Returns Policy

1. Introduction
This Returns Policy is offered exclusively by Roborock Technology (Australia) Pty Ltd (ABN 22 649 134 707) (‘Roborock Technology’, ‘we’, and ‘us’). This policy applies to all purchases made by a consumer from the website roborockstore.com.au (Products), and where the Product is intended for ordinary domestic or household use.
This policy should be read alongside any applicable terms of use, polices and warranties provided with your Product.
2. Returns
(a) Consumer Guarantees
Nothing in this Policy limits or excludes your rights under the Australian Consumer Law (ACL). If your Product does not meet a consumer guarantee, you are entitled to a remedy:
(i) Major failure: You may choose a refund or replacement (subject to availability), or keep the Product and seek compensation for any reduction in value; or
(ii) Minor failure: We will repair the Product within a reasonable time, or at our discretion, offer a replacement or refund.
(b) Out of box failure
Please contact us as soon as you become aware of a Product that fails to function correctly upon arrival so that we can attend to your claim immediately. The out of box failure period relates to a Product failure within the first seven (7) days once received.
(c) Change of mind
We do not offer replacements or refunds in the event you have a change of mind, unless you are within any cooling off periods as applicable under the ACL.
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.
(d) Damaged Goods
Consumer guarantees under the ACL do not require us to remedy goods that have been damaged after supply (e.g. through liquid ingress, pest infestation, physical impact, or other external factors). In some cases, you may not be aware that the damage was caused by your actions or failure to take reasonable care.
Even if your Product has been damaged, we’re here to help. Please note that repair or replacement may involve a fee, and an inspection fee may also apply

(e) Bonus Items

Please refer to the Bonus Items Terms & Conditions.

3. Returns and Repair Process
(a) Authorisation
To make a request to return or repair your product, please contact our Customer Service Team at support-au@roborock.com. We ask that you contact us as soon as possible after becoming aware of any fault or defect to help us resolve the issue quickly.
Please be advised that as part of the process, you may be required to upload clear images and/or videos 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 by post or courier for further investigation. If you are responsible to cover such postage fees, we will notify you.
When returning for investigation, Products must be emptied and free from contaminants (including, but not limited to, pest infestation, animal waste, or other hazardous materials) before being returned for assessment. We may refuse to inspect or repair any Product that presents a health or safety risk until it has been properly emptied and cleaned of all contaminants. You will be responsible for any shipping costs associated with returning the Product to you for cleaning (where a health or safety risk exists).
(b) Resolutions
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 10 days before it shows up on your account due to the varying processing times between payment providers.
If the Product you purchased is confirmed to have a minor failure, we may repair the item (or, at our discretion, we may replace the item or refund you) within a reasonable time.
If you return a Product that is not covered under warranty or the consumer guarantees or requires cleaning prior to assessment (where no health or safety risk exists), you may be liable for the associated costs. We will contact you before proceeding, clearly explain any such costs, and give you the option to decide whether you wish to continue.
Please note that Products presented for repair may be replaced by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair the Products. Repairing the Product may also result in loss of data and you may need to add the Product in the app again. We may not be able to offer a replacement on some Products if stock is no longer available. If this is the case, we will notify you and offer an alternative solution.
(c) Collection timeline
Once you are notified that a Product is ready for return delivery, please arrange collection within the timeframe advised. If delivery is refused, delayed, or not accepted, we may dispose of the Product responsibly in accordance with applicable laws.
(d) Other
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.
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.
4. Other
Price matches are offered at our discretion and are typically only considered for promotions made within 14 days of your original purchase invoice date.
5. Amendments
Any purchase by you is deemed to be confirmation that you accept the Returns Policy.
This Returns Policy may be amended at any time without prior notice by publishing changes to it on our website. We encourage you to check our website periodically to ensure that you are aware of our current Returns Policy.
6. Contact Us
If you have any enquiries regarding your return or this Returns Policy, please contact our Customer Service Team at info@roborockstore.com.au.
Last updated: 1 November 2025