Returning your Matic is straightforward. Whether you need to return yours for a refund, exchange, or repair, our goal is to make the process as smooth as possible. Below are step-by-step instructions.
How to return your Matic?
Before You Begin, ensure you have:
- Matic box with base ramp and cardboard spacer
- Accessories box
- Dock
- Mailer box
- Printed label (please contact us support@maticrobots.com for a prepaid shipping label)
- Dispose of the HEPA waste bag
- Empty the water tank completely (water can damage the robot during transit)
Step 1: Set Matic to Delivery Mode
Keep Matic powered on and connected to Wi-Fi. In the App, go to Settings -> Troubleshooting and select Prepare for Repair Shipment.
This lowers the cleaning head and powers off the robot, so it fits properly in the box.
Step 2: Pack Matic Securely
- Remove contents from MaticOpen Matic's lid, remove and dispose of the HEPA waste bag. Empty the water tank completely, re-insert it and close the lid.
- Prepare the Matic Box
Turn the Matic box upside down. Slide the base ramp into the front of the box (between foam and cardboard wall). 💡Note: The front of the box has thinner foam at the bottom. The front is also the part that has the Matic logo.
- Place Accessories Box
Position the accessories box in the front part of the Matic box (against the base ramp).
- Position Matic in the Box
Place Matic (please make sure it is already set to delivery mode) upside down in the box, with the brush head facing the base ramp.
Push Matic fully forward, ensuring it is level and fully seated with no parts sticking out.
Rotate the caster wheel so the black wheel points towards the back.
Insert the cardboard spacer at the back of the robot
- Place the Dock
Wrap the wire around the back of the dock, ensuring nothing sticks out of the back. Insert the dock upside down between the foam and cardboard spacer
- Secure the Base Ramp
Fold the base ramp into the box, ensuring it is fully pushed down. Insert the 4 tabs into the base to secure it.
Final Packaging
- Rotate the Matic box right-side up so that the handle is on top (support the bottom with your hand as you rotate the box as a precautionary measure).
- Place the Matic box inside the brown mailer box that you received your package in.
- Close and tape the mailer box shut
- Affix the return label securely on the outside
- Drop off the package at any UPS store
- Once you have dropped it off, please let us know so we can track its return and process your refund promptly.
Need Help? If you have any questions or need assistance, please don't hesitate to contact Matic Support (support@maticrobots.com). We're here to help ensure a smooth return process!