Aqara Return & Refund Policy

We hope you love your product, but if you're not completely satisfied, you can request a return or refund under our Return & Refund Policy. All returned items will be inspected upon receipt.

Resellers, other than us.aqara.com, may offer their own policies. Please contact them directly for further information. Please note that the Return & Refund Policy may vary according to local laws and regulations.

1. Cancel or Modify Your Order

If you need to cancel your order or modify your shipping address information, please contact us via email (contact@aqara.com) within 12 hours of placing your order. If you contact us more than 12 hours after placing your order, we cannot guarantee the success of the cancellation or modification. In such cases, you may be responsible for any costs incurred, including return shipping fees and order processing fees.

About Order Cancellation or Address Modification:

  • If cancellation or modification is successful, you will receive an email notification to confirm.
  • If cancellation or modification is not successful, and you have already received an auto-generated tracking number, you may need to contact the courier directly to refuse acceptance or request address changes.
    • If refusal is successful, please contact us, and we will assist with the refund process or confirm the updated address as soon as possible.
    • If refusal is not successful, and you have already received your package but still wish to cancel your order, please contact us for a return address (which may differ from the original shipping address) and assistance with the return process.

Important Note: Orders cannot be canceled or modified more than 30 days after they are shipped.

2. Return & Refund Policy

30-Day Money-Back Guarantee for Any Reason

Undamaged products can be returned for a full refund, regardless of the reason, within 30 days of purchase, excluding Corporate purchases/bulk orders, which may not be refundable. (Note: Ordering more than 10 units of a product will be considered a bulk order.) Once the returned item arrives back in Aqara’s warehouse for inspection, the refund process will begin.

If 30 days have passed since your purchase, we cannot offer a refund or exchange. For purchases not made directly through Aqara’s online stores, please contact retailers for refunds.

Non-quality related product issues

  • Returns must include all accessories and any promotional gifts;
  • Items must include original packaging;
  • For non-quality-related warranty claims, the buyer is responsible for shipping costs；
  • For non-quality related warranty claims, Aqara refunds the cost of the product itself;
  • Returns may be rejected if product does not meet the above requirements.

 It is not possible to process a request for a refund for non-quality issues for items that have expired this 30-day window.

Quality related issues

Products purchased directly through our online store are eligible for a corresponding warranty period, as specified in our warranty policy. Any shipping costs incurred during the warranty process will be covered by Aqara.

Aqara’s limited warranty is restricted to the country of purchase. The limited warranty is void on items taken outside the country they were originally bought in

For quality-related warranty claims, Aqara will provide one or several of the following solutions, at Aqara's sole discretion:

  • assess the product type
  • provide replacement parts
  • repair the Product
  • exchange the Product with a factory refurbished unit if it's available
  • provide a brand-new unit

If for whatever reason it cannot be replaced, we will provide a partial refund based on the device's usage time.

 

Aqara is not liable for:

  • Loss of data incurred from use of Aqara products
  • Returning personal items sent to Aqara

Warranties on all replacements follow the same warranty period as the original defective item, or 3 months after replacement, whichever is longer. Warranties on products are void after having been fully refunded.

3. Return & Refund Procedure

  1. Contact Aqara Support at contact@aqara.com to start the return process. Please provide them with the following information. The support team typically processes return and exchange requests within 1-2 business days.
  • Order number
  • Reason for return/exchange
  • Video/photo evidence
  1. Once eligibility for return or exchange is confirmed, we will provide you with a return shipping address.
  2. Customers must provide a tracking number when shipping products.
  3. Once we receive the returned product and confirmed its condition, we will process your refund within 1-2 business days.

 

Please note: The time it takes for products to be sent back to our warehouse varies and may take up to as long as 1 month. Our warehouse processes returns every two weeks. If you find that your return has not been processed according to your expectations, we would ask that you please wait patiently;and we will deal with your return as fast as we can.