Warranty & Returns Policy
We want you to feel confident when shopping with us. This Warranty & Returns Policy explains our return period, refund process, warranty coverage, and the requirements for submitting a return or warranty claim.
1. 30-Day Money-Back Guarantee
Eligible products may be returned for a full refund within 30 days from the date of purchase, regardless of the reason, provided that the product meets the return requirements listed below.
The 30-day return period begins on the date the order is purchased. Return requests submitted after the 30-day period may not be accepted unless otherwise required by applicable law.
Return Requirements
- The return request must be submitted within 30 days of purchase.
- The product must be returned in acceptable condition and suitable for inspection.
- All original accessories and components should be included.
- The original packaging should be included whenever possible.
- The product must not have been intentionally damaged, improperly used, or modified.
- Corporate purchases and bulk orders may be subject to different return terms.
For orders involving multiple units of the same product, bulk-order restrictions may apply.
2. How to Request a Return
To request a return, please contact our customer support team before sending any product back. Please provide your order number and the email address used to place the order.
Our support team may request additional information, photographs, videos, or troubleshooting details to determine the appropriate return or warranty solution.
Return Process
- Contact customer support and submit your return request.
- Provide your order number and relevant purchase information.
- Receive return instructions from our support team.
- Pack the product securely with its accessories and original packaging when available.
- Ship the product according to the return instructions provided.
- Our warehouse receives and inspects the returned product.
- Once the return is approved, the refund is processed to the original payment method.
3. Return Processing & Refund Time
| Stage | Estimated Time |
|---|---|
| Return request | Must be submitted within 30 days of purchase |
| Return shipment | Please ship the product as soon as possible after receiving return instructions |
| Warehouse inspection | After the returned package is received |
| Refund processing | 5–7 business days after the returned product is received and approved |
| Bank/payment provider posting | Additional time may be required depending on your payment provider |
Important: The 5–7 business day processing period begins after the returned product has been received by our warehouse and the return has passed inspection. Shipping transit time is not included in this processing period.
After the refund has been issued, the time required for the funds to appear in your account depends on your bank, credit-card issuer, or payment provider.
4. Refund Conditions
Once the returned product is received, our team will inspect the item to confirm that it meets the return requirements.
If the return is approved, the refund will be issued to the original payment method.
If the returned product does not meet the applicable return requirements, the return may be rejected or the refund may be adjusted where permitted by applicable law.
Refunds Generally Do Not Include
- Return shipping costs for non-quality-related returns.
- Damage caused by misuse, abuse, accidents, or improper installation.
- Damage caused by unauthorized modifications or repairs.
- Products or accessories that are missing from the returned package.
5. Return Shipping Costs
Non-Quality-Related Returns
For returns that are not caused by a product quality issue, the customer is generally responsible for the return shipping cost.
Quality-Related Issues
If the product has a confirmed quality-related defect covered by the applicable warranty, our customer support team will provide return instructions and determine whether a prepaid return shipping label or another service solution is available.
Please do not send a product back without receiving return authorization or instructions from customer support.
6. Quality-Related Warranty Claims
Products purchased directly from us or through an authorized seller may be covered by the applicable limited warranty beginning on the original purchase date.
Depending on the product and circumstances, an approved warranty claim may result in one or more of the following solutions:
- Troubleshooting assistance
- Replacement parts
- Product repair
- Replacement with a refurbished product of equivalent functionality, where available
- Replacement with a new product
The final warranty solution will depend on the product, nature of the defect, availability of parts or replacement products, and applicable warranty terms.
7. Warranty Period by Product Category
| Product Category | Warranty Period |
|---|---|
| StickVac with Mop | 24 Months |
| RoboVac | 12 Months |
| HomeVac | 18 Months |
| Robot Lawn Mower | 24 Months |
| Security Camera | 12 Months |
| Smart Lock | 18 Months / 36 Months for Mechanical Parts |
| Breast Pump | 12 Months / 3 Months for Accessories |
| Smart Lights | 18 Months |
| Permanent Outdoor Light E120 | 12 Months |
| Permanent Outdoor Lights E22 | 24 Months |
| Smart Scales | 24 Months |
| Network Video Recorder | 36 Months |
| PoE Camera | 36 Months |
| HomeBase | 12 Months |
| Sensor | 12 Months |
| Accessories | See applicable product-specific terms |
8. Smart Lock Warranty
Smart Lock products may be covered under separate mechanical and electronic warranty periods.
