Refund policy

1. How Returns Work

Return requests for products purchased directly through Robam flagship stores and our official website will be handled centrally by our after-sales service team. If your product was purchased through an authorized retailer, please contact that specific sales channel directly to process your return.

To apply for a return with us, please complete the online return request form. Upon receiving your request, we will process it according to the following steps:

  • Review your application and issue a Return Authorisation Form.
  • Provide a Prepaid Shipping Label (the product must remain in its original, unopened packaging).
  • Send a confirmation email once we have received and inspected the returned product.
  • Process the refund within 7–10 business days following a successful inspection.

Please retain your proof of purchase and payment records. All refunds will be credited back to the original payment account using the original payment method.

2. Returns Eligibility

A simple "change of mind" does not constitute valid grounds for a refund or exchange. You may only request a refund or exchange if the product has a Major Defect. In the event of a Minor Defect, we will prioritize arranging a repair or replacement within a reasonable timeframe.

3. Change of Mind

Unshipped Orders

  • If the order is cancelled prior to dispatch, no return fees will be charged.

Shipped or Delivered Orders

  • If the product has been delivered and remains unopened in its original condition, a return may be requested within 30 days. However, the original delivery fee and the return shipping fee will be deducted from your refund. The return shipping fee will be waived if you drop the item off at our warehouse yourself.

Opened but Unused Items

  • If the product's packaging has been opened but the item remains completely unused, free of wear and tear, and includes all original accessories, you must first deliver the item to our Mitcham Warehouse. After inspecting the product, we will determine if it is eligible for a return and refund. If approved, an additional 15% Restocking Fee will be deducted.

4. Products Damaged Upon Delivery

If your product is found to be damaged upon delivery, please observe the following:

  • You must notify us within 2 business days.
  • You may choose to return, exchange, or repair the item.

Exchange

  • No additional delivery, shipping, or service fees will be charged.
  • If there is a price difference between the replacement and the original product, the difference will either be refunded or charged to your original payment method.

Return

  • Upon confirmation that the product was damaged at the time of delivery, a full refund for the product cost will be issued.

Contact Us

If you have any questions or require assistance, please reach out to us:

  • Phone / SMS: 0452 576 226
  • Email: support@robam.com.au