Refund policy

Return & Refund Policy

Introduction

This Return & Refund Policy applies to all purchases made through the official website of Shenzhen HoweYi Technology Co., Ltd. (www.howeyi.com). We are committed to ensuring our customers are fully satisfied with their home security camera purchases. If you are not happy with your order, we will work with you to resolve the issue through a refund, exchange, or warranty claim, in line with the terms below. For shipping-related details, please refer to our Shipping Policy and Privacy Policy.

1. Eligibility for Returns & Refunds

To be eligible for a return or refund, your request must meet the following criteria:

• You must contact our support team within 30 calendar days of the delivery date of your order.
• The product must be unused, unopened, and in its original, undamaged retail packaging, with all included accessories, user manuals, and free gifts intact.
• For defective or damaged products upon delivery, you must provide clear photos or videos of the defect, damage, and original packaging within 7 calendar days of delivery.
• Products must be purchased directly from the official HoweYi website; purchases from third-party retailers or resellers are not covered under this policy.

2. Return Process

To initiate a return, follow these steps:

1. Contact our customer support team at support@howeyi.com with your order number, full name, and a clear explanation of the reason for your return.
2. Our support team will review your request within 24 business hours and provide you with a pre-approved return authorization (RA) number and return shipping address.
3. Pack the product securely in its original packaging, clearly mark the RA number on the outside of the package, and ship it back to the address provided.
4. You must provide us with a valid tracking number for the return shipment within 7 calendar days of receiving your RA number.

3. Refund Processing

• Once we receive and inspect your returned product, we will notify you of the approval or rejection of your refund within 5 business days.
• Approved refunds will be processed back to your original payment method within 7-10 business days. Processing times may vary depending on your payment provider’s policies.
• Original shipping fees are non-refundable for customer-initiated returns (change of mind, wrong purchase). Shipping fees will be fully refunded only if the return is due to our error (wrong product shipped, defective/damaged goods on arrival).
• International Returns: For cross-border orders, customers are responsible for all return shipping costs, taxes, and customs fees for non-defective returns. We cover all shipping and customs costs for returns due to product defects or our shipping errors.

4. Exchanges

We offer free exchanges for products that arrive defective, damaged, or if you received the wrong item. To request an exchange, follow the same return process outlined above, and clearly state that you are requesting an exchange in your initial email to our support team. Approved exchanges will be shipped out free of charge once we receive and inspect your returned product.

5. Warranty Claims

All HoweYi home security cameras come with a 2-year manufacturer warranty against defects in materials and workmanship, valid from the date of delivery. If your product experiences a covered defect within the warranty period:

• Contact our support team at support@howeyi.com with your order number, photos/videos of the defect, and a detailed description of the issue.
• We will review your claim within 48 business hours. Approved claims will be resolved with a free replacement product or full refund, at your option.
• We cover all return, reshipping, and international customs costs for valid warranty claims.

6. Non-Returnable Items

The following items are not eligible for return or refund:

• Products that have been used, installed, modified, or physically damaged due to misuse, accident, neglect, or unauthorized repair.
• Products returned without a valid RA number, or 30 days after the delivery date.
• Custom or personalized orders.

7. Contact Information