Robot Returns Repairs
When a part we supplied or repaired isn't behaving, you shouldn't have to chase it. Start a return with us and we handle the inspection and the fix. Send us the serial number and what the unit is doing wrong, and we come back with the next step, usually within 24 hours. Most parts we return carry a 12-month warranty, so if something fails inside that window the process is straightforward.
When to start a return
A return is the right path when a part we supplied or repaired needs to come back to us, under warranty, or as a core exchange on a replacement. It covers ABB, FANUC, KUKA and YASKAWA units: controller boards, teach pendants, servo drives, servo motors and cables.
The 12-month cover applies to failures from normal operation. It does not extend to units that are physically damaged in handling or used outside the manufacturer's operating limits. Those are assessed case by case, not as a straight warranty return.
| Case | What we do |
|---|---|
| Failed within warranty | Inspect, repair or replace, confirmed per case, no surprise charge |
| Safety-related fault you can't verify | Return and replace. Don't gamble on safety |
| Replacing with a refurbished unit | Core return: send the old part, get credit |
Inspection is free, and we confirm with you before any bench work, so you only pay for a repair you've approved.
How the returns process works
Our policy is simple: you start it, ship the part, we inspect it, and you get a clear answer: repair, replace, or credit. Nothing moves until you approve.
| 1 · Open | → | 2 · Ship | → | 3 · Inspect | → | 4 · Repair or replace | → | 5 · Return |
- Start it with the part number and serial.
- Ship the part to our workshop. We confirm the address and any packing notes.
- We inspect: Confirm what failed and whether it's within warranty.
- On your go-ahead, we repair or replace: OEM-spec parts, run under load before it leaves.
- We ship it back with a report you keep on file.
What you send us
To start quickly, a few things help:
- Part number and serial
- The fault: alarm code, symptom, or what the unit does wrong
- Photos if something looks damaged
- Your robot model, if known, so we match the right revision
Core return: your old part, our credit
When you replace a failed unit with a refurbished one, send the old core back and we credit it against the replacement. It keeps serviceable parts in circulation and lowers your net cost. The credit amount is confirmed per part when we quote. Tell us the part number and we'll estimate it.
Shipping and turnaround
We ship worldwide, and we'll tell you how to pack the unit and where to send it. Send the unit back in the condition it left us, with the warranty label still attached. Who carries the return freight depends on the cause: if the fault is ours, we cover the shipping; if it's outside warranty or from site damage, the freight is on you. We confirm which before anything ships, so there are no surprises. Exact turnaround is confirmed after we've inspected the unit, because it depends on what actually failed.
Not sure it's a hardware fault? Our remote diagnostics team can read your event log first and tell you whether the part really needs to come back, and our repair service covers the full bench process if it does.
FAQ
What counts as a warranty claim vs a return?
If the part failed within its warranty window (12 months for most units, 3 to 6 months for discontinued-series parts), it comes back as a warranty return, assessed and put right. Outside that window it's a paid repair or a core return on a refurbished replacement. Either way, give us the serial and we'll confirm which applies.
Do I have to do a core return?
Only if you're taking a refurbished replacement. A straight warranty return doesn't need one. Core return just lowers your net cost on the replacement. Skip it and you pay full price for the refurbished unit.
What do I need to start a return?
Part number and serial, plus a short fault note (an alarm code helps). Photos if it looks damaged. That's enough to start.
Can I ask a technical question without starting a return?
Yes. Root-cause advice is free. Tell us the symptom and we'll say whether the part is the likely cause before anything ships.
What do I send if I want a quote instead?
Just the part number and the fault. A photo of the nameplate speeds things up, but it isn't required.
How long does a return take?
Turnaround is confirmed after inspection, since it depends on the fault. We respond with the next step within 24 hours of starting the return.
SongWei Robotics is an independent robot-parts supplier and is not affiliated with ABB, FANUC, KUKA or YASKAWA. All brand names, product numbers and trademarks are the property of their respective owners.
