Return Policy

We want every Eufy.ph order to arrive complete, correct, and in good condition. This policy applies to products purchased directly from Eufy.ph.

1. Report Delivery Issues Within 24 Hours

Please inspect your order immediately after delivery. Contact Eufy Philippines within 24 hours of delivery if the product:

• Is incorrect;

• Arrives damaged, dented, scratched, cracked, or broken;

• Has missing parts or accessories;

• Includes a faulty accessory; or

• Shows a visible defect upon opening.

Please provide a clear, continuous unboxing video showing the unopened parcel, shipping label, packaging, product, accessories, and reported issue.

Once approved, the product must be returned within seven calendar days from the date the issue was reported, unless Customer Support provides another deadline.

2. Manufacturing Defects After the Delivery Window

Possible manufacturing defects reported after the initial delivery window will be processed under the Eufy.ph Warranty Policy.

3. Accepted Return Reasons

• Confirmed manufacturing defect;

• Product damaged during delivery;

• Incorrect product received;

• Missing product, component, or included accessory;

• Faulty included accessory;

• Product recall; or

• Another reason required under applicable Philippine law.

4. Reasons Normally Not Accepted

• Change of mind;

• Wrong product, model, color, or specification ordered by the customer;

• Normal wear and tear;

• Damage caused by misuse, abuse, negligence, impact, improper installation, or improper handling;

• Water or liquid damage beyond the product’s stated specifications;

• Unauthorized modification, disassembly, or repair;

• Removed, altered, or unreadable serial numbers;

• Products purchased from unauthorized sellers;

• Claims outside the applicable return or warranty period; or

• Claims without sufficient proof of purchase or documentation.

5. Information Required

Email shopeufy@gocommerce.asia and provide:

• Full name;

• Eufy.ph order number;

• Order and delivery dates;

• Amount paid and payment method;

• Product name and model;

• Serial number, when applicable;

• Complete address;

• Contact number;

• Description of the issue;

• Photos and videos; and

• Unboxing video for damaged, incorrect, incomplete, or visibly defective deliveries.

6. Return Authorization and Shipping

Do not ship or return the product until Customer Support approves the request and provides instructions.

The approved return method may include store assessment, scheduled pickup, or authorized courier drop-off.

7. Inspection

The product will be inspected after it is received. Physical assessment normally takes approximately five to seven business days. Complex cases may take longer, and shipping days are excluded.

After assessment, Eufy Philippines will advise whether the claim qualifies for replacement, an equivalent model, refund, return of the original unit, or another applicable resolution.

8. Complete Product Requirement

Please return the complete product, including its accessories, included components, manuals, charging equipment, promotional gifts, and packaging where reasonably available.

9. Lost Shipments

Lost or undelivered parcels are delivery investigations and are not product warranty claims. Contact Customer Support immediately for assistance.

10. Contact Us

Email: shopeufy@gocommerce.asia

All claims remain subject to verification, technical assessment, and applicable Philippine law.