Refund policy

Last updated: 3 September 2026

This Returns & Refunds Policy explains how ROBAM handles returns, exchanges and refunds for products purchased through robam.net.au or ROBAM flagship stores. It should be read together with our Shipping Policy and Privacy Policy.

If you bought your product from an authorised retailer, please contact that retailer. ROBAM can still assist with warranty and after-sales support where applicable.

1. 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.

This policy does not limit those rights. Change-of-mind returns in section 5 are offered by ROBAM in addition to your statutory rights.

2. How to request a return

For products purchased directly from ROBAM, contact us with your order number, proof of purchase, and a short description of the issue. You can reach us by email, or through our Contact Us page.

Once we receive your request, we will generally:

  • review the request and, if approved, issue a Return Authorisation;
  • provide a prepaid shipping label where the product is unopened and in its original packaging;
  • confirm by email once the returned product has been received and inspected; and
  • process any approved refund within 7–10 business days after a successful inspection.

Please keep your proof of purchase and payment records. Approved refunds are returned to the original payment method.

3. Faulty products

If your product has a fault covered by the Australian Consumer Law, we will assess whether the failure is major or minor.

  • Major failure: you may choose a refund or replacement.
  • Minor failure: we will arrange a repair or replacement within a reasonable time. If that is not possible, you may be entitled to a refund or other remedy under the Australian Consumer Law.

Restocking fees, original delivery fees and return-shipping deductions do not apply where you are exercising an Australian Consumer Law right.

4. Products damaged on delivery

If the product is damaged when it arrives, please notify us within 2 business days and keep the packaging, photos and delivery paperwork where possible. You may request a return, exchange or repair.

Exchange

  • No additional delivery, shipping or service fee will be charged for an approved exchange of a product damaged on delivery.
  • If the replacement product has a different price, we will refund or charge the difference using the original payment method.

Return

  • If we confirm that the product was damaged at the time of delivery, we will refund the product price in full.

5. Change of mind

A change of mind is not a right under the Australian Consumer Law. ROBAM may accept a change-of-mind return on the terms below. Products that have been installed, used, damaged after delivery, or are missing accessories are not eligible for a change-of-mind return.

Unshipped orders

  • If you cancel before dispatch, no return fee applies.

Delivered, unopened products

  • You may request a return within 30 days of delivery if the product is unopened and in its original condition.
  • The return-shipping cost, and any delivery fee paid, will be deducted from the refund.

Opened but unused products

  • If the packaging has been opened but the product is completely unused, free of wear, and includes all original accessories, contact us to request a return.
  • We will inspect the product to confirm whether a change-of-mind return can be accepted.
  • If approved, a 15% restocking fee will be deducted from the refund, in addition to any delivery fee that is not refundable under this section.

6. Contact us

If you have questions about a return, exchange or refund, please contact ROBAM Australia: