Terms of service

Last Updated: September 8, 2026

OVERVIEW

Welcome to VIOMI. The terms “we,” “us,” and “our” refer to MERTIGER LIMITED. MERTIGER LIMITED operates this store and website, including all related information, content, features, tools, products, and services provided to you through the VIOMI online store (collectively, the “Services”).

VIOMI is powered by Shopify, which enables us to provide the Services to you.

These Terms of Service, together with any policies referenced herein (collectively, the “Terms”), describe your rights and responsibilities when you use the Services or purchase products from us.

Please read these Terms carefully before using our Services or placing an order. They contain important information regarding your use of our website, purchases, returns, warranties, limitations of liability, and other legal matters.

By visiting, interacting with, or using our Services, you agree to be bound by these Terms and our Privacy Policy. If you do not agree with these Terms or our Privacy Policy, you should not use or access the Services.

Nothing in these Terms affects or limits any mandatory rights you may have as a consumer under applicable law.

These Terms apply to customers purchasing products for personal, non-commercial use in the United Kingdom and Germany.

SECTION 1 – ACCESS AND ACCOUNT

You may use our Services only if you are legally permitted to enter into a binding agreement under the laws applicable to you.

When using our Services, including browsing our online store or purchasing products, you may be asked to provide certain information, such as your name, email address, billing information, payment information, and shipping information.

You agree that the information you provide is accurate, current, and complete, and that you have the necessary rights to provide such information.

If you create an account, you are responsible for maintaining the confidentiality of your account credentials and for activities carried out through your account.

You may not transfer, sell, assign, or otherwise make your account available to another person.

We reserve the right to suspend or terminate an account where reasonably necessary to protect our Services, customers, business, or third parties, or where you have materially violated these Terms.

SECTION 2 – OUR PRODUCTS

We make reasonable efforts to provide accurate information about our products, including product descriptions, specifications, dimensions, images, colors, and features.

However, the actual appearance of a product may differ slightly from images displayed on your screen due to your device, display settings, lighting, photography, or other technical factors.

Product information and specifications may be updated from time to time to reflect product improvements or changes.

We reserve the right to discontinue products or limit product quantities where reasonably necessary.

Any product information displayed on our website does not limit your statutory consumer rights.

SECTION 3 – ORDERS

When you place an order through our website, you are making an offer to purchase the selected products.

After submitting an order, you will receive an email acknowledging receipt of your order.

Receipt of an order confirmation does not necessarily mean that your order has been accepted. A contract is formed when we accept your order in accordance with applicable law.

We reserve the right to refuse or cancel an order where reasonably necessary, including in circumstances involving:

Product availability;
Pricing or product information errors;
Suspected fraud or unauthorized transactions;
Incorrect billing or shipping information;
Technical or system errors; or
Orders placed for commercial resale where such sales are not permitted.

If we cancel an order after you have made payment, we will refund the amount paid for the cancelled products.

You represent that products purchased through our website are for your personal or household use and are not purchased for unauthorized commercial resale.

Your statutory cancellation, withdrawal, return, repair, replacement, and refund rights are not affected by this section.

SECTION 4 – PRICES AND BILLING

Prices, discounts, and promotions may change from time to time.

The price applicable to your order will be the price displayed at the time you place the order, unless there is an obvious pricing error or otherwise required by applicable law.

Applicable taxes, including VAT, will be displayed or otherwise accounted for as required by applicable law.

For customers purchasing in Germany, the applicable German VAT requirements apply.

Germany VAT Number: DE457315467

For customers purchasing in the United Kingdom, the applicable UK VAT requirements apply.

UK VAT Number: 500787501

Any applicable delivery charges will be displayed before you complete your purchase.

Promotional offers may be subject to additional terms and conditions. If there is a conflict between a specific promotional offer and these Terms, the specific promotional terms will apply to that promotion.

