Roborock 30-Day Price Match Promise

Terms and Conditions

Updated on August 12th, 2025

THE INFORMATION CONTAINED HEREIN SETS FORTH YOUR RIGHTS AND OBLIGATIONS WITH RESPECT TO THE TRANSACTION(S) CONTEMPLATED FOR HEREBY. THESE TERMS REQUIRE THE USE OF ARBITRATION (ON AN INDIVIDUAL BASIS ONLY; I.E., CASE CONSOLIDATIONS AND CLASS-ACTIONS ARE NOT PERMITTED) IN ORDER TO RESOLVE DISPUTES. YOU MAY NOT ORDER OR OBTAIN PRODUCTS OR SERVICES FROM THIS WEBSITE UNLESS YOU: (A) AGREE TO THESE TERMS AND CONDITIONS IN THEIR ENTIRETY; (B) ARE AT LEAST 18 YEARS OLD; AND (C) ARE NOT PROHIBITED FROM ACCESSING OR USING THIS WEBSITE OR ANY OF THIS WEBSITE'S CONTENTS, GOODS, OR SERVICES BY ANY APPLICABLE LAW, RULE, OR REGULATION.

1. Applicability of Terms and Conditions: These terms and conditions (these “Terms”) shall apply to your purchase of products and related services through https://ca.roborock.com/ (the “Site”). These Terms are subject to change at any time without prior written notice by Roborock Technology Limited of 1500 WEST GEORGIA ST. SUITE 1300VANCOUVER BC V6G 2Z6 CANADA (referred to herein as either “Company,” “we,” “us,” or “our”). The most recent version of these Terms shall be posted for your review at any time on the Site. Changes to these Terms will impact any new orders that you place with us, but will not impact any orders that you have previously placed. Please review these Terms in their entirety prior to engaging in any transaction on the Site. Your continued use of the Site after any posting of updated Terms (which shall be dated as of their most recent update) shall constitute your acceptance of and agreement to any changes therein made.

2. Online Orders: When placing an order on our Site, you are effectively offering to purchase whatever products and services you select. We reserve the right to accept, reject, or partially fulfill any order at our discretion. Upon receipt of your order, we will send you an email to the address you provided, acknowledging receipt of your order. Please note that this email serves solely as an acknowledgment of your order and does not constitute acceptance of your offer to purchase. The acceptance of your offer and the completion of the contract between you and us will occur only upon the dispatch of the products or services ordered. Until then, we retain the right to cancel any order, even after sending the acknowledgment email, at our sole discretion. You may cancel your order directly on our Site within one hour after you have placed the order. After this one-hour period, any requests for cancellation must be directed to our customer service team. Please note that at this stage, cancellation is at our discretion, and we cannot guarantee that your order can still be cancelled. We reserve the right to change or discontinue all or any of our products or services at any time and without notice, at our sole discretion.

3. Price; Payment Terms: 

(a) All applicable prices are set forth alongside the goods and services offered on the Site. Such prices are subject to change at any time by us in our sole discretion. You will be responsible for the prices stated at the time of your transaction, as well as any: (i) sales, use, excise, and related taxes; and (ii) shipping and handling charges.

(b) Payment for products and services must be made using a valid credit, debit card, or use of a bona-fide electronic payment provider (e.g., PayPal, shop Pay, Apple Pay, Google Pay, MetaPay). By using any such card or payment provider, you are hereby representing and warranting your full right and authority to make such purchase in the manner elected without violating any applicable law, rule, or regulation. You understand that we will not be liable for, nor involved in, any legal relationships or disputes that may arise between you and your card issuer or payment provider. All information you provide for the transaction must be accurate, current, and complete. Your payment method will be charged at the time of placing the order. If any order is later cancelled, we will initiate a refund to your payment method or release the pre-authorization as applicable. However, the timing of such refunds or release of pre-authorizations is governed by the policies of your respective payment method, over which we have no control.

(c) If Company makes an error in pricing information and/or a typographic error on the Site or otherwise in any advertisements or in any communications with you, Company may nevertheless refuse or cancel an order placed for a product quoted at such price or described in error, even if Company has confirmed the receipt of your order or charged your credit or debit card. 

4. Shipping; Title; Risk of Loss: 

(a) Once your order is accepted, we will deliver your package to the designated carrier (e.g., FedEx, UPS, USPS) using the address you provide when making the order. Company transfers title to products you ordered upon delivery to the designated carrier.

