Front Door Security
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Refund policy
We hope you love your Aqara products. If you are not completely satisfied with your purchase, you may request a return or refund in accordance with the terms outlined below.
All returned items will be inspected upon receipt.
Please note that products purchased from resellers or platforms other than us.aqara.com may be subject to different return and refund policies. Please contact the respective seller directly for assistance.
This policy may vary depending on applicable local laws and regulations.
Order Cancellation & Modification
If you need to cancel your order or modify order details (including the shipping address), please contact Aqara Customer Support at contact@aqara.com within 24 hours of placing your order.
l Requests submitted after 24 hours cannot be guaranteed;
l Any costs incurred as a result (including but not limited to return shipping fees or order processing fees) may be borne by the customer.
About Order Cancellation or Address Modification:
l If your cancellation or modification request is successful, you will receive a confirmation email;
l If the request is unsuccessful and a tracking number has already been generated, you may contact the carrier directly to refuse delivery or request an address change;
l If the delivery refusal is successful, please contact us so we can assist with the refund or confirm the updated address;
l If the refusal is unsuccessful and the package has been delivered, you may still contact us to obtain a return address and proceed with the return process.
Important Notice:
Orders cannot be canceled or modified more than 30 days after shipment.
Return & Refund Policy
30-Day Return for Any Reason (Non-Quality-Related)
Within 30 days from the delivery date, you may request a return and refund for any reason, provided the product remains in good condition and does not affect resale value.
This does not apply to corporate purchases or bulk orders.
l The product must be undamaged;
l All accessories, manuals, and original packaging must be included;
l Any promotional gifts must be returned together with the product;
l For non-quality-related returns, return shipping costs are the customer’s responsibility;
l Returns requested after 30 days from delivery will not be accepted.
This policy applies only to products purchased directly from Aqara’s official online store.
Bulk Orders
Bulk orders generally refer to purchases made for commercial or non-personal use.
Bulk orders are not eligible for returns or refunds for non-quality-related reasons.
If a bulk order item is found to have a manufacturing defect, an exchange may be requested within 30 days from the delivery date.
Quality-Related Returns / Exchanges
If your product is defective or does not match your order:
l Please contact us within 30 days from the delivery date;
l Aqara will cover return or exchange shipping costs related to quality issues;
l The resolution will be handled in accordance with Aqara’s Warranty Policy.
Warranty Policy
Products purchased through Aqara’s official channels are covered by a limited warranty period, as specified on the product page or in the warranty documentation.
l Shipping costs related to quality issues are covered by Aqara;
l Aqara’s limited warranty is valid only in the country or region where the product was originally purchased;
l Warranty coverage may become void if the product is taken outside the original country or region of purchase.
For quality-related issues, Aqara may, at its discretion, provide one or more of the following solutions:
l Replacement of parts;
l Repair of the product;
l Replacement with a new or refurbished product (if available);
l If replacement is not possible, a partial refund may be issued based on the product’s usage time.
Replacement products are covered by the remaining warranty period of the original product or three (3) months from the replacement date, whichever is longer.
Once a product has been fully refunded, its warranty coverage is terminated.
Return & Refund Process
1. Contact Aqara Customer Support at contact@aqara.com to initiate a return or refund request;
2. Provide the following information:
l Order number;
l Reason for return or exchange;
l Relevant photos or videos (if applicable);
3. Once approved, we will provide you with a return shipping address;
4. Ship the product back and provide a valid tracking number;
5. Upon receipt, Aqara will begin the inspection process.
Inspection & Refund Timeline:
l Inspection typically takes 5–10 business days after the returned item is received;
l Refunds will be issued within 2 business days after inspection is completed;
l The time required for the refund to appear in your account depends on your bank or payment provider.
Return Acceptance Criteria
Acceptable Returns:
l Product functions normally;
l No obvious signs of use;
l All accessories and packaging are complete;
l Product condition does not affect resale.
Unacceptable Returns:
l Product damage or missing components;
l Obvious signs of use or physical damage caused by the customer;
l Severely damaged or missing original packaging;
l Returns submitted outside the eligible return period.
Aqara reserves the right to reject refunds for returned items that do not meet the above conditions.
Additional Notes
l Price adjustments, promotions, or markdowns do not qualify for price difference refunds;
l Aqara is not responsible for any data loss resulting from the use of its products;
l Please do not include personal items in return shipments, as Aqara is not responsible for recovering them.