Privacy Policy
At We Luv Robots, we are committed to protecting your privacy and handling your personal information responsibly. This privacy policy explains how we collect, use, and safeguard your information.
Information We Collect
We may collect the following types of personal information:
- Name, address, phone number, and email address
- Payment details for purchases or repairs
- Information about your vacuum cleaner and repair history
How We Use Your Information
We use your personal information to:
- Provide vacuum repair services and sell our products
- Process payments and fulfil orders
- Communicate with you about repairs, orders, and promotions
- Improve our products and services
Information Sharing
We do not sell or rent your personal information to third parties. We may share information with:
- OEM supplier, as an official retailer and repairer
- Service providers who assist with our business operations
- Government agencies when required by law
Data Security
We implement reasonable security measures to protect your personal information from unauthorized access, disclosure, or misuse.
Your Rights
You have the right to access, correct, or delete your personal information. To exercise these rights, please contact us using the details below.
Changes to This Policy
We may update this privacy policy from time to time. The latest version will always be available on our website.
Contact Us
If you have any questions about this privacy policy, please contact us via our contact page.
Returns Policy Terms & Conditions
This policy outlines the circumstances in which goods or services (“Goods”) supplied by We Luv Robots (“We Luv Robots”) to a customer (“you”) will be accepted for return.
Australian Consumer Law
The sale of Goods by We Luv Robots will be subject to certain laws, including, but not limited to, the Australian Consumer Law (“ACL”). Goods come with guarantees that cannot be excluded under the ACL. 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 they fail to meet acceptable quality standards, and the failure does not amount to a major failure.
This policy is in addition to any rights you have at law, including under the ACL, which is Schedule 2 of the Competition and Consumer Act, 2010 (“Act”).
Assessment of goods for return.
We Luv Robots reserves the right to assess the eligibility of Goods for return (including the condition and age of the goods) BEFORE accepting them as returned. All Goods which a customer wants assessed for return must be:
- Accompanied by proof of purchase from We Luv Robots, either by providing a receipt or other proof of transaction; and
- Unmarked and complete with all instruction books and accessories such as remotes, controllers, power cords, batteries, chargers, connectivity cables, and any other out-of-box accessories supplied at the time of purchase.
Please note that it may be necessary for the manufacturer of the Goods to inspect them to assess eligibility for return. We Luv Robots will strive to procure such assessment within a reasonable time.
While Goods are being assessed, We Luv Robots will not be deemed to have accepted the Goods for return.
When goods will be accepted for return.
Except where required under the ACL or other applicable consumer protection laws or regulations, We Luv Robots will accept Goods for return in accordance with this Returns Policy and only after assessment, where the Goods are returned in compliance with points 1 and 2 above and:
- Fail to meet a consumer guarantee under the ACL;
- Are subject to any express warranty provided by:
- We Luv Robots; or
- The manufacturer of the Goods;
- And the Goods are returned in accordance with the terms of that warranty; or
- The customer changes their mind within 14 days, provided:
- Goods are unopened, unused, and still in new, saleable condition;
- Any postage fees for Goods purchased online are deducted from the refund;
- Special Order items (including, but not limited to, all Agency Products and Items procured from a third party by special order) are excluded; and
- If We Luv Robots elects to accept opened Goods at its discretion, a 20% restocking fee may apply.
What happens when goods are returned and accepted?
Subject to any legal obligations to the contrary, when We Luv Robots accepts Goods for return:
- For a failure to comply with a consumer guarantee which is not a “major failure,” We Luv Robots may either:
- Have the Goods repaired or provide an identical replacement; or
- Provide a refund of the amount paid for the Goods, within a reasonable time.
- For
a failure to comply with a consumer guarantee which cannot be remedied
or a “major failure” (as defined in the ACL), you may either:
- Reject the Goods and choose a refund, identical replacement, or one of the same type and similar value (if reasonably available);
- Keep the Goods and receive compensation for any reduction in value caused by the failure; or
- Agree with We Luv Robots to have the Goods repaired.
- Under an express warranty, We Luv Robots may either repair or replace the Goods or offer a refund in accordance with the warranty terms.