(b) Company shall bear the risk of loss or damage to the products you ordered until they are delivered to the designated carrier for shipment to you. Thereafter, you assume risk of loss, theft or damage, including all risks associated with the delivery. 

(c) While we strive to provide accurate shipping and delivery estimates online, we shall not be responsible for any delays in shipments once the package is in the possession of the shipper.

(d) For Your protection, we do not allow address changes after an order has been placed.

(e) If you discover any shortage or damage after delivery, you must immediately notify the designated carrier to ensure proper handling of your claim. It is the duty and responsibility of the carrier to give you a written report of such shortage or damage following your notification. Both Your copy and the carrier's copy of the receipt, freight bill, or delivery memo (as the case may be) must be detailed with the specifics of the shortage or damage. These documents must be signed and acknowledged by the carrier’s driver or representative. In cases of concealed damage, you must notify the carrier within 48 hours by phone and in writing, requesting an inspection report to be conducted by their agent. All cartons and merchandise should be retained for this inspection and for claim approval. It is critical that you file a written claim with the carrier within 48 hours of receipt of shipment for any shortage or concealed damage. You must include the following along with your written claim to the carrier: the carrier’s inspection report, the paid freight bill, and the original or a certified copy of the invoice.

(f) We ship to street addresses within Canada. We cannot deliver to addresses outside the Continental Canada. Additionally, we reserve the right to refuse shipment to any address identified by our or our third-party systems as a forwarding agency or unreliable address. If you believe your address has been wrongfully categorized, please contact our customer service for assistance.

(g) Unless stated otherwise in these terms, all products are considered accepted upon delivery.

5. Returns: 

(a) If you, for any reason, are not satisfied with your order, you may return it for a full refund; provided: (i) the items(s) were not designated as non-returnable; (ii) your return is made within thirty (30) days of delivery; and (iii) the merchandise is returned in the same condition as originally received by you, inclusive of all original packaging and accessories.

(b) Upon receiving the returned goods, we will inspect and examine the items. If they fail to meet any of the above conditions: (i) No refund will be issued; and (ii) You will be responsible for all expenses incurred in inspecting and disposing of the non-conforming product or returning it to you.

(c) All returns must be made pursuant to the specific return procedure specifically set forth on the Site (which can be found at: https://ca.roborock.com/pages/shipping-and-refund).

(d) You will be responsible for the risk of loss or damage during the return shipment.

(e) Once the return is approved and processed, the refund will be credited back to the original payment method. If, after issuing a refund, we subsequently discover that the returned product doesn’t conform with our stated conditions, you hereby authorize Company to charge your credit card or another payment method you’ve provided for the full retail price of the product, as well as any associated fees and expenses.

6. Representations & Warranties (R&Ws); Disclaimers; Limitations on Liability: 

(a) Buyer’s R&Ws. You represent and warrant to us as follows: (i) that you have the right to enter into any transaction contemplated hereby without violating these Terms, any applicable law, rule, or regulation, and/or any agreement with, or rights of, any third party; (ii) that you will use the goods and services provided hereunder exactly as authorized and never in any way that would violate any applicable law or third party right of any kind; and (iii) that you are buying goods or services from the Site for solely your own use, and not for resale and/or export.

(b) Company’s Limited Warranty: The products purchased from the Site are warranted in accordance with our Limited Warranty, which can be found at https://ca.roborock.com/pages/service-warranty, incorporated herein by reference. In order to understand your rights and remedies regarding the products, it is essential to review the Limited Warranty in its entirety. EXCEPT FOR THE WARRANTIES EXPLICITLY MENTIONED, WE MAKE NO OTHER WARRANTIES, WHETHER EXPRESS OR IMPLIED. If for any reason you believe in good faith that we have not fulfilled our obligations as set out in the Limited Warranty, you are entitled to follow the dispute resolution procedures set forth in Section (12) below.

(c) Limitation on Warranties: Subject to applicable law, and without limitation on the foregoing, we limit the duration and applicability of any and all implied warranties (including without limitation the warranties of merchantability, fitness for a particular purpose, title, or warranty against infringement of intellectual property rights of a third party, whether express or implied by law, course of dealing, course of performance, usage or trade, or otherwise) to the duration of the limited warranty set forth in subsection (b) above. PLEASE NOTE THAT SOME STATES DO NOT ALLOW FOR LIMITATIONS ON THE DURATION OF IMPLIED WARRANTIES AND THEREFORE, THIS LIMITATION MAY NOT APPLY TO YOU.

