Eufy Philippines

Warranty Policy

Eufy Philippines warrants eligible Eufy products against manufacturing defects in materials and workmanship under normal and intended use.

1. Warranty Period

Eligible Eufy products are covered by a standard 12-month warranty from the original date of purchase, unless a different warranty period is expressly stated on the product page, invoice, packaging, promotional terms, or official warranty documentation.

2. Eligible Purchases

The warranty applies to eligible products purchased from:

  • Eufy.ph;
  • Official Eufy Philippines marketplace stores;
  • Official retail stores; or
  • Authorized Philippine resellers with valid proof of purchase.

The warranty is intended for the original end-user purchaser and is generally not transferable.

3. Covered Defects

The warranty covers manufacturing defects confirmed through inspection or technical assessment.

Examples may include:

  • Internal functional failure caused by defective materials or workmanship;
  • Power, charging, motor, sensor, camera, connectivity, or control failure attributable to a manufacturing defect;
  • Failure of an included component caused by a manufacturing defect; or
  • Another fault confirmed by the authorized Service Team.

4. Warranty Exclusions

  • Change of mind or wrong product selection;
  • Normal wear and tear;
  • Consumable parts that have reached their normal service life;
  • Cosmetic scratches, dents, stains, or discoloration occurring after delivery;
  • Damage caused by misuse, abuse, negligence, drops, impact, or improper handling;
  • Improper installation, operation, maintenance, cleaning, transport, or storage;
  • Water exposure beyond the product’s defined specifications;
  • Fire, flood, lightning, power surge, natural disaster, or other external causes;
  • Use of incompatible, modified, or non-compliant accessories;
  • Unauthorized modification, disassembly, or repair;
  • Removed, altered, or unreadable serial numbers;
  • Lost products or undelivered shipments;
  • Unauthorized reseller purchases;
  • Claims without valid proof of purchase; or
  • Claims submitted after the warranty period.

5. Delivery-Related Claims

Incorrect, damaged, incomplete, or visibly defective deliveries must be reported within 24 hours of delivery.

An unboxing video and supporting photos must be submitted. Once approved, the product must be returned within seven calendar days from the date of reporting, unless another deadline is provided.

6. Required Information

  • Official receipt, invoice, or order record;
  • Full name and contact information;
  • Order and delivery dates;
  • Product name and model;
  • Serial number, when applicable;
  • Complete description of the issue;
  • Photos and videos;
  • Complete address;
  • Amount paid and payment method; and
  • Store or platform where the product was purchased.

7. Claim Process

  1. Email shopeufy@gocommerce.asia.
  2. Submit the required documents and evidence.
  3. Complete the requested troubleshooting steps.
  4. Wait for approval and return instructions.
  5. Submit the product through the authorized store, pickup, or courier method.

8. Technical Assessment

The product will be evaluated to determine whether the issue is a manufacturing defect or was caused by misuse, damage, an external event, compatibility, installation, or normal operation.

Physical assessment normally takes approximately five to seven business days after receipt of the product. Complex cases may take longer. Shipping days are not included.

9. Warranty Remedies

For a valid claim, the normal resolution order is:

  1. Replacement with the same product, subject to availability;
  2. Replacement with an equivalent product;
  3. Refund when replacement is not feasible; or
  4. Another remedy agreed upon or required by law.

When a confirmed manufacturing defect is within warranty, and no replacement is available, a full refund based on the actual purchase price may be issued.

10. Repeated Failure

Refund approval may be considered when a product experiences a second or third confirmed failure following previous replacements. These cases are subject to management review.

11. Replacement Warranty

A replacement product will be covered for the remaining portion of the original warranty period or thirty days from replacement, whichever is longer, unless a longer period is required by law.

12. Data and Account Preparation

Before returning cameras, smart-home devices, scales, robot vacuums, locks, monitors, or connected products:

  • Back up information when applicable;
  • Remove the product from personal accounts when instructed;
  • Delete personal recordings or stored information when reasonably possible;
  • Remove memory cards and unrelated accessories; and
  • Perform a factory reset when requested.

13. Contact Us

Email: shopeufy@gocommerce.asia

All claims are subject to verification, technical assessment, stock availability, and applicable Philippine law.