Sending in your Device (RMA / Bring-In) – How the Return Process Works

If our support team determines that your device needs to be sent in for repair, you will receive an RMA number (Return Merchandise Authorization) along with all the necessary shipping information.

Important: Do not send in your device until you have received a confirmation and RMA number from our support team. Shipments without an RMA number cannot be processed.

Step 1: Receive your RMA confirmation

• You will receive an RMA number and all shipping instructions by email.

Step 2: Prepare your device

• Clean the robot mower thoroughly before shipping – remove grass residue, dirt and deposits from the housing, wheels and blade carrier.
• Devices that arrive dirty will be subject to a cleaning fee.
• Remove the blades before shipping (risk of injury when unpacking).
• Only include accessories relevant to the repair. The RTK reference station, charging station and unaffected accessories do not need to be included – unless our support team has explicitly requested them.

Step 3: Pack your device

• Use the original packaging if available.
• If the original packaging is not available: use a sturdy box with sufficient padding material (bubble wrap, newspaper).
• Place the RMA number clearly visible inside the package (e.g. a printout of the email).

Step 4: Ship your device

• Send the package to the address provided in the RMA email.
• Ship as an insured parcel so you have proof of shipment.
• Keep the tracking number for your records.

What happens after shipping?

• We will confirm receipt of your device by email.
• Our technical team will inspect the device and carry out the repair.
• Warranty cases: repair or replacement free of charge.
• Out-of-warranty cases (OOW): you will receive a cost estimate. You will be asked to approve it and pay in advance. Payment options are bank transfer or PayPal. Once payment is received, your device will be repaired and returned.
• If you do not agree to the repair costs, the device will be scrapped or returned unrepaired according to your preference. In this case, a handling and service fee of CHF 25.00 will be charged.
• The repaired or replaced device will be returned to you.

Processing time For warranty cases, your device typically leaves our service centre within 48 hours – repaired and returned by post. During periods of high volume, it may take slightly longer.