(d) Sole and Exclusive Remedies/Liability Cap: SUBJECT TO APPLICABLE LAW, THE REMEDIES SET FORTH ABOVE ARE YOUR SOLE AND EXCLUSIVE REMEDIES, AND OUR ENTIRE OBLIGATION AND LIABILITY, FOR ANY BREACH OF OUR LIMITED WARRANTY. SUBJECT TO APPLICABLE LAW, UNDER NO CIRCUMSTANCES WILL COMPANY’S OBLIGATION OR LIABILITY HEREUNDER EXCEED THE PURCHASE PRICE YOU PAID ON THE SITE FOR ANY GOODS OR SERVICES. ADDITIONALLY, SUBJECT TO APPLICABLE LAW, UNDER NO CIRCUMSTANCES WILL WE BE LIABLE FOR ANY LOSS OF USE, DATA, BUSINESS, GOODWILL, REPUTATION, OR REVENUE, AND/OR ANY CONSEQUENTIAL, INCIDENTAL, SPECIAL, OR PUNITIVE DAMAGES OR OTHER DIRECT OR INDIRECT LOSSES OF ANY KIND. SOME STATES DO NOT ALLOW FOR THE EXCLUSION OF INCIDENTAL OR CONSEQUENTIAL DAMAGES, SO THE ABOVE EXCLUSION MAY NOT APPLY TO YOU. 

(e) Indemnification: To the maximum extent permitted by law, you agree to defend, indemnify and hold Company, its directors, officers, employees, affiliates, and agents harmless from and against any and all demands, losses, liabilities, damages or expenses, claims including reasonable attorney fees, made against Company by any third party and arising out of or in connection with your breach of these Terms and your purchase and/or use of our products, service or program.

7. Privacy Policy and Website Terms of Use: Please review our Privacy Policy and User Agreement, which can be found at the following addresses respectively: https://ca.roborock.com/pages/privacy-policy and https://ca.roborock.com/pages/user-agreement. The Privacy Policy governs our processing of all personal information that we may collect from any person through the use of our Site. The User Agreement govern your use of our Site in general.

8. Third Party Beneficiaries: These Terms are for your sole benefit and nothing herein, express or implied, is intended to or shall confer upon any other person or entity any legal or equitable right, benefit, or remedy of any nature whatsoever under or by reason of these Terms.

9. Force Majeure: Company shall not be held responsible for delays or non-performance caused by activities or factors beyond its reasonable control, including without limitation, war, weather, strikes, floods, lockouts, fires, acts of God, terrorism, and/or delivery, vendor, supplier, or other third party delays, non-performance, or failures of any kind.

10. Export: All products purchased on the Site are only for use in Canada and are subject to the export regulations of Canada. You shall comply with Canadian export regulations.

11. Assignment: Company may assign or otherwise transfer any or all of its rights or obligations hereunder, in whole or in part, to any third party in its sole discretion. You may not assign any of your rights or delegate any of your duties hereunder at any time without our prior written consent in each instance, and any attempt to do so shall be null and void.

12. Partial Invalidity: In the event that any part or portion of these Terms is deemed to be invalid, illegal, or unenforceable, the remaining provisions shall continue in full force and effect.

13. Governing Law/Disputes:

(a) Governing Law: These Terms shall be governed by the laws of British Columbia, and applicable federal laws of Canada. Nothing in these terms shall operate to exclude or restrict any consumer rights provided under applicable Canadian consumer protection laws.

(b) Disputes: Without limiting any non-waivable consumer rights, the parties agree that any arbitrable dispute arising out of or relating to these Terms shall be finally resolved by binding arbitration administered by the Vancouver International Arbitration Centre (VanIAC) under its then-current Domestic Arbitration Rules, by one arbitrator, with the seat of arbitration in Vancouver, British Columbia, and the language of the arbitration being English.

(c) To the extent that applicable law provides certain consumer remedies or disputes are non-arbitrable, or a consumer may elect to proceed in court, nothing in this clause prevents a consumer from bringing such claims in a court of competent jurisdiction in British Columbia. Either party may bring disputes that qualify for small claims procedures in the competent small claims court or other summary procedure tribunal in British Columbia.

(d) Either party may seek interim or conservatory relief (including injunctions) from courts of competent jurisdiction without waiver of arbitration.

(e) Subject to applicable law, the arbitration and award shall be confidential to the extent permitted by law.

