Roborock Customer Service Center - Technical Support
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After-sales Service Policy-related
1. Q: What's the criteria for returning goods without reason within seven days? My robotic
vacuum clean has been used, can I still return it?
A: The concept of "Return of goods without reason within seven days" is stipulated strictly in
accordance with the provisions defined in the "Three Guarantees Law". That is, "as is" and
unpacked products can be returned without reason within seven days from the day following
the date of receipt, provided that secondary sales is not affected. Any visible scratches, damage
or stains found on machine that cannot be effectively removed (including on the main brush,
side brush and filter) and that will affect the secondary sales will void this 7-day return policy.
Thank you for your kind understanding!
2. Q: What should I know about exchange due to defects that occur within 15 days?
A: You can choose to exchange or repair the product in the case of non-artificial damage or
defects that occur within 15 days from the day following the date of receipt of the product.
It should be noted that the robotic vacuum cleaner includes two parts: the machine body and
the dock charger. Please be aware that only the faulty part, either the machine body or the dock
charger, will be exchanged according to the fault point found.
3. What are the customer service policies for the sale of the robotic vacuum cleaner itself as
well as the consumables sold separately? (Updated on March 12, 2019)
The entire robotic vacuum cleaner is covered under a
2
-year warranty. The consumables are
not covered if the issue is not related to quality.
7-day return policy: Within 7 days from the day following the date of receipt and under the
condition that the return will not affect a second sale, the user can return the product without
any reason given. Any delivery costs incurred will be borne by the user.
7-day quality return: Within 7 days from the day following the date of receipt, if the machine
has a performance failure, the user can apply to return the product. The delivery costs will be
paid by the user first, who will then receive subsequent reimbursement.
15-day replacement policy for quality problems: Within 7 to 15 days from the day following the
date of receipt, the machine can be returned for replacement or refund if there is any
