Refund Policy
This policy explains when refunds may be approved for products purchased directly from Eufy.ph.
1. Order Cancellation
Contact Eufy Philippines as soon as possible to request cancellation. Cancellation before shipment is subject to the order’s processing status.
If the order has already been shipped, Customer Support will advise whether delivery can be refused or whether the product must first be returned and verified.
2. Refunds for Delivery-Related Issues
Damaged, incorrect, incomplete, or visibly defective deliveries must be reported within 24 hours of delivery.
A refund will be considered after the item is returned and verified, unless another arrangement is approved or required by law.
3. Refunds for Valid Warranty Claims
For a confirmed manufacturing defect within warranty, the normal resolution order is:
- Replacement with the same model, subject to availability;
- Replacement with an equivalent model;
- Refund when a suitable replacement is unavailable or not feasible.
When there is a confirmed manufacturing defect within warranty and no replacement is available, a full refund based on the actual purchase price may be issued.
4. Repeated Failure
A refund may be approved when a product experiences repeated confirmed failures after previous replacements. Second- or third-replacement cases are subject to management review.
5. Refund Requested Despite Available Replacement
Replacement is the primary remedy when an appropriate replacement is available.
If the customer refuses the replacement and requests a refund, approval is subject to management discretion and may be treated as a negotiated or goodwill settlement.
6. Eufy Goodwill Refund Guide
The table below is used only as a guideline for approved goodwill, negotiated, or partial-refund cases. It does not apply when a confirmed manufacturing defect is within warranty, and no replacement is available.
| Product Age | Guideline Refund Value |
|---|---|
| 0–30 days | 100% of purchase price |
| More than 1 month to 3 months | 85% of purchase price |
| More than 3 months to 6 months | 70% of purchase price |
| More than 6 months to 9 months | 50% of purchase price |
| More than 9 months to 12 months | 30% of purchase price |
7. Situations Where a Goodwill Refund May Be Considered
- The product is outside warranty;
- The product remains functional, and the issue does not prevent its core use;
- There is a minor cosmetic or packaging issue;
- An available replacement is declined; or
- Management approves a commercial settlement.
8. Non-Refundable Reasons
- Change of mind;
- Wrong model, color, or product selected by the customer;
- Normal wear and tear;
- Damage caused by misuse, negligence, impact, improper installation, or unauthorized repair;
- Water exposure exceeding the product’s specifications;
- A product that operates within its stated specifications;
- Missing or altered serial numbers;
- Products bought from unauthorized sellers;
- Claims outside the applicable period; or
- Insufficient proof or documentation.
9. Refund Amount
Refunds are normally based on the actual amount paid for the affected item after discounts, vouchers, promotional deductions, or store credits.
For a multi-item order, only the affected product may be refunded unless the full order qualifies for cancellation or return.
10. Bundles and Free Gifts
Products, accessories, and gifts included in a promotional bundle may need to be returned together.
Where legally permitted, the value of an unreturned promotional item may be deducted from the refund.
11. Refund Method and Timing
Approved refunds may be issued through the original payment method, bank transfer, e-wallet, store credit, or another agreed channel.
Refund initiation begins after approval. The final posting time depends on the customer’s bank, card issuer, payment gateway, financing partner, or e-wallet provider.
12. Contact Us
Email: shopeufy@gocommerce.asia
This policy does not limit mandatory rights available under Philippine consumer-protection laws.