eufy-refund-policy

Introduction

This limited warranty provided by the manufacturer in no way affects a potential statutory warranty provided by law.

Item	Warranty Period
RoboVac	12 Months
HomeVac	NA
Smart Lighting	12 or 18 Months
Smart Scales	24 Months
Accessories	NA
Security	12 Months

NVR Policy Content

The eufy PoE NVR and its included components are covered by the warranty periods listed below, commencing from the date of original purchase.

Type	Warranty Period
Network Video Recorder	36 Months
PoE Camera	36 Months
Hard Disk Drive / Mounting Bracket	24 Months
Power Adapter	18 Months
AC Cable / USB Mouse / Ethernet Cable / HDMI Cable / Waterproof Cover Pack	12 Months
Other Accessories	No Warranty

eufy guarantees to the original purchaser ("Purchaser") that each eufy PoE NVR product will be free from defects in materials and workmanship under normal residential use during the warranty period, provided:

The product is purchased from eufy or authorized sellers*
Follow official documentation guidelines
The product has been installed at the original installation address and is being used as expected.

Holiday Returns Policy

eufy has extended the Holiday Returns Policy for 2024. Orders purchased from Nov 1 to Dec 25 2024 are eligible for return until Jan 31, 2025 or within 30 days from receipt, whichever is later.

30-Day Money-Back Guarantee for Any Reason

Disclaimer:

The return and warranty policy outlined on this page applies exclusively to purchases made directly through online shops operated by eufy. If you havepurchased our products through a third party, the return and warranty terms may differ. The policy may also vary depending on the country of purchase due to different legal requirements and other considerations.

Undamaged products can be returned for a full refund, regardless of the reason, within 30 days of purchase, excluding Corporate purchases/bulk orders, which may not be refundable. (Note: Ordering more than 10 units of a product will be considered a bulk order.）Once the returned item arrives back in eufy’s warehouse for inspection, the refund process will begin.

● Returns must include all accessories
● Items must include original packaging
● For non-quality related warranty claims, the buyer is responsible for shipping costs
● For non-quality related warranty claims, eufy refunds the cost of purchasing the product itself
● Returns may be rejected if product does not meet the above requirements

Refund requests for the 30-day money back guarantee expire 30 days after opening a warranty claim. It is not possible to process a request for a refund for non-quality issues for items after this 30-day window has lapsed. For purchases not made directly through eufy’s online stores, please contact retailers for refunds. For quality-related issues, please see below.

How to return an item at eufy.com?

To initiate a return, you will need to submit a return request. Please have your order number and the email address used for the purchase ready. You can start your return here.

If you have an eufy account, you can manage returns directly through your order history. Guests who do not have an order number can register for an account using the email address associated with the purchase. This allows you to access your order history and manage returns.

Warranty Claims for Quality-Related Issues

All quality-related defects on items sold directly by eufy are covered by an extensive warranty, starting from the date of purchase.

For quality-related warranty claims, items will be replaced with suitable replacement parts or a factory refurbished model of equal value when available, otherwise a new item will be sent.

Warranties on all replacements follow the same warranty timeframe of the original defective item, or 3 months after being replaced, whichever is longer. Warranties on products are void after having been fully refunded.

Process:

● Buyer must provide sufficient proof of purchase
● eufy must document what happens when buyers troubleshoot the product
● The defective item’s serial number and/or visible proof depicting the defect are required
● It may be necessary to return the item for quality inspection

Valid proof of purchase:

● Order number from online purchases made through eufy
● Sales invoice

Please note more than one type of proof of purchase may be required to process a warranty claim (such as receipt of money transfer and confirmation of address item was originally shipped to).

Warranty claims for product defects expire 90 days after opening a warranty claim. It is not possible to process a warranty claim for items that are no longer within their original warranty timeframe or the 90-day warranty claim request period, whichever is longer.

Shipping costs must be covered by buyer in the following situations:

● Returning products for any reason other than a proven defect
● Warranty claims on items taken outside the original country of purchase
● Buyer’s accidental returns
● Returning personal items
● Returning items claimed to have defects but found by eufy quality control to be in working condition
● Returning defective items using international shipping
● Costs associated with unauthorized returns (any returns made outside of the approved warranty process)

Not Covered Under Warranty:

● Products without sufficient proof of purchase
● Lost or stolen products
● Items that have expired their warranty period
● Non quality-related issues (after 30 days of purchase)
● Free products
● Repairs through 3rd parties
● Damage from outside sources
● Damage from misuse of products (including, but not limited to: falls, extreme temperatures, water, operating devices improperly)
● Purchases from illegitimate resource

eufy is not liable for:

● Loss of data incurred from use of eufy products
● Returning personal items sent to eufy

When returning items for non-quality issues, buyer assumes responsibility for any damage or loss incurred in transit. eufy does not provide refunds for items damaged in transit for non-quality related warranty claims.

Note: For eufy Security products, the hardware warranty period extends for 12 months from the purchase date, while we provide software upgrade service extends for two years from the purchase date.