Cancellation Policy

We strive to process all orders within 2 business days (excluding Saturdays, Sundays, and holidays). If you wish to cancel your order, please contact us promptly via email/phone/live chat within 2 business days. If your order has not been shipped yet, we will process your refund once we have received your request, please note: this may also take 1-2 business days.

Ways to get in touch:

Customer Service Phone:
1-855-696-0888(Tooll Free)
Customer Service Email:
support@switch-bot.com
Live Chat: SwitchBot WhatsApp
Customer Service Hours: Monday-Friday,  6:00 pm - 6:00 am PST (Except all major holidays)

If your order has already been shipped and you still need to cancel, we will attempt to have the designated courier return your order to us. However, this is on a case-by-case basis, and is not guaranteed.

If your order is successfully returned, we will process your refund within 1-2 business days from the return date.
If we are unable to recall your order, please refuse to accept it upon receipt. If we receive a product that has been opened, we cannot provide a full refund. Once your package is confirmed to be in transit back to us, we will process your refund within 1-2 business days.
Please note: Once we have processed your refund, your financial institution may require an additional 3-7 business days to process your refund.

Return and Refund Policy 

Last updated on April 25th, 2024

30-day Refund Guarantee

Within 30 days from shipping, undamaged products can be returned and refunded for any reason. Once your product is returned to our warehouse for inspection, the refund process will begin.

Non-quality related product issues.

• All returns must include all accessories and any promotional gifts that were included. If you only return a portion of the product(s), the refund amount will be offset against the refund amount based on the promotional price of the product.
• The item returned must be in its original packaging.
• For non-quality related and compatibility related issues with products such as SwitchBot Lock, Curtain, and Blind Tilt, the buyer will be responsible for any shipping costs incurred for warranty claims.
• For non-quality related warranty claims, we will refund the cost of the product itself.
• If any product does not meet the above requirements, a return/refund may be rejected.

Refund requests for non-quality issues cannot be processed for products with a validity period exceeding 30 days. For products that were not directly purchased through the SwitchBot online store, please contact your retailer to obtain a refund or make a warranty claim.

Quality related issues.

From the date of purchase, products purchased directly through our online store are eligible for a one-year warranty period. Before purchasing products such as SwitchBot Lock, SwitchBot Curtain, and SwitchBot Blind Tilt (which has high compatibility requirements), please ensure that the product you are purchasing is suitable for your needs before placing your order. If you proceed with the order despite confirming compatibility before purchase, we may not be able to provide a refund.

For warranty claims that are quality related, your product will be replaced with a new one and re-shipped. If for whatever reason it cannot be replaced, we will provide a partial refund based on the device's usage time.

Starting a claim.

• You must provide sufficient proof of purchase.
• We reserve the right to request a recording of the situations that occur when a buyer is troubleshooting a product.
• We will require the serial number of the defective product and/or visible evidence describing the defect.
• It may be necessary to return the product for quality inspection.
• For defective products that need to be returned to us, if the wrong product is returned, or if the defective product is not returned, the warranty for these replacement products will be invalidated.

Situations in which the shipping cost must be paid by the buyer.

• Returning a product for any reason other than confirmed defects.
• Unexpected returns.
• Returning personal items.
• Returning items claimed to be defective but found to be in working condition by us.
• Expenses related to unauthorized returns (any returns made outside of the approved warranty process).

Instances not covered by warranty.

• Products without sufficient proof of purchase.
• Lost or stolen items.
• Items beyond the given warranty period.
• Non-quality related issues after the 30-day refund period has ended.
• Free gifts.
• Items damage through third-party repair.
• Damage caused by external sources.
• Damage caused by misuse of product, including but not limited to: dropping, extreme temperature, water damage, improper operation.

We do not assume any responsibility for data loss caused by using our products or any personal items that may be sent to us be it intentional by the shipper or not.

When returning goods due to non-quality related issues, the buyer shall be responsible for any damage or loss that occurs during transportation. We do not provide refunds for items damaged during transportation due to non-quality related warranty claims.

Events and promotions.

If there is a refund for a purchase gift order during any event or promotion, and the refund amount exceeds 75% of your total order amount, the gift included in your order must also be returned. If it is not returned, the refund value for the gift included will be deducted based on the discounted price of the product during the promotion outlined.

Return and Refund Procedure

1. If you need to return or exchange a product due to the aforementioned circumstances, please provide the following information to contact us. We typically process return and exchange requests within 1-2 business days.

• Order number
• Reason for return/exchange
• Video/photo evidence

Please provide clear reasons and videos to help us with your return/exchange.

2. Once eligibility for return or exchange is confirmed, we will provide you with a return shipping address.

3. Customers must provide a tracking number when shipping products.

4. 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 accepts 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; (our warehouse is located in the United States), and we will deal with your return as fast as we can.