A “major failure” is broadly defined in the ACL as a situation where a reasonable consumer would not have acquired the Goods had they been aware of the failure, the Goods are unsafe, substantially unfit for their purpose, or they significantly depart from the demonstration model or sample. For more details, please refer to the ACL.
If you reject Goods in accordance with the ACL, you must return the Goods to We Luv Robots. If the Goods cannot be returned without significant cost to you, as prescribed under the ACL, you may request that We Luv Robots collect the Goods.
If Goods are accepted for repair, We Luv Robots will complete such repairs within a reasonable time, in accordance with the ACL.
If you are entitled to a refund under the ACL or otherwise, the refund will be issued via the original payment method (credit card, cheque, EFT, PayPal, finance provider, etc.).
What happens after your goods are repaired?
After your Goods have been repaired or replacement Goods become available, We Luv Robots will contact you to arrange delivery. We Luv Robots will cover delivery costs only if the Goods were repaired or replaced due to a major failure or if required by law.
Third-party products.
Certain third-party suppliers sell Goods directly to customers using the premises or systems provided by We Luv Robots (“Third Party Sale”). Please refer to the relevant supplier for the return of Goods purchased through a Third Party Sale.
Goods that cannot be returned.
Except where required under the ACL or other consumer protection laws or regulations, the following products are not eligible for return:
- Electronic software downloads;
- Subscriptions to software update programs;
- Opened software where the applicable licence has been used, copied, or disclosed;
- Gift Cards and recharge cards to the extent they have been used or expired.
Opened software cannot be returned if it contained a seal with the software license on the outside of the package and the license could be read before opening.
Required details about the repair of products.
Goods returned for repair that are capable of retaining “user-generated data” (as defined under the Act) may lose data as a result of the repair.
Goods presented for repair may be replaced with refurbished goods of the same type rather than being repaired. Refurbished parts may also be used for repairs. For refurbished items, factory resets will be applied to wipe existing data.
Online sale returns.
The process for returning Goods purchased from We Luv Robots online follows the same guidelines outlined in this Returns Policy, with the additional requirement that you first obtain a Tracking Number (“TN”) to identify your Goods.
For online purchases, contact our Customer Service Department at 0412 007 479 or email mail@weluvrobots.com You will need to provide photos of the Goods, and a return label will be provided if the Goods are eligible for return. Please follow all instructions provided.
If you reside in NSW or ACT, you may return the Goods to a We Luv Robots through a Robot drop off location after contacting the Customer Service Department to obtain a TN, provided all other conditions are met.
To request a refund please contact us using any of the information on our contact us page.
Statutory rights remain unaffected.
This Returns Policy does not affect your statutory rights, including those under the ACL. In the event of any inconsistency between this policy and your statutory rights, your statutory rights will prevail.
More details.
Refunds may take up to 10 working days to be deposited into your account/card. Refunds will be processed using the same method in which a payment was taken.
Customer Service
We Luv Robots
Po Box 6141 North Sydney, NSW, 2059
mail@weluvrobots.com
ABN 62 673 594 084 Res Corrigimus Pty Limited
Delivery Services
Where does We Luv Robots deliver?
We offer delivery services to all areas within Australia. Deliveries are available Monday to Saturday, excluding public holidays.
What are the delivery charges?
We provide free delivery for all orders in the Sydney Metro Area, outside of this area a quote will be sought.
What is our cut-off time for orders?
Orders placed before 2:00 PM will be dispatched on the same day. Any orders received after the cut-off time will be processed the next business day. We use Australia Post as our primary courier service to ensure reliable and fast shipping.
Who carries out the delivery?
We Luv Robots uses a variety of delivery services, including Australia Post and commercial couriers, to deliver your purchases safely and promptly.
Where’s my delivery?
Once your order has been dispatched, you will receive an email with a tracking link. Most deliveries take anywhere between 3 - 8 days, delivered to your door. You can also visit our tracking page and enter the provided tracking number to monitor your delivery status:
Track your order with Australia Post.
There’s an issue with my delivery!
If your order is running late or includes incorrect items, please contact our customer support team at 0412 007 479 or email mail@weluvrobots.com for assistance.