Terms & Conditions
Warranty and Returns
The warranty applies to all items on the website.
7-Day Dead on Arrival (DOA) Guarantee
Items exchanges are only available for items that you received in a non-human damaged or non-working condition or the item is not what you ordered is incorrectly shipped to you. To confirm what the issue is, the picture or video proof of the issue is a must. After we confirm it is DOA, please comply with the warranty process and contact email@example.com for RMA authorization within 7 days of the order being received. After returning the item, we will resend a new one for free (we will assume shipping cost) within 7 days or you can ask for a full refund. The freight receipt of purchase is required if you return the item. If you received the item is not what you ordered, please firstname.lastname@example.org within 7 days after receiving the item. We will reserve the right to refuse return of items if our Support Center determines that the returned item is not DOA. Please feedback the issue within 7 days after receiving items for timely returns and refunds.
1 year warranty applies to all SONOFF items on the store.
Except where noted, all items are covered under 1-year limited warranty period from the date of production. If any defect or damage arise within the applicable warranty period, please follow the Return and Exchange Process and offer a clear photo or video of the defective and damaged item. If the item is confirmed to be faulty, after customers pay the shipping cost and send the bank slip screenshot, we will resend a new item within 7 days. We do not afford the refund and repair for returned items due to misuse, mishandling or other abnormal use.
Return & Exchange Process
1) Please fill out the after-sale Repair Form that includes a clear photo or video of the damaged or defective item, order number, order screenshot and return receipt (only for return) and submit a ticket, and we can consider issuing RMA authorization. Please provide a clear enough photo and video to ensure we can identify and verify the issues. Attachment size must be less than 20M for the ticket and the large attachment more than 20M should be sent to the Support Center via email email@example.com.
2)Within 2 days after receiving the returned product, Sonoff Egypt will confirm whether to return, refund, or exchange. Customers authorized by RMA can get the replacement, return or refund. If ask to return, our Support Center will provide you with the cheapest shipping method and further detail.
Returned Shipping Costs
1) If it’s item quality problem (no-human factor damage) within 30 days, the returned shipping cost is undertaken by Sonoff Egypt.
2) If items are required to return or replace for no reason within 30 days, the returned shipping cost is undertaken by Customers.
3) If it’s item quality problem (no-human factor damage) between 30 days and 1 year, the returned shipping cost is undertaken by customers.
Sonoff Egypt will pay the return shipping cost according to the valid return receipt slip, and refund requests for a return shipping cost without a valid return receipt slip will not be accepted. Return must be via the one of Sonoff Egypt approved by shipping methods.
The following conditions are exempt from receiving After Sale Services:
1) No compensation and repair for items beyond the warranty period;
2) Incorrect address from customers;
3) No evidence that conforms to the threshold of proof provided;
4) Situations caused not by quality issues or our responsibility, are damaged due to customers and the incorrect use.
No compensation is available in the following cases:
1) Damage and natural degenerate due to wear in item’s use are at the customer’s own expense.
2) No compensation and repair for items damaged by customers and misuse beyond the warranty period.
3) Flash firmware, modify, remove or customize items.
4) Provide subjective or unacceptable reasons to ask for a refund.
5) Return and replacement request without RMA authorization.
Unless otherwise specified, the original packaging and all accessories shall be included into the return package, such as battery, charger, user manual, etc. You will be required to compensate if any accessory or spare part is lost.