Terms of Sale
Please read the entire agreement. Your purchase of Hello Robot products (“Robot”) constitutes your agreement to be bound by these Terms & Conditions of Sale (“Terms of Sale”) and the terms of the version of the Limited Warranty included with a Robot. We reserve the right to change the Terms of Sale at any time, so please review the Terms of Sale each time prior to making a purchase. Every time you order Robots from Hello Robot, the Terms of Sale in force at that time will apply between you and Hello Robot. If you have any questions regarding the Terms of Sale, you can contact Hello Robot at sales@hello-robot.com.
BY PLACING AN ORDER FOR ROBOTS, YOU ARE ACCEPTING AND AGREEING TO THESE TERMS OF SALE ON BEHALF OF YOURSELF OR THE ENTITY YOU REPRESENT IN CONNECTION WITH THE PURCHASE. YOU REPRESENT AND WARRANT THAT YOU HAVE THE RIGHT, AUTHORITY, AND CAPACITY TO ACCEPT AND AGREE TO THESE TERMS OF SALE ON BEHALF OF YOURSELF OR THE ENTITY YOU REPRESENT. YOU REPRESENT THAT YOU ARE OF SUFFICIENT LEGAL AGE IN YOUR JURISDICTION OR RESIDENCE TO PURCHASE AND USE ROBOTS AND TO ENTER INTO THIS AGREEMENT. IF YOU DO NOT AGREE WITH ANY OF THE PROVISIONS OF THESE TERMS OF SALE, YOU MAY NOT PURCHASE THE ROBOTS.
Returning Purchased Items
We will accept returns of products within 30 days of receipt (28 days from shipment for international orders). Return shipment is the responsibility of the customer. All returns are refunded minus a 10% restocking fee. Please contact us before returning any product.
Payment
Payment must be made at the time of order unless otherwise agreed to by the Parties. Customer will pay the total purchase price plus shipping and handling, if any, as specified on the emailed invoice. Customer is also responsible for all taxes related to this purchase and to the import of the Hardware, if applicable, to include but not limited to any and all sales taxes, value-added taxes, import taxes/customs/duties and any other similar taxes imposed by any governmental entity. Moreover, Customer bears the responsibility to report purchases and/or imports as required by local law at their business location and/or at location where the Hardware is delivered by Hello Robot.
Technical Support
We encourage all users to use the Hello Robot Community Forum as the first place to go with technical issues. Hello Robot support closely monitors the forum and will address your question in the forum ASAP.
If the robot requires service that cannot be handled through the Forum, contact us at support@hello-robot.com.
Safety
The Stretch SE3 is a potentially dangerous robot. All users must carefully read the Stretch Safety Guide prior to using the robot. Your safety is your own responsibility, including proper use of Hello Robot products, and determining whether you have adequate skill and experience. Some illustrative photos may not depict safety precautions or equipment, in order to show the product use more clearly. Hello Robot Inc. disclaims all responsibility for any resulting damage, injury, or expense. It is your responsibility to make sure that your activities comply with applicable laws, including copyright.
Shipping and Delivery
Prices for the Robots do not include shipping costs. The estimated arrival or delivery date is not a guaranteed delivery date for your order. Refused deliveries will be returned to our warehouse. It may take up to 45 days for the returned items to be identified as refused and processed for a refund.
The Robots available on the Store have been designed, marketed and sold for use by residents of the following markets: the United States, the European Union, Japan, the U.K., Canada, and Korea. All safety warnings, information, instructions, packaging, in-box materials, mobile apps, and support services are provided only in English (U.S.). The Robots available on the Store are not intended for use outside of these markets and may only be purchased by residents of these markets.
Privacy
We will not sell your information to a third-party. We will not give your information to a third party, unless compelled by law or in the process of providing expected services to you, such as shipping items. We will avoid sending you advertisements unless you provide express permission for us to do so.
For your security, credit card numbers, expiration dates, and CVV codes are not stored. User information is only used to ship goods and contact you in case of an order or shipping issue.
