Mehul NariyawalaPresident & Co-founder, Matic Robots

Matic Support: How to Package Your Matic for Return

7 Nov 2025 · 1 min

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1:05

The video provides a step‑by‑step guide for customers to prepare their Matic cleaning robot for return. It begins with initiating a factory reset through the app’s Troubleshooting Tools, which powers off the unit and lowers the cleaning head. The speaker then outlines the packing procedure: remove and discard the HEPA bag, empty the water tank, position the box lid against the wall, insert the accessories box (even if empty) to stabilize the cleaning head, place the Matic in the box with the cleaning head against the lid, include the dock, align the small wheel parallel to the larger wheels, close and fold the lid, place the Matic box inside the shipping box, and securely tape the shipping label. The tone is instructional and supportive, ensuring users understand how to safely package the device for return.

Chapters

Here's how to begin the return process. Go to Troubleshooting Tools on your app and select Factory Reset. Your Matic will begin to power off and lower its cleaning head. After you've set your Matic for return, here are the proper steps to pack your Matic. Start by removing the HEPA bag and emptying the water tank. Place the lid of the box on the side without the foam against the wall. Next, add in the accessories box. This can be empty, but please make sure it's in securely. This helps with keeping the cleaning head in its place. Now, carefully please place your Matic into the box and make sure that the cleaning head is against the lid so there's enough room for the dock. And remember, always pack the dock with the Matic to make sure that it's securely in its position. Now you can turn the small wheel so that it's parallel to its larger wheels. Close the lid, fold in the flaps, and then place the Matic box into the shipping box. Don't forget to tape the shipping label on securely. And that's it! This will ensure your Matic is packed safely for return. Thank you.