Return & Refund Policy for US Regions
Effective Date: May 21, 2025
1. 7‑Day Dead‑on‑Arrival (DOA) Guarantee
Eligibility: Notify us within 7 days of delivery if your item is defective, damaged (non-customer misuse), or incorrect.
Proof Required: Please provide clear photo or video evidence.
Solution:
- Replacement: We will ship a new item from our U.S. warehouse within 7 working days - shipping covered by us.
- Refund: Full refund to original payment method if preferred.
Return Shipping (if required):
- Support will issue an RMA number and U.S. return address.
- Upon receipt, we'll ship replacement or issue refund within 2–3 working days.
- Please provide a return shipping receipt for verification.
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Recommended carriers: USPS First‑Class or UPS Ground (economy air).
2. 30‑Day Money‑Back Guarantee
We offer a 30‑day hassle‑free return/exchange service for undamaged items (excluding free/promotional items).
How to Request:
- Submit RMA request via Support Center with order number and return reason.
- Once approved, we’ll provide an RMA number and U.S. return address.
Refund details:
- Within 14 days: Full refund including product, shipping, and taxes.
- Days 15–30: Refund covers product only (shipping & tax excluded).
Conditions & Requirements:
- Proof of purchase required (invoice/order info).
- RMA number must be obtained prior to return; unauthorized returns may be rejected.
- Product must be unused, in original packaging, with all accessories.
- For quality issues, we cover return shipping. Otherwise, return shipping is at customer expense.
- Return tracking number must be provided within 2 weeks of RMA.
- No returns accepted after 30 days or for items not meeting conditions.
3. 2‑Year Warranty
Within 2 years of purchase, if the product is not damaged by human factors, you may request a replacement by submitting a ticket at Support Center. please follow the instructions to provide relevant information.
Once we confirm a quality issue, a replacement will be sent within 7 working days from U.S. warehouse, and we will cover the shipping cost. If the defect is unclear, you’ll need to return the product for inspection before we determine responsibility.
Not Covered：
- No proof of purchase
- Firmware flashed, modified or customized
- Third‑party repairs
- Subjective reasons (e.g., lost, stolen)
- Requests without RMA
- Damage from misuse, water, drops, extreme temps
- Beyond 2‑year period
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 sold directly by SONOFF or authorized resellers are covered by a 2-year warranty against defects caused by manufacturing or quality issues from the purchase date.
Products not sold directly by official SONOFF online store is eligible for repair or exchange services only (refunds are not offered). Shipping fees for such services are at the customer's expense.
To apply for a warranty service:
- Go to SONOFF Support Center and submit a replacement or paid repair request.
- Provide required details and upload proof of purchase.
Once our team confirms the issue is quality-related:
- You may need to return the product at your own shipping expense.
- We will process your replacement or repair request within 7 working days after receiving your shipping cost receipt or return.
Warranty Exclusions:
- Missing or invalid proof of purchase (invoice, order info, etc.)
- Firmware flashing, unauthorized modification, or hardware customization
- Repairs done by unauthorized third parties
- Subjective or invalid refund requests (e.g., lost or stolen items)
- Returns without prior RMA approval
- Damage caused by misuse, external force, extreme environments, water, or mishandling
- Products outside the 2-year warranty period
6. Contact Us
For all returns, exchanges, or warranty claims, please contact us via email: support@sonoff.tech