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 Guarantee

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 ensure product quality and fairness, returned items must meet the following conditions:

  • Product is in resalable condition
  • All original accessories, packaging, manuals, labels, and gifts (if applicable) are included
  • No significant physical damage, missing parts, or unauthorized modification
  • Serial number and identification labels are intact
Important Note on Product Trial Use (Very Important)

For robotic lawn mowers, we understand that users may need to perform initial setup and functional testing.

Therefore:

Reasonable initial setup, activation, app connection, and short functional testing are allowed and do NOT affect return eligibility, as long as the product remains in resalable condition.

Minor signs of normal trial use (including short operation, blade activation, or app-controlled testing) are acceptable as long as no physical damage, excessive wear, or loss of resale condition occurs.

However, products with excessive wear, damage, or non-resalable condition may be subject to partial refund or rejection upon inspection.

Return Inspection & Refunds

All returned products will be inspected upon receipt.

  • If the product meets return conditions, a refund will be processed after inspection is completed
  • If the product does not meet return conditions, we may issue:
    • Partial refund (based on condition), or
    • Return rejection (product sent back to customer)

Inspection decisions are based on objective product condition, including functionality, completeness, and resale condition.

2.2 Non-Returnable Situations

Returns or exchanges are not supported in the following cases:

  • Return request submitted after 30 days from delivery
  • No valid proof of purchase
  • Product not purchased through official or authorized channels
  • Missing accessories, packaging, or key components
  • Products showing heavy use, damage, or unauthorized modification
  • Serial number or labels removed or tampered
  • Damage caused during return shipping due to improper packaging
  • Products not returned within 7 days after return approval
  • Products clearly marked as non-returnable or non-exchangeable ( e.g., 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.