Frequently Asked Questions

General Product Information

  • Unlocked

    Items listed as unlocked/Network unlocked are products that are compatible in use with any
    mobile carrier. All mobile phones are purchased from authorized suppliers worldwide. A
    range of mobile phone for sale on our website may include network software, settings or
    shortcuts that the service provider has preloaded on the mobile phone. This software will
    not affect the performance of the mobile phone with any other carrier and in most cases
    can be changed or switched off through the settings on your mobile phone. This software
    does not mean the mobile phone is locked. If we are advertising the phone outright
    unlocked, it will accept any compatible sim card.

  • Refurbished

    Refurbished products may be unused customer returns that are essentially "new" items, or
    they may be defective products that were returned under warranty, and resold by the
    manufacturer after repairing the defects and ensuring proper function.

  • Pre-Owned or Used

    The term used confines to electronic goods that have been lightly or heavily used by
    consumers. However, even after short-term or long-term use, these goods function
    properly.

  • Unsealed Box

    Open-box items look and feel brand new, but their packaging may sometimes show some
    wear and tear. A product being sold as an open box item will be the same level of quality as
    a brand-new item.

Warranty

  • Brand New

    24 months Australian manufacturer’s warranty to be claimed either us or the manufacturer.

  • Open Box

    12 months warranty to be claimed via us or the manufacturer.

  • Like New

    12 months warranty

  • A Grade

    6 months warranty

  • B Grade

    3 months warranty

  • All

    A customer is entitled to a full refund if a product is deemed faulty within 30 days of
    purchase. If the product is deemed faulty after the 30-day period, the customer is entitled
    to replacement or repair only. Refunds after the 30-day period will be issued on Roobotech
    decision only if repair or replacement is not possible.

Shipping and Delivery

  • How do I track my delivery order and details?

    All our orders are dispatched within 2 days after receiving clearance of payment. Following
    this, our courier partner will issue a tracking number to the customer. The tracking number
    can be used to track orders on the courier’s website.

  • What shipment and courier companies do we use to dispatch products?

    We ship Australia wide through Australia Post.

Payment

  • How do I pay?

    We recommend you use PayPal or POLi Internet Banking for payment of your orders to
    avoid any delays. We also offer the option of ZipPay in store.

  • Is my payment information safe?

    Yes. Our website operates over a securely encrypted SSL channel for fraud protection. For
    more details on how your information is kept secure, please refer to our privacy policy.

Repair and Return Policy

  • What if the purchased product is faulty?

    We offer repairs for your faulty purchased products within 10 working days. In case the
    product is deemed irreparable, we will replace your product within a reasonable timeframe.
    If we are unable to repair or replace your product within a reasonable timeframe, we will
    offer a refund.

  • What if the battery is faulty?

    Batteries are wear and tear items and hence are excluded from the warranty. However, we
    offer a 30 days warranty for batteries from the date of purchase.

  • What is the warranty period in case of repair or replacement?

    Unless otherwise agreed on or specified, the warranty period will commence on the date of
    purchase which is common practice amongst retailers.

  • What is the change of mind return policy?

    At Roobotech, we have full confidence in our products and services. That is why we offer a
    14-days change of mind guarantee on all Roobotech certified refurbished products in case
    you change your mind regarding your purchase. Change of mind return policy is only offered
    for ‘A grade’, ‘B grade’ and ‘Like New’ products

  • Which products do not qualify for the change of mind policy?

    Please take note that our 14 days change of mind return policy is only applicable to products
    that are categorized as ‘A Grade’, ‘B Grade’ and ‘Like New’. This policy does not apply to
    brand new products and accessories. Batteries are also excluded from the warranty period.

  • What is the return policy for defective devices?

    If your purchased product has a fault on arrival or has developed a fault within 14 days of
    your purchase, we will offer you repair or exchange option. To facilitate the exchange
    process, you are required to contact us immediately within 14 days of your purchase via
    email or Facebook messenger.

  • Who is responsible for the return postage?

    The buyer is responsible for the return postage. However, for high-value products, we cover
    the return postage ourselves.

  • What products come with a manufacturer warranty?

    Australian stock comes with its own manufacturer’s warranty.

Orders

  • How do I order online?

    Select the products(s) you wish to purchase on our website and click “Add to Cart”. Then,
    complete the steps in the checkout process ensuring you have entered the correct personal
    and shipping details. If you wish to collect your order on your own, make sure to select
    “Pickup from Store” as your shipping method, otherwise, your order will be dispatched to
    your delivery address within 2 working days of receiving cleared payment.

  • Can I pick up my order?

    Yes, you can pick up your purchased products from our retail store at:
    Melbourne East 9 Grey Street, St Kilda, 3182 VIC

    Make sure you bring a copy of your valid ID to our retail shop and inform our staff that you
    are looking to pick up and order.

  • Can somebody else pick up my order from the store on my behalf?

    No, unfortunately, the person picking up the order must have an ID that matches the order.

  • How long do I have to pick up my order from the store?

    It is advisable that you pick up your order within 5—6 days from the date of purchase from
    the store.

  • What If I change my mind and don’t want the product anymore?

    No problem, you can send the product back to us via courier within 7 days of purchase and
    notify our staff about your decision. You must return the product in the same packaging it
    was shipped to you. Once we have received the product and ensured there are no problems
    with it, you can either request for a refund or get a replacement for your product.

  • What if I can’t pick my order from the store anymore? Can I change to shipping?

    Yes of course. Just contact our friendly staff and they will be able to assist you.

  • My order has been shipped. How long will it take to deliver?

    Overall delivery times vary depending on the product ordered and your delivery address.
    Please refer to the product listing page or your order confirmation email for information on
    expected dispatch times.
    After your order leaves the warehouse, deliveries typically occur within:
    1-4 business days to Melbourne, Sydney, and Adelaide

    2-5 business days to Brisbane, Canberra, Geelong and Newcastle

    3-7 business days to Perth, Hobart, and Darwin

    3-7 business days to non-metro areas in VIC, NSW, and SA

    4-10 business days to non-metro areas in WA, TAS, and QLD

    7-14 business days to far north WA, far north QLD and NT

    Please note: Delays may occur during holiday and peak periods or extreme weather
    conditions.

  • My order has been dispatched. Where is it? How do I track it?

    Please refer to your order confirmation email for information on the expected dispatch
    timeframe for your order. Once your order has left the warehouse, you will receive a
    dispatch confirmation email with expected delivery times and details of the carrier
    (including the tracking number if available). If your delivery has a tracking number. You will
    be able to follow its progress into your customer account. Alternatively, you can use the
    carrier website to track your order with the tracking number.
    roobotech.com.au staff receive your order’s tracking information at the same time as you so
    please be patient receiving the dispatch confirmation email to receive these details. Please
    also check your spam and junk folders in case the email is diverted there. Also, note that
    some items may be sent via regular post which cannot be tracked online.

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