01
Stay connected
Keep your robot connected to a stable internet connection to enable connected support and available software updates. Our team can help you check connectivity and prepare the robot for troubleshooting.
Ownership support
Warranty & Service
Confidence in your robot. Support when you need it. Explore warranty coverage and connected service for your PolarX Star50 or Star60.
Limited product warranty
24 months
Star50 & Star60 · normal consumable wear excluded
Power battery warranty
36 months
Battery coverage for Star50 & Star60
Service Support
Connected care
OTA updates · remote diagnostics · repair coordination
Service Support
Connected to your robot.
Ready to help.
An internet connection helps us support your robot wherever it is deployed. From software updates to engineering assistance, our aim is to resolve issues promptly and get your robot back to work as soon as practicable.
02
Automatic OTA updates
With a suitable internet connection, supported software and automatic updates enabled, your robot can receive and install available over-the-air (OTA) updates. Updates may provide improvements and fixes without a technician visiting your site. Availability and installation depend on the model, software version, rollout schedule and safe update conditions. Follow the update instructions and do not interrupt power during installation. Internet access alone does not guarantee an immediate update or a fix for every fault.
03
Remote engineering assistance
With your authorisation and a suitable connection, PolarX engineers can review relevant diagnostics, help identify faults and guide corrective actions remotely. Where supported, remote software assistance can help restore operation without returning the robot.
04
Help as quickly as possible
We will make every reasonable effort to assist as soon as practicable, minimise disruption and keep you informed. If remote assistance cannot resolve the issue, we will coordinate an appropriate repair pathway. Response and completion times depend on the fault, connectivity, location, service availability and parts supply. A fixed turnaround time or uninterrupted operation is not guaranteed unless separately agreed in writing. This does not affect any obligation to provide a remedy within a reasonable time under applicable law.
Remote access is subject to your authorisation and site network policies. Please provide safe access and follow the engineer’s instructions during troubleshooting. Preserve maps and settings where an export option is available; a repair or reset may require reconfiguration, which our team will discuss with you where practicable. If your robot operates offline, contact us about alternative support: being offline does not itself void your hardware warranty. See our Privacy Policy for information about diagnostic data.
Warranty terms
Your coverage,
clearly explained.
Coverage, service arrangements and customer responsibilities for PolarX Star50 and Star60. Read these terms alongside the warranty documents supplied with your purchase.
Version 1.0 · Updated 29 September 2026
01Coverage & warranty period
PolarX Star50 and Star60 robots carry a 24-month limited product warranty, excluding normal consumable wear, and a 36-month power-battery warranty. These periods begin on delivery to the original customer, unless the written warranty supplied with your purchase provides a later start date or longer coverage. Keep your purchase and delivery records; other reasonable evidence of purchase will also be considered. This warranty covers defects in materials or manufacturing arising within the applicable period under normal use, maintenance and storage in accordance with the product instructions.
02Assessment & remedies
Contact PolarX promptly when a fault appears and provide the information reasonably needed to assess it. For a covered defect, PolarX will repair or replace the affected part or product without charging for the covered parts or repair labour. The appropriate remedy will depend on the assessment and applicable law. Nothing in this policy gives PolarX sole discretion to override a customer’s statutory entitlement to a replacement, refund or other remedy.
03Consumables & normal wear
Normal wear, routine maintenance and scheduled replacement of consumable items, including brushes, filters and cleaning pads where fitted, are not covered by this limited warranty. Cosmetic wear that does not affect operation is also excluded. These exclusions do not exclude a manufacturing defect or limit any applicable statutory rights. Report suspected defects present on delivery for assessment.
04Power battery
The 36-month power-battery warranty covers defects in materials or manufacturing. Normal gradual capacity reduction through ageing and charging cycles is not, by itself, a manufacturing defect. Unexpected deterioration or failure will be assessed with regard to battery condition, operating history and applicable consumer rights. This policy does not promise a specific capacity-retention percentage or runtime. Follow the approved charging, temperature and storage instructions.
05Damage & exclusions
This limited warranty does not cover faults to the extent directly caused by misuse, failure to follow maintenance or storage instructions, accidental damage, operation outside specified environmental limits, incompatible charging equipment, or improper modifications or repairs. External events such as fire, flooding or power surges may also cause excluded damage. An unrelated modification or third-party repair does not automatically void coverage for the whole robot. We will explain the basis of any decision to decline coverage. Statutory rights remain unaffected.
06Service arrangements & expenses
Contact PolarX before arranging shipment, third-party repairs or an on-site visit so we can agree a suitable service pathway. On-site attendance, loan equipment and expedited service are not automatically included unless agreed in writing or required by law. PolarX will arrange or reimburse reasonable standard transport needed for an accepted warranty claim; send receipts and your claim reference to our support email to request reimbursement. Optional expedited transport, additional travel or work outside coverage may be chargeable, but any charge must be explained and agreed before it is incurred. You do not have to pay costs that PolarX is required to bear under applicable law. This process does not restrict your right to seek a statutory remedy from your seller.
07Repair coverage & existing commitments
Repair or replacement under this limited warranty does not restart the original warranty period; the remaining period continues, together with any additional coverage required by law or separately agreed in writing. Statutory rights can continue beyond the stated warranty periods. Subsequent changes to this webpage do not retrospectively reduce warranty commitments made at the time of purchase.
08Regional terms & consumer rights
Warranty terms may vary by country or region and are subject to applicable local laws and regulations. This warranty does not limit any non-excludable rights under local consumer protection laws. Any region-specific warranty terms supplied with your purchase should be read together with this policy. Mandatory local law takes precedence over any inconsistent term. The benefits under this warranty are additional to other rights and remedies available under applicable law.
Australian Consumer Law
For goods and services supplied in Australia:
Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled:
- to cancel your service contract with us; and
- to a refund for the unused portion, or to compensation for its reduced value.
You are also entitled to choose a refund or replacement for major failures with goods.
If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion.
You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.
Request support
A clear path from issue to assistance.
STEP 1
Tell us what happened
Share your robot model, serial number, purchase or delivery record, location and a description of the fault. Photos or a short video can help.
STEP 2
Connect & troubleshoot
Where possible, connect the robot to the internet and follow our team’s guidance. We will assess the issue and explain the next steps.
STEP 3
Agree the service plan
If a repair is needed, we will explain the proposed service arrangement, coverage assessment and any costs before chargeable work begins.
Let’s get your robot back to work.
Contact our team with your robot details to get started.
Warranty provider: PolarX Robotics Pty Ltd
info@polarxrobotics.com.au·(+61) 3 7050 6061
You can also request assistance through the dealer who supplied your robot or the channel through which you first contacted PolarX. We will help direct your enquiry to the appropriate support team.
Contact us for the appropriate service destination before sending equipment.