Refund Policy

Summary at a Glance

This summary is for convenience only. Please read the full policy below.

1. Introduction

This Refund Policy describes when and how Scratch Robots LLC ("Scratch Robots," "we," "us," or "our") will issue refunds, replacements, or credits for our subscription service, individual project purchases, replacement parts, and shipping issues.

This Refund Policy is incorporated by reference into our Terms of Service. Capitalized terms not defined here have the meanings given in the Terms of Service.

2. Subscription Refunds

2.1 First-Kit Money-Back Guarantee

If you are a new subscriber and you are not satisfied with your first kit, you may request a refund within 30 days of the delivery of your first kit, subject to these conditions:

• You contact us at support@scratchrobots.com before the 30-day window expires.
• For kits valued over $30, you return the kit and all included components in their original packaging at our shipping cost. We will provide a prepaid return label.
• For kits valued at or below $30, no return is required — we'll process the refund without requiring the kit back.
• Online lesson access for the project corresponding to the returned kit will be revoked.

If approved, we will refund the full price you paid for the first kit, including any shipping you paid. We will cancel your subscription as part of the refund.

2.2 Cancellation After the First Kit

You may cancel your subscription at any time from your Subscriptions page or by contacting us at support@scratchrobots.com.

No refund is provided for the current billing period after cancellation, except as required by applicable law. Your subscription will remain active through the end of the period you have already paid for. After that, no further charges will be made and no further kits will ship.

2.3 Failed Payments and Auto-Renewals

If a renewal payment fails and you do not update your payment method within 14 days, your subscription will be canceled and you will not be charged. We do not refund payments that have already been successfully processed for a renewal billing period that was completed before you contacted us, even if you forgot to cancel before the renewal date — please cancel before your renewal date if you do not want to be charged.

2.4 Annual or Multi-Period Plans

For Plans paid up front for multiple periods (annual, semester, etc.):

• You may cancel at any time, but you will not receive a refund for the unused portion of your prepaid term, except as described in Section 2.5 or as required by applicable law.
• Kits already shipped or scheduled to ship in the canceled term will continue to ship through the end of the prepaid term unless you also opt out of remaining shipments.

2.5 Material Reduction in Service

If we make a change to the Service that materially reduces the value of your active prepaid Plan (for example, removing access to projects you specifically subscribed to receive), you may cancel and request a pro-rata refund of the unused portion of your prepaid term. To do so, contact us at support@scratchrobots.com within 30 days of the change.

3. Individual Project Purchases (One-Time)

3.1 Unopened Kits

If you purchased an individual project (not as part of a subscription), you may request a refund within 30 days of delivery if the kit is unopened, in its original packaging, and in resellable condition. Return shipping is at our cost — we will provide a prepaid return label.

3.2 Opened Kits

For kits that have been opened, used, or partially assembled, refunds are not available except in the following cases:

• The kit was damaged or defective on arrival (see Section 4);
• A part was missing from the kit (see Section 4);
• The wrong kit was shipped (see Section 5).

In those cases, our standard remedy is replacement parts, not a refund of the entire kit.

3.3 Digital-Only Purchases

If you purchase access to project lesson content without a physical kit (digital-only), you may request a refund within 14 days of purchase provided you have not completed more than 25% of the lessons in that project. Refunds are at our reasonable discretion based on lesson-completion data.

4. Damaged, Defective, or Missing Parts

If your kit arrives with damaged or defective parts, or if a part is missing, we will replace the affected parts free of charge.

How to Request a Replacement

Submit a replacement parts request from My Requests in your account:

1. Select the order containing the affected kit.
2. Choose the affected parts and indicate whether each is damaged, defective, or missing.
3. Upload one or more photos showing the issue (helpful for our quality team and required for damaged parts).
4. Submit. You will receive an email confirmation immediately and updates as your request is reviewed and shipped.

We aim to review and approve replacement requests within 3 business days and to ship approved replacements within 5 business days of approval. You will not be charged for the replacement parts or shipping. Returns of the damaged parts are not required unless we specifically request them.

