Warranty and Support

Two things stand behind a robot you buy from Cory: the manufacturer's warranty on the hardware, which we pass through to you and handle on your behalf, and Cory's own support for its software and integrations while you have an active service plan. This page explains both, what is not covered, and how to make a claim.

01 Manufacturer's warranty on the hardware

Unitree hardware sold by Cory carries the manufacturer's limited warranty. The warranty period, what it covers and the remedies (repair, replacement of parts, or replacement of the unit) are set by the manufacturer and stated in the documentation shipped with your unit and in the manufacturer's published warranty policy for that model. The warranty starts on the date stated in that documentation, normally the date of delivery.

As the distributor that sold you the unit, Cory passes that warranty through to you and handles the claim on your behalf: we log the issue, help diagnose it, deal with the manufacturer, and coordinate parts, repair or replacement under the manufacturer's policy. We do not shorten the manufacturer's warranty, and we do not add to it unless your order confirmation says so.

Dexterous hands and accessories may carry their own warranty periods, stated on your order confirmation and in their documentation.

02 Cory software and integration support

While you have an active service plan (Robot as a Service, or another Cory plan named on your order confirmation), Cory supports:

• The Cory software we installed on or alongside the robot, and the configuration we deployed at setup.
• Integrations we built for you, such as connections to your point of sale, catalogue or booking systems, as described in your order confirmation.
• Software updates, remote diagnostics, monitoring and the support channels included in your plan.
• On-site visits only where your plan or order confirmation includes them.

Support covers restoring the software to working order. It does not cover the hardware itself (that is the manufacturer's warranty, section 1), your network or internet service, third party systems we connect to, or new features and custom work, which we quote separately. When a plan ends, software support ends with it; the manufacturer's hardware warranty is not affected.

03 What is not covered

Neither the manufacturer's warranty nor Cory's support covers damage or failure caused by:

• Misuse, or operation contrary to the manufacturer's manual, the operating limits, or the safety guidance in our Terms of Sale.
• Drops, falls, collisions and impacts, including falls during operation on unsuitable surfaces or without a trained operator present.
• Water or other liquid ingress, dust and debris beyond the unit's rating, extreme temperatures, or corrosive environments.
• Unauthorized modification: any change to the hardware, firmware or safety functions, or software installed that Cory or the manufacturer did not provide or approve.
• Repairs or parts by anyone other than the manufacturer, Cory, or a service provider we authorize in writing.
• Normal wear, including gradual battery capacity loss, cosmetic marks, and consumables such as foot pads and protective covers.
• Improper transport or storage, including shipping the unit without its original crate and foam.
• Units with a removed or altered serial number, or units bought from someone other than Cory.

04 How to make a claim

1. Stop using the unit if it is unsafe, and do not attempt a repair yourself.
2. Email [email protected] (copy [email protected] if you prefer) with your order reference, the unit's serial number, a description of the problem, when it started, and photos or a short video. Service plan customers can also raise it through their usual support channel.
3. We reply with a claim number and the next step, which is usually remote diagnosis first. Keep the claim number on every message and shipment.
4. If the unit or a part has to go back, we send a return authorization with shipping instructions and the customs paperwork where needed. Ship it in the original crate and foam. Who pays freight for a warranty return follows the manufacturer's policy for that model; we tell you in writing before anything ships.
5. We keep you informed until the repair or replacement is done and the unit is back with you.

Customers in the United States: warranty service is depot based. A unit or part that needs warranty work is shipped to us in Canada (or to a location we name) with the return authorization and the customs paperwork we provide, unless your service plan includes on-site coverage for your location. Cory provides the export and re-import documents for the repair shipment; duties or fees a US authority charges on the way back are handled as stated in your return authorization.

05 Turnaround expectations

These are the targets we work to. They are targets, not promises, because repair times depend on the manufacturer, parts availability and shipping.

• Acknowledgement: within one business day of your email.
• Remote diagnosis and next step: within three business days of acknowledgement, once we have the information we asked for.
• Manufacturer decision on a hardware claim: we pass on the manufacturer's estimate in writing as soon as we have it, and chase it on your behalf.
• Software issues under a service plan: a robot that cannot work is our first priority; we aim to respond during business hours the same day and to restore service or provide a workaround as quickly as we can.

Business hours are Monday to Friday, 9 am to 5 pm Eastern, excluding Ontario public holidays.

06 Your legal rights

This page describes the manufacturer's warranty and Cory's support commitments. It does not take away any right you have under law that cannot be excluded, including consumer protection law where it applies to you. Our Terms of Sale set out the limits on Cory's liability.

07 Contact