We hope you are satisfied with your ROBAE product. ROBAE will provide you with relevant services.

ROBAE Warranty Policy

1. Covered Products

This service policy applies only to ROBAE wearable devices and bundled accessories sold through official channels in Chinese Mainland. For products sold by third-party platforms authorized by Shiji Technology Co., Ltd., please contact the distributor for return and exchange services.

Branded limited-edition goods and custom products are protected under the ROBAE Exceptional Product Protection Clause (see ROBAE Return Policy for details) and are not eligible for warranty service. If the delivered product has material defects attributable to the brand, you may immediately request return or exchange.

2. Warranty Service for Wearable Products

Consumers may obtain professional inspection and repair services at any ROBAE authorized service center worldwide.

1. Free Repair & Replacement Policy

• 7-day no-reason return; 7-day return for quality defects; free product exchange within 1 year for quality issues (custom products receive free repair within 1 year for quality defects).

• If a functional failure occurs more than 12 calendar months after the day following user receipt, ROBAE after-sales service center will verify the fault and process a product replacement.

• You may submit after-sales requests via the ROBAE store or online customer service hotline. Products must be mailed to the repair center for acceptance. (Each user is limited to two product replacements.)

• For custom products: If a functional failure occurs more than 12 calendar months after the day following user receipt, ROBAE after-sales service center will verify the fault and arrange repair service.

2. Accepted Warranty Proofs You may present the following warranty documents to receive warranty service at ROBAE authorized service centers:

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If the consumer loses the invoice and product warranty card, and cannot produce valid evidence such as invoice stubs or copies thereof, the warranty start date shall be calculated as 90 days after the production date shown on the main unit SN serial number.

3. Non-Warranty Exclusions The following situations are not covered by warranty:

4. Missing warranty card / invoice, or inconsistent information between warranty card and invoice;

5. Intentional damage or tampering of warranty card or product information, including blurring, tearing, alteration, etc.;

6. Expired warranty period.

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3. Repair Quality Commitment

1. Where full unit replacement (including accessories) is performed within warranty coverage, the replacement unit restarts the warranty period in accordance with China’s Three Guarantees regulations.

2. Parts or accessories replaced under warranty retain the remaining warranty period of the host unit or carry a limited 90-day warranty, whichever is longer.

3. Parts or accessories replaced during out-of-warranty repair carry a limited 90-day warranty.

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4. Guidelines for Return, Exchange & Repair Submission

Before submitting return, exchange or repair requests, please verify you have prepared all required items below:

Please back up your personal data before sending in your product for repair. Repair operations may result in data loss. Shiji Technology (Beijing) Co., Ltd. protects your personal privacy but assumes no liability for damage or loss of personal data during repair.

Products submitted for repair will undergo professional inspection by a ROBAE authorized service center. After fault confirmation, the service center will determine the corresponding repair solution. Within the Three Guarantees validity period for in-warranty products, consumers enjoy the rights to repair, replacement and return as stipulated herein. If replacement is adopted, the defective removed parts become the property of ROBAE. Products verified fault-free will be returned as received.

If charges apply because the product fails warranty eligibility, the ROBAE authorized service center will collect repair fees from the consumer and issue a repair report.

5. Special Statement

The above terms apply to terminal products of ROBAE sold in globally released regions. ROBAE assumes no liability for any additional promises made by sellers that are not authorized by ROBAE.

To help you understand logistics, delivery timelines and receipt rules for your order and deliver an optimal ROBAE shopping experience: orders placed via robaes.com or ROBAE official App enjoy free shipping and 7-day no-reason free return & exchange service.

ROBAE Exchange Policy

Products for exchange must satisfy the 7-day no-reason return criteria: retained original condition and resale eligibility. Three requirements apply:

1. Product intact: no scratches, abrasion, dents, usage marks or disassembly traces; retains original quality and functionality.

2. Original outer packaging intact. Outer packaging refers to the manufacturer’s original packaging (excluding secondary cartons or paper bags added by ROBAE or logistics carriers).

3. All bundled accessories and attachments must be fully included.

Please note:

• Exchange availability depends on inventory. If your returned product complies with ROBAE Return Policy, your request may be processed as a return instead.

