Refund & Returns Policy

Our Commitment

At RoborockSA we want you to be completely satisfied with your purchase. If for any reason you are not happy, we have a clear and fair returns process in line with your rights under the South African Consumer Protection Act (CPA).

1. 7-Day Cooling-Off Period (Unwanted Goods)

If you change your mind after receiving your order, you may return the product within 7 (seven) days of delivery for a full refund, provided that:

• The product is unused, undamaged and in its original, unaltered condition
• All original packaging, accessories, manuals and documentation are included
• The product has not been opened or used (sealed packaging must be intact)
• You contact us within 7 days of delivery to initiate the return

Important: Return shipping costs for change-of-mind returns are the responsibility of the customer. We recommend using an insured courier service as we cannot be held responsible for goods lost or damaged in transit.

2. Defective or Damaged Products (CPA Section 56)

Under the Consumer Protection Act, you have the right to return a defective product within 6 (six) months of purchase for a repair, replacement or full refund — your choice.

A product is considered defective if it:

• Does not work as described or advertised
• Arrives damaged or broken
• Develops a fault under normal use within 6 months of purchase
• Does not conform to the product description or specifications

For defective product returns within 6 months:

• Contact us via roborocksa.co.za/contact with your order number and a description of the defect
• Attach clear photos or a video showing the issue
• We will assess your claim within 3 business days
• We will arrange collection of the product at no cost to you
• Upon confirmation of the defect, you will receive your choice of repair, replacement, or full refund

After 6 months: The product may still be covered under the 2-Year Manufacturer Warranty. Contact us and we will assist you with a warranty claim.

3. Incorrect Products Delivered

If you receive a product that is different from what you ordered, please contact us within 48 hours of delivery. We will arrange collection and delivery of the correct product at no cost to you.

4. Products Not Eligible for Return

The following are not eligible for return or refund:

• Products that have been used and show signs of wear (except for defective product claims)
• Products with removed, tampered or damaged serial numbers
• Products damaged due to misuse, accidents, unauthorised modification, or failure to follow product instructions
• Consumable items such as replacement filters, brush rolls, dust bags and mop pads once opened
• Products purchased more than 7 days ago (for change-of-mind returns)

5. How to Initiate a Return

• Visit roborocksa.co.za/contact and submit a return request
• Include your order number, reason for return, and supporting photos if applicable
• Our team will respond within 2 business days with return instructions
• Do not return any product without first receiving a Return Authorisation from us
• Package the product securely for return shipping

Returns sent without prior authorisation may be refused or delayed.

6. Refund Processing

Once we have received and inspected the returned product, we will process your refund within 7 business days. Refunds are made via the original payment method:

• Credit/Debit Card: 5-10 business days to reflect (depending on your bank)
• Instant EFT: 3-5 business days
• Other PayFast methods: as per PayFast’s processing timeline

We will send you an email confirmation when your refund has been processed.

7. Exchanges

We do not offer direct exchanges. If you would like a different product, please return the original item for a refund and place a new order for the desired product.

8. Warranty Claims

Warranty claims after 6 months of purchase are handled under the Roborock 2-Year Manufacturer Warranty. Contact us via our contact form and we will guide you through the warranty claim process.

9. Contact Us

For all return and refund queries, please use the contact form at roborocksa.co.za/contact. Please include your order number in all correspondence to help us assist you as quickly as possible.