1. How do I order a ROLA?

ROLA One and ROLA Unity are ordered directly from KOIBOT. A standard configuration can be ordered and paid for on koibot.online. If you change an appearance option, or order for a business or in volume, we confirm your configuration, quote and delivery schedule in writing first.

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2. How and when do I pay?

A standard configuration is paid at checkout on koibot.online, and your order is confirmed by email. Custom, business and volume orders are quoted in writing and settled by international wire transfer, in full or as a deposit plus balance schedule set out in the order confirmation.

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3. Where do you ship?

We ship worldwide by insured air freight. Orders are fulfilled by REON ROBOTICS (HONGKONG) CO., LIMITED from Hong Kong or the Chinese mainland. Current transit estimates after dispatch: Hong Kong and Macau 5–9 business days; Japan, Korea and selected ASEAN countries 7–12; North America, Europe, the UK, Australia, New Zealand, the Gulf and Israel 9–15. Each ROLA is built to order. Production typically takes 1–3 months, depending on order conditions.

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4. Are shipping fees and import duties included?

International shipping is included in the published price. Unless otherwise agreed in writing, orders ship on a DAP basis (Incoterms® 2020): import duties, VAT, customs fees, local taxes and clearance charges are the customer's responsibility and are confirmed in your order confirmation. For single-unit orders, an all-inclusive DDP option may be offered with a destination-specific quote.

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5. What happens if my KOIBOT arrives damaged?

Someone must be available to receive the shipment. Before handling or assembly, record one continuous unboxing video showing the outer carton, internal packaging, product condition and accessories. Report any shipping damage or defect within 7 calendar days of delivery with your order number and photos or video, and keep all packaging. Confirmed cases are repaired, replaced or refunded after inspection.

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6. Can I return KOIBOT after delivery?

Returns are accepted only for confirmed manufacturing defects or verified shipping damage reported within 7 days of delivery, and only with prior written authorization. Returns are not accepted for change of mind, cosmetic preference, misuse or accidental damage. Customized or made-to-order configurations are non-returnable unless a manufacturing defect is confirmed.

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7. What kind of after-sales support is available?

Every ROLA ordered from KOIBOT is covered by a 12-month limited hardware warranty from the delivery date, covering confirmed defects in materials or workmanship under normal indoor use. Our team supports setup, basic troubleshooting and software questions, and provides service instructions for eligible repairs. Your order confirmation serves as proof of purchase.

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