Return and Refund Policy
Terms and Conditions:
Items directly purchased from eu.switch-bot.com can be returned in 30-days for a full refund or exchanged under the following circumstances:
1. Missing, Damaged, or Wrong Items.
Please inspect your order as soon as you receive it. We always do our best to deliver your order in an efficient manner and strive to make sure your orders are complete and undamaged. If in the unlikely event your order is missing, incorrect, or damaged, please contact us immediately.
2. Malfunction or Serious Product Quality Issues.
Please read the Manual first before you set up and use your product. In the meantime, you can refer to the FAQ page of our official website or ask for assistance via “Feedback” via the SwitchBot App. If you have encountered malfunction or product quality issues that affect the use of your product, please contact us within 30 days of receipt of shipment.
3. If your product is unopened you are eligible for a return or refund.
1. 30 day Return Policy: If you do not like/are not satisfied with an item within 30 days of receiving it, you can return the item for a refund or an exchange providing it is in the condition they were received in. Products must be returned in the condition they were received in. If products show evidence of installation or user abuse, or are not in a resalable condition when returned, then the user will not be eligible for a refund or exchange. Should you with to make a refund or exchange, you will be liable for return postage costs.
2. Any item that is damaged through customer misuse or missing parts due to customer tampering cannot be returned or refunded.
3. If customers choose the wrong rail model subjectively, we will not provide any return or exchange service after this 30-day period has expired.
4. Before returning an item, please make sure that you contact our returns team at email@example.com,this helps us to make sure your return is received in a safe and timely manner. Should you fail to notify us of a return being made,SwitchBot will not be held accountable for loss of stock and/or losses incurred due to negligence when in transit.
5. For non-quality-related warranty claims,the buyer will be responsible for all shipping costs.
6. In case warranty info is different on product packages, web store pages, and legal requirements, the longest period applies.
Return and Refund Procedure:
1. If you are looking to apply for a return or refund,please email the following information to firstname.lastname@example.org, we will send a confirmation email to you within 3 business days of your request.
*A description of the reason for your return
*A video/image that explains the issue
2. We will confirm if the package is unopened or not, and will supply a return address to customer.
3. Customer will then send back the package and device.
4. Customer must then provide a tracking number for their delivery.
5. Our processing centre will confirm there are no issues with the return.
6. Refund will be processed.
The time it takes for products to be sent back to our warehouse varies and may take up to as long as 1 month. Our warehouse accepts returns every two weeks . If you find that your return has not been processed according to your expectations, we would ask that you please wait patiently; (our warehouse is located in three places: the United States, United Kingdom and Europe), and we will deal with your return as fast as we can.
The following content should help solve some frequently asked questions regarding our refund policy.
How can I cancel my order?
You can cancel your order within 12 hours of order placement, if your order has been submitted for more than 12 hours it cannot be canceled unless it hasn't been shipped out yet. Note: Please allow us 24 hours to fully process orders, if you do not receive a tracking number in more than 72 hours please contact us at email@example.com