Roome Australia provides a manufacturer’s warranty for hardware and accessories that it imports and distributes in Australia and New Zealand. Subject to the terms and exclusions in the warranty, Roome Australia warrants to the original purchaser that the products will be free from defects in materials, workmanship and manufacturing for a period of twelve months from the date of purchase (“Manufacturer’s Warranty”).
To see the full text of the Manufacturer’s Warranty Click Here.
Although Roome Australia does not provide a Manufacturer’s Warranty for software, the consumer guarantees described on this page apply. If you experience a problem with Roome software please do not hesitate to Contact Us.
Certain retailers who sell Roome products may have their own warranties and/or return policies. Such warranties or policies are in addition to your statutory rights and cannot exclude your statutory rights. You may find more information by checking the retailer’s website or contacting the store.
The benefits given by any manufacturer’s or retailer’s warranty (if applicable) are in addition to your statutory rights under the Australian Consumer Law in Australia or the Consumer Guarantees Act in New Zealand (“Consumer Guarantees”), and other applicable consumer protection laws and regulations.
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.
Even if you purchased a Roome product through a retailer and are entitled to claim a particular remedy from the retailer under a Consumer Guarantee, Roome Australia may offer you a remedy.
Details of Australian consumers’ rights under the Australian Consumer Law can be found at www.consumerlaw.gov.au
Details of New Zealand consumers’ rights under the Consumer Guarantees Act can be found at www.consumerprotection.govt.nz
If you return a product to Roome Australia for assessment, an Appraisal Charge will apply to cover costs such as labour, administration and handling.
The Appraisal Charge will not apply under the following circumstances:
1. if the problem with the product entitles you to a free remedy under the Manufacturer’s Warranty or a Consumer Guarantee; or
2. if a Repair Charge is quoted to you and you elect to pay the Repair Charge (you will only need to pay for a Repair Charge or Appraisal Charge, not both); or
3. if you do not wish to proceed with quoted repairs and instead elect to have Roome Australia dispose of the product at no cost to you.
If the problem is not covered by the Manufacturer’s Warranty or a Consumer Guarantee, if there is no problem with the product, or if it is a product which was not imported and/or sold by Roome Australia, the Appraisal Charge will apply.
How to Send a Product to Roome Australia for Assessment/Repair
If you purchase a Roome product and the product has a problem, you can return it to the store where you purchased it. In some instances the store may forward the product to Roome Australia to assess and potentially repair the product on their behalf. Alternatively, if you choose to send your product to Roome Australia directly so that we can assess it for you, please refer to the information below.
If you experience a problem with software please contact us online support or Mobile app support.
When sending a product to Roome Australia for assessment, please use suitable packaging with adequate packing materials around the product to protect it from damage.
Enclose your product, purchase receipt, and your full name, delivery address and daytime contact telephone number with a detailed description of the symptoms. Please do not include payment in advance as we first need to assess your product.
Address the delivery to:Service DepartmentRoome Australia 6 Northcote StreetSt leonards NSW 2065
Please clearly mark complete sender and receiver details on the outside of the packaging.
We recommend that you send the product via Registered Post with adequate insurance and check the carrier’s terms and conditions before sending. Roome Australia will not be held responsible for products in transit and not yet in our possession.
Assessment and Repair Procedure
When Roome Australia receives your product, it will undergo an assessment by a qualified Roome technician including an inspection and full diagnostic test.
If a problem exists which is covered by the Manufacturer’s Warranty or a Consumer Guarantee and the product is accompanied by valid proof of purchase, we will repair the product at no charge and return it to you.
A product repaired under the Manufacturer’s Warranty or a Consumer Guarantee will be dispatched back to you as soon as it is completed.
If the product requires repairs but the Manufacturer’s Warranty or a Consumer Guarantee does not apply, a Repair Charge will be quoted to you by a Customer Service representative.
Any repairs or replacements carried out by Roome Australia will be covered by the Manufacturer’s Warranty as well as the relevant Consumer Guarantees.
How to Pay a Repair Charge or Appraisal Charge
We accept payment by VISA and MasterCard through Roome Customer Service. If you do not have access to a credit card we may accept payment by cheque or money order.