You agree to provide accurate payment and billing information and to promptly update any information necessary to complete your transaction.

By submitting payment information, you represent that you are authorized to use the selected payment method.

SECTION 5 – SHIPPING AND DELIVERY

We will provide available delivery options and applicable delivery charges during the checkout process or through our shipping information.

Estimated delivery times are provided for guidance and may be affected by circumstances outside our reasonable control.

We will make reasonable efforts to deliver your order within the applicable delivery period.

If a delivery is delayed, we will take reasonable steps to assist you.

If your order arrives damaged, incomplete, or incorrect, please contact us as soon as reasonably possible.

Nothing in these Terms limits any statutory rights you may have regarding delivery.

SECTION 6 – INTELLECTUAL PROPERTY

The Services and their content, including but not limited to trademarks, logos, product names, text, images, graphics, videos, audio, product reviews, website design, software, and the selection and arrangement of such materials, are owned by MERTIGER LIMITED, VIOMI, our affiliates, or our licensors and are protected by applicable intellectual property laws.

These Terms permit you to use the Services for your personal, non-commercial purposes.

You may not, without our prior written permission:

Reproduce or copy substantial portions of the Services;
Distribute or commercially exploit our content;
Modify or create derivative works from our content;
Publicly display or perform our content;
Use our trademarks or logos for commercial purposes; or
Systematically extract or collect website content.

VIOMI and related names, logos, product names, designs, and slogans are trademarks of VIOMI, MERTIGER LIMITED, their affiliates, or licensors, as applicable.

Shopify and its related trademarks belong to Shopify.

All other trademarks appearing on the Services belong to their respective owners.

Nothing in these Terms grants you any ownership interest or license in our intellectual property except as expressly stated.

SECTION 7 – OPTIONAL TOOLS

We may provide access to third-party tools or services as part of the Services.

Such tools may include payment services, analytics services, customer-support tools, delivery services, or other third-party functionality.

We do not necessarily monitor or control third-party tools.

Your use of third-party tools may also be subject to the third party’s own terms and policies.

Where permitted by applicable law, third-party tools are provided subject to the terms and availability of the relevant third-party provider.

We may introduce new features, services, tools, or resources in the future. Any such features will form part of the Services and will generally be subject to these Terms unless separate terms apply.

SECTION 8 – THIRD-PARTY LINKS

The Services may contain links to websites or services operated by third parties.

These links are provided for convenience and do not necessarily constitute an endorsement by VIOMI.

We are not responsible for third-party websites, their content, availability, security, privacy practices, or terms.

If you choose to access a third-party website or service, you do so subject to the applicable third party’s terms and policies.

Questions or complaints regarding third-party products or services should generally be directed to the relevant third-party provider.

SECTION 9 – RELATIONSHIP WITH SHOPIFY

MERTIGER LIMITED is powered by Shopify, which enables us to provide the Services to you.

However, any sales and purchases you make through our online store are made directly with MERTIGER LIMITED.

By using the Services, you acknowledge and agree that Shopify is not responsible for any aspect of the sales transaction between you and MERTIGER LIMITED, including any injury, damage, or loss resulting from products purchased from us.

To the extent permitted by applicable law, you release Shopify and its affiliates from claims, damages, and liabilities arising from or related to your purchases and transactions with MERTIGER LIMITED.

Nothing in this section affects any rights you may have against MERTIGER LIMITED or any rights that cannot legally be excluded.

SECTION 10 – PRIVACY POLICY

Personal information collected through the Services is handled in accordance with our Privacy Policy.

Our Privacy Policy explains how we collect, use, disclose, store, and otherwise process personal information.

Because our Services are hosted by Shopify, Shopify may process personal information relating to your use of the Services as necessary to provide its platform services.

Personal information may also be processed by third-party service providers that assist us with payment processing, delivery, customer service, fraud prevention, analytics, and other business operations.

Please review our Privacy Policy for further information about how personal information is handled.

