Return and Refund Policy (Last Updated: May 20, 2026)
At BestCarThermal (bestcarthermalcamera.com), we are an authorized reseller of Robofinity automotive thermal night vision systems. Your satisfaction and safety on the road are our top priorities. This Return and Refund Policy applies to purchases made directly through our website.
Who is covered?
This policy applies to customers residing in the United States, Canada, Australia, Germany, United Kingdom, and Japan. If you purchased a Robofinity product from another retailer or platform, please contact that seller directly for their return terms.
Our 15‑Day Return Window
You have 15 calendar days from the date of delivery to request a return or exchange. After this period, your purchase is covered by the manufacturer’s 1‑year limited warranty against defects (details available upon request).
What condition must the product be in?
We accept returns of both unused/new and gently used items. “Gently used” means the product has been opened, tested, or used for a reasonable period but remains free from intentional damage, missing parts, or signs of abuse. Please return the product in its original packaging (if possible), together with all accessories, cables, and documentation that came with it.
Who pays for return shipping?
Return shipping costs are handled according to the reason for return:
| Region | Return Method | Defective / Wrong Item (Our fault) | Change of Mind / No Reason (Your fault) |
|---|---|---|---|
| USA, Germany, UK, Japan | Self-ship to local warehouse | We provide a prepaid label – free | You pay return shipping |
| Canada, Australia | We arrange pickup | Pickup arranged – free (we pay) | Pickup arranged – you pay (cost deducted from refund) |
What about exchanges?
We accept exchanges for both defective items and customer‑preference reasons (e.g., wrong configuration). Shipping costs follow the same rules as returns. There is no restocking fee for any exchange or return.
How do I start a return or exchange?
To request a return or exchange, please email our support team using the contact form on our website (or the email address provided in your order confirmation). In your request, include:
- Your order number
- The email address used when placing the order
- Clear reason for the return
- Photos or videos clearly showing the product condition (especially for defect claims)
- The SN code (located on the product sticker, e.g., on the AI box of the thermal camera)
We will review your request within 5 business days and, if approved, provide you with an RMA number and return instructions.
How to pack and ship your return
- Pack the product securely, preferably in its original box.
- Write or print your RMA number clearly on the outside of the package and also place a copy inside.
- Returns without an RMA number may be delayed or rejected.
- You must ship the product (or make it available for pickup) within 7 calendar days after you receive the RMA confirmation. Otherwise, your return request will be closed.
Return addresses (for self‑ship customers)
After your return is approved, we will provide you with the correct local warehouse address based on your country. Please do not send returns to any address not provided by our support team.
For customers in Canada and Australia:
Do not ship the product yourself. Our team will arrange a pickup from your address. You will receive all necessary instructions by email.
Refund process
Refunds are issued after two‑stage inspection:
- Local warehouse confirms receipt and forwards the item to our main inspection center.
- Final inspection (within 5‑7 business days after arrival at main center).
Refund outcomes:
- Full refund: Product in new or gently used condition with all accessories present. Refund issued within 5 business days to your original payment method.
- Partial refund: If parts are missing or the product shows user‑induced damage, we will deduct the cost of missing components or necessary repairs. You will receive an email with evidence (photos/videos) and the deduction amount before we finalize the refund.
- No refund: If the product shows severe abuse, intentional damage, or if you failed to follow the return procedure (e.g., no RMA, returned after 15 days).
No restocking fee – ever
We do not charge restocking fees for any return or exchange, regardless of the reason.
Warranty reminder
After the 15‑day return period, your Robofinity product is covered by a 1‑year limited warranty against manufacturing defects. For warranty claims, please contact our support team – we will assist you with repair or replacement under the manufacturer’s terms.
Policy compliance & modifications
This Return and Refund Policy is designed to comply with Google Merchant Center requirements and applicable consumer protection laws. We reserve the right to update this policy at any time; the “Last Updated” date at the top will reflect changes. Continued use of our website after such changes constitutes acceptance of the new policy.