Has your vacuum cleaner broken down and needs service?

Our technicians are ready to help quickly so that you do not miss your robotic helper at home for a long time.
Authorized warranty service is provided exclusively by Robzone, Prague 10, Czech Republic. Therefore, when entering a service request, be very careful where you send your robot. We take no responsibility or guarantee for the work of other providers.

Goods are subject to a 2-year warranty to defective performance
When purchasing with VAT (for a company), a period of 1 year is provided for the exercise of rights due to defective performance.
In the case of the battery, a lifetime warranty of six months is provided.

We do not provide a paid extension of the warranty period.

If you purchased the robot more than 2 years ago (1 year when purchasing with an ID number), continue here .

In the event of a claim or warranty repair

We recommend filling in first claim form , which you can send online immediately after filling it out by pressing the button "Enter a request". After submitting the form online, please print, sign and attach it to the claimed goods. Clean the vacuum cleaner, empty the dustbin, make sure that the main switch on the side of the robot is turned off, and pack it carefully so that it cannot be damaged during transport. If you purchased the vacuum cleaner with "professional equipment", it is not necessary to attach the case with accessories to the claimed goods.
From 1/1/2021, the weight of the shipment must not exceed 10 kg, the sum of all three sides of the shipment must not exceed 150 cm, and the length of one side must not be longer than 120 cm.

If you need assistance with filling out the complaint form, call +420 226 225 030 /SK (Mon-Fri 9:00 a.m. - 4:00 p.m.), +40 312 521 222 / RO where we will be happy to help you.

Take advantage of the easy transfer to the service center with FREE shipping

We have provided you with a convenient service for delivering your vacuum cleaner to the claim center, which is free of charge for you. Just hand over the goods to one of the branches Packeta.sk or Packeta.ro.

After filling complaint form and after sending it online, we will immediately send you a delivery label by email. Please place it on your package and bring it to the delivery branch Packeta.sk or Packeta.ro closest to you. Without a delivery label, the package cannot be delivered. Please note that delivery to us may take up to 10 days.

Free delivery by Packeta is only intended for warranty repairs, in the case of post-warranty repairs, the customer provides the transport to the service center himself.

Or you can use our shipping label and get a discount on postage. In this case, the discounted shipping costs of 7,14 Euro will be deducted from the repair price.

Don't you have a Packeta branch near you? Never mind.

Send the vacuum cleaner for a claim by post or regular carrier to the address: Robzone Europe s.r.o., Prumyslova 1472/11, 102 00 Prague 15, Czech Republic. Please enter the phone number for the carrier: +420 777 777 866.

The shipment must be sent directly to the Robzone address. Due to capacity reasons, it is not possible for us to pick up shipments at the carriers' branches. Such shipments will be automatically returned to the sender. Thank you for your understanding.

How to prepare the vacuum cleaner for shipment?

Thoroughly clean the robotic vacuum cleaner and empty the waste container and turn it off with the main switch.

Please do not send mops intended for wiping to the service center. They are not needed to complete repairs.

If you are sending a robot with an automatic cleaning station for service, pour out the water from the water tanks, wash and dry the tanks thoroughly, and then leave them open to dry for at least 24 hours. Also thoroughly dry the sponge placed in the clean water tank.

Then pack the robot thoroughly in the shipping container.

If the robot, mops or station are not absolutely dry before shipping, you risk residual water entering the electronic parts of the station and robot during transport and handling, the formation of mould and subsequent fatal damage. In the event that insufficient cleaning of the robot and accessories is found after taking over to the service center, a cleaning fee may be charged by the service center.

Do you need to buy some accessories for your vacuum cleaner?

Our service center does not offer direct sales of accessories. Therefore, please contact us directly with your order or use the online order in the e-shop in the "Accessories" section here .

RobZone Europe, s.r.o. consumer claim procedure

with registered office Průmyslova 1472/11, 102 00 Prague 15 - Hostivař, Czech Republic (hereinafter referred to as the "seller")

online store: www.robzone.com
email: reklamace@robzone.cz, service@robzone.com, reclamatii@robzone.ro

View and fill out the complaint and repair form here: complaint form

The purpose of this complaints procedure is to adjust the rights and obligations between the seller on the one hand and the buyer, with the exception of an entrepreneur, for whom it is clear from the circumstances at the time of concluding the contract that the purchase relates to his business activity.

