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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.

  1. 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.

  1. 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 . 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.

 

  1. 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.

Kind regards,

ROQU Mobilite Teknolojileri San. Ve Tic. A.Ş.

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