CANCELLATION, RETURN & REFUND POLICY

1. ORDER CANCELLATION

Please contact support@robooterus.com to continue this process.

For all orders( including pre-orders), your credit/debit card will be charged immediately. There will be no delay in payment collection, regardless of when the item is expected to ship.

BEFORE SHIPMENT: If you cancel the order that was placed in 2 hours, the processing fee will not be charged.

AFTER SHIPMENT: To request an order cancellation after it has been shipped, the customer needs to pay a 10% processing fee. The customer is also responsible for the return shipping cost of $200. Robooter will provide a return shipping label, and the designated carrier will collect the return package. The customer may also choose self-return or arrange the return shipment by himself.

Please notice: if a customer decided to arrange the return shipment by himself and the request has been confirmed by Robooter’s customer service team, it is the customer’s responsibility to ensure the safety of the shipping and the success of the return. The customer must choose the signature confirmation service for the shipment, and we highly recommend adding additional shipping insurance for the return package. Robooter will not be responsible for any damage, loss, or other accident to the shipment arranged by the customer.

The customer needs to email Robooter’s customer service team regarding any order cancellation. Once an order cancellation request has been approved, Robooter will email the customer a cancellation notification email. The customer shall not send a return package to Robooter without receiving notification. Robooter will reject all shipments without scheduled to arrive, and the customer is responsible for any related fee or loss.

 

2. RETURN

Please contact support@robooterus.com to continue this process.

Free replacement or return: Customers may reject a package due to significantly shipping damage (functionally affecting using) or contact customer service for missing and critically-damaged parts or other quality-related issues. Our customer service team will help to arrange the replacement.

For us to better understand the problem and solve it effectively, photos and / or videos are REQUIRED as evidence.

*Definition of critically-damaged items: the main structure of the product is obviously deformed and affects its normal functions in any form.

Note: the following situations will be seen as normal and will not apply to the free replacement or refund policy:

• A) Minor damage to the outer packaging.
• B) Minor scratches or paint loss on the product.
• C) Damage to parts or wearing parts after excessive use.
• D) Damage to parts or wearing parts after using for a certain while or a certain number of times.

For non-quality issues, customer may ask for product return within 14 days after received it. A 10% processing fee will be applied. The customer is also responsible for the return shipping cost of $200. Robooter will provide a return shipping label, and the designated carrier will collect the return package. The customer may also choose self-return or arrange the return shipment by himself.

To be eligible for a replacement or return, the product must be unused, free from dirt, dust, or any fragrances, and in the same packaging and condition that you received it.

Please notice: if a customer decided to arrange the return shipment by himself and the request has been confirmed by Robooter’s customer service team, it is the customer’s responsibility to ensure the safety of the shipping and the success of the return. The customer must choose the signature confirmation service for the shipment, and we highly recommend adding additional shipping insurance for the return package. Robooter will not be responsible for any damage, loss, or other accident to the shipment arranged by the customer.

3. REFUND

Please contact support@robooterus.com if you have any questions.

Once our warehouse has received the returned product(s) and checked to confirm it meets our return condition, we will deduct any applicable fee and send the remaining refund according to the customer's original payment method.

Customers are encouraged to check with their credit card company and/or bank if the refund has not been posted on the account after 7 business days it has been issued. Delays may occur due to the different fund transfer procedures in different financial institutions. Please contact us at support@robooterus.com if the customer has not received the refund after 14 business days.