and place a new order for the replacement.
European Union 14-Day Cooling-Off Period
Under EU consumer law, orders shipped into the European Union are normally eligible for a 14-day cooling-off period. However, the PikkoBot Vertex 4 is built to your order — assembled, wired, and calibrated specifically for you after purchase — which qualifies it as a custom/personalized good under Article 16(c) of Directive 2011/83/EU, exempting it from the standard 14-day right of withdrawal. The 48-hour pre-production cancellation window above applies instead.
Stock items (feeders, parts, accessories) shipped into the EU remain eligible for the standard 14-day cooling-off period, in addition to our 30-day return policy above.