Service Warranty

W Network Private Limited ("W Network", "we", "us" or "our") is the official distributor of Roborock products in Singapore. This limited warranty applies to genuine Roborock products sold by W Network through Roborock Singapore or another official sales channel operated by W Network.

If you purchased from another authorised dealer or marketplace seller, that seller remains responsible for its own returns, exchanges and after-sales service. Where that seller's written policy differs from this policy, its policy will apply to the purchase, subject always to rights that cannot be excluded under Singapore law.

Warranty service is available to the original purchaser and is not transferable or assignable. This limited warranty does not restrict any rights or remedies available under the Consumer Protection (Fair Trading) Act 2003, the Sale of Goods Act 1979 or other applicable Singapore laws.

The warranty period for each Roborock product is the period stated on that product's listing, invoice, order confirmation or other written sales document. Coverage begins on the product purchase date and applies to defects in materials and workmanship arising under normal household use.

Coverage requires the product to be stored, handled, installed, operated and maintained in accordance with Roborock's instructions. Products, accessories, consumables and extended-warranty products may have different warranty periods. Applicable Singapore consumer laws continue to apply after the stated warranty period ends.

A warranty claim must include evidence of the purchase date, such as the original invoice, sales receipt or order confirmation. If the original purchase date cannot be established, we may determine the applicable period from available order, sales, serial-number or other relevant records.

This limited warranty does not cover:

• Consumable parts, including brushes, filters, mop cloths and similar wear items, unless the issue results from a defect in a non-consumable component.
• Normal wear and tear or cosmetic damage, including scratches, dents, discolouration and damaged plastic.
• Products not manufactured by Roborock, even when packaged or sold with a Roborock product.
• A product with a serial number or identification label that has been removed, altered, defaced or made unreadable.
• A product that is lost or stolen after purchase.

Coverage does not extend to damage or defects caused by:

• Misuse, collision, fire, liquid exposure, neglect, abuse, excessive stress, improper storage, incorrect installation or wiring, or an unauthorised modification or repair.
• Parts, accessories, attachments or cleaning solutions that are incompatible with the product or not approved by Roborock.
• Service performed by anyone other than Roborock or an authorised service provider.
• Use outside the instructions in Roborock manuals, quick-start guides or official support materials, including failure to perform routine maintenance.
• Extreme humidity or temperature, direct sunlight, a power surge, electrical outage, incorrect voltage or an unsuitable power supply.
• Commercial, industrial or other non-residential use unless the product is expressly designed and marketed for that purpose.
• Outdoor use unless the product is expressly designed and marketed for outdoor operation.
• Unauthorised software or firmware changes, or failure to follow a recommended software or firmware update procedure.

For a product purchased directly from Roborock Singapore or another official W Network sales channel, contact our local support team with your order details, serial number, a description of the issue and any requested photographs or video.

For a purchase from another authorised dealer or marketplace seller, contact that seller first for returns, refunds, repairs or replacement support. Our local support team is also available through WhatsApp live chat at +65 8688 1279. Service availability and charges may vary outside the normal Singapore service area.

When an eligible product fails solely because of a defect in materials or workmanship during the applicable warranty period, W Network or Roborock may, in accordance with applicable law, repair the product, replace it with a new or functionally equivalent unit, or refund the purchase price. The remedy will be determined after inspection and remains subject to the exclusions in this policy.

Repair and replacement are limited to parts and products available when service is performed. Replacement parts may be new or equivalent to new. Service is limited to the product or component that demonstrates a covered failure.

Roborock does not promise that every product function will meet every individual requirement. To the fullest extent permitted by law, Roborock, W Network and their suppliers exclude other express or implied warranties, including implied warranties of merchantability and fitness for a particular purpose. Nothing in this section excludes a right or remedy that cannot lawfully be excluded.

To the fullest extent permitted by applicable law, Roborock, W Network and their suppliers will not be liable for indirect, incidental or consequential loss arising from use of, or inability to use, a product, including loss of profit, business interruption or loss of business information. This limitation does not apply where such liability cannot lawfully be excluded or limited.

Orders placed through a third-party marketplace or authorised retail channel are also governed by that channel's transaction terms and privacy policy. Order-level requests such as cancellation, return, refund or exchange should be raised through the seller or platform used for the purchase. W Network remains available for eligible local warranty support for genuine products sold through its official Singapore channels.