SECTION 11 – FEEDBACK AND REVIEWS

If you submit, upload, post, email, or otherwise provide ideas, suggestions, reviews, photographs, videos, proposals, or other content to us (“Feedback”), you remain responsible for the content you provide.

You represent and warrant that:

You own or have the necessary rights to submit the Feedback;
The Feedback does not infringe the rights of another person;
The Feedback does not contain unlawful, fraudulent, defamatory, or misleading material; and
The Feedback does not contain malicious software or other harmful code.

By submitting Feedback, you grant us a non-exclusive, worldwide, royalty-free license to use, reproduce, modify, publish, display, and distribute the Feedback for purposes related to operating, improving, and promoting our Services and products, subject to applicable law.

We are not required to maintain Feedback in confidence, pay compensation for Feedback, or respond to Feedback.

We may remove or decline to publish Feedback where reasonably necessary, including where it violates applicable law, these Terms, or the rights of another person.

SECTION 12 – ERRORS, INACCURACIES AND OMISSIONS

There may occasionally be information on the Services containing typographical errors, inaccuracies, or omissions relating to product descriptions, prices, promotions, offers, shipping charges, delivery times, or availability.

We reserve the right to correct errors and update information.

If an error materially affects an order that you have already placed, we will take reasonable steps to notify you and, where required by applicable law, provide you with the option to cancel the affected order.

Nothing in this section limits your statutory consumer rights.

SECTION 13 – PROHIBITED USES

You may use the Services only for lawful purposes.

You must not use the Services:

For any unlawful, fraudulent, or malicious purpose;
To violate applicable laws or regulations;
To infringe our intellectual property rights or the rights of others;
To harass, abuse, threaten, or harm other persons;
To submit false or misleading information;
To transmit malware, viruses, or other harmful code;
To impersonate another person or entity;
To interfere with the operation or security of the Services;
To collect personal information belonging to others without authorization;
To engage in spam, phishing, or similar activities;
To circumvent security or access-control measures; or
To use automated systems, scraping tools, bots, or similar technologies to access or extract substantial website content in a manner that is not authorized.

We may suspend or terminate access to the Services where reasonably necessary if we determine that these Terms have been materially violated.

Nothing in this section prevents lawful uses of the Services, including uses permitted by applicable law.

SECTION 14 – AGENTS

This section applies if you use, allow, enable, or cause the deployment of an automated or semi-automated software agent (“Agent”) to access, use, or interact with the Services.

Agents may not access or interact with the Services where we have technically restricted such access or expressly requested that the Agent refrain from doing so.

We may use technical measures to limit or control automated access to the Services.

Where an Agent accesses our Services, it must:

Identify itself accurately where technically applicable;
Not misrepresent automated activity as human activity;
Not circumvent CAPTCHA or other security measures;
Not bypass technical restrictions designed to control automated access; and
Comply with applicable laws and these Terms.

SECTION 15 – TERMINATION

We may suspend or terminate your access to the Services where reasonably necessary, including if you materially breach these Terms or engage in unlawful, fraudulent, abusive, or harmful activity.

Termination of access to the Services does not affect rights or obligations that arose before termination.

Any provisions that by their nature should continue after termination will remain effective, including provisions concerning intellectual property, Feedback, liability, dispute resolution, and other applicable rights and obligations.

Nothing in this section affects any statutory consumer rights relating to products already purchased.

SECTION 16 – STATUTORY CONSUMER RIGHTS AND LEGAL GUARANTEE

Nothing in these Terms excludes, restricts, or replaces your mandatory statutory consumer rights.

For customers in Germany, consumers have statutory rights in relation to goods that are defective or do not conform to the sales contract. These rights include statutory remedies relating to repair, replacement, price reduction, cancellation, or refund where applicable under German and EU consumer law.

For applicable EU/EEA consumer purchases, consumers generally benefit from a minimum two-year legal guarantee for goods, subject to applicable law and specific circumstances.

