Refund policy

Last updated: May 10, 2026

At VONKO, we want you to shop with confidence. This Return & Refund Policy explains how returns, cancellations, exchanges, refunds, and related after-sales issues are handled when you purchase VONKO products directly from our official online store.

This Policy should be read together with our Terms of Service, Privacy Policy, Cookie Policy, Shipping Policy, and Warranty Policy.

1. Scope of This Policy

This Policy applies to purchases made directly through the official VONKO online store at vonkolife.com.

It applies to eligible orders for VONKO robot vacuum cleaners, robot vacuum and mop products, auto-empty stations, charging docks, accessories, spare parts, and related product bundles, unless a different product-specific condition, promotional rule, final-sale notice, or mandatory legal requirement applies.

This Policy does not govern purchases made through third-party marketplaces, retailers, distributors, resellers, or second-hand sources. If you purchased a VONKO product through a third party, please contact that seller or platform directly.

2. 30-Day Risk-Free Trial

For eligible purchases made directly from vonkolife.com, we currently offer a 30-day risk-free trial, unless otherwise stated on the product page, at checkout, or in a specific promotional notice.

The 30-day period generally begins on the date the product is delivered to you or received by the person designated to accept delivery.

To qualify for a return under this commercial policy, the product should be returned in reasonable condition, with all major components, accessories, manuals, chargers, docks, power cables, dust collection parts, cleaning tools, and original packaging materials included where reasonably possible.

Products may be inspected after return. We may refuse, reduce, or delay a refund if the product shows abnormal misuse, intentional damage, unauthorized repair, missing core components, contamination, non-household use, or use outside the intended product instructions, except where mandatory consumer rights apply.

3. How to Request a Return

To request a return, please contact us through our Contact page or by email at service@vonkolife.com.

Please include, where available:

  • your order number;
  • the name used for the order;
  • the email address used at checkout;
  • the product name;
  • the reason for the return;
  • photos or videos if the product is damaged, defective, incomplete, incorrect, or not operating as expected.

Before sending anything back, please wait for our return instructions. In some cases, we may provide a return address, return label, return authorization, troubleshooting steps, or additional instructions based on the product type and the issue reported.

Returns sent without prior coordination may be delayed, rejected, or not processed correctly.

4. Return Conditions

To help us process returns efficiently, returned products should, where reasonably possible:

  • be packed securely;
  • include the robot vacuum main unit and core accessories originally supplied;
  • include the charging dock, auto-empty station, power cable, adapters, manuals, dust collection parts, mop components, and other standard in-box items where applicable;
  • not contain avoidable physical damage caused after delivery;
  • not contain personal items, unrelated materials, excessive dirt, hazardous contamination, liquid damage, or unsafe substances;
  • be reset or disconnected from any app account, Wi-Fi network, or personal settings where possible.

Please remove personal data from connected products before return where possible, including app pairing, account linkage, saved Wi-Fi credentials, maps, cleaning schedules, or stored settings.

We reserve the right to inspect returned products before approving a refund, exchange, replacement, or other remedy.

5. Non-returnable or Restricted-return Items

Unless required by law or expressly approved by us, the following may be excluded from return, restricted, or handled differently:

  • items returned outside the applicable return window;
  • products damaged through misuse, abuse, improper installation, unauthorized repair, modification, liquid damage, or failure to follow instructions;
  • products with missing major parts, accessories, charging equipment, or key components not caused by us;
  • consumable or maintenance parts that have been materially used, including filters, side brushes, main brushes, mop pads, dust bags, rollers, cleaning tools, or similar replacement items, unless defective on arrival;
  • customized, special-order, clearance, final-sale, or non-returnable items clearly marked as such before purchase;
  • products purchased through third parties rather than directly from vonkolife.com.

Nothing in this section limits any mandatory legal rights that cannot be excluded under applicable consumer law.

6. Damaged, Defective, Incorrect, or Incomplete Items

Please inspect your order after delivery. If your order arrives damaged, defective, incomplete, or materially different from what you ordered, please contact us as soon as possible at service@vonkolife.com.

Where appropriate, we may ask for:

  • photos of the shipping box;
  • photos of the product and packaging;
  • photos of the charging dock, auto-empty station, accessories, or damaged parts;
  • videos showing the issue or error behavior;
  • the shipping label information;
  • a brief description of the problem;
  • any troubleshooting steps already attempted.

Depending on the circumstances and applicable law, we may offer one or more of the following:

  • troubleshooting support;
  • replacement parts;
  • repair support;
  • product replacement;
  • price adjustment;
  • partial refund;
  • full refund.

7. Exchanges

Where operationally available, we may offer an exchange instead of a refund for eligible items.

If an exchange is approved, we may require the original item to be returned first, or we may issue replacement shipment instructions depending on stock, product type, destination, and the nature of the issue.

If an exchange item is unavailable, we may instead offer a refund, store credit, replacement part, or another reasonable solution.

