Return & Refund Policy for Europe Regions
Effective Date: May 21, 2025
1. 7‑Day Dead‑on‑Arrival (DOA) Guarantee
Eligibility:
If your item is defective, damaged (non-customer misuse), or incorrect, please notify us within 7 days of delivery.
Proof Required:
Clear photo or video evidence is required to support your claim.
Solutions:
- Replacement: A free replacement will be shipped from our Germany warehouse (for EU customers)or UK warehouse (for UK customers) within 7 working days of DOA confirmation. Shipping costs will be covered by us.
- Refund: A full refund to your original payment method is also available if preferred.
Return Shipping (if required):
- Our support team will provide an RMA number and the appropriate return address (Germany or UK).
- Once the return is received, we will process the replacement or refund within 2–3 working days.
- Please include a return shipping receipt for verification.
Recommended Carriers:
- EU customers: DHL Paket, Hermes to our Germany warehouse.
- UK customers: Royal Mail Tracked or DPD Economy to our UK return address.
2. 30‑Day Money‑Back Guarantee
We offer a 30-day no-hassle return and exchange policy for undamaged SONOFF products purchased from our official stores. This excludes free gifts or promotional items.
How to Request:
- Submit an RMA request via our Support Center with your order number and reason for return.
- Once approved, we will issue an RMA number along with the appropriate return address in either Germany (for EU orders) or the United Kingdom (for UK orders).
Refund Details:
- Within 14 days of delivery: Full refund including product, original shipping fees, and taxes (e.g., VAT).
- From day 15 to 30: Refund covers product cost only. Original shipping charges and tax are not refundable.
Conditions & Requirements:
- Valid proof of purchase is required (invoice, order confirmation, or order number).
- RMA number must be obtained prior to return. Unauthorized returns may be rejected.
- Items must be unused, in original packaging, and in resalable condition with all accessories included.
- For returns due to quality-related issues, we will cover the return shipping to our EU or UK warehouse. For non-quality reasons (e.g., buyer’s remorse), return shipping is at the customer's expense.
- You must provide a valid return tracking number within 14 days of receiving RMA authorization.
- Returns initiated after 30 days or that do not meet these requirements may not be accepted.
3. 2‑Year Warranty
All SONOFF products purchased from our official stores are covered by a 2-year warranty from the date of purchase, provided the item is not damaged by human misuse or external factors.
If you believe your product is defective due to a quality issue, please submit a ticket through our Support Center. Follow the instructions to provide the necessary order and product details.
Warranty Process:
- After verifying the issue as a quality defect, we will send a free replacement from the local warehouse: Germany for EU orders, or the United Kingdom for UK orders.
- The replacement will be shipped within 7 working days, and we will cover the shipping cost.
- If the fault cannot be confirmed remotely, the item must be returned to us for inspection. The decision on warranty coverage will follow the inspection outcome.
Warranty Exclusions:
- No valid proof of purchase (e.g. invoice or order number)
- Flashed firmware, hardware modifications, or customization
- Damage caused by third-party repairs
- Subjective issues or unqualified claims (e.g. item lost or stolen)
- Return or replacement requests without prior RMA authorization
- Physical or environmental damage (e.g. water, drop, heat, misuse)
- Requests made after the 2-year warranty period has expired
4. Refund Timing
Once returned and inspected, refunds are processed within 2-4 working days.
- PayPal: typically within 48 hours
- Credit Card: may take 5–10 working days
If delayed, contact your payment provider and reach out to support if needed.
5. Warranty Service for SONOFF Products
All SONOFF products purchased directly from our official online stores or authorized resellers are covered by a 2-year warranty against manufacturing or quality-related defects from the date of purchase.
For products not purchased directly from sonoff.tech, we offer repair or exchange services only. Refunds are not provided in such cases. All shipping costs related to these services are the responsibility of the customer.
How to Apply for Warranty Service:
- Visit our SONOFF Support Center and submit a replacement or paid repair request.
- Fill in the required information and upload a valid proof of purchase (e.g., invoice, order number).
Once our team confirms the issue is quality-related:
- Once our support team verifies that your issue is quality-related, we may request you to return the product to us.
- You must cover the return shipping cost upfront.
- We will process your replacement or repair within 7 working days after confirming the shipping receipt or receiving the return.
Warranty Does Not Cover:
- Missing or invalid proof of purchase (invoice, order confirmation, etc.)
- Firmware flashing, unauthorized software modification, or hardware tampering
- Repairs performed by unauthorized third parties
- Subjective or unsupported refund claims (e.g., lost or stolen items)
- Returns made without prior RMA approval
- Damage due to misuse, drops, water exposure, extreme temperatures, or other external forces
- Products that are outside the 2-year warranty period
6. Contact Us
If you are unsure whether your product qualifies, please contact us or submit a ticket through the Support Center for further assistance.