RETURN & REFUND POLICY
We want you to be completely satisfied with your eufy purchase. This policy outlines how you can cancel an order, return an item, and receive a refund.
1. RETURN ELIGIBILITY & CONDITIONS
1.1 The Golden Rule: Defective or Damaged Products Only
We only accept returns or exchanges for products that are defective or damaged upon delivery.
We do not accept returns or refunds for change of mind or wrong purchases.
| Original Payment Method | Refund Method | Estimated Timeframe |
|---|---|---|
| Credit Card, GCash, Bank Transfer | Refunded back to the original source of payment. | 7–10 business days from the day the refund is initiated. |
| Acceptance Criteria | Product must be returned in the exact condition it was received. | Must include all original packaging, seals, price tags, manuals, freebies, and accessories. |
1.2 When Returns Will Be Declined (Ineligible Items)
A return request will be rejected if the product shows any of the following:
- Damage due to misuse, mishandling, or overuse by the customer.
- The original packaging is missing, damaged, or lacks original seals/labels.
- The product has been used or altered by the customer.
- The Serial Number has been tampered with or removed.
- The return request is initiated after the 7-day return window has expired.
2. HOW TO INITIATE A RETURN/REPLACEMENT
We handle the collection of the item, making the process easy for you.
Step 1: Contact Support Immediately
Email our Customer Support team with the required details:
- Email Address: shopeufy@gocommerce.asia
- Subject: Return/Replacement Request - [Your Order ID]
- Required Details: Your Order ID, clear images of the damaged/defective product, and a copy of the invoice.
Step 2: Product Pick-Up & Verification
- Once your request is approved, we will arrange for our delivery partner to pick up the product from your location within 5-7 business days.
- Please keep the product ready in the original packaging for collection.
- We will initiate the refund or replacement only after the product is delivered back to our warehouse and verified for compliance with our return conditions (e.g., seals and original packaging intact).
Step 3: Replacement (If Applicable)
If replacement is requested, it is subject to the availability of stock. If a direct replacement is not available, we will automatically proceed with a full refund.
3. CANCELLATIONS & REFUND TIMELINES
3.1 Order Cancellation
You may cancel your order at two stages:
| Scenario | Action Required | Refund Timeline |
|---|---|---|
| Before Shipment | Inform our distributor during the confirmation call prior to delivery. | Refund initiated within 48 business hours of the cancellation request. |
| After Shipment | Refuse the order upon delivery. | Refund initiated after the product is delivered back to us and verified. |
3.2 Receiving Your Refund
Once the refund process is initiated, the timeline for receiving the funds depends on your original payment method:
| Scenario | Action Required | Refund Timeline |
|---|---|---|
| Before Shipment | Inform our distributor during the confirmation call prior to delivery. | Refund initiated within 48 business hours of the cancellation request. |
| After Shipment | Refuse the order upon delivery. | Refund initiated after the product is delivered back to us and verified. |
3.3 Partial Orders
Yes, returns, replacements, or refunds can be processed at the individual item level if part of your order meets the eligibility criteria.
4. TRACKING YOUR RETURN
Once we have received your returned order and taken the necessary action (initiation of refund or replacement dispatch), we will notify you immediately via email with the updated status.