Returns & Refunds Policy

Terms and Conditions

Items directly purchased from www.switch-bot.com can be returned in 30-days for a full refund or exchanged under the following circumstances:

1. Missing, Damaged, or Wrong Items.

Please inspect your order as soon as you receive it. We always do our best to deliver your order in an efficient manner and strive to make sure your orders are complete and undamaged. If in the unlikely event your order is missing, incorrect, or damaged, please contact us immediately.

2. Malfunction or Serious Product Quality Issues.

Please read the Manual first before you set up and use your product. In the meantime, you can refer to the FAQ page of our official website or ask for assistance via “Feedback” via the SwitchBot App. If you have encountered malfunction or product quality issues that affect the use of your product, please contact us within 30 days of receipt of shipment.

*Note: Any item that is damaged through customer misuse or is missing parts due to customer tampering cannot be returned or refund.

In addition, if customers choose the wrong rail model subjectively, we would not provide any return or exchange service after this 30-day period has expired.

The following content should help solve some frequently asked questions regarding our refund policy.

How can I cancel my order?

You can cancel your order within 12 hours of order placement, if your order has been submitted for more than 12 hours it cannot be canceled unless it didn't be shipped out.

Note: Please allow us 24 hours to fully process orders, if you do not receive a tracking number in more than 72 hours please contact us at support@switch-bot.com. 

How do I return my product within the 30-day period?

If the packaging has not been opened, you can return the product(s) back to our warehouse (our warehouses are based in three locations: US, UK, and Europe）and we will process your return accordingly.

If for whatever reason you refused the parcel when it arrived when the package is received back in our warehouse we will start the refund process, please note: times may vary depending on logistics.

Note: For non-quality-related warranty claims, the buyer will be responsible for all shipping costs.

Return and Refund Procedure

​1. If you are looking to apply for a return or refund, please email the following information to support@switch-bot.com. 

• Order ID
• A description of the reason for your return
• A video/image that explains the issue
• Your name
• Your company (if applicable)
• Shipping address
• Phone number

2. If your request is approved, you will receive a confirmation email from us within 3 business days of your request.  

3. The products being returned must be returned in the same condition as originally provided to you (for example, free from liquid contamination or other physical and/or cosmetic damage). The original order ID, original packaging, and original accessories must be included. The items you return must be securely packaged to prevent loss or damage in transit.

The original Order ID and your return address should be clearly visible on the outside packaging. Postage must be pre-paid, and you must be able to track and confirm delivery to us. SwitchBot does not bear any in-transit risk of loss or damage to the items you return. If you send the products without a valid Order ID prominently displayed on the outside mail packaging, it may be returned to you unopened.

4. Processing refunds under our Return Policy.

Refunds will be issued in the currency of your original order. We are not liable for any transaction costs you incur associated with your refund. Refunds will be credited to your original form of payment. Please allow us up to 7 days after we receive your return to proceed your refund.

Please note:

Shipping and handling charges are non-refundable. You are also responsible for any shipping and handling fees associated with shipping products back to us. Unfortunately, no reimbursements can be made to you for such costs.

​ 

Exchange Procedure
1. If you are looking to exchange a product, please email the following information to support@switch-bot.com. 

• Order ID
• A description of the reason for your return/exchange
• Your name
• Your company (if applicable)
• Shipping address
• Phone number

You must specify in detail the reason for your exchange request. Any missing or inaccurate information may result in a delay or denial of your request.

2. If your request is approved, you will receive a confirmation email from us within 3 business days of your request. 

3. The products being returned must be returned in the same condition as originally provided to you (for example, free from liquid contamination or other physical/cosmetic damage). The original order ID, original packaging and original accessories must be included. The items you return must be securely packaged to prevent loss or damage in transit. The original Order ID and your return address should be clearly visible on the outside packaging. Postage must be pre-paid, and you must be able to track and confirm delivery to us. You bear all in-transit risk of loss or damage to the items you return. If you send the products without a valid Order ID prominently displayed on the outside mail packaging, it may be returned to you unopened.

4. Subject to availability and where applicable, replacement SwitchBot products will be shipped within 3 business days following our receipt of your return. SwitchBot will be responsible for the cost of shipping replacement products back to you.

… And here’s the small print.

1. SwitchBot reserves the right to modify, suspend, or terminate this Return Policy at our discretion. Any change to this Policy applies to orders placed after modifications get posted.

2. Kickstarter or Indiegogo backers should note that separate criteria apply according to the Kickstarter/Indiegogo Terms of Use.

3. If your request does not meet all of the above criteria but you still want to make a request, please contact us at support@switch-bot.com or via the “Feedback” section on the SwitchBotapp. Under certain circumstances, and at our discretion, we may still be able to proceed with your request.