At DuRoBo, we are committed to providing high-quality products and reliable after-sales service. Please review the following policy to understand your coverage, exclusions, and how to request service.
All DuRoBo devices come with a one-year warranty, extended to two years for purchases made in Europe. Warranty coverage applies only to electronic components. Packaging, accessories, and consumables are excluded.
| Timeframe from Purchase |
Service Provided
|
|
Within 15 days |
Replacement of the same model or free repair for quality-related issues under normal use |
| Within 1 year (2 years in Europe) | Free repair for quality-related issues under normal use |
|
Within 3 years |
Repair service with a fee |
Within 30 days of receipt: If a device has a verified quality defect, the customer may request a return for a full refund or an exchange for a replacement. Learn more about the Returns & Refunds Policy
After 30 days: Returns and exchanges are not available. Customers may send the device for repair instead.
- The customer pays the shipping cost to send the device to our service center.
- DuRoBo will pay the shipping cost to return the device to the customer after repair.
The warranty is void under the following circumstances. Paid repair service may still be available:
- Devices not branded as or manufactured by DuRoBo
- Devices with an altered or missing serial number
- Unauthorized disassembly or repair
- Misuse, abnormal operation, or unsuitable environments (e.g., humidity, unstable voltage)
- External damage (liquid, cracks, improper plugging, insect damage)
- Software-related issues outside the DuRoBo SDK authorization
- Devices not purchased locally (warranty valid only in the country/region of purchase)
- Normal wear and tear (aging of housing, ports, accessories)
- Force majeure (fire, flood, earthquake, etc.)
- Contact support@durobo.com to confirm eligibility.
- Provide proof of purchase (invoice/receipt) and a warranty card matching the device barcode.
- For non-screen repairs, ensure the screen is intact and packed securely before shipping.
- Send only the device and required documents. Do not include accessories (stylus, cables, etc.), as DuRoBo is not responsible for their loss. Unless specifically requested by our support team, only the device should be returned.
- Back up your data before sending the device. DuRoBo is not liable for data loss.
- DuRoBo is not responsible for mechanical failures or indirect losses (e.g., business interruption, data loss) caused by software issues.
- Consumers are protected under the laws of their country of residence. For products purchased abroad, the consumer protection laws of the purchasing country apply.
*DuRoBo reserves the right to the final interpretation of this policy.