- Mechanical Parts: 36 months
- Electronic Parts: 18 months
Mechanical warranty coverage generally applies to defects in the key-operated locking mechanism under normal residential use.
Electronic warranty coverage applies to eligible electronic defects occurring during normal use within the applicable warranty period.
9. Robot Lawn Mower Warranty
| Component | Warranty Period |
|---|---|
| Robot Lawn Mower | 2 Years |
| Base Station | 2 Years |
| Power Adapter | 2 Years |
| Battery Pack | 2 Years |
| Decoration / Appearance | No Warranty |
| Cutting Blade Kit | No Warranty |
| Other Product Accessories | No Warranty |
10. Breast Pump Warranty
Breast pump products are subject to specific warranty terms.
- Non-washable parts: 12 months
- Accessories and washable components: 3 months
- Additional wearable breast pump accessories: 3 months
Washable components are consumable parts and may naturally require replacement depending on usage and sterilization frequency.
Breast Pump Returns
Breast pumps returned under the 30-day return policy must meet the applicable hygiene and product-condition requirements. Where applicable, the product must be new, unopened, unused, and returned in its original packaging with the manufacturer’s seal intact.
11. PoE NVR Warranty
| Component | 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 |
12. What Is Not Covered by Warranty
- Normal wear and tear that does not affect functionality.
- Scratches, cosmetic deterioration, paint fading, or similar appearance issues.
- Damage caused by misuse, abuse, accidents, impact, or improper handling.
- Damage caused by water exposure or improper storage.
- Unauthorized modifications, repairs, or alterations.
- Damage caused by third-party accessories.
- Damage caused by software or application updates where the issue is not covered by the applicable warranty.
- Damage caused by weather or natural events such as floods or lightning.
- Products purchased from unauthorized sellers or illegitimate sources.
- Lost or stolen products.
- Products without sufficient proof of purchase.
- Products whose applicable warranty period has expired.
13. Required Information for Warranty Claims
To help us process your warranty claim efficiently, you may be asked to provide:
- Order number
- Purchase receipt or invoice
- Product model
- Product serial number
- Photos or videos showing the issue
- Troubleshooting information or system logs where applicable
- Additional information reasonably required to verify the claim
Incomplete information may delay the processing of your warranty claim.
14. Shipping Costs for Warranty & Returns
The customer is generally responsible for return shipping costs in the following situations:
- Returns for reasons unrelated to product quality.
- Accidental returns.
- Returns of personal items.
- Returns of products found to be functioning normally after inspection.
- Returns of products outside the original country of purchase where applicable.
- Unauthorized returns made outside the approved return process.
For confirmed quality-related issues, return shipping arrangements will be determined by customer support according to the applicable warranty terms.
15. Third-Party Purchases
This return and warranty policy applies primarily to purchases made directly through our online store or through eligible authorized sellers.
If you purchased a product from a third-party retailer, marketplace, or local store, the return and refund policy of the original seller may apply. Please contact the retailer or marketplace where the purchase was made for assistance with refunds or returns.
16. Important Return Instructions
- Please contact customer support before returning any product.
- Do not ship products to an address that has not been provided or authorized by customer support.
- Keep your shipping receipt and tracking information until your return has been fully processed.
- Pack products securely to reduce the risk of damage during transportation.
- Include all applicable accessories and components.
- Remove personal information or data from the product before returning it whenever possible.
- For products containing storage devices, back up important data before sending the product for inspection or repair.
17. Refund Summary
| Policy Item | Details |
|---|---|
| Return Period | Within 30 days of purchase |
| Product Condition | Undamaged and meeting applicable return requirements |
| Accessories | All applicable accessories should be included |
| Original Packaging | Should be included whenever applicable |
| Refund Processing | 5–7 business days after warehouse receipt and approval |
| Refund Method | Original payment method |
| Return Shipping | Generally paid by customer for non-quality-related returns |
18. Customer Support
If you have questions about a return, refund, warranty claim, or replacement, please contact our customer support team before sending your product back.
Email: support@eufyul.com
Our support team will provide the appropriate return instructions and help determine the next steps for your order.
Policy Notice: This policy does not limit or exclude any rights that consumers may have under applicable consumer protection laws. Certain products, regions, promotional orders, membership programs, or special purchases may be subject to additional terms.