Shipping & Delivery Policy (UK)

This policy covers the shipment of Trexo devices, replacement parts, accessories and related items to UK addresses, whether coordinated by Trexo or arranged by the customer. It should be read together with our Terms of Service and, for reservation deposits, our Reservation Terms.

We treat "consumer" and "trader" as those terms are used in the Consumer Rights Act 2015. Different provisions of this policy apply to consumer and business (B2B) customers, and each section flags where the distinction matters.

Estimated delivery windows are shown at checkout or in your order confirmation. Unless we agree a different date with you in writing, we will deliver the goods without undue delay and, for consumer orders, no later than 30 days after the day the contract is entered into, in line with section 28 of the Consumer Rights Act 2015.

If we cannot meet that deadline for reasons within our control, you may treat the contract as at an end and receive a full refund of any amounts paid for the undelivered goods, as set out in the Consumer Rights Act 2015.

When Trexo arranges the carrier, we use insured courier and freight partners appropriate to the size and value of the shipment. We prepare and label the goods to our internal packing standards.

Risk during transit (consumers). For consumer orders, the goods remain at our risk until they come into your physical possession, or into the physical possession of a person identified by you to take possession of them (other than the carrier), as required by section 29 of the Consumer Rights Act 2015. If the goods are lost or damaged in transit, we will replace them or provide a refund at no cost to you.

Risk during transit (business customers). For B2B orders, risk passes to you on delivery of the goods to the carrier at our premises (equivalent to FCA our warehouse under Incoterms 2020), unless the order confirmation or a written agreement between us states otherwise. Business customers are responsible for arranging any additional transit insurance they require above the carrier's standard cover.

If you choose to arrange your own carrier or collect items in person, risk passes to you when the goods are handed to your nominated carrier or to you (or a person you have authorised in writing). We will only release goods to a carrier or representative you have identified to us in advance. If we have not received that confirmation we may delay handover until we do.

We will prepare the goods to our standard packing specification, but we cannot warrant the handling practices of a carrier we have not engaged. You (or your carrier) are responsible for inspecting the goods and packaging at the point of collection and for raising any concerns before the items leave our premises. You are responsible for any insurance you wish to place on the shipment after collection.

This section does not apply where the Consumer Rights Act 2015 requires risk to remain with us until the goods are in your physical possession (for example, distance consumer sales where we deliver by our carrier).

Please tell us as soon as reasonably possible if a shipment arrives damaged, is missing items, or does not arrive by the expected delivery date. Prompt reporting helps us investigate with the carrier, but for consumer orders it is not a condition of your statutory rights and will not, on its own, prevent you from making a claim within the time limits allowed by law.

Where possible, please include photographs of the outer packaging and the goods, the shipping label or tracking number, and a short description of the issue. Send reports to support@trexorobotics.com, copying ac@trexorobotics.com.

If you are a consumer and you buy a Trexo device or accessory as a distance sale (for example online or over the phone), you generally have 14 days from the day you (or a third party you nominate, other than the carrier) receive the goods to cancel the contract under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

To cancel, contact hello@trexorobotics.com with your order details. You must return the goods to us without undue delay and in any event within 14 days of telling us you wish to cancel. We will refund the price you paid, plus the standard outbound delivery charge, within 14 days of receiving the goods back or receiving evidence that you have returned them, whichever is earlier.

You are responsible for the direct cost of returning the goods and for any diminished value resulting from handling beyond what is necessary to establish their nature, characteristics and functioning. Certain items (for example goods that have been customised for you, or hygiene items unsealed after delivery) are excluded from the 14-day right of withdrawal, as permitted by the 2013 Regulations.

Under the Consumer Rights Act 2015, consumer goods must be of satisfactory quality, fit for their purpose and as described. If they are not, you have:

• a short-term right to reject the goods and receive a full refund within 30 days of delivery;
• a right to repair or replacement within a reasonable time and without significant inconvenience; and
• a final right to reject, or to a price reduction, if a repair or replacement fails, is not possible, or is not carried out within a reasonable time.

These rights sit alongside any manufacturer warranty and are exercised against Trexo as the trader. Nothing in this policy limits those rights.

Prices shown for UK delivery on eu.trexorobotics.com or in your order confirmation are inclusive of UK VAT at the prevailing rate, unless clearly stated otherwise. The standard delivery charge, if any, is shown before you confirm your order.

Where a shipment is fulfilled from within the United Kingdom, no UK import duty or import VAT is payable by you on receipt. If, exceptionally, an order is fulfilled from outside the UK and results in import duty or import VAT being collected at the border, we will either pay those charges directly or tell you the expected amount before dispatch and give you the option to cancel the affected order.

Charges that are not part of the delivery arrangement — for example, storage or redelivery fees caused by an incorrect address you have provided, or repeat failed delivery attempts where you were not available — may be passed on to you at cost. We will tell you before we do so.

Shipments to Northern Ireland are handled as domestic UK deliveries. Where the Windsor Framework or other cross-border arrangements require additional documentation, we will complete that documentation on your behalf and no additional charge will fall to you unless we have told you about it in writing before dispatch.

For orders placed by a business, charity, public body or other non-consumer customer, the following variations apply and, to the extent permitted by law, override the consumer-facing provisions above:

• risk in Trexo-arranged shipments passes on delivery of the goods to the carrier at our premises;
• any shortage, visible damage or non-delivery must be notified in writing to support@trexorobotics.com within 7 calendar days of the carrier's delivery confirmation or the expected delivery date, with supporting evidence, to enable us to make a carrier claim;
• our aggregate liability for loss or damage in transit is limited to the invoiced value of the affected goods; and
• the Consumer Rights Act 2015 does not apply and any warranties are those set out in the applicable purchase agreement or our standard business terms.

Nothing in this section limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be limited or excluded under UK law.

For shipping questions or to report an issue, please contact support@trexorobotics.com. We aim to acknowledge complaints within 3 working days and to resolve them within 30 days. If we cannot resolve a complaint to your satisfaction, you may be entitled to refer the matter to an alternative dispute resolution provider or to Citizens Advice (adviceguide.org.uk or 0808 223 1133).

This policy and any dispute arising from a shipment to a UK address are governed by the laws of England and Wales. If you are a consumer resident in Scotland or Northern Ireland, you may bring proceedings in the courts of your home jurisdiction. Consumers also retain the benefit of any mandatory local consumer protection rules.