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Refund Policy - RoboHome
Refund Policy
Last Updated: January 2025
Our Commitment: At RoboHome, your satisfaction is our priority. We stand behind the quality of our household robots and smart home devices with a comprehensive refund policy.
1. Overview
This Refund Policy outlines the terms and conditions for returns, refunds, and exchanges of household robots, robotic vacuum cleaners, and smart home devices purchased from RoboHome through our website lablab.me.
This policy should be read in conjunction with our Terms and Conditions and Privacy Policy.
2. 30-Day Money-Back Guarantee
We offer a 30-day money-back guarantee on eligible products. If you are not completely satisfied with your household robot or smart home device, you may return it within 30 days of delivery for a full refund.
2.1 Eligibility Requirements
To be eligible for a refund, the following conditions must be met:
- Return request initiated within 30 days of delivery date
- Product is in original, unused or gently used condition
- All original packaging, accessories, and documentation are included
- Product has not been damaged, modified, or altered
- Proof of purchase (order number or receipt) is provided
- Product is not on the non-returnable items list (see Section 4)
3. Return Process
Step 1: Initiate Return Request
Contact our customer service team within 30 days of delivery:
- Email: returns@lablab.me
- Phone: +298352377
- Provide order number and reason for return
Step 2: Receive Return Authorization
Our team will review your request and provide:
- Return Merchandise Authorization (RMA) number
- Return shipping instructions
- Return shipping label (if applicable)
Step 3: Package Your Return
- Place product in original packaging with all accessories
- Include all manuals, cables, and components
- Securely package to prevent damage during shipping
- Include RMA number on the package
Step 4: Ship Your Return
- Use the provided return label or your preferred carrier
- Ensure package is properly sealed and labeled
- Obtain tracking information
- Keep receipt as proof of return shipment
Step 5: Receive Your Refund
- We inspect returned product within 5-7 business days of receipt
- Refund processed upon successful inspection
- Confirmation email sent when refund is issued
4. Non-Returnable Items
The following items cannot be returned for hygiene, safety, or technical reasons:
- Products with broken seals on software or data storage devices
- Downloadable software or digital products
- Products marked as "Final Sale" or "Non-Returnable"
- Products damaged due to misuse or neglect
- Products with missing serial numbers or identification tags
- Items purchased from third-party sellers (if applicable)
- Gift cards or promotional items
5. Refund Methods and Timing
5.1 Refund Processing Time
| Stage |
Timeframe |
| Return received at our facility |
Tracking confirmation |
| Inspection and approval |
5-7 business days |
| Refund processed |
1-2 business days |
| Refund appears in your account |
3-10 business days (depending on payment method) |
5.2 Refund Method
Refunds are issued to the original payment method used for purchase:
- Credit/Debit Card: 3-10 business days depending on your bank
- PayPal: 3-5 business days
- Other Payment Methods: 5-10 business days
5.3 Refund Amount
Full purchase price refund includes:
- Product cost
- Original shipping fees (if return is due to our error or defective product)
- Taxes and fees charged at purchase
Note: If return is due to customer preference (not defective), original shipping fees are non-refundable.
6. Return Shipping Costs
6.1 Who Pays Return Shipping?
| Reason for Return |
Shipping Cost |
| Defective or damaged product |
RoboHome pays (free return label provided) |
| Wrong item shipped |
RoboHome pays (free return label provided) |
| Our error |
RoboHome pays (free return label provided) |
| Change of mind |
Customer pays |
| No longer needed |
Customer pays |
| Ordered by mistake |
Customer pays |
6.2 Return Shipping Guidelines
- Use trackable shipping method
- Purchase insurance for high-value items
- Retain proof of shipment until refund is received
- We are not responsible for returns lost in transit without tracking
7. Defective or Damaged Products
7.1 Reporting Defects
If you receive a defective or damaged household robot, please:
- Contact us immediately upon discovering the defect
- Provide photos or videos of the damage/defect
- Do not attempt to repair the product yourself
- Retain all packaging materials
7.2 Resolution Options
For defective or damaged products, we offer:
- Replacement: We will send a new product at no charge
- Repair: We will arrange for repair if appropriate
- Full Refund: Complete refund including all shipping costs
7.3 Damage During Shipping
If your product arrives damaged:
- Document damage with photos of product and packaging
- Contact us within 48 hours of delivery
- Do not discard packaging materials
- We will file a claim with the carrier and provide replacement or refund
8. Exchanges
8.1 Product Exchanges
We accept exchanges for:
- Different model of household robot
- Different color or variant of the same product
- Defective product exchange for working unit
8.2 Exchange Process
- Contact customer service to initiate exchange
- Return original product following return process
- Place new order for desired product
- Receive refund for original product
- Or request direct exchange (subject to availability)
8.3 Price Differences
- If exchanging for lower-priced item: difference will be refunded
- If exchanging for higher-priced item: you pay the difference
9. Warranty vs. Refund Policy
9.1 30-Day Refund Period
Within 30 days of delivery: covered by this Refund Policy (return for any reason)
9.2 After 30 Days
After 30-day period: covered by manufacturer's warranty
- Defects covered by warranty terms
- Contact customer service for warranty claims
- Warranty period varies by product (typically 1-2 years)
- See product documentation for specific warranty terms
10. Partial Refunds
Partial refunds may be issued in the following situations:
- Product returned after 30-day period (at our discretion)
- Product not in original condition or missing components
- Product shows signs of wear beyond normal inspection
- Packaging is damaged or incomplete
- Product returned without prior authorization
Partial refund amount is determined on a case-by-case basis and communicated before processing.
