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Grabot Warranty and After-Sales Policy

Last Updated: Nov 4, 2026

Every Grabot machine comes with a 12-month warranty, remote technical support and, where we have coverage, on-site repair. This policy explains what is covered, how to get help and what it costs once the warranty ends.

1. Warranty period

The standard warranty period is 12 months. It starts on the 14th calendar day after the product leaves a Grabot warehouse.

The start date is not postponed if the product has not yet been deployed, installed or activated, unless your order confirmation states otherwise in writing.

2. What the warranty covers

The warranty applies to all machine models manufactured and distributed by Grabot. During the warranty period, Grabot is responsible for manufacturing defects and software faults that occur under normal use.

The warranty does not cover:

  • Improper installation
  • Misuse
  • Unauthorized modification
  • Failure of third-party products
  • Damage to waterproofing or wear parts caused by outdoor placement
  • Environmental factors
  • Force majeure
  • Normal wear and tear

3. Spare parts during the warranty

If a part fails and the machine can no longer operate, Grabot will replace the part free of charge. Each part comes with a simple step-by-step guide, so you can install it yourself and get the machine back in service quickly.

The following parts are not covered by the warranty and are available for purchase:

  1. Slide rails, springs, belts, rollers and plastic lane dividers (subject to continuous friction wear)
  2. LED boards, fuses, cooling fans and door seals
  3. Stickers, tempered glass (breakage), paint scratches on the cabinet and other cosmetic parts
  4. Print heads, label paper, cleaning supplies and other consumables

Ordering parts: www.grabot.com

Shipping: spare parts ship from our overseas warehouses within 7–10 business days.

4. Out-of-warranty service and extended warranty

After the warranty period ends, all service, including on-site repair, is charged at commercially reasonable rates for labor, parts and on-site visits. We confirm the charges with you in writing before any work begins.

Extended warranty: USD 220 per year, available for the Air G480, Prime M520L and Elite G620H.

During the warranty period, you receive:

  • Remote support by WhatsApp and email: firmware upgrades, parameter configuration, error code troubleshooting, shelf and lane calibration, payment module setup and system bug fixes
  • Replacement parts for covered failures, free of charge (parts listed as not covered in section 3 are charged)
  • Fault diagnosis
  • Repair guidance

The extended warranty does not include on-site visit fees or shipping costs for parts.

5. Replacement parts

Replacement parts are available for purchase. Contact us for current pricing.

6. Remote technical support

Our technical team supports you by video call, remote debugging, software fault diagnosis, back-office account guidance and system upgrades. Most common issues can be resolved online, without waiting for an on-site visit.

Response time: within 2 hours

What remote support handles: after-sales issues that can be fixed remotely, and guidance on running your machines.

How it works:

  1. We create a WhatsApp group for your account.
  2. You report the issue in the group.
  3. Our support team responds.
  4. We confirm the issue and guide you through the fix remotely.
  5. If the issue cannot be fixed remotely, we arrange on-site repair.

7. On-site repair

If your machine is under warranty and an issue cannot be resolved remotely, we send a qualified technician to your location.

Coverage Areas
Covered Urban areas in the contiguous United States; urban areas in Europe, including the UK
Not yet covered Rural areas of the United States; Denmark, Finland, Norway and Sweden

Average response time: we respond within 1 business day and make the first on-site visit within 7 business days.

8. Machine replacement

If a machine is out of service during the warranty period because of a product fault, Grabot will replace it with a new machine free of charge when any of the following applies:

  • There is a safety risk, such as electrical leakage, smoke, a burning smell or a fire hazard.
  • The cabinet is severely deformed, affecting door opening and closing, sealing, cooling or normal use.
  • The core structure or refrigeration system has a fault that cannot be repaired locally.
  • A new machine cannot be powered on or activated, and remote support cannot restore it within 1 business day.
  • A confirmed product or manufacturing defect is expected to keep the machine out of service for more than 7 calendar days.
  • The same core fault recurs after repair or part replacement.
  • Two or more core modules fail at first power-on.
  • Grabot's hardware or quality team confirms a major batch quality issue.

Replacement time: 10–15 days

How it works:

  1. Two on-site visits have not resolved the issue.
  2. Grabot arranges the replacement.
  3. We schedule a pickup time with you.
  4. We collect the faulty machine.
  5. We ship a new machine from the nearest warehouse.
  6. The new machine is delivered to your location.

9. General terms

Where your signed agreement or order confirmation sets different terms, those terms prevail over this policy. Grabot may update this policy from time to time; the version published on this page applies from its effective date.

Contact: postservice@grabotech.com