Returns & refunds

In the unlikely event of a fault

Every machine is bench-tested and run in before it is packed, so faults are rare. Should a unit not perform as it should, get in touch with your order details and a photo or short video — that is usually enough to identify what has happened.

Most issues are resolved with a replacement part in the post, since every part is designed to be swapped by its owner. Where that is not enough, a repair, replacement or refund will be arranged as appropriate, and return carriage is covered.

Built to order

Machines and printed parts are made individually, in the colours and configuration you choose, and production begins once an order is confirmed. For that reason they are not sold on approval and cannot be returned simply because they are no longer wanted.

A machine you can keep running

These are precision mechanical devices, and some parts are consumable by design. A new machine settles over its first months of use as the printed gears bed in and the servos break in — it gets quieter and smoother as it goes.

Servos wear with use, and replacing them when they eventually do is the owner’s job. That is not a caveat so much as how the machine is built: the vESP board and the chassis are designed so any part can be swapped without specialist tools, and the guides walk through it. Treated normally, that is a job for years away rather than months.

It is engineered to stay the way you bought it for as long as possible. After that it is entirely your device, and everything needed to look after it is documented.

What cannot be returned

Anything used, for hygiene reasons — sleeves, straps and anything that has been in contact with a toy. A used machine that later develops a fault is covered by the first section above.

Support does not expire

Separately from any of this: setup help, firmware questions, maintenance advice and help sourcing parts are available for as long as you own the machine, including units bought years ago. Replacement and upgrade parts stay on the accessories page, or via EroScripts if that is what you prefer.

Your legal rights

The above sits on top of your rights under the Consumer Rights Act 2015, which apply whatever this page says. See the terms of service.