Return/Exchange and Refund Policy
Return
We accept returns and exchanges of eligible items within 30 days after delivery, with valid proof of purchase.
To be eligible for a return, your item must be in the same condition as when you received it, unused and in its original packaging. You’ll also need the receipt or proof of purchase.
To initiate a return, please contact us at email: support@water.viomi.com. After your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without prior notice will not be accepted.
Any further return questions, please contact our support team.
Damages or Quality issues
Submission Window: ≤15 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: Free refunds/exchanges/repairs
Any 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: We’ll verify the issue and promptly send the correct or missing item(s), or offer a refund or exchange where applicable
Any Cost: 0
Change your mind or dissatisfaction with the product
Submission Window: ≤30 Days
What To Do:
Ensure the item is unused, unassembled, and 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: Process a refund or exchange once the item is received and inspected
Any Cost: 0
Exceptions / non-returnable items
The following items are non-returnable:
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 their product pages
Items that have been assembled, disassembled, or used
Exchanges
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.
Refunds
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 on 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 15 business days have passed since we’ve approved your refund, please contact us at support@water.viomi.com