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Ship Your Device (RMA / Bring-In) – How Shipping Works

How to safely ship your device for repair.

Ship Your Device (RMA / Bring-In)

If our support team determines that your device needs to be sent in, you will receive an RMA number (Return Merchandise Authorization) and all necessary shipping information.

Important: Do Not Ship Before You Have an RMA Number!

Only send your device after you have received a confirmation and RMA number from our support team. Shipments without an RMA number cannot be assigned.

Step 1: Receive RMA Confirmation

  • You will receive an RMA number and shipping instructions by email.

Step 2: Prepare Your Device

  • Please clean the device before sending it in and empty the dust bin. For devices that arrive dirty, we will charge a cleaning fee.
  • Remove the mopping pad / wet pad (for Combo and Braava models).
  • Only include accessories relevant to the repair. Non-essential accessories (such as virtual walls, replacement filters, or similar items) do not need to be included.
  • Do NOT include the dock unless our support team has explicitly requested it.

Step 3: Package Your Device

  • Use the original packaging if available.
  • If you no longer have the original packaging: use a sturdy box with sufficient padding material (bubble wrap, newspaper).
  • Place the RMA number visibly inside the package (e.g. printout of the email).

Step 4: Shipping

  • Send the package to the address provided in the RMA email.
  • Send the package as an insured parcel so that you have proof of shipment.
  • Keep the tracking number.

What Happens After Shipping?

  • We will confirm receipt of your device by email.
  • Our technical team will inspect the device and carry out the repair.
  • In warranty cases: repair or replacement free of charge.
  • In OOW cases (out of warranty): If your device is already outside the warranty period, we will send you a repair quote. You will be asked to approve the quote for a chargeable repair and to pay in advance. Payment options available are bank transfer or PayPal. Once payment is received, your device will be repaired and returned to you. If you do not agree to the repair costs, the device will (depending on your preference) either be disposed of or returned to you unrepaired. Please note that in the event of a rejection of our repair quote, we will charge a handling and service fee of CHF 25.00. (Dispose of device / or return unrepaired)
  • The repaired or replaced device will be sent back to you.

Processing Time

If your device is still within the warranty period, it normally leaves our service center within 48 hours, repaired and returned to you by post.
During periods of high volume, it may take a little longer.