I. Rights from defective performance

1. The goods are subject to a period of two years for exercising rights due to defective performance, in the case of batteries, the lifespan is six months. At this time, the buyer is entitled to claim product defects from the seller, in accordance with the General Terms and Conditions, relevant legal regulations and under the following conditions set out in these regulations.

2. The seller is not responsible for damages caused to the goods as a result of incorrect installation or use or combining the use of the goods with other goods, if there is a violation of the instructions or installation instructions given by the manufacturer of the goods or the seller, or if the goods are used in such a way that contradicts the nature and purposes of using the goods.

3. Rights from defective performance also cannot be exercised in cases where the goods were mechanically damaged after they were taken over by the buyer, or if it is wear and tear caused by the usual use of the thing, or if this results from the nature of the thing, or if the goods were damaged by voltage fluctuations in the electrical network, in which it was operated, or if the goods were used in violation of the conditions of its use in the documentation, especially if they were excessively overloaded or adjusted by the buyer for greater performance than the goods are designed for as a standard. Rights from defective performance also do not apply to product defects that arise from unprofessional intervention in the product. The removal or violation of the original security and seal marks may be considered as evidence of tampering with the goods.

II. Notification of defects and complaints

1. Upon discovery of a defect, the buyer shall notify the seller of the defect. The moment of making a claim is considered the moment when the buyer informs the seller that the object of purchase is defective in his opinion and that he is exercising his right from defective performance and in what manner.

The moment when the seller received the claimed goods from the buyer is considered to be the beginning of the 30-day period for processing the complaint.

We recommend filling out the complaint form on the seller's website. The buyer prints the claim form and attaches it to the claimed goods.

Or hand over the goods at one of the delivery points of the transport company Packeta, which will ensure the delivery of the claimed goods to the seller free of charge. You can find the current list of Packeta delivery points here . In the event that the buyer chooses delivery of the goods for a claim via the Post Office, it is advisable to mark the shipment with a delivery label at the same time as the claim number, which will be sent to him by the seller to the specified email address.

2. The buyer is obliged to adapt the goods to the transport chosen during the claim, i.e. in particular to provide the goods with protective packaging so that there is no damage during transport. The goods must be delivered complete so that the claimed defect can be assessed. It is recommended to include all written documentation and accessories, a warranty card and proof of payment for the goods (invoice) with the claimed goods. The buyer should clean the goods sufficiently before shipping, otherwise the goods will be cleaned by the seller at the buyer's expense.

We advise customers to keep the original box of the vacuum cleaner throughout the warranty period. It is the most suitable transport package in case it is necessary to send the vacuum cleaner to the warranty service.

3. Subsequently, the complaint will be assessed, a decision will be made about its justification and a complaint protocol will be drawn up, which will contain a description of the defect and the method of handling the complaint. If the claim is rejected due to unfoundedness, this fact will be stated in the claim protocol, and this fact will be notified to the buyer without undue delay, but no later than within 30 days from the date of application of the goods claim.

4. The deadline for processing a complaint is 30 days. If the last day of this period falls on a public holiday, Saturday or Sunday, in that case the last day of the period is the next working day. If this period is not observed, the buyer has the same rights as in the event of a material breach of contract pursuant to Section 2106 of Act No. 89/2012 Coll. According to §2161, paragraph 5 of the NOZ, the following applies: If a defect becomes apparent within one year of receipt, it is considered that the item was already defective upon receipt, unless the nature of the item or the defect precludes this. This period does not run for the period during which the buyer cannot use the item, if he has justly complained about the defect. Pursuant to § 2165 § 4 NOZ If the buyer complains to the seller justifiably, the period according to § 2165 § 2165 NOZ does not run for the period during which the buyer cannot use the item.