(f) In the event of any conflict between this clause and mandatory consumer protection laws, the latter shall prevail, and the remainder of this clause shall continue to apply to the extent not in conflict.

14. No Waivers: Our failure to enforce any of our rights hereunder will not constitute a waiver of our right to make such enforcement in the future, subject to applicable law.

15. Notices: We may provide notices hereunder to you by: (i) email; (ii) regular mail; or (iii) posting them on the Site. You shall be responsible for ensuring that you have provided us with your current email and mailing addresses. You can contact us at any time by any of the following means: (i) email, at: support-ca@roborock.com; (ii) phone, at 18334211915 (Canada Only); or (iii) personal delivery, express courier, or registered or certified mail to: 1500 WEST GEORGIA ST. SUITE 1300VANCOUVER BC V6G 2Z6 CANADA.

16. Entire Agreement: These Terms, along with the confirmation email referenced in Section (2) above, any instructions that we provide you with relating to any product or service you obtain from us through the Site, our Site’s “User Agreement” and “Privacy Policy,” our Limited Warranty, and our Software License and Service Agreement (which is accessible via our ‘Roborock’ app) shall, collectively, be deemed a final and integrated agreement between you and us with respect to the subject matter hereof. Any additional or different terms in any order or communication from you shall not be binding on Company unless signed by an authorized representative of Company. Additional or differing terms proposed by you, whether in an order or other communication, are not binding on us unless expressly agreed to in writing by an authorized representative of the Company. No course of dealing or custom or usage contrary to this Agreement shall apply.

Online Store Warranty

This Limited Warranty applies to the machines sold by Roborock Technology Co.,Ltd ("Roborock") and not to accessories or other consumable items, such as filters or brushes. Roborock’s warranty obligations are to the original purchaser (hereinafter referred to as "you") only. This Limited Warranty cannot be assigned or transferred. This Limited Warranty is limited to the terms set forth below. 

NEW MACHINES Limited Warranty - Roborock Technology Co. Ltd warrants your Roborock Machine from defects in materials and workmanship as it is used under normal conditions for ONE (1) year from the date of original retail purchase. This Limited Warranty applies only to new machines purchased at ROBOROCK CA website official store  and it's suitable for Roborock Return Policy that items can be returned within 30 days of receipt of shipment in most cases. 

Roborock warrants to you that the certified refurbished Product you purchased at: (i) Roborock’s official store (https://ca.roborock.com); (ii) Roborock’s official Store on Amazon.com; and, (iii) Roborock’s official Store on Ebay.com; (iv) other Roborock’s official Store, will be reasonably free from defects in materials and workmanship for six (6) months from the product purchase date, when the Product is stored, handled, installed, used, and maintained in accordance with instructions provided by Roborock.

PROOF OF PURCHASE - To make a claim under our Limited Warranty, you must first show us the date on which you purchased the Roborock machine. Your bill of sale or similar document is sufficient. If you are unable to show us the original date of purchase, the time periods in this Limited Warranty will start on the date we shipped your Roborock machine from our factory. 

EXCLUSIONS - This Limited Warranty does not cover

(a) defects of consumable parts, such as batteries, unless the consumable part has been damaged due to a defect in materials or workmanship in a non-consumable part of the machine(s);

(b) defects due to normal wear and tear and cosmetic damage, including, but not limited to, scratches, dents and broken plastic;

(c) defects caused by misuse, accident (including, without limitation, collision, fire, and the liquid), neglect, abuse, unusual stress, modification, improper or unauthorized repair, installation, wiring, or testing, alterations not approved by us, improper repairs or service, or use of improper parts and accessories not supplied by us;

(d) defects caused by machine operation beyond be the permitted or intended uses described by Roborock;

(e) defects caused by use with non-Roborock machines;

(f) defects of any non-Roborock machines, even if packaged or sold with the Machine(s);

(g) defects due to or of modifications of the firmware or software of the Machine(s) by anyone other than Roborock (Roborock reserves the right to disable the Machine(s) if Roborock suspects fraud or if Roborock determines that the Machine(s) are counterfeit, stolen or lost in shipment);

(h) defects due to misuse or failure to follow the operating instructions, and failure to perform recommended maintenance;

(i) defects in parts that must be replaced periodically;

or (j) defects due to use in any other manners than normal and expected use.

Roborock is not responsible for damage arising from failure to follow instructions relating to the use of the Machine(s). You are responsible for (a) proper use of our machine, (b) routine preventative maintenance and (c) following proper machine handling recommendations provided in our instruction manual, quick start guide and on our website.

