ROQU Mobilite Teknolojileri San. Ve Tic.
A.Ş. - Product Return Policy
Customer
satisfaction is our top priority. If you wish to return your product, please
review the following product return policy. We kindly request that you do not
return the product to us without contacting us first.
1.
Return
Conditions
Our
return policy is only valid for our individual customers. Products purchased
from ROQU MOBILITY can be returned within 14 days from the date of delivery and
must meet the return criteria specified below. The user will be responsible for
shipping costs. Shipping costs are non-refundable. If ROQU MOBILITY is selected
for the return shipment costs, the return shipping cost will be deducted from
your refund. Only regularly priced items can be returned; unfortunately,
discounted items cannot be returned.
In
order for the product to be eligible for return, the product packaging and box
contents must be undamaged, the product must be in a new and resalable
condition, all manuals, accessories, tools, chargers, and original packaging
must be returned as delivered to the user. Returns will not be accepted for
products that do not meet these conditions. It is mandatory to send a copy of
the sales invoice with the returned product.
Since
the product contains lithium-ion batteries, it must be shipped in accordance
with all applicable regulations. Please ensure that you inform the carrier
about the batteries before shipping. If the product is not returned in unused
condition and/or if there are missing or damaged parts, accessories, packaging,
or manuals, reasonable deductions may be made from the original purchase price.
Once the returned products are received, they will be checked by a ROQU
technician to ensure that they meet the return criteria. Upon approval, refunds
will be processed within 14 days using the original payment method used for the
original purchase. In the case of unapproved returns, the buyer is responsible
for the return shipping cost.
2.
Return Process - Workflow
Within
14 days of receiving the product, you should send an email to support@roqumobility.com stating your order number and reason
for return. We will provide you with complete instructions. The shipping costs
for the returned product are covered by ROQU. Please make sure to send the
returned product via CARGO company advised by ROQU MOBILITY. The sender is
responsible for the shipping costs and any damages incurred for products sent
via different courier companies.
It
is recommended to use a secure, trackable courier service or registered and
insured mail service for the return shipment. ROQU MOBILITY cannot be held
responsible for any losses or damages that occur during the return shipment. To
return your product, please contact support@roqumobility.com. The return address and return form
will be provided to the user. The return form containing user information must
be shipped along with the returned products. A full refund can be obtained in
cases where an order has not yet been shipped. In this case, please contact support@roqumobility.com with the order number. The user will be
notified of any charges for the shipment. The user's legal rights are not
affected.
3.
Returns Due to Faulty or Damaged Products
During the
delivery of the products you have purchased, the package should be opened in
the presence of the courier company representative to check if the product has
been damaged during transportation. If the product is damaged during shipping,
it should not be accepted upon delivery, and the details of the damage along
with visual records should be documented in a report to confirm this
situation. If the product is found to be defective after being delivered to
us safely, you can apply to us for a free replacement of your product with a
report prepared by an authorized service station stating that the malfunction
did not occur due to user error. If the product is defective or causes an error
within 30 days of use (as defined by the product warranty), ROQU MOBILITY will
conduct an examination. Repair, replacement, or refund options will be
available upon presentation of valid purchase documents. In case of any issues,
please contact support@roqumobility.com with the order number specified. A
detailed description of the encountered problems, along with photos and videos
of the problematic area, if necessary, should be included. ROQU Mobility will
conduct an investigation into the error and endeavor to resolve the issue as
soon as possible. Please wait before returning the product until it is
examined. After the product examination is completed, if intervention is
necessary at the center, a return label that can be used by the user to return
the product will be arranged. The product must be returned in its original
packaging with all components, parts, and guides. If no error is found during
the examination after the product is returned, the user may be charged for the
return shipping.
4.
Defects
After the 14-Day Return Period
If
the product causes an error during use after the 14-day return period (as
defined by the product warranty), you can have it repaired under warranty upon
approval following damage assessment. To request warranty service, please email
support@roqumobility.com with the order number specified, a detailed
description of the encountered problems, and photos and videos of the error if
necessary. Purchase documents are required for all warranty claims. A ROQU
technician will assess the problem and communicate the next steps to you in
accordance with the warranty terms of the product.
IMPORTANT:
If errors or defects arise due to non-compliance with the instructions in the
user manual, mistreatment, neglect, misuse, forcing reasons, accidents, work or
commercial use, alterations, modifications, improper assembly, wear and tear,
water damage, excessive riding, use of chargers or components not provided with
the product, or improper maintenance, the warranty may become invalid.
ROQU
Mobilite Teknolojileri San. Ve Tic. A.Ş.