Refund policy

Reboot Hub Policy

Return, Refund & EU Withdrawal Policy

Our return process is based on direct fulfillment, recorded device condition, serial number verification, documented testing, packing records, and a written RMA workflow. These records help customers and Reboot Hub use the same reference for the actual item shipped, its accessories, and its return condition.

Last updated: June 22, 2026

1. Direct Fulfillment & Pre-Dispatch Records

Reboot Hub fulfills customer orders directly through our own order handling workflow. We do not send anonymous third-party dropship parcels to customers.

• After receiving an order, Reboot Hub may email the customer to confirm that the order was placed by the cardholder or authorized buyer. If Shopify, our payment processor, or our internal review shows a medium-risk or high-risk order, we may require identity, cardholder, address, or authorization verification before accepting or shipping the order.
• For every order, Reboot Hub keeps dispatch and packing records. For shipped devices or inspected products, we also record serial numbers, visible condition, function or flight-test results where applicable, included accessories, and packing condition.
• We retain photos, videos, test notes, serial-number records, dispatch photos, packing photos, and packing footage as the official pre-dispatch condition record.
• Product images on the website may include official or reference images. For the exact shipped unit, the Reboot Hub dispatch record, condition report, photos, videos, serial-number record, and testing record provided for that order are the controlling references for the actual item condition.

2. Order Cancellation Before Shipment

Cancellation before shipment is handled consistently with our Shipping, Delivery & Cancellation Policy.

• Before shipment: A customer-initiated cancellation before shipment is treated as a non-defective cancellation, not a shipping error. If payment has been captured and Reboot Hub has already allocated, inspected, tested, reserved, or prepared the item for dispatch, a 15% restocking and order-handling fee may be deducted from the refund where permitted by applicable law.
• After shipment: Once an order has been shipped, fulfilled, handed to the carrier, collected by the carrier, or marked with carrier movement, the order cannot be cancelled. Refusing delivery or asking the carrier to return the package does not cancel the order and may be handled as a non-defective return or failed delivery.
• EU consumers: Where EU consumer withdrawal rights apply, customers can submit an electronic cancellation or withdrawal request before dispatch and during the statutory withdrawal period after delivery, as described in Section 8.

3. Return Window & RMA Requirement

• Return window: Return requests must be submitted within 14 calendar days from the date the last item in the order is marked delivered by the carrier.
• Weekend or holiday extension: If the final day of the return window falls on a weekend or recognized holiday, the deadline may extend to the next business day where the Shopify return rule or applicable law requires it.
• RMA required: Do not ship anything back before receiving written authorization and an RMA number. Unauthorized returns may be refused, delayed, or returned to sender.
• RMA validity: Once issued, an RMA is valid for 5 calendar days unless we confirm a different period in writing.

4. Return Eligibility & Required Condition

Returned items must be the same unit we shipped, with matching serial numbers and the same included accessories, manuals, parts, packaging, gifts, and bundled items unless otherwise approved in writing.

• The item must be returned in the condition received, except for the specific defect or issue approved in the RMA.
• Customer-caused damage, removed parts, missing accessories, account locks, activation locks, water damage, impact damage, or tampering may reduce or eliminate the refund.
• Batteries, drones, cameras, controllers, goggles, and repair parts must be packed safely for return shipping. Damage caused by poor return packaging is the customer's responsibility.
• We inspect, test, and compare returned items against our dispatch photos, videos, serial records, testing records, and packing records before approving a refund.

5. Defective or Incorrect Item Returns

If you believe an item is defective, not as described, or incorrect, contact us within the return window with the order number, photos, video if relevant, and a clear description of the issue.

• If the issue is verified as our error or a covered product fault, we will provide the appropriate remedy, which may include repair, replacement, refund, or store credit depending on the product and applicable law.
• For approved defective or incorrect-item returns, the 15% restocking fee does not apply.
• If the returned unit does not match the approved issue or is found to be damaged after delivery due to customer handling, packing, use, modification, or missing parts, the return may be reclassified as non-defective.

6. Non-Defective Returns & Restocking Fee

A non-defective return includes buyer's remorse, changed mind, wrong model ordered, no longer needed, refused delivery, or a return where no product fault is verified.