Requests must be submitted within 30 days of kit delivery to qualify under this section. Requests outside that window will be considered case by case.

5. Shipping Issues

5.1 Wrong Kit Shipped

If you receive a kit different from the one you ordered, contact us at support@scratchrobots.com within 14 days of delivery. We will arrange the return of the incorrect kit at our cost and ship the correct kit at no additional charge.

5.2 Lost in Transit

If a tracked shipment shows no carrier activity for 14 or more days past the expected delivery date, we will treat it as lost and ship a replacement at our cost. If the original shipment subsequently arrives, please contact us — depending on the situation, we may ask you to return one of the kits or apply a credit to your account.

5.3 Damaged in Transit

If a kit's outer packaging is visibly damaged on delivery, please photograph it before opening and submit a replacement request as described in Section 4. We will work with the carrier to file a damage claim where appropriate.

5.4 Inaccurate Address

If a kit cannot be delivered because the shipping address you provided is inaccurate or insufficient (and the package is returned to us), we can re-ship to a corrected address but will charge the actual reshipment cost.

6. Promotional Codes, Referral Credits, and Beta Codes

6.1 Discount Application

Promotional codes (including beta codes, summer codes, and one-time-use codes) reduce the amount we charge you. Refunds are calculated on the amount you actually paid, not the pre-discount value of the kit or subscription.

For example, if a kit retails for $99 and you used a $50 promo code, your effective payment was $49. A first-kit refund under Section 2.1 would refund $49, not $99.

6.2 Non-Cash Value

Promo codes and referral credits are not refundable for cash and have no monetary value outside the Service. Unused promotional credit balances are forfeited on account closure.

6.3 Beta Program Codes

Beta-program promo codes are issued at no cost to you. The underlying subscription is real and governed by the standard subscription rules in Section 2. If you cancel a beta subscription within the first-kit window, the refund (if any) will be calculated on the amount you actually paid, which after a 100% beta code may be zero.

7. Gifts

If a subscription or kit was purchased as a gift for you by another person, refunds will be issued to the original payment method used by the gift purchaser, not to you. We will notify the gift purchaser of any refund. Replacement parts and shipping issues are handled directly with the recipient.

8. How Refunds Are Processed

8.1 Method

Refunds are issued to the original payment method used for the purchase. We do not issue refunds in cash, check, or alternative form unless required by law or the original payment method is no longer valid.

8.2 Timing

Once a refund is approved, we typically process it within 5 business days. The time it takes for the refund to appear in your account depends on your bank or card issuer and is usually 5–10 business days after we process it. Some banks may take longer.

You will receive an email confirmation when the refund is processed.

8.3 Partial Refunds

In some circumstances we may offer a partial refund or account credit instead of a full refund. We will explain the reason and the amount before doing so. You are free to decline a partial offer; in that case the original purchase remains as-is.

9. Chargebacks

If you initiate a chargeback or payment dispute with your card issuer without first contacting us, we may suspend your account pending resolution and reserve the right to terminate it for breach of these Terms.

We strongly encourage you to contact us at support@scratchrobots.com first — almost every situation that would lead to a chargeback can be resolved more quickly directly with our support team.

10. Statutory Rights

Nothing in this Refund Policy limits or excludes any right or remedy you have under applicable consumer-protection law that cannot be limited or excluded by contract. Where applicable law gives you a longer cooling-off period, the right to a free repair, the right to a replacement, or any other remedy, those rights apply in addition to (or in place of, where required) the policies described here.

11. Changes to This Policy

We may update this Refund Policy from time to time. When we do, we will:

• Update the "Last Updated" date at the top of this Policy;
• Apply the version of the Policy in effect at the time you placed your order to that order. Changes do not retroactively reduce your refund rights for orders already placed.

12. Contact Us

To request a refund, replacement, or credit, or if you have any questions about this Policy, please contact us:

Scratch Robots LLC — Customer Support Email: support@scratchrobots.com Replacement parts requests: My Requests in your account

Scratch Robots LLC is a Texas limited liability company.

We aim to respond to refund requests within 2 business days.

Last template revision: 2026-04-20. Replace before publishing.