After-Sales Service Policy
Rokibot is committed to providing reliable and intelligent robotic lawn mower solutions designed for real-world lawn environments. This After-Sales Service Policy explains your rights regarding returns, exchanges, warranty coverage, and repair services after purchasing Rokibot products.
This policy is formulated in accordance with applicable consumer protection laws. In the event of any conflict between this policy and local laws or regulations, the applicable laws and regulations shall prevail.
For after-sales support, please contact: support@rokibot.com
For bulk or commercial purchases, please contact: sales@rokibot.com
1. Scope of Application
This policy applies only to products purchased through official Rokibot channels or authorized dealers.
Products purchased through third-party channels are only eligible for repair services within the warranty period. Returns and exchanges must be handled through the original purchase channel.
This policy applies only to products purchased for personal use and does not apply to resale or commercial distribution purposes.
2. Return & Exchange Policy
2.1 30-Day Return Policy
You may request a return within 30 days from the date of delivery for any reason (excluding refurbished products), subject to the conditions below.
Return Eligibility
To be eligible for a return, the product must meet all of the following conditions:
- The product is unused, uninstalled, and in brand-new condition, with no signs of wear, damage, or modification
- All original items are included, such as accessories, packaging, manuals, labels, and any free gifts (if applicable)
- The product is returned in a condition suitable for resale
Return Shipping & Fees
- For returns not related to product defects or quality issues, return shipping costs are borne by the customer, unless otherwise required by applicable law
- Original shipping fees (if any) are non-refundable
- Any approved refund will be limited to the actual amount paid for the product
Refund & Inspection
- Returned items will be inspected upon receipt before a refund is approved
- Returns that do not meet the above conditions may be rejected or subject to a partial refund after inspection
- Refunds will be processed after inspection is completed and the return is approved
2.2 Non-Returnable & Non-Exchangeable Situations
Returns or exchanges are not supported under the following circumstances:
Time & Purchase Conditions
- Return requests submitted more than 30 days after delivery
- Products not purchased through official or authorized channels, or where valid proof of purchase cannot be provided
- Missing, altered, or unverifiable proof of purchase
Product Condition
- Products that are incomplete, including missing accessories, packaging, manuals, or labels
- Products showing signs of installation, use, damage, or unauthorized modification
- Products with unauthorized disassembly or removal of serial numbers, anti-counterfeit labels, or identification marks
Logistics & Return Process
- Damage occurring during return shipping without valid logistics proof
- Failure to return the product within 7 calendar days after receiving return authorization
Special Cases
- Products clearly marked as non-returnable or non-exchangeable (such as free gifts)
- Other situations where returns or exchanges are not supported under applicable laws, regulations, or this policy
3. Warranty Policy
3.1 Warranty Coverage
Under normal use conditions, if the product experiences non-human-caused performance failure within the warranty period, you may apply for warranty service by providing valid proof of purchase.
3.1.1 Warranty Start Date
The warranty period begins on the day after the product is delivered to the customer.
3.1.2 Warranty for Core Components
| Component Category | Warranty Period | Coverage Details |
|---|---|---|
| Main Unit (including structural components, motors, control systems, and other core components) | 3 Years | Covers non-human-caused failures resulting from defects in materials or workmanship |
| Battery / Power Adapter | 2 Years | Covers performance failures under normal charging, discharging, and usage conditions |
| Consumable Parts (such as blades, tires, and other wear parts) | Not Covered Under Warranty | Consumable parts are not covered under standard warranty due to normal wear and tear during usage. |
3.1.3 Warranty Conditions
Rokibot provides warranty service for defects in materials or workmanship under normal use conditions, provided that:
The product has been used according to official instructions;
No unauthorized disassembly, modification, or use of non-original accessories has occurred;
Valid proof of purchase is provided (such as order number, invoice, or receipt).
3.1.4 Cases Without Proof of Purchase
If valid proof of purchase cannot be provided, the warranty period will default to 90 days from the manufacturing date unless otherwise specified.
3.1.5 Holiday Extension
If the warranty expiration date falls on a public holiday, it will automatically extend to the next business day.
3.2 Warranty Claim Process
3.2.1 Before Submitting a Claim
Please confirm the following:
The issue was not caused by accidental damage, misuse, or human-caused damage;
The product is still within the warranty period;
Proof of purchase has been prepared;
The serial number, issue description, and supporting photos/videos can be provided.
3.2.2 Claim Procedure
Please submit your request through Rokibot official customer support or your local authorized after-sales service provider.
We may request that the product be returned for inspection.
Based on the inspection results, we will provide repair, replacement, or other appropriate solutions.
3.2.3 Special Situations
If proof of purchase cannot be provided, information such as your email address, name, or shipping details may be used for verification assistance.
For gifted products, please contact the original purchaser to obtain the order information.
Warranty support email: support@rokibot.com
3.3 Exclusions from Warranty Coverage
The following situations are not covered by the free warranty service but may qualify for paid repair services where applicable:
- Products outside the warranty period or with invalid/missing proof of purchase;
- Lost, stolen, or untraceable products/orders;
- Failure to ship the product within 7 days after service confirmation;
- Failure to use, install, or maintain the product according to instructions, or usage beyond product specifications;
- Unauthorized disassembly, modification, or use of non-original accessories;
- Damage caused by third-party batteries or accessories;
- Accidental damage (collision, tipping, water damage, crushing, etc.);
- Use in extreme environments (floods, severe weather conditions, etc.);
- Normal wear and tear of consumable parts (such as blades, tires, batteries, etc.);
- Issues caused by software or third-party applications;
- Damage caused by third-party products or system integration;
- Loss of data or configuration generated during use;
- Tampered or removed serial numbers or labels;
- Damage occurring during return shipping;
- Guidance or operational questions unrelated to product quality issues.
4. Limitation of Liability
Loss & Damage Responsibility: Rokibot is only responsible for product loss or damage occurring within its control or during transportation arranged by Rokibot.
Data Disclaimer: Rokibot is not responsible for the loss of settings, configurations, or data generated during use. Users are advised to maintain backups.
Indirect Damage Disclaimer: Rokibot shall not be liable for indirect, incidental, or consequential damages, including but not limited to loss of profits or business interruption.
Liability Cap: Rokibot’s maximum liability shall not exceed the actual purchase price of the product.
Legal Exceptions: The above limitations do not apply to personal injury or property damage caused by Rokibot’s negligence where prohibited by applicable law.
5. Additional Information
Regional Differences: Policies may vary by country or region due to differences in laws or service capabilities.
- Service Availability: Warranty service is generally provided in the country or region where the product was purchased, through Rokibot official service partners or authorized repair centers. Cross-border repairs may be limited and could involve additional costs depending on local service availability.
- Cross-Border Shipping: Cross-border returns or repairs may involve customs duties, taxes, or shipping fees, depending on local regulations and logistics providers.
- Bulk Purchases: For commercial or bulk orders, please contact sales@rokibot.com for dedicated service terms.
- Priority of Terms: If this policy conflicts with extended warranty services or value-added service agreements, the terms of the applicable value-added service agreement shall prevail.