• Original shipping, delivery surcharge, remote-area surcharge, and return shipping costs are not refundable unless the return is caused by our verified error or applicable law requires otherwise.
• If a prepaid return label is provided, its cost may be deducted from the final refund unless we confirm otherwise in writing.
• Refund deductions may also apply for missing accessories, damaged packaging, account locks, activation locks, new damage, removed parts, or condition differences compared with our dispatch record.

7. Non-Returnable and Final Sale Items

Certain items cannot be returned unless mandatory law requires otherwise or we approve the return in writing.

• Final sale or clearance items identified as non-returnable.
• Items damaged after delivery by crash, water, modification, misuse, disassembly, or improper packing.
• Batteries showing unsafe swelling, puncture, short-circuit signs, or customer-caused damage.
• Digital services, completed repair labor, inspection fees, diagnostic services, and calibration services after the service has started or been completed, except where law requires otherwise.
• Items with removed serial numbers, missing security labels, swapped parts, or units that do not match the RMA record.

8. EU Right of Withdrawal

Nothing in this policy limits mandatory consumer rights. Where EU consumer withdrawal rights apply, an EU consumer may withdraw from the purchase before dispatch and within 14 calendar days after the last item in the order is delivered, without giving a reason.

• Electronic request route: Submit the withdrawal request through your customer account order page or email info@reboot-hub.com if the account page is unavailable.
• Return cost: The customer is responsible for the direct cost of return shipping unless the item is defective, incorrect, or applicable law requires a different result.
• No free-use period: The EU right of withdrawal allows the customer to inspect the goods as necessary to establish their nature, characteristics, and functioning. It does not allow continued use, field use, flight use, crash testing, water exposure, disassembly, modification, firmware alteration, account binding, activation lock, part removal, serial-number alteration, or handling beyond what would be necessary to inspect the goods in a store.
• Diminished value: For EU statutory withdrawal, the fixed 15% non-defective restocking fee is not used as a blanket penalty. Instead, where permitted by applicable law, the customer is responsible for any diminished value caused by handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.
• Value deduction up to full product value: Diminished value may include repair cost, replacement parts, missing accessories, missing packaging, cleaning, testing, reconditioning, safety review, account-lock removal work, reduced resale value, loss of resale eligibility, or a condition difference compared with Reboot Hub's dispatch photos, videos, testing records, serial-number records, and packing records. Where the returned item is damaged, altered, incomplete, locked, unsafe, materially different from the dispatched record, or no longer reasonably resalable, the diminished value deduction may be up to 100% of the product price where permitted by applicable law.
• Refund timing: For EU withdrawal requests, refunds will be handled within the legally required timeframe. Where permitted by applicable law, we may withhold the refund until we have received the returned goods or proof that the goods have been sent back.
• Items must still be returned as the same unit shipped, with matching serial number, included accessories, original included parts, and no customer-caused condition change beyond what mandatory law permits.

9. No Fault Found, Account Locks & Compatibility Issues

• No fault found: If we cannot reproduce the reported issue and the item matches our dispatch record, the return may be treated as non-defective and the 15% restocking fee may apply where allowed.
• Account locks: Items returned with customer account locks, activation locks, binding locks, or missing unlinking steps may be refused or have deductions applied until resolved.
• Compatibility: Customers are responsible for checking model, region, firmware, controller, battery, and accessory compatibility before purchase unless Reboot Hub made a verified compatibility error in writing.

10. Return Process

1. Request: Email info@reboot-hub.com or use your customer account order page with your order number, reason for return, photos, and video if relevant.
2. Authorization: Wait for written RMA approval and return instructions. Unauthorized returns may be refused.
3. Pack safely: Use protective packaging suitable for drones, cameras, batteries, goggles, controllers, and precision parts. Include all accessories and bundled items.
4. Ship back: Use a tracked shipping service. The customer is responsible for return loss or damage in transit unless we provide and control the return shipment.
5. Inspection: After receipt, Reboot Hub will inspect, test, and compare the item with the approved RMA, dispatch photos, videos, serial records, testing records, and packing records before issuing the final refund decision.

11. Refund Method, Timing & Deductions

• Approved refunds are issued to the original payment method unless we agree otherwise or the payment provider requires a different method.
• For non-EU or non-statutory returns, approved refunds are normally processed within 10 business days after inspection is completed.
• Refunds may be reduced for non-defective restocking fees, missing items, customer-caused damage, return label costs, remote-area surcharge, original shipping charges, or condition differences where allowed by law.
• Payment processors and banks may take additional time to post the refund after Reboot Hub issues it.