8. Return Shipping and Return Fees

Return shipping arrangements and costs may depend on the reason for the return, product condition, destination, applicable promotional terms, and mandatory consumer rights.

If a return is caused by a confirmed product defect, damaged item, incorrect item, incomplete shipment, or our fulfillment error, we will review the case and provide further instructions.

If a return is requested for personal reasons, such as changing your mind, ordering the wrong item, no longer needing the product, or refusing delivery without prior coordination, the customer may be responsible for return shipping costs unless otherwise required by applicable law.

Return shipping may be limited, excluded, or charged in certain cases, including:

  • returns outside the stated commercial return policy;
  • returns from excluded regions;
  • returns caused by customer mistake where free return shipping was not promised for that order;
  • refused deliveries not coordinated with us in advance;
  • missing accessories, missing components, or avoidable product damage;
  • abnormal, repeated, or abusive return behavior.

If a return shipping fee, label deduction, handling fee, missing-item deduction, or restocking-related deduction applies, we will inform you where appropriate before finalizing the refund, subject always to mandatory law.

9. Refund Method and Timing

If a refund is approved, we will generally issue the refund to the original payment method used for the purchase, unless otherwise agreed or required by law.

Refund timing may depend on:

  • whether the return has been received;
  • whether the returned item has been inspected;
  • whether all required accessories and components were returned;
  • your payment provider’s processing time;
  • the nature of the return claim.

Once we process the refund on our side, your bank, card issuer, or payment provider may require additional business days to post the funds to your account.

Original shipping fees, return shipping fees, customs duties, taxes, payment processing fees, or other charges may or may not be refundable depending on the reason for return, the terms offered at purchase, and applicable law.

10. Order Cancellation Before Shipment

If you need to cancel an order, please contact us as quickly as possible at service@vonkolife.com.

If the order has not yet been processed, packed, or handed over for shipment, we may be able to cancel it and issue a full refund.

If the order has already entered fulfillment, been packed, dispatched, or delivered, cancellation may no longer be possible, and the order may instead be handled under this Return & Refund Policy after delivery.

11. Refused Deliveries and Failed Delivery Attempts

Please do not refuse delivery or abandon a shipment without contacting us first.

Refused shipments, undeliverable packages, customs-related returns, incorrect shipping information, or failed delivery attempts may lead to additional carrier fees, return charges, storage fees, loss-related deductions, or delivery delays where legally permitted and where such charges were not caused by our error.

12. Promotions, Bundles, Gifts, and Partial Returns

If your purchase included a bundle discount, promotional item, free gift, multi-buy offer, accessory package, or other conditional pricing, the refund value may be adjusted to reflect the original promotion structure if only part of the order is returned.

If a free gift, promotional add-on, spare part, or accessory bundle was conditional on the returned order, we may request its return as well or deduct its value where legally permitted.

13. Statutory Withdrawal Rights and Mandatory Consumer Protections

Nothing in this Policy is intended to limit or replace any mandatory rights you may have under applicable law.

If you are a consumer in the European Economic Area, the United Kingdom, or another jurisdiction with mandatory distance-selling protections, you may have a legal right to withdraw from certain purchases within the statutory period, even if our commercial return policy states otherwise.

Likewise, if a product is faulty, not as described, not fit for purpose, or not in conformity with the contract, you may have statutory rights to repair, replacement, price reduction, cancellation, or refund under applicable consumer law.

Our commercial policies, including any 30-day trial or return support commitment, are intended to operate in addition to, and not in place of, your mandatory legal rights.

14. Warranty-related Issues

Our website may refer to a 2-Year Warranty or other after-sales support commitments for eligible VONKO products. Any commercial warranty we offer is additional to your statutory legal rights unless the law provides otherwise.

Please review our Warranty Policy for more details.

If your issue arises outside the normal return window but within an applicable warranty period, please contact us with your order details, product name, photos or videos where relevant, and a clear description of the problem so we can review the issue under the relevant warranty or after-sales process.

15. Third-party Purchases

If you purchased a VONKO product from a third-party retailer, marketplace, reseller, distributor, or second-hand seller, you must contact that seller directly for return, cancellation, refund, warranty, or after-sales requests unless the law requires otherwise or we expressly agree to assist.

16. Abuse Prevention

We reserve the right, to the extent permitted by law, to refuse returns, restrict refunds, or investigate requests where we reasonably suspect:

  • fraud;
  • abusive return activity;
  • repeated replacement abuse;
  • intentionally damaged products;
  • false claims;
  • unauthorized product modification;
  • use of products inconsistent with normal consumer testing or intended household operation.

This does not limit any non-waivable rights available to you under applicable law.

17. Contact Us

For return requests, refund questions, damaged-delivery claims, warranty issues, cancellation requests, or order-support enquiries, please contact:

VONKO Customer Support
Email: service@vonkolife.com
Contact page: Contact Us