Refund and Return Policy
Refund and Return Policy
ROLA products are premium robotic systems with delicate electronic, mechanical, and cosmetic components. Each order is inspected and prepared carefully before dispatch.
KOIBOT is a brand of REON ROBOTICS CO., LTD. (Japan). Customer sales, official pre-order support, fulfillment, returns, warranty coordination, and related customer communications are handled by its affiliated seller and fulfillment company, REON ROBOTICS (HONGKONG) CO., LIMITED, unless a specific campaign, order confirmation, or written notice states otherwise.
Returns are accepted only for confirmed manufacturing defects or verified shipping damage. Any defect or shipping damage must be reported within 7 calendar days of delivery.
Claim Requirements
To support a return or damage claim, customers must provide:
- Order number and customer contact information
- Clear photos or videos of the issue
- A continuous unboxing video showing the outer carton, internal packaging, product condition, accessories, and any visible damage before handling or assembly
- Any additional information requested by KOIBOT for verification
Return Exclusions
Returns are not accepted for:
- Change of mind
- Cosmetic preference
- Misuse, accidental damage, improper handling, unauthorized repair, or improper storage
- Normal wear
- Damage caused by failure to follow setup, placement, charging, care, or safety instructions
- Products returned without prior written authorization
Customized, made-to-order, or specially configured products are non-returnable unless a manufacturing defect is confirmed by KOIBOT.
Authorization and Inspection
Approved returns must be shipped only to the return address provided by KOIBOT / REON Robotics after authorization. Customers must not ship products back without written approval. Unauthorized returns may be refused or delayed.
Refunds or replacements are processed after KOIBOT receives and inspects the returned product. If a defect or shipping damage is confirmed, KOIBOT / REON Robotics may, at its discretion, repair, replace, or refund the affected product.
Shipping fees, import duties, VAT, customs fees, local taxes, remote-area fees, and clearance charges are non-refundable unless required by applicable law or expressly stated by KOIBOT.