Overview
If your machine needs to be returned to our after-sales service center for repair or return please refer to the following instructions for proper packaging.
Table of Contents：
General Packaging Instructions
Special Packaging Tips for Some Product Series
General Packaging Instructions
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Please ensure the machine is clean before packing. Empty the dustbin and make sure there is no pet hair or other allergen-causing debris inside.Additionally, please empty all water tanks (if applicable) to prevent leakage during transportation, which may cause damage to the machine.
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Please pack all components in a suitable carton box or in the original packaging. For example, send the robot or mower with its base station, pool cleaner with its remote control.If your machine is being sent for repair, there is no need to include replacement spare parts, to avoid any potential loss during the repair process.
- Please use appropriate protective materials, such as shock-absorbing foam, to wrap the machine and fill the gaps between the machine and the packaging box as much as possible to prevent the machine from being damaged by shaking and impact during transportation.
Special Packaging Tips for Some Product Series
For Vacuum Robots：
*Please note that due to differences in model design and features, the following instructions may not apply to all models. Kindly refer to your specific product.
- Please empty the detergent container. If the issue is unrelated to the detergent container, you may remove it from the base station and do not need to return it, to avoid potential leakage.
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If your robot includes an internal water tank, please empty it via the app by navigating to:Settings >>More functions >>Robot water tank draining on APP, as shown in the image below.
- For models equipped with an automatic water supply and drainage kit, please disassemble the components according to the user manual.
- For repair scenarios: For most machine issues, we recommend sending the robot vacuum and the base station back together so our service center can inspect the overall functionality of your machine.
Note: If your machine's problem only affects the robot itself and does not involve the base station, you can contact our customer service team to confirm whether the base station also needs to be sent back.
- For return and replacement cases: Please send both the robot vacuum and the base station back together.
For Wet & Dry Vacuum：
- Please remove the handle as shown in the image below to facilitate packaging and prevent damage during shipping.
- Please wrap the machine’s joints with shock-absorbing materials, especially the connection between the brush head and the main body (as shown below), to minimize the risk of damage during transit.
For Robotic Mowers：
- Please unbind your account from the app before shipping the mower. A sample image is provided below for your reference.
- Please change the PIN Code to 0001, or leave a note inside the packaging indicating your machine's PIN Code so our engineers can can power on and inspect it.
You can refer to the image below to modify the PIN code.
Additional Notes
To help prevent logistics issues and assist us in verifying your package, we would greatly appreciate it if you could:
- Take a clear photo of the device before packing.
- Take a clear photo of the outer packaging with the return label visible before shipment.
- Keep the shipping receipt for your records.
If you have any questions, please feel free to contact our customer service team.
We greatly appreciate your understanding and cooperation.
For more information about our after-sales policy, please refer to: