Contact
Questions about an order? Email service@rhem.ai.
Coverage
Your Bot, included Halo and every extra Halo each have a 12-month limited hardware warranty for manufacturing defects, starting when that unit is delivered. Rhem pays covered warranty shipping within the supported service area. See the full warranty for remedies and applicable rights.
The limited warranty excludes normal wear, accidental damage, misuse, and damage caused by unauthorized repairs or modifications. It does not exclude rights or remedies that cannot be waived under applicable consumer law.
Bot remedies and the 30-day commitment
For a covered Bot defect, Rhem may repair the product, replace it, or refund the full Bot purchase price actually paid, without deduction for use or depreciation. The US$100 voluntary-return fee does not apply.
If the repaired Bot or replacement has not been delivered within 30 calendar days after Rhem receives the warranty-claim email containing the Bot's full S/N, the customer may choose a full purchase-price refund instead of continuing to wait. Internal assessment does not postpone the start. Any earlier remedy required by law takes priority.
Included and extra Halo remedies
If a manufacturing defect in your included or extra Halo cannot be resolved under its 12-month warranty, Rhem supplies a brand-new replacement of the same type at no charge. Covered return/replacement shipping is paid by Rhem within the supported service area. Do not return a working Bot for a Halo claim. No US$100 voluntary-return fee or accessory change-of-mind shipping charge applies.
If a brand-new replacement cannot be supplied, contact support to arrange an applicable remedy without indefinite waiting. Mandatory consumer rights remain unaffected.
Warranty and service continuity
Repair or replacement does not restart the original warranty or the included 24-month service period. Any warranty extensions required by law still apply. A Halo replacement preserves the existing household service entitlement.
Returning the Bot for a refund, or receiving a warranty refund for it, ends its included and paid-plan entitlement. Any retained Halos stop functioning, including Basic fall detection and app alerts, because they require a working linked Bot. Before a Bot-only warranty refund with retained Halos, support will explain this effect and confirm the applicable refund allocation. Other Bot purchases are unaffected.
Make a claim
Email service@rhem.ai with your order reference, a description of the issue and the affected device's full serial number (S/N). For a Bot claim, include the Bot's full S/N; for a Halo claim, use that Halo's S/N, not the working Bot's number. We will provide the next steps and any return instructions. Please do not send a device without contacting us first.