Cancellation & Refund Policy

1. Order Cancellation

To cancel your order, please follow these steps:
  • Please immediately contact Robooter customer service team
  • Please note that cancel requests are only available during the first 90 minutes after you place your order.

Cancellation Window. If your cancellation is submitted within 90 minutes and the order has not entered fulfillment, we will issue a full refund to your original payment method. If you do not cancel within 90 minutes, we cannot modify, change, or cancel the order. Please contact our team before ordering if you need guidance choosing the right model or configuration.


Approved cancellation refunds will be processed to the original payment method within 7 business days. The time required for the funds to appear in your account may vary depending on your bank or card issuer.


Orders Already Shipped or in Transit: If your order has already shipped or is in transit, it is no longer eligible for cancellation. You may refuse delivery or return the product after receipt in accordance with our Return Policy. All returns in this case are subject to: a $200 RETURN SHIPPING FEE per power wheelchair for the prepaid return shipping label provided by Robooter. These amounts will be deducted from your refund.


2. Return Policy

Returns, Refunds and Restocking Fees.

Robooter believes in the quality of its products and wants you to shop with confidence. Please read the following carefully to understand our return and restocking fee policy applicable to all power wheelchairs sold by Robooter on robooter.us.

30-Day Return Period.

You may return eligible products within 30 days from the date of delivery, as shown in the carrier’s tracking information. Returns received after 30 days from the delivery date are not accepted.

Returns of New and Unused Products (Within 30 Days).

You may return any new and unused Robooter power wheelchair within 30 days of delivery for a refund of the product purchase price, subject to the return shipping fee described below.
To qualify as new and unused, the product must:
  • Be in original condition, with no signs of use;
  • Include all original packaging, manuals, tools, accessories, chargers, and documentation; and
  • Have no visible damage, wear, dirt, scratches, or modifications.
Once the returned item is received and inspected at our facility, your refund will be processed within 7 business days using your original payment method.

Return Shipping Fee (New and Unused).

For new and unused power wheelchairs returned within 30 days, Robooter will provide a prepaid return shipping label and deduct a flat $200 RETURN SHIPPING FEE per power wheelchair from your refund. No 15% PROCESSING FEE applies to products that qualify as new and unused under this section.

Returns of Used Products (Within 30 Days).

If a product has been used, but you still wish to return it within 30 days of delivery, returns are accepted under the following conditions:
  • The product shows light use only, with no structural damage;
  • The device is in good working condition and free of abuse, neglect, or improper modification; and
  • All included accessories and parts must be returned. If any accessories, parts, or components are missing upon return, the customer will be responsible for the replacement cost at the original retail price (or the amount deducted from the refund).

Return Shipping Fee (used).

For used products returned within 30 days: A 15% PROCESSING FEE will be applied to the product purchase price; and a flat $200 RETURN SHIPPING FEE per power wheelchair will be deducted for the prepaid return label provided by Robooter.
These amounts are deducted from your refund. Once the product is received and inspected, your refund (less the 15% PROCESSING FEE and $200 RETURN SHIPPING FEE) will be processed within 7 business days using your original payment method.
Robooter reserves the right to adjust the refund amount or refuse the return if:
  • The product shows excessive wear or damage;
  • Parts, accessories, or packaging are missing; or
  • The condition differs substantially from what was described in your return request.

Returns Due to Major Quality Issues (Non-Repairable).

Robooter stands behind the quality and safety of its products. If you experience a major quality issue that cannot be resolved through reasonable troubleshooting or repair, you may be eligible for a full refund with free return shipping, subject to the following conditions:
  • The issue must be a manufacturing defect or major functional failure covered under Robooter’s warranty;
  • You must notify Robooter Customer Support within 30 days of delivery and provide clear details, including photos or videos, as requested;
  • Robooter will begin reviewing the issue within 3 business days after receiving all required information
  • Robooter may perform remote diagnostics and coordinate repair guidance or replacement parts, as appropriate.
If Robooter determines, in its reasonable judgment, that:
  • The product has a major quality issue; and

  • The issue cannot be resolved through repair or replacement parts within 30 calendar days after Robooter receives all required diagnostic information,

then Robooter will:
  • Approve a full refund of the product purchase price; and
  • Provide a prepaid return shipping label at no cost to you (no $200 RETURN SHIPPING FEE and no 15% PROCESSING FEE).

Accessories and Components

Accessories, replacement parts, components, batteries, cushions, clearance items, customized items, and complimentary gifts are final sale and are not eligible for return.

If an accessory or component arrives damaged, defective, or different from the item ordered, please contact Robooter Customer Support. Once the issue is confirmed, Robooter will issue a refund to the original payment method. No return is required unless otherwise requested by Robooter..

Return Shipping Costs

Prepaid Return Labels. For eligible returns, Robooter will provide a prepaid return shipping label:

  • For standard returns of new and unused or used power wheelchairs, a flat $200 RETURN SHIPPING FEE per power wheelchair will be deducted from your refund;
  • For returns approved due to major quality issues that cannot be repaired, Robooter will cover the full cost of the return shipping label (no deduction from your refund).
Shipping Costs Are Non-Refundable. Original outbound shipping charges (if any) and return shipping fees are non-refundable unless the return is due to a confirmed shipping error by Robooter or a confirmed major quality issue.

Returns Mechanics, COD and Timing.

We will notify you at the email address on file when we process your return. Return material authorizations are required to make a return. Most refunds show up to your payment card or payment account within 72 hours of processing (or on your next paper statement) . The timeframe for refunds depends on your financial institution. Robooter does not accept shipments sent cash on delivery (COD).

Approved U.S. returns must be sent to the return address provided by Robooter Support. Our current U.S. return receiving address is 18591 San Jose Ave, City of Industry, CA 91748, USA. Do not ship any return without prior authorization.

 

4. How to Request a Return

Before returning any product, please contact Robooter Customer Support by:

Please provide your order number, product model, reason for the request, product condition, and photos or videos if needed.

If your request is approved, Robooter will provide a Return Material Authorization (RMA), return instructions, the authorized return address, and a prepaid return label where applicable.

Do not return any product without prior authorization. Unauthorized returns may be refused.

After the returned product is received and inspected, approved refunds will be processed within 7 business days. 

Robooter does not accept cash-on-delivery (COD) returns.