• If goods received at our warehouse fail to meet the above requirements, we reserve the right to reject your exchange application. The consumer shall bear the related shipping costs.

• Custom and limited-edition products are not eligible for exchange except for quality defects. See ROBAE Return Policy for return conditions.

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FAQ

1. Can I exchange my product if it has quality defects? Please contact customer service team to process exchange requests for quality-related issues.

2. I have already exchanged once. Can I exchange again? We currently support one exchange per order.

3. What if the product price changes during exchange?

• If the displayed price is lower than your original purchase price at the time of exchange: you may return the item and repurchase at the new price.

• If the displayed price is higher than your original purchase price at the time of exchange: we honor your original purchase price.

4. Who bears shipping fees for exchange? You shall bear exchange shipping costs, except for exchanges caused by product quality defects.

5. Why is my order logistics status not updating? Do not worry if tracking status does not refresh immediately. Carriers may take up to 48 hours to update logistics information; please check again after this period.

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ROBAE Return Policy

1. No-Reason Return

For purchases made via ROBAE online channels (robaes.com, ROBAE App), you may apply for a 7-day no-reason return if the product remains in original purchased condition and qualifies for resale. The calculation rule: For online ROBAE purchases, the 7-day window starts on the day after you receive and sign for the goods.

You must return goods through your original purchase channel. Return applications submitted after the 7-day window cannot be accepted (except defective goods caused by quality issues). Custom products are not eligible for 7-day no-reason return; custom goods without quality defects cannot be returned. Refer to individual product page details.

Important: Restrictions on no-reason return A. Conditions for valid no-reason return: the returned product must retain original condition and resale eligibility:

1. Product intact: no scratches, abrasion, dents, usage marks or disassembly traces; retains original quality and functionality.

2. Original outer packaging intact.

3. All bundled accessories and attachments must be fully included.

B. For online purchases: if returned goods fail to satisfy above requirements, we reserve the right to reject your return application. The consumer shall bear related shipping costs.

C. Custom and limited-edition products are excluded from 7-day no-reason return. You may only return custom / limited-edition ROBAE goods if they arrive defective or inconsistent with your order. See defective product return requirements.

2. Defective Product Return

You may request return for defective goods subject to the following rules:

• Within 12 months after receipt: returns are accepted for non-human-caused quality failures of electronic components. Return applications for electronic component defects submitted after 12 months cannot be processed.

• Within 12 months after receipt: returns are accepted for non-human-caused quality failures of other components.

• If the delivered product has material defects attributable to the brand, return is available.

3. Non-Returnable Circumstances

1. Damage caused by unauthorized disassembly, repair or other intentional human damage;

2. Damage caused by improper use;

3. Missing valid sales proof or invoice;

4. Products not sold by ROBAE;

5. Custom and limited-edition products (except quality defects);

6. Other circumstances exempted from warranty liability under applicable laws and regulations;

7. Other goods confirmed non-returnable at checkout per product nature, or non-returnable under law.

• Please securely keep your account and order information and do not disclose it to third parties.

4. Exceptional Product Protection Clause

The right to no-reason return does not apply to orders for the following categories: (i) Personal or group custom products: e.g., items engraved with customer initials, private custom goods, special group-order custom merchandise. (ii) Products unsuitable for return/exchange by nature (e.g., opened limited gift box sets), or items unsuitable for return for hygiene or material reasons (e.g., fingerprint-prone mirror surfaces, wearable personal items, jewelry). (iii) Any other products notified as non-returnable to you at order submission.

ROBAE Logistics

1. Delivery & Timelines

• Shipment: Normally dispatched within 1–2 business days after payment confirmation. Global direct shipping will take longer due to customs and international courier lead times (custom products excluded).

• Delivery: Same-region delivery estimate: 3–6 days; international delivery estimate:15–30 days. Actual delivery depends on real-time logistics tracking.

• Notifications: After order payment, you will receive SMS alerts for order creation, shipment and delivery.

