Returns & Warranty

This Limited Warranty applies to the products sold by Roborock. Roborock's warranty obligations are to the original purchaser ("you") only. This Limited Warranty cannot be assigned or transferred. This Limited Warranty is limited to the terms set forth below.

NEW PRODUCTS Limited Warranty – Roborock warrants to you (the original purchaser), that the ROBOROCK product you purchased will be free from defects in materials and workmanship when used under standard conditions for one (1) year from the product purchase date. All accessories and bonus gift are not covered under limited warranty. 

CLAIM Limited Warranty - To make a claim under our Limited Warranty, you must first contact our Roborock Warranty & Support team by emailing service@roborock.com.au or call 1800 413 621. Please ensure you advise the order number when emailing or have it available during the phone call in order for us to identify the original date of purchase. This limited warranty only applies to registered Roborock models sold by www.roborock.com.au. If you are unsure whether or not this applies to you, please contact us at customerservice@roborock.com.au.

REFUNDS, CHANGE OF MIND or DISSATISFACTION - If you are dissatisfied with your order for any given reason, please email us immediately at customerservice@roborock.com.au with your concerns. Roborock does not offer replacements or refunds if you simply had a change of mind, unless Roborock chooses to do so at its sole discretion. If a refund request is accepted by Roborock, a 10% restocking fee on the paid amount will be charged. Furthermore, all items returned for refund or exchange are at the buyer's expense and must be posted back through Australia Post with a tracking number. 

LOST, MISSING OR STOLEN PACKAGES - Roborock is not responsible for lost, missing or stolen packages confirmed to be delivered to the shipping address entered for an order. Roborock will confirm delivery to the provided address, date of delivery dispatch, delivery tracking number and shipping carrier details for the customer to lodge an investigation.  

CERTIFIED REFURBISHED PRODUCTS Limited Warranty – Roborock warrants to you, the original purchaser, that the ROBOROCK product that you purchased will be free from defects in materials and workmanship when used under normal conditions for six (6) months from the product purchase date. This Limited Warranty applies only to certified refurbished products purchased at www.roborock.com.au.

EXCLUSIONS This Limited Warranty does not cover defects or damages caused by (a) consumable parts, such as batteries, unless the consumable part has been damaged due to a defect in materials or workmanship in a non-consumable part of the Product(s); (b) normal wear and tear and cosmetic damage, including, but not limited to, scratches, dents, and broken plastic; (c) defects or damage caused by misuse; accident (including, without limitation, collision, fire, and the liquid); neglect; abuse; unusual stress; modification; improper or unauthorized repair, installation, wiring, or testing; alterations not approved by us, improper repairs or service, or use of improper parts and accessories not supplied by us; (d) damage caused by operating the Product(s) outside the permitted or intended uses described by Roborock; (e) damage caused by use with non-Roborock products; (f) any non-Roborock products, even if packaged or sold with the Product(s); and (g) modifications of the Product(s) firmware or software by anyone other than Roborock. Roborock reserves the right to disable the Product(s) if Roborock suspects fraud or if Roborock determines that the Product(s) are counterfeit, stolen or lost in shipment. (h) misuse or failure to follow the operating instructions, and failure to perform recommended maintenance; (i) parts that must be replaced periodically; or (j) use in any other manner than normal and expected use. (k) This Limited Warranty does not apply to accessories and other consumable items, such as filters or brushes.

Roborock is not responsible for damage arising from failure to follow instructions relating to the use of the Product(s). You are responsible for (a) proper use of our product; (b) routine preventative maintenance and (c) following proper product handling recommendations provided in our instructions manual, quick start guide and on our website.

WARRANTY & SERVICE SUPPORT - Please contact Roborock Warranty & Support team: service@roborock.com.au to determine your problem and the next steps. Roborock and its suppliers' entire liability and your exclusive remedy shall be, at our option, either (i) repair the Products; (ii) replace the Products with a new or refurbished Products (replacement Products being of identical model or functional equivalent); or (iii) provide to you a refund of the price you paid for the Products (excluding taxes and shipping costs). Any Products that are repaired or replaced under this Limited Warranty will have warranty coverage under this Limited Warranty for the longer of: (a) 90 days from the date of repair or replacement; or (b) the remaining original Warranty Period. Replacement parts used in the repair of the Products may be new, equivalent to new, or refurbished.

NO OTHER WARRANTIES – Roborock does not warrant the functions contained in the ROBOROCK product will meet your requirements. The entire risk as to the quality and performance of the ROBOROCK product is with you. To the maximum extent permitted by applicable law, Roborock and its suppliers disclaim all other warranties, either express or implied, including, but not limited to, implied warranties of merchantability and fitness for a particular purpose, with regard to the ROBOROCK product and the accompanying written materials. This Limited Warranty gives you specific legal rights. You may have others which vary between states/jurisdictions.

NO LIABILITY FOR CONSEQUENTIAL DAMAGES - To the maximum extent permitted by applicable law, in no event shall Roborock or its suppliers be liable for any damages whatsoever (including without limitation, damages for loss of business profits, business interruption, loss of business information, or any other pecuniary loss) arising out of the use or inability to use the ROBOROCK product, even if Roborock has been advised of the possibility of such damages. Because some states/jurisdictions do not allow the exclusion or limitation of liability for consequential or incidental damages, the above limitation may not apply to you.

PREORDER BONUS OFFER for ROBOROCK S6 MAXV - The Roborock S6 MaxV pre-order promotion will end on 27th September 2020. All pre-order purchases will be shipped out on 29th September 2020. The FREE $100 Mastercard Gift Card will be processed and sent via email as a digital gift card on the 14th October 2020. Please ensure you register your email when making the pre-order purchase to receive this. If you have not received your $100 Mastercard Gift Card, please contact our third party gift card provider at info@universalgiftcard.com.au or call 1300 128 219.

OFFICIAL RELEASE BONUS OFFER for ROBOROCK S6 MAXV - The Roborock S6 MaxV official release promotion will end on 11th October 2020. The FREE $100 Mastercard Gift Card will be processed and sent via email as a digital gift card on the 14th October 2020. Please ensure you register your email when making the purchase to receive this. If you have not received your $100 Mastercard Gift Card, please contact our third party gift card provider at info@universalgiftcard.com.au or call 1300 128 219.

If you would like to return and/or refund the Roborock S6 MaxV purchased under our preorder or official release bonus offer, we will deduct $120.00 from the presale price of $1079.00 and process a full refund of $959.00. It is important to note this before purchasing the Roborock S6 MaxV under the preorder or official release bonus offer. Please note this is ONLY for customer who participated in our preorder and official launch promotions. 

For more information, please contact customerservice@roborock.com.au. 

 

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