RoboLife Refund and Returns Policy

 

At RoboLife, we want you to be happy with your purchase. If something isn’t right, we’re here to help. Please read our refund and returns policy below.

1. Returns

You may request a return within 30 days of receiving your order, provided the item meets the following conditions:

• The product is unused and in its original condition.

• The item is returned with its original packaging, accessories, manuals, and included parts.

• You provide proof of purchase, such as your order confirmation or receipt.

Certain products may have additional return requirements for hygiene, safety, or product-protection reasons.

To start a return, you can contact us at robolifenz@gmail.com. Please note that returns will need to be sent to the following address: 8 Fort Richard Road, Otahuhu, Auckland, 1062  

If your return is accepted, we’ll send you a instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Please note, that the courier label to be returned back to the store address is to be arranged by the purchaser and the refund is for the full purchase price of the product not including any delivery costs as the courier fee is non-refundable. There may also be a 10% restocking fee incurred upon evaluation of the product and situation of the purchaser. 

Buying from a third party source will also incur a 10% deduction of the refund as the commission from the sale of the item is non-refundable from their end. 

2. Damaged, Defective, or Incorrect Items

Please inspect your order when it arrives. If your product is damaged, defective, incomplete, or different from what you ordered, contact us as soon as possible.

Please include your order number, a description of the problem, and clear photos or videos where appropriate.

We will assess the issue and explain the available options, which may include repair, replacement, or a refund, as required by applicable law.

3. Items Not Eligible for Change-of-Mind Returns

Change-of-mind returns may not be accepted for:

• Products that have been used, damaged, or modified after delivery.

• Items returned without essential accessories or components.

• Products specifically identified as non-returnable before purchase, where legally permitted.

Nothing in this policy limits your rights under applicable consumer protection laws. Faulty products may still qualify for a remedy even if they are not eligible for a change-of-mind return.

4. How to Request a Return

To request a return, contact our customer support team with:

• Your full name

• Order number

• Product name

• Reason for the return

• Photos or videos, if relevant

Please wait for return instructions before sending any item back. Returns sent without prior instructions may experience delays.

Customer support email: robolifenz@gmail.com

5. Return Shipping Costs

For change-of-mind returns, the customer is responsible for return shipping costs unless we state otherwise.

If an item is faulty, damaged, incorrect, or otherwise covered by applicable consumer protection laws, RoboLife will handle reasonable return shipping costs as required by law.

For large or heavy products, including e-bikes, e-scooters, and mobility equipment, please contact us before arranging return shipping.

6. Refunds

Once we receive and inspect your returned item, we will notify you whether your refund has been approved.

Approved refunds will generally be issued to your original payment method. Processing times may vary depending on your bank or payment provider.

Where a refund is not approved, we will explain the reason and any available options.

7. Exchanges and Replacements

If you receive a defective, damaged, or incorrect item, contact us to discuss a replacement, repair, or other appropriate remedy.

Exchanges for change-of-mind purchases are subject to product availability and our return conditions.

8. Order Cancellations

If you need to cancel an order, contact us as soon as possible. We cannot guarantee cancellation once an order has been processed or shipped.

If an order has already been dispatched, you may need to follow our return procedure, subject to applicable consumer laws.

9. Consumer Rights

This policy does not exclude or replace any rights or remedies available to you under applicable consumer protection laws, including the New Zealand Consumer Guarantees Act where it applies.

If a product does not meet the guarantees required by law, you may be entitled to a repair, replacement, refund, or another remedy depending on the circumstances.

10. Contact Us

If you have questions about refunds or returns, please contact:

RoboLife
Website: https://robolife.co.nz

We’ll do our best to help resolve your concern fairly and promptly.