For customers in the United Kingdom, consumers have statutory rights under applicable UK consumer protection law, including rights relating to goods that are not of satisfactory quality, fit for purpose, or as described.

These statutory rights are separate from and in addition to any commercial warranty offered by VIOMI.

Where applicable law provides greater protection than these Terms, the applicable law will prevail.

SECTION 17 – VIOMI LIMITED COMMERCIAL WARRANTY

In addition to your statutory consumer rights, VIOMI provides a 2-year limited commercial warranty for eligible products.

The commercial warranty covers defects in materials and workmanship occurring during the applicable warranty period, subject to the terms of the applicable warranty policy.

During the commercial warranty period, VIOMI may, depending on the circumstances:

Repair the product;
Provide replacement parts;
Replace the product with an equivalent or comparable product; or
Provide a refund where appropriate.

The remedy provided may depend on the nature of the issue, product availability, and applicable law.

This commercial warranty is provided in addition to and does not replace, reduce, or limit your statutory consumer rights.

SECTION 18 – ADDITIONAL 6-MONTH WARRANTY REGISTRATION

Eligible VIOMI products may qualify for an additional 6 months of commercial warranty coverage when the product is registered in accordance with the applicable product registration requirements.

Eligible customers may therefore receive:

2 years of standard warranty + 6 additional months = up to 2.5 years of warranty protection.

To receive the additional 6 months, product registration must be completed within the applicable registration period and in accordance with the registration requirements communicated by VIOMI.

The additional 6-month warranty is a commercial benefit and does not affect any statutory consumer rights.

If specific eligibility, registration, or coverage conditions apply to a particular product, those conditions will be communicated on the applicable product registration page or warranty documentation.

SECTION 19 – WARRANTY EXCLUSIONS

The VIOMI commercial warranty generally does not cover damage or defects caused by:

Normal wear and tear;
Cosmetic damage that does not affect functionality;
Accident, misuse, abuse, or negligence;
Failure to follow the product instructions or user manual;
Improper installation or maintenance;
Unauthorized modification or repair;
Use of incompatible accessories or components;
Damage caused by external events beyond normal product use;
Altered, removed, or illegible product identification information;
Commercial or rental use where the product is intended for household use.

These exclusions apply only to the extent permitted by applicable law.

They do not affect your statutory consumer rights.

SECTION 20 – PRODUCT REPAIRS

If a product develops a qualifying defect, VIOMI may provide repair services where appropriate.

Depending on the product and the nature of the issue, repairs may be handled through an authorized service center, carrier-based service process, or another appropriate service method.

Where a repair is provided under the commercial warranty, VIOMI will provide reasonable instructions for the repair process.

Nothing in this section limits any statutory right to repair, replacement, price reduction, cancellation, refund, or other remedy available under applicable law.

SECTION 21 – RETURNS AND REFUNDS

Our return and refund procedures are described in our Refund Policy.

In addition to applicable statutory withdrawal and cancellation rights, VIOMI provides eligible customers with a 30-day voluntary return period.

You may request a return within 30 days of delivery, subject to the applicable conditions of our Refund Policy.

For eligible returns under our 30-day voluntary return policy:

VIOMI covers the applicable return shipping costs.

For statutory withdrawals, the applicable statutory rules regarding return shipping costs and refunds will apply.

Nothing in our Refund Policy or these Terms limits your statutory consumer rights.

SECTION 22 – DISCLAIMER OF WARRANTIES

Nothing in these Terms excludes or limits statutory warranties, legal guarantees, consumer rights, or other protections that cannot legally be excluded or limited.

To the extent permitted by applicable law, we do not guarantee that access to the Services will always be uninterrupted, timely, secure, or error-free.

Information provided through the Services is intended for general informational purposes.

However, nothing in this section limits any express product warranty provided by VIOMI or any mandatory statutory rights relating to products purchased from us.

