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Introduction

These RoboUP After-Sales Policies (these “Policies”) only apply to RoboUP products you purchased from RoboUP authorized retailers or RoboUP official stores directly for your own use and not for resale.


By using your RoboUP product, you agree to be bound by these Policies. If you are not eligible or do not agree to any of the Terms, do not use your RoboUP product.


To the extent permitted by law,these Policies and the remedies set forth are exclusive and in lieu of all other warranties, remedies and conditions, whether oral, written, statutory, express or implied.


What is covered by this warranty

RoboUP warrants the RoboUP-branded hardware product and RoboUP-branded accessories contained in the original packaging (“RoboUP Product”) against defects in materials and workmanship when used normally in accordance with RoboUP's published guidelines during warranty period. RoboUP's published guidelines include but are not limited to information contained in technical specifications, user manuals and service communications.


The warranty period for the main body of RoboUP Products is three(3) years available with app registration, starting on the day you receive the product. Please note that the warranty period varies for different products and parts. Please check in the table of Part II Warranty Period to verify the duration of the warranty for your particular product or parts. If you are unable to provide proof of purchase, the warranty start date will be calculated as 90 days after the device's factory production date, that is, the warranty of the main body of RoboUP Products will end 39 months with app registration after the factory date (unless otherwise specified by RoboUP).


To qualify under the free warranty service, the following conditions must be met:

* The RoboUP products may only be used in compliance with the instructions in the RoboUP User Manual.

* The RoboUP products have been used normally within the specified warranty period and have no signs of man-made or external damage.

* The RoboUP products have undergone no unauthorized disassembly, modification or addition outside of advice given in the official product guide.

* The RoboUP products have not experienced any accidental damage.

* You are able to provide valid proof of purchase.


What is not covered by this warranty

This warranty does not apply to any non-RoboUP branded hardware products or any software, even if packaged or sold with RoboUP hardware. Software distributed by RoboUP with or without the RoboUP brand (including, but not limited to system software) is not covered by this warranty. RoboUP does not warrant that the operation of the RobouP Product will be uninterrupted or error-free. RoboUP is not responsible for damage arising from failure to follow instructions relating to the RoboUP Product's use.


For any situations not covered by the warranty (see below list), you will be required to pay a fee to access officially authorized RoboUP maintenance services.


The warranty does not apply:

* To damage caused by incorrect installation, use and or operation of product not in accordance with the official product manual;

* To damage caused by unauthorized (not included in the official product manual) modification, disassembly, opening of the product and or attempted repairs;

* To consumable parts, such as batteries or protective coatings, that may naturally diminish over time, unless failure has occurred due to a defect in materials or workmanship;

* To cosmetic damage, including but not limited to scratches, dents and broken plastic, unless failure has occurred due to a defect in materials or workmanship;

* To damage caused by the use of third-party components or products;

* To accidental damage, for example, that the product is dropped or suffers improper water damage, such as water seepage from using a high-pressure washer, or from being submerged under water, for example when heavy rain forms pools of water;

* To product failure or damage caused by major incident or natural disaster (for example, fire, earthquake, lightning etc.);

* To damage during upgrade/repair services carried out by anyone other than RoboUP's representatives;

* To defects caused by normal wear or aging;

* To damage caused by improper use or storage of battery packs and chargers;

* If the product's serial number has been removed or smeared manually;

* If you are unable to provide the PIN/security codes to prevent unauthorized use of RoboUP products, unless you can prove that you are an authorized user of the product (for example, by presenting proof of purchase);

* If after contacting RoboUP to confirm the warranty service, the corresponding item is not sent within 7 days.


How to Obtain Warranty Service

If a product does not function as warranted during the warranty period, you may obtain after-sales service by contacting RoboUP's online service as provided in https://www.iroboup.com/service_support/warranty_policy. Please note that before receiving warranty service, RoboUP or its agents may require that you furnish proof of purchase details, respond to questions designed to assist with diagnosing potential issues and follow RoboUP's procedures for obtaining warranty service.


What Will RoboUP Do

When you experience an issue with your product, please contact RoboUP and explain in as much detail as possible what the problem is. RoboUP will attempt to diagnose and resolve your problem by email or remote assistance, and possibly direct you to download and install particular software updates. If the issue cannot be solved remotely, you will obtain an RMA number and need to return the product to RoboUP for further testing and inspection.


If the problem is due to an issue covered under the warranty, RoboUP will be responsible for the repair costs.


If the product does not meet the conditions for free repair, RoboUP will charge a fee for testing, replacement parts, labor and courier costs, according to the specific case. Customers can choose to pay for the repair or have the original device returned without repair.


