Returns & Refund
Dead on Arrival (DOA) Guarantee
If your item arrives damaged or is not working, please follow the warranty process and contact our Support Center for RMA authorization within 48 Hours of the order being received. After returning the product to the address provided by our support team, we can send you a new item free of charge. Customers must pay the shipping fees for returning the product.
1. Customers must first send a clear photo or video of the damaged or defective product and the shipping packaging before we can consider issuing RMA authorization. Please use good lighting, and a close to medium distance, so we can identify and verify the issue(s). Attachment size must be under 2MB for the Support Center , please send larger attachments to: firstname.lastname@example.org
2. After SONOFF INDIA has received the returned products will test by technical team and confirmed the product is faulty then we will send you a new item free of cost.
Unless otherwise noted on the product page, the default product warranty period is one year starting from the purchase invoice date, during which you are eligible for free repair. Any free repair needs to be confirmed with the manufacturer via Customer Service. Customers must pay the shipping fees for returning the item accordingly, while we will cover the shipping fees to send the repaired item back to the customer. If the buyer has damaged/misused the item(s), it will not be eligible for free repair, however customers can return it at their own cost and pay a fee for the repair. Return shipping fees will be the customers responsibility in such cases.·
Warranty Exemptions and Notes
1. Natural product degradation through wear and tear, along with breakage/damage during use, is solely the customer's responsibility and is not covered by our warranties.
2. If the customer has damaged/misused the item(s), the product's warranty is immediately rendered void. No compensation is available in such cases. However, customers are welcome to contact us to purchase a replacement or spare parts (if applicable). We will charge the original value of the components and a shipping fee to dispatch them.
The customer voids the warranty if they:
- Flash the firmware of a device or root a device
- Open the body in an attempt to fix the device
- Modify, remove, customize, or swap parts of the product
- Use the device in a way that it is not originally intended for
-short-circuit of product due to mishandling and overload/fluctuation
- Continue to use the item once a fault occurs and causes more damage
3. All returns must first be authorized by SONOFF's Support Team prior to return. Please kindly refer to the following steps in " How to a request warranty" below. For incomplete warranty requests, SONOFF reserves the right to refuse any compensation. If the customer has returned the package without prior authorization (RMA form), sends to the wrong address, returns an incorrect item, or submits an empty package, then again SONOFF reserves the right to refuse any compensation.
4. All returns will be inspected by our technical team upon arrival. If the returned item cannot be repaired, SONOFF will offer an alternative solution.
1. The shipping fee for returning the product back will be paid by the Buyer only.
2. During the return shipping, the customer is responsible for any and all customs charges, duties or tariffs during the items return to our warehouse. In these cases we will deduct the customs fees from your authorized refund amount.
3. SONOFF will by default resend the item to the customer via Flat Rate Shipping. If the customer wants to utilize a faster shipping method, the relevant shipping fee is applicable.
4. In case of any misuse, any and all repairs, accessories and shipping fees, both ways, are fully the customer’s responsibility and are at their own expense.
· How to request warranty (return, repair and refund)
If your item has an issue, please first submit a ticket to our Support Center
Please carefully follow our warranty process to minimize any delays: 1. Describe the problem with your item in detail: What happened? When? How? Please also state your full order number and product code (SKU number).
2. Tell us what steps you have already taken to resolve the issue.
3. Provide the item code indicated on the outer packaging.
4. Send a clear photo or video showing the defect(s); these should be taken under good lighting.
NOTE: Photos/videos should ideally be clear and focused, taken under good lighting conditions, and from a close to medium distance. This allows us to identify and verify the issue(s). We will always do our very best to help you. Thank you in advance for providing all the information stated above.
· Missing item(s), wrong item(s) or incorrect package sent
Please be sure to open the parcel and carefully check the contents before signing for the package.
For any issues, please carefully follow our warranty process to minimize any delays:
1. Contact our Support Center with your order number and the product code (SKU number).
2. Please send us a clear picture of the outer packaging, all shipping labels visible, and (if applicable) the item received.
- If there is a item missing, we will resend the missing item/accessory for free within the warranty period.
- If we have shipped the wrong item: we will either refund you in full or dispatch an alternative item (if applicable and available). SONOFF will decide whether you need to return the wrong product or not and compensate the return shipping fee when we receive it.
Returns and Compensation Process
If you have any after sales issues, please contact our Support Center directly and they will offer you a solution according to your case. They will confirm whether you need to return the item and to which address you may return it to.
This following section describes the processing time required upon receiving your returned item.
For exchanges, the processing time for the exchanged item will be between 3-6 business days, upon receiving your item back, and depending on stock availability.
For refunds, the processing time for us to proceed with the refund will be between 3-6 business days upon receiving your returned item. After this the refund time will depend on the payment method. Please see below for details:
-Wallet refunds will take up to 24 hours to process and appear in your SONOFF account.
-PayPal refunds may take up to 48 hours to process and appear in your account.
-Credit card refunds will take between 7-14 business days to appear in your account. This delay depends entirely on your credit card company and any intermediaries.
For repairs, it will take between 7-14 business days depending on the item and the manufacturers stock of spare parts.
SONOFF’s dedicated Customer Service agents will keep you updated on the repairs process via the ticket system.
· Technical Support
Reliable, helpful and flexible, SONOFF offers basic technical. Buy with confidence and enjoy the support you deserve.
Apparel Replacement Process
please follow the warranty process and contact our Support Center for RMA authorization stating:
1. The order number.
2. The item code(s) you wish to return.
3. The reason for return.
Our Customer Service will review your case and offer a return back. Upon receiving, the item will be exchanged with a replacement.
We will not accept returns or Exchange the product
If you chose the wrong Product, SONOFF will not offer an exchange or refund .
We will not accept returns in the following conditions:
1. Washed, worn, used or misused items.
2. Items under the following categories: Sale, Swimwear, Lingerie, and Earrings. These items are not covered by the warranty for hygiene reasons.
All returns must be confirmed via the ticket center. Returned items without Return Merchandise Authorization (RMA) will not be accepted.
If we have shipped you the wrong size by mistake, we will either refund you in full or send you an item with an alternative size (if applicable).
If you chose the wrong Product, SONOFF will not offer an exchange or refund .
Return Shipping Fees
1.Shipping fees to return the items are at the customer's own expense.
2. Please consult your local post office to confirm the actual return shipping fee. We advise you use the cheapest registered airmail method that is available.
You will get a refund if your order does not arrive within 2Weeks(14 Working Days). Full Shipping & Payment gateway charges 3% will be debit from total order value .