SECTION 23 – LIMITATION OF LIABILITY

Nothing in these Terms excludes or limits liability that cannot legally be excluded or limited.

This includes, where applicable, liability for:

Death or personal injury caused by negligence;
Fraud or fraudulent misrepresentation;
Breach of mandatory consumer rights;
Product liability;
Intentional misconduct or gross negligence where liability cannot legally be excluded; or
Any other liability that cannot legally be excluded or limited.

To the fullest extent permitted by applicable law, VIOMI will not be liable for indirect or consequential losses that are not reasonably foreseeable and do not arise from a liability that cannot legally be excluded.

Nothing in this section affects your statutory consumer rights.

SECTION 24 – INDEMNIFICATION

This section applies primarily to users acting outside the scope of ordinary consumer use.

To the extent permitted by applicable law, if you use the Services unlawfully or materially breach these Terms and your conduct causes a third-party claim against MERTIGER LIMITED or VIOMI, you may be responsible for losses that directly result from your unlawful conduct or material breach.

This section does not impose obligations on consumers that are prohibited by applicable consumer protection law.

SECTION 25 – SEVERABILITY

If any provision of these Terms is determined to be unlawful, invalid, or unenforceable, that provision will be modified or interpreted to the extent necessary to make it enforceable where legally permitted.

If it cannot be made enforceable, the affected provision will be treated as severed to the extent necessary.

The remaining provisions will continue to apply.

SECTION 26 – WAIVER; ENTIRE AGREEMENT

Our failure to enforce any provision of these Terms does not constitute a waiver of that provision or our right to enforce it later.

These Terms, together with the policies and documents expressly incorporated into them, constitute the agreement governing your use of the Services and your purchases from us, subject to any mandatory rights provided by applicable law.

If there is a conflict between these Terms and mandatory consumer protection law, the applicable law will prevail.

SECTION 27 – ASSIGNMENT

You may not transfer or assign your rights or obligations under these Terms where doing so would be inconsistent with applicable law or without our consent where consent is required.

We may transfer or assign our rights and obligations under these Terms as part of a business transfer, restructuring, merger, acquisition, or similar transaction, provided that doing so does not unlawfully affect your rights as a consumer.

SECTION 28 – GOVERNING LAW AND CONSUMER RIGHTS

These Terms are governed by the laws applicable to your purchase, subject to mandatory consumer protection laws.

If you are a consumer residing in Germany, nothing in these Terms deprives you of the mandatory protections provided by German and applicable EU law.

If you are a consumer residing in the United Kingdom, nothing in these Terms deprives you of the mandatory protections provided by applicable UK consumer law.

Any mandatory rights concerning applicable courts, jurisdiction, dispute resolution, or consumer protection remain unaffected.

Nothing in these Terms is intended to prevent you from relying on mandatory consumer protection laws applicable in your country of residence.

SECTION 29 – CHANGES TO THESE TERMS

You can review the most current version of these Terms at any time on this page.

We may update these Terms from time to time to reflect changes to our Services, products, business practices, or applicable legal requirements.

Any updated version will be posted on this page with a revised “Last Updated” date.

Changes will not retroactively affect orders or rights that have already arisen unless required or permitted by applicable law.

Where required by law, we will provide appropriate notice of material changes.

SECTION 30 – CONTACT INFORMATION

Questions about these Terms of Service should be sent to:

MERTIGER LIMITED

Store Address:
MERTIGER LIMITED
61 Chatham Road South
2/F S098 ROOM
Tsim Sha Tsui, Kowloon
Hong Kong SAR

Company Registration Number:
76930889-000-08-25-7

Germany VAT Number:
DE457315467

UK VAT Number:
500787501

Customer Support:
Email: eu.support@viomi.com
Phone: +44 844 704 2998

Website:
VIOMI

Last Updated: September 8, 2026