Refund policy
Return
We accept returns of eligible items within 30 days of delivery.
To be eligible for a return, your item must be unused, in the same condition as when you received it, and returned in its original packaging. A receipt or proof of purchase is also required.
To initiate a return, please contact us via email at eu.support@viomi.com or by phone at +44 844 704 2998. Once your return is approved, we will send you a prepaid return shipping label along with instructions on how and where to send your package.
Please note that items returned without prior authorization will not be accepted.
Detailed Scenarios
Damages or Quality Issues (Upon Delivery)
Submission Window: ≤ 30 Days
What To Do:
Provide your order number and a short description of the issue
Upload clear photos or videos showing the problem or packaging
Keep the original packaging in case it’s needed for verification
What We Offer: Return the order for a refund, exchange, or free repair*
Cost: 0
Quality Issues Within Warranty
Submission Window: within the warranty period
What To Do:
Provide your order number and a short description of the issue
Upload clear photos or videos showing the problem or packaging
Keep the original packaging in case it’s needed for verification
What We Offer: Free repair, replacement parts, or product exchange as applicable.
Cost: 0
Wrong Items / Missing Items
Submission Window: ≤ 15 Days
What To Do:
Provide your order number and a short description of the issue
For wrong items: upload photos showing the product received
For missing items: upload photos of the package and contents (if possible)
Keep the original packaging in case it’s needed for verification
What We Offer: Send the correct or missing item(s), offer a refund, refund, or exchange
Cost: 0
Change of Mind / Dissatisfaction
Submission Window: ≤ 30 Days
What To Do:
Ensure the item is in its original condition
Keep the original packaging (required for returns)
Submit your order number along with a brief reason for return
Upload photos or videos to confirm the item's condition
What We Offer: Refund or exchange after the returned item is received and inspected
Cost: 0
Exceptions – Non‑Returnable Items
The following items are not eligible for return:
Clearance or final sale items
Customized or made‑to‑order products
Gift cards
Items purchased offline or not listed on our website
Items labeled as “Non‑Returnable” on the product page
Items that have been assembled, disassembled, or used
Exchange
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Repair*
You are eligible to request a free repair if your issue falls under Damages or Quality Issues (Upon Delivery) or Quality Issues Within Warranty.
If you choose repair, we will arrange either on‑site service (where available) or carrier repair through our service center. We will need your shipping address and contact information to process your repair request.
Once the repair is successfully completed, your product warranty will be extended by 12 months from the date of completion, in accordance with the EU Right to Repair Directive (2024/1799).
To request a repair, please contact us at eu.support@viomi.com or call +44 844 704 2998.
Refund
We will notify you once we’ve received and inspected your return, and let you know if the refund has been approved or not. If approved, you’ll be automatically refunded to your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund. If more than 10 business days have passed since we’ve approved your refund, please contact us at eu.support@viomi.com.
Need Help?
If you have any questions about your return, please contact our support team at eu.support@viomi.com or call +44 844 704 2998. We're here to help.
Helpful tips:
Please keep the original outer packaging until you are fully satisfied with your purchase.
When submitting a claim, attaching clear photos or videos will significantly speed up our review process.