When you buy something on this website, we collect personal information from you to fulfill the order. We may collect information like your:
Billing and shipping address
Details relating to your purchase (for example, your shirt size)
Email address
Name
Phone number
We share this information with Squarespace, our online store hosting provider, so that they can provide website services to us. As you go through checkout, this site may auto-complete your shipping and billing address by sharing what you type with the Google Places API and returning suggestions to you to improve your checkout experience.
Accuracy of Information
We attempt to ensure that information on hello-robot.com is complete, accurate and current. We cannot guarantee that all information on this site is complete or current.
Export Compliance
Customer hereby acknowledges that the products and services delivered under these Terms of Sale are subject to applicable export control and trade sanctions laws and regulations, including without limit those of the United States (e.g., the sanctions administered by the U.S. Department of Treasury’s Office of Foreign Assets Control (31 CFR Part 500 et seq.), the Export Administration Regulations (“EAR”, 15 CFR Part 730 et seq.) administered by the U.S. Department of Commerce’s Bureau of Industry and Security, laws and regulations targeting proliferation activities, and the restricted parties lists maintained by the U.S. government (e.g., the Denied Persons List, Unverified List, Entity List, Specially Designated Nationals List, Debarred List and Non-proliferation Sanctions)). Customer agrees to comply with these laws and regulations and certifies that it will not use, sell, resell, export, re-export, import, dispose of, disclose or otherwise deal with the products or services delivered under this Agreement, directly or indirectly, to any country, destination or party without first obtaining any required export license or other governmental approval, and completing such formalities as may be required. Customer further agrees to not do anything which would cause Hello Robot to be in breach of the export control and trade sanctions laws and regulations.
Indemnification
Customer shall be responsible for all goods and materials upon receipt from Hello Robot and Customer shall be liable for all claims, losses, costs, expenses, and other damages resulting from or arising out of the acts or omissions of Customer and relating to the goods or materials. Customer expressly agrees to indemnify and hold Hello Robot harmless from any and all loss, costs, liability, expense, and attorneys’ fees arising from the acts or omissions of Customer. Further, Customer shall indemnify and hold Hello Robot harmless from and against any and all such claims, losses, costs, expenses, and other damages resulting from or arising out of any failure of Customer or Customer employees, agents, and subcontractors (other than Hello Robot) to comply with any applicable governmental regulations and/or statutes.
Limited Product Warranty
We warrant that Hello Robot Products will be free from manufacturing defects for a period of one year following the date of delivery to you (the “Warranty Period”). If you submit a warranty claim within the Warranty Period, we will replace, repair or credit you for any confirmed defective product at our option.
The warranty includes:
Access to our online support forum
Support email and video calls with our technical team
Repair of the product at Hello Robot facilities
Replacement of parts and even the entire robot
Return shipping of a repaired robot from Hello Robot to the customer
The warranty period begins with the day when the customer receives the goods and ends one year thereafter. Warranty will not apply if the Hello Robot product fails or is damaged after delivery to you due to accident, abuse or use outside the product’s intended use.
Limitations
This warranty excludes:
Cost of shipping of a Robot from the customer to Hello Robot for repair
Cost of replacement of the product shipping box
Cosmetic repair that does not impact the function of the product
We will not replace stolen or lost items. This warranty is voided by any damage caused by obvious improper use, maintenance or operation of the robot.
We also reserve the right to change this policy in the future
Full Robot Refurb
A Full Robot Refurb is available for purchase. This product includes the cost of shipping in both directions. It allows the customer to ship the robot back to Hello Robot for a full refurbishment (after which it will be returned). A different or newer robot may be returned at Hello Robot’s discretion. If the product is purchased prior to its intended use a credit for the product will be held. This credit must be used within three years from the purchase date.
