Return & Exchange Policy
1. Return & Exchange Timeframe
You are entitled to request a return or exchange within 30 calendar days from the date of delivery of the Products. The delivery date shall be based on the logistics carrier's successful delivery record or the signed confirmation time on the delivery note. For Products with quality defects (such as functional malfunctions, missing accessories, wrong model delivery, or damage caused by transportation), the return and exchange timeframe is extended to 60 days from the delivery date. For pre-ordered or customized Products, the return and exchange timeframe starts from the actual delivery date and will be additionally specified on the product detail page if there are special provisions.
2. Eligibility for Returns & Exchanges
2.1 Eligible Conditions
To apply for a return or exchange, the Products must meet the following conditions: 1) The request is submitted within the specified timeframe; 2) The Products are in their original unused condition, with no signs of artificial damage, disassembly, or modification. For robot vacuums, the appearance shall be free of scratches, dents, or stains, and all original packaging (thickened cartons, foam padding), tags, user manuals, and accompanying accessories shall be intact; 3) All original components and accessories are returned together with the Products (including charging docks, power cables, brushes, etc.); 4) Valid proof is provided, including the order number, clear photos or videos of the Products (to confirm the product condition or quality defects, especially for functional malfunctions).
A: We support a variety of secure payment methods, including major credit cards (Visa, Mastercard, American Express), debit cards, and mainstream digital payment platforms. All payments are processed through a professional third-party payment system to ensure the security of your payment information. We will not store your complete payment card details.
2.2 Ineligible Conditions
Returns and exchanges will not be accepted in the following circumstances: 1) Products that have been used, disassembled, modified, or damaged due to improper use, storage, or maintenance (such as damage caused by incorrect operation, unauthorized repair, or falling); 2) Products whose original packaging, tags, user manuals, or accompanying accessories are incomplete or damaged, affecting product integrity confirmation; 3) Requests beyond the specified timeframe without legitimate reasons; 4) Products with normal differences caused by display devices, lighting, or shooting angles; 5) Pre-ordered or customized Products that meet the agreed design and parameter standards and have no quality defects; 6) Products marked as "Final Sale" or "Non-Returnable" on the product page; 7) Products damaged due to force majeure (such as natural disasters, transportation accidents caused by uncontrollable factors) or man-made damage (such as intentional damage); 8) Consumable accessories (such as filter elements, brushes) that have been used or damaged due to normal wear and tear.
A: Order cancellation or modification is only allowed within 24 hours of successful payment and before the order is processed. To cancel or modify an order, please log in to your account, find the relevant order, and submit a cancellation/modification request. If the order has been processed or shipped, we cannot cancel or modify it. You can refer to our Return and Refund Policy for return procedures after receiving the goods.
3. Return & Exchange Process
1) Application: Before the expiration of the return and exchange timeframe, log in to your account (or use the order number and contact email to log in to the guest center), enter the "Order History" page, select the relevant order, and click "Apply for Return/Exchange". Fill in the application form truthfully, including the order number, product name, reason for return/exchange, and upload relevant proof materials (clear photos/videos of defect details or model mismatches are required for quality or model problems). 2) Review: The review result will be notified to you via email or message within 2-3 business days. Eligible applications will receive a return authorization number (RA number) and the designated return warehouse address. 3) Return Shipment: Arrange the return shipment within 7 business days after receiving the return authorization. Due to the heavy weight and fragility of robot vacuums, please use the original packaging or equivalent protective packaging (thickened cartons, shock-absorbing foam) to wrap the Products to avoid secondary damage during transportation, and clearly mark the RA number on the outer packaging. 4) Inspection and Processing: The warehouse will inspect the returned Products within 3-5 business days after receipt, focusing on verifying product integrity, functional status, and whether there is artificial damage. Qualified returns will be refunded within 3-5 business days via the original payment method; eligible exchanges will be shipped within 2-5 business days if the new model/specification is in stock.
4. Shipping Costs
1) Seller's Responsibility: If the return or exchange is caused by product quality defects, wrong model/specification, missing accessories, or shipping damage, the return shipping cost shall be borne by the seller. You can pay the shipping cost in advance and provide the logistics invoice for reimbursement. 2) Buyer's Responsibility: If the return or exchange is caused by personal reasons (such as change of mind, incorrect judgment of product functions), the return shipping cost shall be borne by you, and the original shipping fee is non-refundable. For exchanges due to personal reasons, you also need to bear the re-shipping fee of the new product. If the return application is rejected due to non-compliance with return conditions, the cost of returning the product to you shall be borne by you. 3) Special Note: Due to the heavy weight of robot vacuums, the return shipping cost for personal reasons may be higher, and the specific amount shall be subject to the actual charge of the logistics carrier.
5. Special Provisions for Pre-ordered & Customized Products
For pre-ordered or customized robot vacuums (such as personalized functional configurations, custom logos), returns and exchanges are only accepted if there are quality defects or if the product does not meet the agreed parameters confirmed by you. Before production, we will send the parameter confirmation form to you via email; once confirmed, no modifications to the parameters will be allowed. If the product does not match the confirmed parameters, you can apply for return or exchange; if the parameter error is caused by your own mistake, returns and exchanges will not be supported. The return and exchange process for pre-ordered products shall be subject to the additional provisions on the product detail page.
6. Policy Modifications
The right to modify or update this Policy is reserved. Any modifications or updates will be posted on the store's official page with the effective date marked. The modified Policy will take effect immediately upon posting. If you continue to use the store's services or place orders after the Policy is updated, it shall be deemed that you have accepted the modified Policy.