The replacement of products or parts provided by RoboUP may not be brand new or packaged, but will be in perfect working order and at least equivalent in performance to the replaced part. The replaced product will still be covered under the warranty of the original product. Please note that the replaced product or part becomes RoboUP's property and the replacement product or part becomes your property. Only unaltered RoboUP products and parts are eligible for replacement.


RoboUP may not be able to provide after-sales service in all locations, and the content of the after-sales service policy varies with location. Services outside the regular service range may incur a charge. For local information, please contact RoboUP.


Limitation of Liability

When receiving service, RoboUP is responsible for loss or damage to your product only while it is in RoboUP's posseccion or in transit, if RoboUP is responsible for transportation.


RoboUP is not responsible for loss or disclosure of any data, including confidential information, propriet information, or personal information, containded in a product.


Under no circumstances, and notwithstanding the failure of essential purpose of any remedy set forth herein, shall RoboUP, its affiliatesm suppliers, resellers, or service providers be liable for any of the following even if  informed of  their possibility and regardless of whether the claim is based in contract, warranty, negligence, strict liability or other theory of liability: 

* Third party claims against you for damages;

* Loss, damage or disclosure of your data;

* Special, incidental, punitive, indirect or consequential damages including but not limited to lost profits, business revenue, goodwill or anticipated savings.


In no case shall the total liability of RoboUP, its affiliates, suppliers, reselles, or service providers for dmages from any cause exceed the amount of actual direct damages, not to exceed the amount paid for the product.


The foregoing limitation does not apply to damages for bodily injury (including death), damage to real property or damage to tangible personal property for which RoboUP is liable under law.


As some states or jurisdictions do not allow the exclusion or limitation of incidental or consequental damages, the above limitation or exclusion may not apply to you.


Important INF

* Please contact the RoboUP technical support team or submit an after-sales request before sending back any product. RoboUP may reject or return products without an assigned RMA number.

* Due to differences between product versions, your product will be designated a specific, regional maintenance center by RoboUP. If you have any questions about the after-sales service policy, please contact the RoboUP after-sales service team.

* Please note that product repair may cause data loss; please back up your data first if necessary.

* If the recipient address you provide is wrong, or the recipient refuses to receive the delivery, any resulting loss shall be borne by the recipient.

* If the product cannot be delivered or is rejected, it will be returned to RoboUP. RoboUP will retain the product and calculate a storage fee from the date of return. The standard storage fee is: US$10/day or EURO€10/day. If/when the storage fee becomes equivalent to the remaining value of the product, RoboUP has the right to dispose of the product. Calculation method for product value = original selling price, subtract the cost of repair.

* If you want to send products across different countries/regions, you need to obtain RoboUP's consent, and you will be responsible for paying the resulting tariffs and customs clearance costs.

* When you sign for the product please check it is in good condition. Ensure there is no damage that may have occurred during delivery, or for any other reason. Damage to items during transportation must be reported to the RoboUP after-sales service center within 24 hours. For other issues with your returned product, please inform RoboUP within 48 hours from the date of receipt. After this period RoboUP will assume that the product is not damaged and performance is normal.


Additional Legal Rights for Consumers

For consumers, who are covered by consumer protection laws or regulations in their country of purchase or, if different, their country of residence, the benefits conferred by RoboUP's Limited Warranty are in addition to all rights and remedies conveyed by such consumer protection laws and regulations, including but not limited to these additional rights.


RoboUP Bug-Hunting Bounty Program

RoboUP's Bug-Hunting Bounty Program is committed to promptly addressing security concerns and vulnerabilities. Upon receiving your report, our security engineers will respond within 7 days. We aim to resolve the issue within 90 days, ensuring the continued safety and integrity of our products and services. For more details, please visit https://www.iroboup.com/news_blog/news/detail/roboup-bug-hunting-bounty-program


Defined Support Period


Product Security Update Support


We do our best to provide continuous security updates for our IoT products. The security updates generally include the latest security patches, security vulnerability fixes, and other security improvements. We will maintain the security updates for at least 3 years from the launch day of certain device models.

The support period will not be shortened after publication. If the defined support period is extended, we will update the lists below as soon as possible to help you check whether your device can still receive security updates.


Product List


Product Name

Type designation

Launch Date

End date of security update support

Robotic Lawn mover

T1200 Pro

2024-04-26

2027-04-25

Robotic Lawn mover

T600

2024-05-31

2027-05-30

Robotic Lawn mover

T500

2023-06-22

2026-06-21

Robotic Lawn mover

T1000 

2023-06-22

2026-06-21

Robotic Lawn mover

T1000P

2023-03-14

2026-03-13

Robotic Lawn mover

T2000P

2023-03-14

2026-03-13


Software List


Software Name

Luanch Date

End date of security update support

RoboUP    IOS

2023-03-03

2033-03-03

RoboUP    Android

2023-03-01

2033-03-01





Note: The security updates policies and devices are subject to change and will be reviewed on a regular basis.