How to handle a warranty case
Any warranty case must be submitted to support@hello-robot.com
Documentation needed for a warranty case:
The product's serial number
A brief description of the problem along with clear evidence of its presence (e.g., photos or videos)
Out of Warranty Products
Our online technical support is available to help you even if the issue is not covered under warranty.
For Hello Robot products that are out of warranty we will offer A La Carte repairs. The customer will be responsible for all costs of A La Carte repairs.
If you require repair of your robot product once it is out of warranty, we will charge for time and materials for the repair.
To handle an out of warranty case, send support@hello-robot.com a brief description of the problem along with clear evidence of its presence (e.g., photos or videos).
We will provide an out-of-warranty estimate to repair the issue. Costs will include
Time of technical staff charged at an hourly rate
Cost of replacement parts
Cost of shipping to and from the customer
The final cost of repair will be billed to the customer once we have successfully repaired and returned the robot to the customer.
TO THE MAXIMUM EXTENT ALLOWED UNDER APPLICABLE LAW, EXCEPT FOR THE EXPRESS LIMITED WARRANTIES SET FORTH ABOVE, PRODUCTS ARE PROVIDED “AS IS” AND “AS AVAILABLE” AND HELLO ROBOT MAKES NO WARRANTIES UNDER THIS AGREEMENT, EXPRESS, IMPLIED, OR STATUTORY, BY OPERATION OF LAW OR OTHERWISE, INCLUDING, WITHOUT LIMITATION, ANY IMPLIED WARRANTIES OF TITLE, NON-INFRINGEMENT, MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE OR ANY IMPLIED WARRANTIES ARISING OUT OF COURSE OF PERFORMANCE, COURSE OF DEALING OR USAGE OF TRADE UNDER OR IN CONNECTION WITH THE PRODUCTS. HELLO ROBOT DOES NOT WARRANT THAT THE PRODUCTS AND CONTENT WILL OPERATE ERROR-FREE, UNINTERRUPTED, OR THAT THEY WILL BE SECURE OR VIRUS-FREE. NO ORAL OR WRITTEN INFORMATION OR ADVICE GIVEN BY HELLO ROBOT, ITS AGENTS OR OTHER REPRESENTATIVES OR EMPLOYEES SHALL IN ANY WAY INCREASE THE SCOPE OF HELLO ROBOT’S WARRANTIES UNDER THIS AGREEMENT. WITHOUT LIMITING THE GENERALITY OF THE FORGOING, HELLO ROBOT AND ITS SUPPLIERS DO NOT MAKE, AND EXPRESSLY DISCLAIM, ANY AND ALL WARRANTIES, EXPRESS OR IMPLIED, RELATED TO ANY THIRD PARTY INTELLECTUAL PROPERTY, TECHNOLOGY OR INFORMATION PROVIDED AS PART OF THE PRODUCT OR DOCUMENTATION. IN NO EVENT WILL HELLO ROBOT’S LIABILITY FOR ANY MATTER ARISING OUT OF OR IN CONNECTION WITH THESE TERMS OF SALE OR THE HELLO ROBOT PRODUCTS, WHETHER UNDER ANY CONTRACT, STRICT LIABILITY, TORT (INCLUDING NEGLIGENCE) OR OTHER THEORY, EXCEED THE AMOUNTS PAID OR OWING BY YOU TO HELLO ROBOT.
High Risk Uses
Customer will not knowingly purchase Hello Robot products for usage in connection with any high risk or strict liability activity (including, without limitation, air travel, space travel, firefighting, police operations, vehicle operations, power plant operations or power generation applications, transport management systems, military operations, rescue operations, hospital and medical operations or the like) whereby such usage could cause or contribute to damage to property or injury to persons.
