Return & Refund

Warranty and Returns

Effective Date: May 21, 2025

This Warranty & Returns Policy applies to all products purchased through sonoff.tech. By placing an order, you agree to the terms below.

1. 7-Day Dead-on-Arrival (DOA) Guarantee

Eligibility: If your item arrives defective, damaged (not due to customer misuse), or incorrect, notify us within 7 days of receipt.

Proof Required: Provide a photo or video clearly showing the defect, damage, or wrong shipment.

Solution:

Once our support team verifies the issue, we will offer one of the following solutions based on your preference:

• Replacement: We will resend a new item free of charge (we will cover the shipping cost) within 7 working days of DOA confirmation. 
• Refund: If you prefer, we will issue a full refund to your original payment method. 
  
  

Return Shipping (if required):

If a return is required for replacement or refund, our support center will provide you with RMA (Return Merchandise Authorization) and return instructions. Once we receive the returned item:

• A new product will be shipped out free of charge (we will cover the shipping cost), or
• A full refund will be issued within 2–3 working days.  
  

Please provide the return shipping receipt so we can verify the return.

We recommend using economy airmail for the return. If you choose DHL, UPS, TNT, or FedEx, please note that the return shipping cost will be at your own expense.

2. 30-Day Money Back Guarantee

To improve your shopping experience at SONOFF, we have a 30-day hassle-free return and exchange service.

Eligibility: Any undamaged product (excluding free gifts or promotional items) may be returned or exchanged for any reason within 30 days of receipt.

How to Request:

1. Submit an RMA request via our online Support Center with your order number and reason for return.
2. If approved, we'll provide an RMA number and return address.

Once the returned item arrives back for inspection, we will reship the product or issue a refund to the original payment method within 2-3 working days, there are two cases for a refund:

1. A full refund will be issued for the returned product if the return request is initiated within 14 days of receipt of the product.
2. We refund the cost of the returned product itself, excluding the shipping charge and tax if the return request is initiated within 14 to 30 days from the receipt of the goods.

Details and Conditions:

• You must provide valid proof of purchase (invoice, order information, etc.) to initiate a return or exchange.
• You need to obtain the RMA number provided by SONOFF support team before returning the products. If you return the products by yourself without contacting us in advance, the returns may be rejected.
• The returned product must include original packaging, which is not used and damaged, and doesn't affect the second sale.
• Returns must include all accessories.
• If you don't want to pay high import duties on the return package, please avoid selecting an express mail service like DHL, UPS, TNT, FedEx, and similar ones.
• For quality-related warranty claims, we will cover the return shipping costs, otherwise, you are responsible for the shipping costs.
• You need to return the product and provide a return tracking number within 2 weeks of authorization. Otherwise, you may not be able to obtain warranty service.
• Not applicable for non-quality issues for items that have expired the 30-day window.
• Returns may be rejected if the returned products do not meet the above requirements.

3. 2-Year Limited Warranty

Within 2 years from the date of purchase, for products that are not damaged by human factors, you can visit (https://itead.freshdesk.com/support/home) to submit a replacement application (please fill in the relevant information according to the instructions).

We will send you the replacement within 7 working days after we confirm that it is a quality problem. In this case, we will cover the shipping cost for replacement. If you cannot confirm whether the product is defective, you will need to return the product for inspection for responsibility assessment.

 

The above terms only apply to all products purchased on SONOFF's official website (http://sonoff.tech/, https://sonoff.tech/en-us, https://sonoff.tech/en-eu,https://sonoff.tech/en-uk), no compensation is available in the following cases:

• Unable to provide relevant proof of purchase (invoice; order information).
• Flash firmware, modify, remove, or customize items.
• The product is repaired by a third party.
• Provide subjective or unacceptable reasons to ask for a refund such as the product is lost or stolen.
• Return and replacement requests without RMA authorization.
• Product damage is caused by improper use or external factors(including but not limited to drop, extreme temperatures, water, improper operation of equipment, etc.)
• Out of the 2-year warranty period.

4. How to Return an Item on sonoff.tech?

If you wish to return a product for a full refund, please submit a return request to our Support Center within 14 calendar days from 00:00 of the day after you receive your order.

To ensure a smooth process, please prepare one of the following as valid proof of purchase:

• Your order number
• The email address used to place the order
• A copy of your sales invoice

Once your request is approved, we will provide return instructions along with a Return Merchandise Authorization (RMA) number.

5. How Long Does It Take to Get a Refund?

Once we receive and inspect your returned item, your refund will be processed within 2–4 working days. The time it takes for the refunded amount to appear in your account depends on your original payment method:

• PayPal: Refunds typically appear within 48 hours
• Credit Card: Refunds may take 5–10 working days, depending on your card issuer and intermediary banks

If you have not received your refund within the expected time, please contact your payment provider or bank for an update, and feel free to reach out to us if further assistance is needed.

6. Warranty Service for SONOFF Products

All SONOFF products sold directly by SONOFF or authorized resellers are covered by a 2-year warranty for defects caused by quality issues from the date of purchase. Please note that for products not sold directly by SONOFF stores/SONOFF US stores/SONOFF EU stores, we provide exchange (shipping costs are at your expense) or repair services, but do not provide refund services.

For products that are not damaged by human factors, you can visit (https://itead.freshdesk.com/support/home) to submit a replacement/paid repair application (please fill in the relevant information according to the instructions).

Once we confirm that it is a product quality issue, we will start the corresponding service process. You need to pay the shipping fee for the product. We will process your application within 7 working days after you provide a screenshot of the bill. No compensation or warranty will be provided in the following cases:

• Unable to provide relevant proof of purchase (invoice, order information, etc).
• Flash firmware, modify, remove, or customize items.
• The product is repaired by a third party.
• Provide subjective or unacceptable reasons to ask for a refund such as the product is lost or stolen.
• Return and replacement requests without RMA authorization.
• Product damage is caused by improper use or external factors. (including but not limited to drop, extreme temperatures, water, improper operation of equipment, etc.)

7. Contact Us

For all returns, exchanges, or warranty claims, please contact us via email: support@sonoff.tech

Note: SONOFF reserves the right to update this policy at any time. The "Effective Date" above reflects the last revision. Please review periodically for changes.