5. The goods will be sent to the address specified by the customer within the period for handling the complaint, or, if this address is not specified, it will be sent to the delivery address specified when ordering the goods. If the buyer does not take over the goods at the address indicated in the complaint protocol or at the delivery address, the seller is entitled to compensation for damages, in particular the costs of repeated transport of the goods and the storage fee determined according to applicable regulations. In the event that the buyer has a right from defective performance according to §1924 oz, he is entitled to compensation for the costs purposefully incurred in exercising this right. However, if the buyer does not exercise this right to compensation within one month after the expiry of the period in which it is necessary to point out the defect, the court will not grant the right if the alienator objects that the right to compensation was not exercised in time.

III. Quality upon receipt

1. The seller is responsible to the buyer for the fact that the item being sold has no defects when the buyer takes it over.

In particular, that the goods at the time of acceptance by the buyer:
a) the item has the properties agreed upon by the parties, and in the absence of an agreement, such properties that the seller or manufacturer described or that the buyer expected with regard to the nature of the goods and on the basis of the advertising carried out by them,
b) the item is suitable for the purpose that the seller states for its use or for which the item of this type is usually used,
c) the item corresponds in quality or design to the contracted sample or model, if the quality or design was determined according to the contracted sample or model,
d) is the thing in the corresponding quantity, measure or weight and
e) the matter complies with the requirements of legal regulations.

If a defect becomes apparent within six months of receipt, it is considered that the item was already defective upon receipt.

2. In the event that the goods do not have the quality at the time of acceptance and for a period of 24 months from the date of acceptance of the goods in accordance with § 2161 of Act No. 89/2012 Coll., the buyer has the rights regulated in § 2169 of Act No. 89/20123 Sb., that is:

If the thing does not have the characteristics specified in § 2161, the buyer can also demand the delivery of a new thing without defects, if this is not unreasonable due to the nature of the defect, but if the defect concerns only a part of the thing, the buyer can only demand the replacement of the part; if this is not possible, he can withdraw from the contract. However, if this is disproportionate due to the nature of the defect, especially if the defect can be removed without undue delay, the buyer has the right to remove the defect free of charge.
The buyer has the right to deliver a new item or replace a part even in the case of a removable defect, if the item cannot be used properly due to the repeated occurrence of the defect after repair or due to a larger number of defects. In such a case, the buyer has the right to withdraw from the contract.
If the buyer does not withdraw from the contract or if he does not exercise the right to deliver a new item without defects, to replace a part of it or to repair the item, he can demand a reasonable discount. The buyer has the right to a reasonable discount even if the seller cannot deliver a new item without defects, replace its part or repair the item, as well as if the seller does not remedy the situation in a reasonable time or if the remedy would cause significant difficulties for the consumer.
In the event that a consumer dispute arises between us and the buyer arising from a purchase contract or a contract for the provision of services that cannot be resolved by mutual agreement, the consumer can submit a proposal for an out-of-court settlement of such a dispute to the designated entity for the out-of-court settlement of consumer disputes, which is: Česká obchodní inspection, Central Inspectorate - ADR Department, Štěpánská 44, 110 00, Prague 1, Email:adr@coi.cz, Web: adr.coi.cz, Online Dispute Resolution Platform of the European Commission: http.//ec.europa.eu /consumers/odr/

RobZone Europe s.r.o. complaint procedure for legal entities purchasing for the purpose of their business activity.

The purpose of this complaints procedure is to regulate the rights and obligations between the seller on the one hand and the buyer, who is an entrepreneur, for whom it is clear from the circumstances when concluding the contract that the purchase relates to his business activity.

AND.

1. The seller is responsible for the fact that the item has no defects at the time of acceptance. Contractual liability for defects is agreed for a duration of 1 year.
At this time, the buyer is entitled to claim product defects from the seller, in accordance with the General Terms and Conditions, relevant legal regulations and under the following conditions set out in these regulations.

3. Rights from defective performance also cannot be exercised in cases where the goods were mechanically damaged after they were taken over by the buyer or it is a case of wear and tear caused by the usual use of the thing or if this results from the nature of the thing or if the goods were damaged by voltage fluctuations in the electrical network, in which has been operated or if the goods have been used contrary to the conditions of their use in the documentation, especially if they have been excessively overloaded or modified by the buyer for a greater performance than that for which the goods are designed as a standard. they arise from unprofessional intervention in the goods. The removal or violation of the original security and seal marks may be considered as evidence of tampering with the goods.