11. Refused Refunds
We reserve the right to refuse refunds in the following cases:
- Return requested after 30-day period (except warranty issues)
- Product significantly damaged due to customer misuse
- Product modified, altered, or repaired by unauthorized parties
- Missing essential components or accessories
- Non-returnable items (see Section 4)
- Product returned without RMA authorization
- Suspected fraudulent return activity
12. Restocking Fees
RoboHome does NOT charge restocking fees for standard returns within the 30-day period, provided all return conditions are met.
Exception: A restocking fee of up to 15% may apply for:
- Returns of large commercial or industrial robots (if applicable)
- Custom-configured or special-order products
- Returns made after 30 days (at our discretion if accepted)
Any applicable restocking fee will be clearly communicated before return authorization is issued.
13. International Returns
13.1 International Customers
For customers outside our primary shipping region:
- Same 30-day return policy applies
- Customer responsible for return shipping costs
- Customer responsible for any customs duties or taxes for returns
- Use trackable international shipping method
- Extended processing time due to international shipping
13.2 Customs and Duties
We are not responsible for:
- Customs delays or inspections
- Import duties or taxes on returns
- Refusal of return package at customs
14. Cancelled Orders
14.1 Customer-Initiated Cancellation
You may cancel your order:
- Before Shipment: Full refund with no fees
- After Shipment: Follow standard return process upon delivery
14.2 Company-Initiated Cancellation
We may cancel orders due to:
- Product unavailability
- Pricing errors
- Payment processing issues
- Suspected fraudulent activity
If we cancel your order, you will receive a full refund and email notification.
15. Refund Status Tracking
To check the status of your return and refund:
- Log into your account on lablab.me
- Check order history and return status
- Contact customer service with RMA number
- Email: returns@lablab.me
- Phone: +298352377
16. Lost or Stolen Packages
16.1 Shipments to You
If your order is marked as delivered but you didn't receive it:
- Check with household members and neighbors
- Check all delivery locations at your address
- Contact the carrier with tracking number
- Contact us within 48 hours of delivery date
- We will investigate and provide replacement or refund
16.2 Returns to Us
If your return is lost in transit:
- Provide proof of shipment and tracking information
- We will work with you to resolve the issue
- File claim with shipping carrier if insured
- Resolution provided on case-by-case basis
17. Gift Returns
Products purchased as gifts can be returned:
- Gift recipient may initiate return with gift receipt or order number
- Refund issued as store credit or to original purchaser (recipient's choice)
- Same 30-day return period applies from delivery date
- All other return conditions must be met
18. Promotional Items and Discounts
18.1 Products Purchased with Discounts
Products purchased with promotional codes or discounts:
- Refund amount is the actual amount paid
- Promotional codes cannot be reused
- Same return policy applies
18.2 Free Gifts or Bonus Items
If your order included free gifts or promotional items:
- All items must be returned together for full refund
- Partial returns may result in adjusted refund
- Value of unreturned promotional items may be deducted
19. Bulk or Commercial Orders
For bulk purchases or commercial orders (typically 10+ units):
- Custom return terms may apply
- Contact our commercial sales team before ordering
- Restocking fees may apply
- Extended evaluation periods may be available
- Special arrangements can be made for large orders
20. Contact Information for Returns
21. Frequently Asked Questions
Q: How long do I have to return a product?
A: You have 30 days from the delivery date to initiate a return.
Q: Do I have to pay for return shipping?
A: Return shipping is free if the product is defective or we made an error. For other returns, customer pays return shipping.
Q: How long until I receive my refund?
A: Refunds are typically processed within 5-7 business days of receiving your return, and appear in your account within 3-10 business days depending on your payment method.
Q: Can I exchange a product for a different model?
A: Yes, contact customer service to arrange an exchange.
Q: What if I lost my receipt?
A: We can look up your order using your email address or order number from confirmation email.
Q: Can I return a product I opened and tested?
A: Yes, as long as the product is in good condition with all components and within 30 days.
Q: What if my product stopped working after 30 days?
A: After 30 days, defects are covered under the manufacturer's warranty. Contact us for warranty service.
22. Policy Updates
We reserve the right to update this Refund Policy at any time. Changes will be posted on this page with an updated "Last Updated" date. Your purchase and return rights are governed by the policy in effect at the time of your purchase.
23. Legal Rights
This Refund Policy does not affect your statutory rights under applicable consumer protection laws. In some jurisdictions, you may have additional rights beyond those outlined in this policy.
24. Dispute Resolution
If you are not satisfied with how we handled your return:
- Contact our customer service manager at support@lablab.me
- Explain your concern and desired resolution
- We will review and respond within 5 business days
- If still unresolved, refer to our Terms and Conditions for dispute resolution procedures
Our Promise
At RoboHome, we are committed to your complete satisfaction. Our household robots and smart home devices are designed to enhance your life, and we stand behind every product we sell. If you're not happy, we'll make it right.
Thank you for choosing RoboHome!
This Refund Policy is effective as of the date stated above and applies to all purchases made through RoboHome's website.
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