Refund policy
Scope of Application
This return and refund policy (hereinafter referred to as “Policy”) applies solely to the products purchased from RoboUP's official website for personal use only and not for resale.
From Third-Party Purchase
If you purchase RoboUP products from a third-party seller:
(i) Returns: RoboUP will not process or accept returns for such products. Please contact the original seller and follow their return policy.
(ii) Warranty Claims: Warranty claims are governed by the limited warranty policy provided with the product.
Third-party sellers may provide additional or different rights. RoboUP is not responsible for those terms. Please consult the seller directly for details.
Order Cancellation
We accept cancellations only before a product is shipped.
Cancellation within 24 Hours: You can cancel your order within 24 hours without incurring any fees.
Cancellation after 24 Hours: If you choose to cancel your order after 24 hours and the order has not yet been shipped, a transaction fee will apply to your refund.
Once an order has shipped, cancellation is not possible. Please refer to our following Return and Refund terms.
Raccoon & TM01 Return Overview
| Series | Return Window | Non-Quality-Related Return | Quality-Related Return | Return Shipping Fee |
| Raccoon & Bundle | Within 30 Calendar Days | Unactivated, unused, and original packaging required | Manufacturing defects, shipping damage, or missing items (subject to supporting evidence) | RoboUP covers quality-related return shipping; customers cover non-quality-related return shipping |
| TM01 & Bundle | Within 30 Calendar Days | Unactivated, unused, and original packaging required | Manufacturing defects, shipping damage, or missing items (subject to supporting evidence) | RoboUP covers quality-related return shipping; customers cover non-quality-related return shipping |
* Please return all accessories together and contact service@iroboup.com with photos/videos before returning. For non-quality-related returns, you may request a prepaid return label from us, as our shipping rates may be lower than self-arranged returns. If you use our prepaid return label, the return shipping cost will be deducted from the refund amount. After the return is received and inspected, refunds are processed within 2–3 business days and usually arrive within 5 business days via the original payment method.
You Can Request Our Return & Refund Service:
ü Within 30 calendar days starting from 00:00 on the day after receiving a product if the product has no manufacturing defect, and is still in unopened, unactivated, and unused condition.
ü Within 30 calendar days starting from 00:00 on the day after receiving a product if the product has a manufacturing defect.
Return & Refund Service Will Not Be Provided Where:
û A product is not purchased from RoboUP’s official or authorized channels.
û It is requested beyond 30 calendar days starting from 00:00 on the day after receiving a product.
û A legal proof of purchase, receipt, or invoice is not provided or is reasonably believed to have been forged or tampered with.
û Product labels, serial numbers, waterproof marks, etc., or signs of tampering or alteration.
û A product sent to RoboUP for Return & Refund Service does not include all original accessories, attachments or packaging, or any item is not in new or like-new condition, i.e. with cracks, dents, or scratches.
û Any fault or damage of the product is caused by unauthorized use or modification of the product, including exposure to moisture, entry of foreign bodies (water, oil, sand, etc.) or improper installation or operation.
û Damage is caused to the product by uncontrollable external factors, including fire, floods, high winds, or lightning strikes.
û A product is returned without RoboUP’s Return & Refund Service confirmation.
û A product is not delivered to RoboUP within 7 calendar days after Return & Refund Service confirmation is sent from RoboUP.
û Once an order has been confirmed as delivered, RoboUP is not responsible for any loss, theft, or stolen packages. Any issues arising after confirmed delivery (including theft) are not covered under return, refund, or warranty services.
û Other circumstances stated in this policy.
Return Process
To initiate a return, please contact us at service@iroboup.com. Once we receive your request, our Customer Support team will review your order to determine if it is eligible for a return.
If your order is eligible, you will receive detailed return instructions. Please ensure that the product is returned to RoboUP within 7 calendar days after receiving our Return & Refund Service confirmation.
Return Address: Demarks GmbH c/o RoboUP
1633 W San Bernardino Rd unit A,
Waldstraße 23/D7
Dietzenbach，Hessen, 63128
Germany
9:00AM to 6PM, Mon to Fri
Notice for Return Shipping Cost:
If the products received are damaged or incorrect due to an error on RoboUP's part, you will not be required to pay for the shipping fee.
If the return is for reasons not related to quality, you may need to cover the shipping fee. The fee generally ranges from €40 to €60, depending on your shipping address.
Refunds
You can expect to receive your refund in the same form of payment used for the original purchase, typically within 3 business days of our receipt of the return and confirmation of the product's condition.
If the returned product is found to be used, damaged, or missing parts, we reserve the right to issue a partial refund based on the item’s reduced value.
You will receive an email notification once your order has been refunded. If you have not received your refund after 5 business days, please contact us at support@iroboup.com