II. Notification of defects and complaints

1. Upon discovery of a defect, the buyer shall notify the seller of the defect without undue delay. The moment when the seller receives the claimed goods from the buyer is considered to be the moment of application of the complaint.

We recommend filling out the complaint form on the seller's website. The buyer prints the claim form and attaches it to the claimed goods.

On the basis of filling out the complaint form on the seller's website or on the basis of a delivered complaint, the buyer will be sent a repair registration number to the indicated email address, and with this number the consumer is recommended to visibly mark the shipment with the claimed goods, if he has not already sent it, to the address of RobZone Europe s.r.o. Průmyslova 1472/11, 102 00 Prague 15 - Hostivař, telephone +420 226 225 030. Or hand over the goods at one of the delivery points of the transport company Packeta, which will ensure the delivery of the claimed goods to the seller free of charge. You can find the current list of Packeta delivery points here . In the event that the buyer chooses delivery of the goods for a claim via the Post Office, it is advisable to mark the shipment with a delivery label at the same time as the claim number, which will be sent to him by the seller to the specified email address.

3. Subsequently, the complaint will be assessed, a decision will be made about its justification and a complaint protocol will be drawn up, which will contain a description of the defect and the method of handling the complaint. If the claim is rejected due to unfoundedness, this fact will be stated in the claim protocol, and this fact will be notified to the buyer without undue delay, but no later than within 30 days from the date of application of the goods claim.

4. The deadline for handling complaints is 60 days. If the last day of this period falls on a public holiday, Saturday or Sunday, in that case the last day of the period is the next working day. If this deadline is not observed, the buyer has the right, as in the case of a material breach of contract, pursuant to Section 2106 of Act No. 89/2012 Coll. According to §2161, paragraph 5 of the NOZ, the following applies: If a defect becomes apparent within one year of receipt, it is considered that the item was already defective upon receipt, unless the nature of the item or the defect precludes this. This period does not run for the period during which the buyer cannot use the item, if he has justly complained about the defect. Pursuant to § 2165 § 4 NOZ If the buyer complains to the seller justifiably, the period according to § 2165 § 2165 NOZ does not run for the period during which the buyer cannot use the item.

III.

In the event of a defect occurring within one year from the date of acceptance of the goods, the buyer has rights according to Section 2169 of Act No. 89/2012, i.e.:

If the thing does not have the characteristics specified in § 2161, the buyer can also demand the delivery of a new thing without defects, if this is not unreasonable due to the nature of the defect, but if the defect concerns only a part of the thing, the buyer can only demand the replacement of the part; if this is not possible, he can withdraw from the contract. However, if this is disproportionate due to the nature of the defect, especially if the defect can be removed without undue delay, the buyer has the right to remove the defect free of charge.
The buyer has the right to deliver a new item or replace a part even in the case of a removable defect, if the item cannot be used properly due to the repeated occurrence of the defect after repair or due to a larger number of defects. In such a case, the buyer has the right to withdraw from the contract.
If the buyer does not withdraw from the contract or if he does not exercise the right to deliver a new item without defects, to replace a part of it or to repair the item, he can demand a reasonable discount. The buyer has the right to a reasonable discount even if the seller cannot deliver a new item without defects, replace its part or repair the item, as well as if the seller does not remedy the situation in a reasonable time or if the remedy would cause significant difficulties for the consumer.
In the event that a consumer dispute arises between us and the buyer arising from a purchase contract or a contract for the provision of services, which cannot be resolved by mutual agreement, the consumer can submit a proposal for an out-of-court settlement of such dispute to the designated entity for out-of-court settlement of consumer disputes, which is: Česká obchodní inspection, Central Inspectorate - ADR Department, Štěpánská 44, 110 00, Prague 1, Email: adr@coi.cz , Web: adr.coi.cz , Online dispute resolution platform of the European Commission: https://ec.europa.eu /consumers/odr/

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