Return and Refund Policy

Introduction

This Return & Refund Policy applies to all purchases made on our Website. You agree to comply with all terms and policies when accessing or using our Website, including this Return & Refund Policy.

 

Consumer Guarantees and Your Rights Under the Australian Consumer Law

This Policy does not replace or exclude any rights that apply to you under the Australian Consumer Law (ACL).

If you believe that your purchase fails to meet one or more of the consumer guarantees, then you may be entitled to a remedy.

If there is a major failure, you may seek a refund or replacement (subject to availability), or you may keep the product and seek compensation for any drop in the value. If there is a minor failure, we may repair the item (or, in our discretion, we may replace the item or refund you) within a reasonable time.

Please contact our Customer Service Team at info@roborockstore.com.au if you believe that the goods you have purchased fail to meet a consumer guarantee, or if you wish to discuss your goods. In some cases, we may have to arrange an inspection or consult with the manufacturer of the relevant goods before determining the remedy that you are entitled to.

 

Faulty or Defective Product Replacements

If an item is faulty, wrongly described, incorrect or otherwise in breach of the ACL, we will fulfil our legal obligations, which may include refunding the purchase price and delivery charges or providing a replacement product, on the basis that you have contacted us within 30 days of purchase.

If you believe your purchase is faulty or defective, please contact our Customer Service Team at info@roborockstore.com.au.

Please be advised that as part of the process, you may be required to upload clear images of the damage, defect or fault to allow an initial assessment of your purchase. Following the initial assessment, we may request that you provide further information in order to process your claim – this may include returning your purchase to us for further investigation.

If the product you purchased is confirmed to be faulty or defective, we will provide you with a replacement or refund of the faulty or defective product at your discretion. In the event that your product has not been returned to us, we will require that you return the faulty or defective product to us by post or courier at our expense, before your replacement product is sent to you.

Once you contact our Customer Service Team, you will be provided with further information regarding the process.

Note: We may not be able to offer a replacement on some products if stock is no longer available.

 

Refunds

If you are entitled to a refund, your refund will be processed in the same manner (i.e. same credit or debit card) as the original payment.

Please note that the processing of refunds may take up to 15 business days before it shows up on your account due to the varying processing times between payment providers.

 

Change of Mind

We do not offer replacements or refunds if the event you have a change of mind.

Please note that the ACL does not apply if you simply change your mind, find the item cheaper elsewhere, decide you did not like the purchase or have no use for it.

 

Other

If we provide you with a refund, other than in the event of a faulty or defective product, you will be required to pay for the:

• return delivery cost to and from your address (even if the original deliver cost to yourself was included for free as part of the purchase); and
• a restocking fee of $50 per product.

 

Any product sent back to us, must be sent via a delivery service that provides tracking numbers. We accept no responsibility for any damage to your product during transit back to us. Your product is not considered received by us unless a signed proof of delivery can be provided upon request by us.

 

Amendments

This Return & Refund Policy may be amended at any time without prior notice.

Any purchase by you is deemed to be confirmation that you accept the Return & Refund Policy in place at the date of your purchase.

 

Contact Us

If you have any enquiries regarding your return or this Return & Refund Policy, please contact our Customer Service Team at info@roborockstore.com.au.