CUSTOMER SERVICE - Please click the “Contact Us” on My Orders page or contact Customer Service: support@roborock.com to determine your problem and the next steps. Roborock Technology Co. Ltd and its suppliers' entire liability and your exclusive remedy shall be, at our option, either (i) repair the Machines; (ii) replace the Machines with a new or refurbished Machines (replacement Machines being of identical model or equivalent functions); or (iii) provide to you a refund of the price you paid for the Machines (excluding taxes and shipping costs). Any Machines that are repaired or replaced under this Limited Warranty will have warranty coverage under this Limited Warranty for the longer of: (a) 90 days from the date of repair or replacement; or (b) the remaining original Warranty Period. Replacement parts used in the repair of the Machines may be new, equivalent to new, or refurbished.

NO OTHER WARRANTIES - Roborock Technology Co. Ltd does not warrant the functions contained in the Roborock machine will meet your requirements. The entire risk as to the quality and performance of the ROBOROCK machine is with you. To the maximum extent permitted by applicable law, Roborock Technology Co. Ltd and its suppliers disclaim all other warranties, either express or implied, including, but not limited to, implied warranties of merchantability and fitness for a particular purpose, with regard to the Roborock machine and the accompanying written materials. This Limited Warranty gives you specific legal rights. You may have other rights which vary between states/jurisdictions.

NO LIABILITY FOR CONSEQUENTIAL DAMAGES - To the maximum extent permitted by applicable law, in no event shall Roborock Technology Co. Ltd or its suppliers be liable for any damages whatsoever (including without limitation, damages for loss of business profits, business interruption, loss of business information, or any other pecuniary loss) arising out of the use, inability to use the ROBOROCK machine, even if Roborock Technology Co. Ltd has been advised of the possibility of such damages. Because some states/jurisdictions do not allow the exclusion or limitation of liability for consequential or incidental damages, the above limitation may not apply to you.

Shipping and Delievery

Shipping is free with the purchase of any Roborock vacuum.

1. How do I track a delivery?

Once your order has shipped, you will receive a notification email with your tracking number and carrier details.

2. How will my delivery be shipped?

Our shipping methods include FedEx, UPS, USPS, and Amazon logistics.

3. I ordered more than one item. Will everything all be delivered at the same time?

All efforts are made to ensure your items reach you at the same time. However, some delivery differences may arise due to varying shipping options used for different products. Once an item has been shipped, you will receive a shipment notification email.

4. What do I need to do if I have questions about my order?

Go to Contact Us on the My Orders page, choose your model and issue type. You can add more details about your issue in the text box if required. Click Submit to send your message to Roborock support.

5. What countries do you ship to?

Products can only be delivered to locations in the Continental Canada. Delivery is not possible to islands.

6. How long does it take to ship?

Products are typically shipped in 3-5 weekdays after receiving an order. 

7. What if I don't receive my package?

If your tracking status shows Delivered, but you have not received your package, go to Contact Us on the My Orders page. Choose your product model, and in the Issue Type section, choose Shipping, then submit your problem.

If you have not received a shipping confirmation email after nine days of placing your order, follow the steps above. 

8. Can I change the delivery address of my package after it has been shipped?

No. Addresses cannot be changed once the product is en-route.

Returns and Replacements

1. How long is the return/replacement window for any products I have bought?

Products can be returned for any reason with 30 days of delivery. If you are returning due to a product fault, Roborock will be responsible for the shipping cost. However, for any other warranty claims, you are responsible for shipping costs.

2. What is the process for returning my product and getting a replacement?

Go to Contact Us on the My Orders page, choose your model and choose Returns & Replacements. You can add more details in the text box if required. Click Submit to send your message to Roborock support. The Roborock customer service team will contact you within 24 hours to discuss any problems you are experiencing. They may also provide troubleshooting solutions and request additional information before proceeding to arrange a product return.

3. How long until I receive my refund?

Refunds will be provided 2-3 days after receiving a returned product. If you have any questions or need additional support, go to Contact Us on the My Orders page, choose your model and choose Returns & Replacements. You can add more details in the text box if required. Click Submit to send your message to Roborock support.

4. Do I need to keep any of the boxes for returns & refunds?

Yes, all accessories and the original packaging are required for any returns and refunds. A penalty may be imposed if any accessories are missing.

5. How long is the Roborock warranty?

All Roborock products have a one-year warranty. For more detailed information, please see the Warranty page.