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Privacy Policy User Agreement Cookie Policy Warranty Policy

Warranty policy


This limited warranty (the "Limited Warranty") provides the framework for returning, replacing, and repairing your products.
This Limited Warranty applies only to products sold by Roborock Technology Co.Ltd and Roborock's official authorized distributors/dealers in New Zealand (the "Roborock") . The seller who actually sold the product to you (the "Actual Seller") shall have the responsibility for your product's after-sales services and limited warranties. If this Limited Warranty is inconsistent with the return, exchange, warranty or other after-sales policies (the "Seller's Policy") of the Actual Seller, the Seller's Policy shall prevail.
Roborock's warranty obligations are only applicable to the original purchaser ("you"). This Limited Warranty cannot be transferred or assigned. This Limited Warranty is limited to the terms specified below.
The Limited Warranty does not limit or affect any rights or remedies that you may have under the New Zealand Consumer Guarantees Act 1993 and other laws.
New Product Limited Warranty
Roborock warrants to you that the new Roborock product you purchased (the "Product") will be reasonably free from defects in materials and workmanship for one (1) year from the product purchase date, when the Product is stored, handled, installed, used, and maintained in accordance with instructions provided by Roborock. The New Zealand Consumer Guarantees Act still applies after the limited warranty expires.
You have the right to return or replace the Product only in the following cases:
  • The purchase of the Product or service violates any of the legislation in force in the New Zealand;
  • The received Product is defective, incomplete, damaged, or does not conform to the seller's description;
  • The receipt of the Product is delayed, making it impossible to use;
  • The receipt of the Product violates the digital contract or the terms and conditions announced by the seller;
  • Other cases specified by New Zealand law.
Proof of Purchase
To make a claim under our Limited Warranty, you must first show us the date of your purchase of the product. Your sales slip or similar document will suffice. If you are unable to show us the original purchase date, the terms in this Limited Warranty will begin on the date we shipped your product from the factory.

DISCLAIMERS OF WARRANTIES
This Limited Warranty does not cover:
  • Consumable components of the Product, such as brushes, except where damage or defect is due to a failure in materials or workmanship in non-consumable parts of the Product;
  • Normal wear and tear or cosmetic damage, including but not limited to scratches, dents, and broken plastic;
  • Non-Roborock products, even if bundled or sold with the Product;
  • Products whose labels or serial numbers have been altered, defaced, made illegible, or removed.
  • Products that are lost or stolen after purchase.
This Limited Warranty does not cover damage or defects of the Product caused by:
  • Misuse, accidents (such as collisions, fire, liquid exposure), neglect, abuse, excessive stress, unauthorized modifications or repairs, improper installation or wiring,improper storage, use of incompatible parts and accessories, or any alterations of the Product not approved by Roborock, including but not limited to modifications to the Product or its software by anyone other than Roborock or an authorized service provider;
  • The use of, or interaction with, accessories, attachments, or cleaning solutions not manufactured or explicitly approved by Roborock;
  • Services performed to the Product by anyone other than Roborock or an authorized service provider;
  • Unreasonable or unintended use of the Product, non-adherence to guidelines in Roborock's manuals, quick start guides, and website, or failure to perform routine maintenance;
  • Exposure to extreme environmental conditions, such as high humidity, temperature extremes, or direct sunlight;
  • Power surges, electrical outages, or use with incorrect voltage or power supply;
  • Use of the Product in a commercial or non-residential setting, unless the Product is explicitly designed and marketed for such use;
  • Use of the Product in an outdoor environment unless the Product is specifically designed and marketed for outdoor use;
  • Unauthorized software updates, modifications, or alterations;
  • Failure to follow the Product's software or firmware update procedures as recommended by Roborock.
Eligibility for coverage under this Limited Warranty is void if:
  • There is a breach of the terms of this Limited Warranty or any agreement with Roborock;
  • The Product has not been returned to Roborock following a refund;
  • The Product is purchased, used, or operated outside the New Zealand.
Roborock reserves the right to deactivate the Product in cases of any suspected fraud or if the Product is counterfeit, stolen or lost during shipment.

