This document sets out the Terms and Conditions governing electronic commercial transactions and the use of the virtual payment gateway between PAL Robotics S.L. (hereinafter, “The Company”) and its commercial or professional clients (hereinafter, “The B2B Client”). By placing an order and making a payment through our platform, The B2B Client unreservedly accepts these conditions.
1. Order Cancellation
Due to the nature of the technological, robotic and customised solutions offered by The Company, the order cancellation policy is governed by the following provisions:
- Cancellation Period: Cancellations of standard orders must be notified in writing within a maximum period of 24 business hours after order confirmation and before the dispatch or manufacturing process has begun.
- Customised / On-Demand Products: Cancellation will not be accepted for orders that include customised configurations, specific software development or hardware assembled on demand once the production process has begun.
- Administrative Fees: Any cancellation accepted outside the standard period may be subject to a penalty charge equivalent to the logistics or processing costs already incurred by The Company.
2. Returns and Refunds
In the context of Business-to-Business (B2B) commercial relationships, the consumer right of withdrawal does not apply. Returns and refunds will be managed according to strictly professional criteria:
| Reason for Return | Notification Period | Resolution Conditions |
|---|---|---|
| Manufacturing defect or fault at origin (RMA) | 7 calendar days from delivery | Repair, replacement of the equipment or refund, where applicable. |
| Shipping error by The Company | 5 business days from delivery | Collection at The Company’s expense and shipment of the correct product. |
- Procedure: All returns must be previously authorised by our support department through the issuance of an RMA (Return Merchandise Authorization) number. The product must be returned in its original packaging, with all accessories and without signs of misuse.
- Refunds: Once the condition of the product has been verified at our facilities, if a refund is applicable, it will be issued using the same payment method used in the original transaction through the virtual payment gateway, within a maximum period of 14 business days.
3. Shipping and Delivery
Logistics and transport terms are defined in accordance with international trade regulations and the needs of the industrial sector:
- Delivery Times: The delivery times indicated at the time of purchase are estimates and depend on stock availability and technical assembly times. The Company shall not be held liable for delays caused by transport agencies or customs procedures.
- Incoterms Conditions: Unless explicitly agreed otherwise, domestic and international shipments will be made under the contractually agreed conditions, usually Ex Works or DAP by default.
- Receipt and Transport Damage: The B2B Client has a legal obligation to inspect the goods upon delivery. Any visible damage to the external packaging must be expressly recorded on the carrier’s delivery note and reported to The Company within 24 hours in order to process the transport insurance claim.
4. Secure Payment Gateway and Banking Data
Payments made through our virtual payment gateway are protected by security encryption and comply with the applicable regulations of the international banking system, including PCI-DSS standards. The client’s credit card or bank account details are not stored on our servers, ensuring maximum confidentiality and protection.