FCC Supplier’s Declaration of Conformity
The Stretch Standard Edition 3 (Stretch 3) has been tested and found to comply with the limits of a Class A digital device, pursuant to part 15 of FCC Rules as well as CAN ICES–003(A) Rules. These limits are designed to provide reasonable protection against harmful interference when the equipment is operated in a commercial environment. This equipment generates, uses, and can radiate radio frequency energy and, if not installed and used in accordance with the instruction manual, may cause harmful interference to radio communications. Operation of this equipment in a residential area is likely to cause harmful interference in which case the user will be required to correct the interference at his own expense. It is only intended for use by researchers in business, industrial, and commercial areas such as industrial plants ,hospitals, universities, laboratories.
The Stretch 3 is a Class A digital device and an unintentional radiator. The Stretch 3 comes with an unmodified Intel NUC computer, which contains a wireless module FCC ID:PD9AX211NG
The Stretch 3 is not intended for use by consumers nor is it intended for use in homes or residential environments.
Per FCC 47 CFR, Part 15, Subpart A, Section 15.3 (h), Hello Robot states that the Stretch 3 is a Class A digital device. A Class A digital device is defined to be a “digital device that is marketed for use in a commercial, industrial or business environment, exclusive of a device which is marketed for use by the general public or is intended to be used in the home.”
OET BULLETIN NO. 62, titled “UNDERSTANDING THE FCC REGULATIONS FOR COMPUTERS AND OTHER DIGITAL DEVICES” from December 1993 provides further clarification of the Section 15.103(c) exemption: “Test equipment includes devices used for maintenance, research, evaluation, simulation and other analytical or scientific applications in areas such as industrial plants, public utilities, hospitals, universities, laboratories, automotive service centers and electronic repair shops.”
Hello Robot does not test the Stretch 3 to meet any requirements beyond those of FCC 47 CFR, Part 15.
Revisions to Terms
These Terms of Sale may be revised at any time and from time to time by updating this posting. You should visit this page from time to time to review the current terms of service.
Entire Agreement
These Terms of Sale constitute the entire understanding of the Parties as to the subject matter hereof and supersede all prior offers, agreements, arrangements, negotiations and understanding, written or oral between the parties relating to that subject matter.
Severability & Assignment
If any provision of these Terms of Sale is held to be unenforceable for any reason, the legality or enforceability of the remaining terms shall not be affected or impaired. The failure of Hello Robot to act with respect to a breach of this Sale Agreement by Customer or others does not constitute a waiver and shall not limit Hello Robot's rights with respect to such breach or any subsequent breaches. Hello Robot expressly reserves the right to assign this Sale Agreement and to delegate any of its obligations hereunder. Customers may not assign, delegate or otherwise transfer (whether by operation of law or otherwise) these Terms of Sale or any Customer rights or obligations hereunder without the prior written consent of Hello Robot. Hello Robot may assign the provision of repair services to third parties.
Governing Law & Dispute Resolution
These Terms of Sale will be construed in accordance with and governed by the laws of the State of California, excluding its conflict of law rules. Any dispute, controversy or claim arising out of or relating to this Sale Agreement or to a breach thereof, including its interpretation, performance or termination, shall be finally resolved by binding arbitration administered by the American Arbitration Association (“AAA”) under its Commercial Arbitration Rules and Mediation Procedures (“Commercial Rules”), including, if appropriate, the International Commercial Arbitration Supplementary Procedures. The award rendered by the arbitrator will be final and binding on the parties and may be entered and enforced in any court having jurisdiction, and any court where a party or its assets is located (to whose jurisdiction the parties consent for the purposes of enforcing the award). Judgment on the award will be final and non-appealable. There will be a single arbitrator, who will be agreed to by the parties within twenty (20) days of receipt by the respondent of the request for arbitration or in default thereof appointed by the AAA in accordance with its Commercial Rules. The seat or place of arbitration will be Martinez, CA, USA. The expense of the arbitration (including without limitation the award of attorneys' fees to the prevailing Party) shall be paid as the arbitrator determines.
Notwithstanding anything contained in this Section, either Party has the right to institute judicial proceedings against the other Party or anyone acting by, through or under such other Party in order to enforce the instituting Party's rights hereunder through reformation of contract, specific performance, injunction or similar equitable relief.