Refund policy

Return Policy and Limited Warranty Terms

Effective: July 26, 2023

  1. RETURN POLICY
  2. HOW TO INITIATE A RETURN
  3. LIMITED WARRANTY
  4. WHAT THE LIMITED WARRANTY DOES NOT COVER
  5. HOW TO INITIATE A WARRANTY CLAIM
  6. DISCLAIMER OF IMPLIED WARRANTIES AND RELEASE
  7. EXCLUSION OF CONSEQUENTIAL AND INCIDENTAL DAMAGES

The following Return Policy and Limited Warranty Terms apply to Wyze hardware products (the “Products”). These Return Policy and Limited Warranty Terms are in addition to, and not in lieu of, your rights and obligations under the Wyze Terms of Service (the “Standard Terms”) and the following Supplemental Terms that may apply to your use of the applicable Products or Services (the “Supplemental Terms”):

  1. Supplemental Terms for the Wyze Cam
  2. Supplemental Terms for Gift Cards
  3. Supplemental Terms for Cam Plus Services
  4. Supplemental Terms for Wyze SMS Program

The Standard Terms and the Supplemental Terms are incorporated by reference herein. If there is a conflict between the Return Policy and Limited Warranty Terms and the Standard Terms, the Return Policy and Limited Warranty Terms will control for that conflict. If there is a conflict between the Return Policy and Limited Warranty Terms and the Supplemental Terms, the Return Policy and Limited Warranty Terms will control for that conflict. Capitalized terms not defined in these Return Policy and Limited Warranty Terms have the meanings assigned to them in the Standard Terms or the Supplemental Terms. ​​If there is a conflict between this Return Policy and Limited Warranty Terms and mandatory requirements prescribed by law based on the location of purchase or your jurisdiction of residence, those mandatory legal requirements will prevail.

1. RETURN POLICY

Wyze hopes that you will be pleased with your Product. However, if for any reason you decide to return a Product that you purchased from https://global.wyze.com/ (the “Global Site”), you must notify Wyze and return the Product to us within thirty (30) days from the date the Product was purchased. Wyze will not accept returns of Products purchased from other retailers. Those Products are subject to that retailer’s return policies and Wyze disclaims any liability with respect to the return of such Products.

Additionally, Wyze will not accept a return if the Product

  • is not purchased from our Global Site
  • is not in its original condition with all original cords, adapters, documentation, accessories and packaging
  • is returned from outside of the country where the Product was originally shipped to by Wyze

Wyze does not take title to returned Products until the Product is received by Wyze. Once the Product you are returning has been received and processed, Wyze will, at its sole option, accept the return of the Product and refund the money actually paid by the original purchaser for the Product (i) to the payment method used by the purchaser, (ii) as a Global Site store credit, or (iii) as a Wyze gift card. If the returned Product was purchased with a Wyze gift card, Wyze will issue a Wyze gift card for the returned Product. For items given or received as a gift, Wyze will, at its sole option, issue (i) a refund to the payment method used by the purchaser, or (ii) issue Wyze Global Site credit (typically in the form of a Wyze gift card) to the original purchaser. The amount of the refund, Wyze store credit, or Wyze gift card, as applicable, will include the purchase price of the returned Product and any associated sales tax. Unless prohibited by law, any shipping and handling charges paid for the original purchase will not be refunded or credited.  Products purchased during special sale events may be non-returnable; please see the terms and conditions of the applicable sale for more information.

Please ensure that no personal property (other than the Product and, if applicable, its accessories) is included in the package you return to Wyze.  At no time will Wyze be responsible for any personal property that is sent to Wyze.

2. HOW TO INITIATE A RETURN

To initiate a Product return, please send an email to global@wyze.com with "Return" in the subject line, and in the body of the email, be sure to provide the order number or sales invoice provided by Wyze when the Product you wish to return was purchased, along with a brief explanation of why you wish to return the Product.

Once your return request is processed, Wyze will provide you with return instructions and a prepaid shipping label for returning the Product from the country where the Product was originally shipped to by Wyze. To be sure the Product arrives in its original condition, package and ship it using the label and instructions provided by Wyze. Ship the Product to Wyze with all cords, adapters, documentation, and accessories that came with the Product and the original packaging within 10 days of Wyze providing you with return instructions. Failure to do so may result in Wyze rejecting the return of the Product you are returning.

You will be informed by e-mail once Wyze receives and has processed your return. If, as reasonably determined by Wyze, a Product shipped to Wyze is ineligible for return, Wyze will not be responsible for returning the ineligible Product. Wyze has no obligations with respect to Products ineligible for return.

3. LIMITED WARRANTY

Except as set forth below, Wyze warrants to the original owner of the Product that the Product will be free from defects in materials and workmanship for a period of one (1) year from the date you purchased your Product from Wyze or an authorized retailer (the “General Product Warranty Period”).  Wyze warrants to the original purchaser of a refurbished Product purchased via the Wyze Refurbished Shop that the refurbished Product will be free from defects in materials and workmanship for a period of thirty (30) days from the date you purchased your refurbished Product from Wyze (the “Refurbished Product Product Warranty Period,” which together with the “General Product Warranty Period” are collectively referred to in this Policy as the “Warranty Period”). Wyze will, at its sole option, either (a) replace any defective Product or component, or (b) accept the return of the Product and refund the money actually paid by the original purchaser for the Product (i) to the payment method used by the purchaser, (ii) as a Wyze Global Site credit, or (iii) as a Wyze gift card. This warranty is not transferable and applies only to the original purchaser.