Most custom products have an estimated lead time of 1–3 months after order placement. Please check the estimated delivery date on your order page. Final arrival time depends on actual receipt. Custom orders require extended production lead time; you will receive SMS updates on custom progress before shipment. You will also get SMS tracking alerts once delivery starts. Please save your order number and SMS notifications. Contact official customer service for order inquiries.

Important Reminders:

• If your delivery address is a workplace, delivery on weekends and statutory holidays will be postponed.

• The above timelines may not apply to pre-sale items, custom goods, special products or special circumstances. Refer to product/service pages and ROBAE announcements.

• Our official App does not support manual courier selection for the time being; we apologize for the inconvenience.

• Shipment may be slightly delayed during large-scale promotions. If your package has shipped but is overdue, please wait patiently or contact the logistics provider. Due to inherent logistics uncertainties, we cannot guarantee exact arrival times for standard shipments.

• Delays may arise from warehouse stocktaking, holidays, weather, labor shortages, government regulations or restrictions. We will issue public notices in advance for such events.

• Remote delivery locations feature longer transit times. You may check latest shipment status on the courier’s official website or contact our customer service.

• We will urge carriers to deliver within estimated timelines. If the carrier fails to deliver on schedule, you may choose to extend delivery waiting time or cancel your order for a full refund of paid amount. No additional compensation will be provided beyond this.

• Orders with buyer comments will undergo manual review by customer service after full payment. Order comments may therefore delay normal shipment.

• Incorrect or incomplete delivery address information will cause delivery failure or delay.

• Couriers attempt doorstep delivery. If you cannot be reached, parcels held at courier stations for a set period will be returned to our warehouse. Re-delivery or re-forwarding will no longer be available after return.

Services we do not currently offer:

• Delivery scheduled to a specific date or time slot

• Address modification after order submission

• Delivery to Hong Kong, Macao, Taiwan and overseas countries/regions

Potential factors delaying shipment & delivery:

• Buyer order comments: Customer service reviews notes after full payment and may contact you for verification. Comments may delay shipment.

• Incorrect or incomplete buyer address causing delivery failure or delay.

• Out-of-stock orders: Customer service will promptly contact you to process cancellation and refund.

2. Receipt & Inspection

Inspection Guidance

• When receiving, please verify quantity (including gifts), style, color, product condition, accessories and packaging with the courier in person. Sign for the package only after confirmation. If you find missing items, wrong goods, damaged products/accessories or packaging defects, please refuse acceptance and contact customer service immediately for handling.

Inspection Notes

• Signature on the courier slip confirms you accept the quantity, item matching and undamaged condition of products, accessories and packaging. If the recipient is not yourself, you shall bear all legal consequences arising from the recipient’s actions.

• You acknowledge and agree that front desk staff, colleagues, property management, security guards, neighbors or relatives at your delivery address may receive packages on your behalf. If you require personal-only receipt, please state this in your shipping address and proactively instruct the courier to hand over the package only to you.

• If the recipient refuses delivery without valid reason, you shall bear the shipping cost.

FAQ

Why did I only receive part of my order? Orders containing multiple items may be shipped separately. Please wait patiently. You will normally receive an SMS notification once your goods are dispatched, then you can log in to your account via the ROBAE App to check details.

How to request a ROBAE order refund?

1. Refund cycle for cancelled orders

After you successfully cancel your order on robaes.com or ROBAE e-commerce App, refunds will normally be returned to your original payment account within 24 hours.

2. Refund cycle for returned orders

Once you submit a return application on robaes.com or ROBAE e-commerce App and send the package to the designated return address, ROBAE will conduct quality inspection after receiving your returned parcel. If the returned goods meet the requirements of ROBAE Return Policy, we will process your refund immediately.

1. Refund Timeline

• For third-party payment platforms, subject to platform rules: generally 0–7 business days. Refund amount covers only product price. If the return is caused by wrong delivered items or in-transit damage to goods, and you paid shipping fee for this order at checkout, you may contact us for assistance.

Please note: refunds involve system interactions between multiple computer systems and may be subject to delays, we appreciate your understanding.

2. Refund Route

• Orders paid online will be refunded via the original payment method.