A new robot may work flawlessly on the day it is unboxed. The real test comes three months later, when a joint motor throws an error, a software update makes the robot lose its map or the battery runs down faster than expected. At that point you need to know who to call, how quickly parts arrive and how many days the robot will be out of action.
This guide turns warranty, spare parts, remote support, training, commissioning and software licensing into a checklist for European buyers.
Contents
Why support matters as much as price
Robots have moving parts, sensors and constantly updated software, so they need more support than typical electronics. In commercial use, a week of downtime can wipe out any discount on the purchase price. A stopped cleaning robot changes staff rotas; a broken service robot directly affects guests.
8-point pre-purchase checklist
1Warranty length and scope
Warranty varies widely between models. On Robots Europa, for example, Unitree R1 Air lists 6 months and R1 Basic 8 months, while some Keenon products offer options of up to 5 years. In the EU, consumers are also entitled to a minimum two-year legal guarantee against defects; business purchases depend on the contract. Get in writing whether the battery, motors and sensors are covered and what happens after drops or impacts.
2Spare parts availability
Ask which parts wear most and how quickly they can be supplied. Some manufacturers sell leg modules, batteries and chargers separately; for Unitree B2, a leg package and a spare battery are listed as separate products. That means many faults can be fixed with a part swap rather than shipping the whole robot.
3Remote support
Many issues are software-related and can be solved remotely. Find out which channels support uses, which languages and time zones it covers, and how the robot connects for remote access.
4Software updates
Ask how long the robot’s software will be updated, whether updates arrive over the air, and whether you can roll back if an update causes problems.
5Training
Clarify whether operators get training on use, safety, battery care and basic troubleshooting, and whether it is remote, video-based or on site.
6Installation and commissioning
For cleaning and service robots, initial mapping, zone setup and Wi-Fi configuration make or break performance. Ask whether setup is remote or on site and whether it is included. Our cleaning robot guide covers this in more detail.
7Software licences and subscriptions
Some robots sell fleet management, cloud dashboards, advanced navigation or analytics as annual licences. Separate what is included in the purchase price from what you will pay later.
8Documentation
The user manual, safety instructions, SDK documentation and EU declaration of conformity should come with delivery. If you plan to develop on the robot, documentation quality is crucial; see our SDK guide.
What happens when something breaks
A typical sequence for cross-border purchases: remote diagnosis first, where software issues are usually resolved; then parts shipment for hardware faults; and finally, if a part swap is not possible, the robot goes back for repair.
Sending the robot back is the longest and most expensive scenario. Devices with batteries are subject to dangerous goods rules, and damaged batteries cannot fly. Agree in advance who pays shipping for warranty repairs. We explain the battery side in our battery shipping guide.
Questions to send your supplier
You can send your supplier these questions in one email: How long is the warranty and what does it cover? Which parts are sold as spares, and what are the lead times? Which channels and languages does technical support use? How many years of software updates are provided? Are installation and training included? Is there an annual licence or subscription? Who pays shipping for repairs under warranty?
Written answers prevent disputes later. Robots Europa has a European support team based in Dublin, which simplifies language and time zone questions for most EU buyers.
Referral note: When you request a quote from Robots Europa, mentioning Dijipedya and referral code 08AF5658 helps your enquiry be tracked correctly.
Frequently asked questions
Is a short warranty a reason not to buy?
Not on its own. A brand with easy spare parts and strong remote support can be more practical than a longer warranty with no parts available.
Does EU consumer law apply to business purchases?
The two-year legal guarantee protects consumers. Business-to-business purchases are governed by the contract, so check the warranty terms carefully.
Is extended warranty worth it?
For commercial use, where the robot is part of daily operations, it usually is. Check whether it covers shipping costs.
Compare robots with their warranty and support terms and request a quote for delivery in Europe.
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