At i-DOO, we want customers to shop with confidence.
This policy explains our change-of-mind returns, faulty-product process, customised-product conditions and product warranty arrangements.
Nothing in this policy limits any rights or remedies available under the Australian Consumer Law.
AUSTRALIAN CONSUMER LAW
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.
You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Consumer guarantees apply in addition to any manufacturer’s warranty or voluntary warranty provided by i-DOO.
CHANGE-OF-MIND RETURNS
Eligible standard products may be returned within 14 days of delivery if the customer changes their mind.
To qualify for a change-of-mind return, the product must:
- Be unused
- Be uninstalled
- Be in its original condition
- Include all accessories, manuals and components
- Be returned in the original undamaged packaging
- Be suitable for resale
- Include valid proof of purchase
Customers are responsible for return shipping costs for approved change-of-mind returns.
Original shipping charges are not refundable unless required by applicable law.
We recommend using a tracked return service.
i-DOO reserves the right to refuse a change-of-mind return if the product has been used, damaged, installed, altered, engraved, customised or returned incomplete.
CUSTOMISED, PERSONALISED AND ENGRAVED PRODUCTS
Products that have been customised, personalised, engraved, specially packaged or produced specifically for the customer cannot be returned or exchanged simply because the customer changes their mind.
Examples include:
- Knife name engraving
- Logo engraving
- Personalised messages
- Custom packaging
- Special gift presentation
- Products modified to customer specifications
- Custom production or bulk-production orders
Customers are responsible for checking all spelling, names, logos, wording, quantities and approved customisation details before production begins.
Once customisation or production has started, the order cannot normally be cancelled or changed.
However, if a customised product:
- Arrives damaged
- Has a manufacturing defect
- Does not match the customisation details approved by the customer
- Is materially different from the agreed order
please contact us as soon as possible.
We will review the issue and provide an appropriate remedy in accordance with applicable consumer rights.
FAULTY, DAMAGED OR INCORRECT PRODUCTS
Please contact us as soon as possible if:
- The product arrives damaged
- The product is faulty
- An item is missing
- You receive the wrong product
- The product is materially different from its description
Please provide:
- Order number
- Full name and contact details
- Product name or SKU
- Clear description of the issue
- Clear photographs
- A short video showing the fault where relevant
- Photographs of the packaging where damage occurred during delivery
We may need to inspect the product or request additional information before confirming the appropriate remedy.
Depending on the circumstances and applicable consumer law, the remedy may include:
- Troubleshooting assistance
- Repair
- Replacement
- Refund
- Other appropriate resolution
WINDOW CLEANING ROBOTS AND ELECTRONIC PRODUCTS
i-DOO window cleaning robots and eligible electronic products include a 12-month limited product warranty from the date of purchase, unless a different warranty period is clearly stated on the product page.
This voluntary warranty applies in addition to rights available under the Australian Consumer Law.
The 12-month limited warranty may cover manufacturing defects affecting components such as:
- Motor operation
- Suction or adhesion system
- Sensors
- Main control system
- Power adapter
- Remote control
- Internal electrical components
The warranty process may include:
- Customer submits order details and evidence of the fault
- Remote troubleshooting and operating checks
- Product inspection where required
- Repair, replacement or another appropriate remedy
A replacement is not automatically provided before troubleshooting or inspection.
WINDOW CLEANING ROBOT WARRANTY EXCLUSIONS
The voluntary warranty does not normally cover damage caused by:
- Dropping or impact
- Failure to use the supplied safety rope or safety attachment
- Use on unsuitable, broken, cracked, curved or excessively uneven glass
- Water damage or liquid entering the machine
- Excessive use of cleaning solution
- Incorrect voltage or incompatible power equipment
- Use of non-approved accessories
- Unauthorised disassembly, modification or repair
- Failure to follow the user manual or safety instructions
- Commercial misuse outside the product’s intended specifications
- Normal wear and tear
- Consumable items such as cleaning cloths, pads or cleaning rings
- Wi-Fi, mobile-network, router, phone-operating-system or third-party App issues not caused by a product defect
These exclusions do not limit any rights available under the Australian Consumer Law.
WINDOW CLEANING ROBOT SAFETY
Customers must follow all operating and safety instructions.
The safety rope or safety attachment must be correctly installed whenever required.
The customer must supervise operation and ensure the glass surface and surrounding area are suitable and safe.
The product must not be used on broken, cracked or unsafe glass.
KNIVES, COOKWARE AND KITCHEN PRODUCTS
Manufacturing defects will be assessed in accordance with this policy and applicable consumer law.
Normal wear, misuse or damage caused by incorrect care is not considered a manufacturing defect.
Examples may include:
- Damage caused by dishwashers where hand washing is required
- Rust or staining caused by improper drying or storage
- Blade chips caused by cutting bone, frozen food or unsuitable hard materials
- Damage caused by using the knife as a lever, screwdriver or opening tool
- Damage caused by incorrect sharpening
- Damage caused by dropping or impact
- Heat damage
- Normal reduction in sharpness through use
- Normal wear to handles, coatings or finishes
Customers must follow the product care instructions provided on the product page or packaging.
RETURN AUTHORISATION
Please contact i-DOO before returning any product.
Do not send a product back without return instructions or approval.
Unauthorised returns may be delayed, refused or returned to the sender.
Where a return is approved, customers must follow the return instructions and use suitable protective packaging.
RETURN SHIPPING FOR FAULTY PRODUCTS
Where a product is confirmed to have a fault covered by applicable consumer law, i-DOO will provide an appropriate remedy and will address reasonable return-shipping arrangements as required.
If inspection shows that the product is not faulty and the issue was caused by misuse, incorrect operation, accidental damage or an excluded condition, the customer may be responsible for shipping, inspection or repair costs where permitted by law.
REFUNDS
Approved refunds will normally be returned to the original payment method.
Processing time may vary depending on the payment provider or financial institution.
Shipping charges may not be refunded for change-of-mind returns.
For faulty products, refunds and associated costs will be handled in accordance with applicable consumer rights.
PROOF OF PURCHASE
A receipt, order confirmation, invoice or other reasonable proof of purchase may be required.
CONTACT US
To request a return, report a fault or make a warranty claim, please contact us through the Contact Us page.
Please include:
- Order number
- Product name or SKU
- Description of the issue
- Photographs
- Video evidence where relevant
- Preferred contact details
Thank you for choosing i-DOO.