Replacements may be made with new or refurbished products or components, at Wyze’s sole discretion. Except for refurbished Product replacements, any replacement Product received by you will be covered by the Limited Warranty for the longer of (a) three months from the date of replacement or (b) the remaining applicable Warranty Period on the replaced Product. Any replacement Product received by you for a refurbished Product will be covered by the Limited Warranty for thirty (30) days from the date of replacement.

Please ensure that no personal property (other than the Product and, if applicable, its accessories) is included in the package you return to Wyze. At no time will Wyze be responsible for any personal property that is sent to Wyze.

4. WHAT THE LIMITED WARRANTY DOES NOT COVER

This Limited Warranty does not cover the following:

  • Products submitted after the expiration of the applicable Warranty Period
  • Products submitted without valid proof of purchase
  • Products returned from outside countries where the Global Site ships Products
  • Products purchased from unauthorized retailers
  • Products provided by Wyze or its designee for promotional purposes without charge
  • Products on which repairs have been attempted
  • Products damaged due to misuse, abuse, negligence, or other use not in accordance with the Product’s Quick Start Guide or other instructions provided by Wyze
  • Products that have been modified
  • Any personal property sent to Wyze

5. HOW TO INITIATE A WARRANTY CLAIM

To make a warranty claim, please send an email to global@wyze.com with "Tech Support" in the subject line, and in the body of the email, be sure to describe the Product that is the subject of the warranty claim, describe in detail the issue that you are experiencing with the Product, and provide valid proof of purchase. Valid proof of purchase is the order number or sales invoice you received when you purchased the Product from the Global Site.

Wyze may require you to return the Product in order to process your warranty claim. If you are required to return the Product, Wyze will provide you with a prepaid shipping label and return instructions, and you will comply with Wyze’s return shipping instructions. If, as reasonably determined by Wyze, a Product that is not eligible for a warranty claim is shipped to Wyze, Wyze will not be responsible for returning the Product. Wyze has no warranty obligations with respect to such returned Products.

6. DISCLAIMER OF IMPLIED WARRANTIES AND RELEASE

This limited warranty is the exclusive warranty given by Wyze. It supersedes any prior, contrary or additional representations, whether oral or written. No person, including agents and employees of Wyze, is authorized to give any further representation or warranty or assume any further obligation on behalf of Wyze, whether orally or in writing. WYZE HEREBY DISCLAIMS AND EXCLUDES ALL OTHER WARRANTIES, OBLIGATIONS OR LIABILITIES, EXPRESS OR IMPLIED, ARISING BY LAW OR OTHERWISE, WITH RESPECT TO ANY NONCONFORMANCE OR DEFECT IN THE PRODUCT, INCLUDING, BUT NOT LIMITED TO (A) ANY IMPLIED WARRANTY OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE; (B) ANY IMPLIED WARRANTY ARISING FROM COURSE OF PERFORMANCE, COURSE OF DEALING, OR USAGE OF TRADE; (C) ANY OBLIGATION, LIABILITY, RIGHT, CLAIM OR REMEDY IN TORT, WHETHER OR NOT ARISING FROM THE NEGLIGENCE OF THE WYZE OR THE MANUFACTURER. To the extent that the law requires any implied warranty, such implied warranty is limited to the duration of (a) the one (1) year express warranty given above for all new Products, and (b) the thirty (30) day express warranty given above for refurbished Products. This disclaimer and release shall apply even if the express warranty set forth above fails of its essential purpose.

Some jurisdictions do not allow limitations on how long an implied warranty lasts, so the above limitation may not apply to you.

7. EXCLUSION OF CONSEQUENTIAL AND INCIDENTAL DAMAGES

WYZE SHALL HAVE NO OBLIGATION OR LIABILITY, WHETHER ARISING IN CONTRACT (INCLUDING WARRANTY) TORT (INCLUDING NEGLIGENCE) OR OTHERWISE FOR ANY CONSEQUENTIAL OR INCIDENTAL DAMAGES ARISING OUT OF THE USE OF, OR INABILITY TO USE, THIS PRODUCT OR ARISING OUT OF ANY NONCONFORMITY OR DEFECT IN THE PRODUCT, OR DEFECT IN ANY SERVICE PROVIDED UNDER THE LIMITED WARRANTY. This exclusion applies even if Wyze has been advised of the possibility of such damages. This exclusion applies even if the above warranty fails of its essential purposes and regardless of whether such damages are sought for breach of warranty, breach of contract, negligence, or strict liability in tort or under any legal theory.

Some jurisdictions do not allow the exclusion or limitation of liability for consequential or incidental damages, so the above limitation may not apply to you.