CUSTOMER SERVICE
Please contact us through our support email [ support-au@roborock.com & sales@roborockstore.com.au ] to determine whether a repair, refund or replacement is applicable if needed. This Limited Warranty may not be available in all locations and may differ from location to location. Charges may apply outside a customer service normal service area.

WARRANTY COVERAGE AND LIMITATIONS
Roborock, at its sole discretion, shall either repair, replace the Product with a new or refurbished unit of identical or equivalent functionality, or refund the purchase price of the Product, in the event that the Product fails or underperforms due solely to defects in materials or workmanship within the applicable warranty period. This remedy is subject to the limitations and exclusions set forth in this Limited Warranty.
Throughout the applicable warranty period, Roborock's responsibility for repair or replacement is exclusively limited to parts or products available at the time of the repair or replacement. It is also confined to the Product that manifests a performance failure due to a defect in materials or workmanship. Replacement parts used in the repair of the Products may be new, equivalent to new, or refurbished.
Products repaired or replaced under this Limited Warranty will continue to be covered by this Limited Warranty for either (a) 90 days from the date of the repair or replacement, or (b) the remainder of the original applicable warranty period, whichever duration is longer. The warranty period shall be extended for the duration during which you were unable to use the Product due to repairs covered by this Limited Warranty or delays in parts supply by Roborock.
When warranty service involves the replacement of a Product or part, the replaced Product or part becomes Roborock's property and the replacement product or part becomes your property.
NO OTHER WARRANTIES
Roborock does not warrant that the functions contained in the Roborock Products will meet your requirements. 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 warranties of merchantability or fitness for a particular purpose, or any warranties arising from course of performance, course of dealing, or usage in trade. This Limited Warranty gives you specific legal rights. You may also have other rights which vary from jurisdiction to jurisdiction. As any law does not allow the exclusion of express or implied warranties, the above exclusion may not apply to you. In that event, such warranties apply only to the extent and for such duration as required by law and are limited in duration to the warranty period.

MODIFICATION
We reserve the right to make changes to any terms of this Warranty Policy by posting the renewed policy or material changes on our websites. The updated terms will take effect from the date they are posted.

NO LIABILITY FOR CONSEQUENTIAL DAMAGES
To the maximum extent permitted by applicable law, Roborock or its suppliers shall not be liable for any damages (including but not limited to 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 Roborock products, even if Roborock has been advised of the possibility of such damages. Because some jurisdictions do not allow the exclusion or limitation of liability for consequential or incidental damages, the above limitations may not apply to you.

Note
This site serves only as a platform for product information display and does not engage in direct product sales. IF you are interested in purchasing Product, please click on the links provided on this site and use the third-party e-commerce platforms. After you click the links and ues the third-party platforms, their transaction behavior will be governed by the terms, conditions, and Privacy Policy of the third-party platform, and all after-sales services such as returns, refunds, and repairs of their goods/orders will be the responsibility of the actual seller on the third-party platform. You can contact them in such third-party platforms to assist with your after-sales request.
We hereby inform you that unless it is expressly displayed on any third-party platform，the actual seller of such platform is not Beijing Roborock Technology Co., Ltd.. Beijing Roborock Technology Co., Ltd. shall not directly execute all processes of the aforementioned sales, including the acceptance of order applications, payment of goods, cancellation applications (refunds), and Client Server (CS) consultations, etc.
This site and Beijing Roborock Technology Co., Ltd. shall not be responsible for the accuracy, legality, or security of the content on linked third-party platforms, and shall not be liable for any disputes arising from transactions on third-party e-commerce platforms, except as otherwise provided by applicable laws, including but not limited to disputes related to pricing, inventory, transaction processes, payment, delivery, after-sales services, and product quality.