Refund policy

ROBAM Australia understands that customers may occasionally change their minds after purchasing a product. Our Change of Mind Return Policy provides customers with the opportunity to request a return or exchange, subject to the conditions outlined below.

This policy applies to change-of-mind returns and exchanges only. It does not limit, exclude or replace any rights or remedies available to consumers under the Australian Consumer Law (ACL).

1. Change of Mind Returns Within 14 Days

Customers may request a return or exchange within 14 calendar days of the delivery date, provided that all of the following conditions are met:

  • The product is completely unopened and unused.

  • The product has not been installed or connected.

  • The product remains in its original packaging and condition.

  • All original accessories, components, manuals and packaging materials are included.

Approved returns or exchanges meeting these conditions may incur a Processing Fee of between 0% and 3% of the total value of the returned products, depending on the circumstances of the return, including the product type, order value, and the handling and administrative costs involved.

Any applicable Processing Fee will be assessed on a case-by-case basis and communicated to the customer for agreement before the return is arranged.

Please note that return transportation, collection and associated costs remain the responsibility of the customer.

2. Change of Mind Returns After 14 Days

For change-of-mind return or exchange requests made more than 14 calendar days after delivery, ROBAM reserves the right to decline the request.

However, ROBAM may, at its discretion, consider accepting a return or exchange based on the condition of the product and the circumstances of the request.

If ROBAM agrees to accept the return, the applicable conditions and any Processing Fee will be communicated to the customer and agreed upon before the return is arranged.

3. Opened but Unused Products

If the product packaging has been opened but the product itself remains completely unused and uninstalled, ROBAM may, at its discretion, consider accepting the return.

The following conditions must be met:

  • The product must be in good condition, with no damage or signs of use.

  • All original accessories, components and manuals must be included.

  • The product must be returned with its original packaging, where reasonably available.

If the return is approved, a Processing Fee of up to 30% of the total value of the returned products may apply, depending on the inspection, handling, repackaging and other reasonable costs associated with processing the return.

4. Installed Products

If a product has already been installed, ROBAM may, at its discretion, consider accepting the return. Acceptance is not guaranteed for change-of-mind requests.

Depending on the product's condition, installation status, signs of use, and reasonable costs associated with inspection, handling, refurbishment and repackaging, a Processing Fee of between 20% and 60% of the total value of the returned products may apply.

Any applicable Processing Fee and its basis of calculation will be assessed on a case-by-case basis and communicated to the customer for agreement before the return is arranged.

5. Return Request, Inspection and Approval

Customers must contact ROBAM to request a return or exchange before sending or arranging the collection of any products.

All change-of-mind return requests are subject to ROBAM's assessment and approval.

Once a return has been approved, the customer must arrange and complete the return within 10 business days of receiving ROBAM's written approval, unless otherwise agreed in writing.

Returned products may be inspected by ROBAM to verify their condition and eligibility under this policy.

ROBAM reserves the right to decline a change-of-mind return if the product does not meet the applicable conditions or if the return request has not been approved.

6. Return Transportation Costs

For approved change-of-mind returns or exchanges:

  • All return transportation, collection and associated costs are the responsibility of the customer.

  • This applies to returns requested both within and after the first 14 days of delivery.

  • Customers may arrange their own return transportation or coordinate a collection service with ROBAM, subject to any applicable charges being agreed upon in advance.

Any Processing Fee applicable to returns within the first 14 days is separate from return transportation and collection costs, which are not included and remain payable by the customer.

This section does not apply where ROBAM is legally required to cover return transportation or collection costs under the Australian Consumer Law.

7. Refunds

For approved change-of-mind returns, any applicable Processing Fee and other agreed charges will be deducted from the refund amount.

Refunds will be processed after ROBAM has received and inspected the returned products and confirmed that the applicable return conditions have been met.

Approved refunds will be issued by bank transfer to the bank account nominated by the customer.

8. Order Cancellations Before Delivery

Customers wishing to cancel an order before the products have been dispatched should contact ROBAM as soon as possible.

Cancellation requests will be assessed based on the order and delivery status. Any applicable cancellation arrangements will be communicated to the customer before being processed.

Nothing in this section limits any rights or remedies available under the Australian Consumer Law.

Any fees relating to alternative payment methods or payment services, where legally permitted, will be clearly disclosed to the customer before payment is made.

All payment-related fees will be applied in accordance with the Australian Consumer Law and applicable payment regulations.