Refund Policy

Last updated: December 1, 2025

At Viomi, we follow a clear and customer-friendly return and refund policy.

Order Cancellations

If you wish to cancel an order, please contact our customer service team

1. If you contact us within 24 hours of purchase:
Since most orders ship the same day, kindly email us at contact support@ca.viomi.com or call us at (888)-308-0066 within 24 hours of placing the order. There will be no cancellation fees for standard items canceled before shipment. If the package has already been shipped, please return the package, and once we receive the package from you, we will issue a refund.

Please note that if you provide proof of cancellation within 24 hours of placing your order, we will waive the return shipping fees. If such proof is not provided, you will be responsible for the full return shipping costs. Thank you for your understanding.

2. If you contact us after 24 hours of purchase:
In such cases, you will need to bear the shipping fee if the package is already shipped (subject to our system status, not the order status).
The product must be damage-free, packed in the original packaging we sent to you, and returned with the original receipt of purchase.
We will process your refund after receiving the package.

30-Day Return Policy

You may request a return within 30 days of receiving your product.

To be eligible for a return:

• The item must be in its original condition, including all parts, accessories, manuals, and packaging materials.
• Products that are damaged due to misuse, unauthorized repair, or improper installation may not be eligible for return.

Returns Due to Product Issues

If your item arrives defective, damaged, or not functioning properly, we will provide:

• A free replacement, or
• A full refund

after verifying the issue.

Returns for Non-Quality Reasons

If you choose to return a product for reasons not related to quality issues (e.g., no longer needed, changed mind, not a fit for your home):

• You will be responsible for the return shipping cost.
• Refunds will be processed after the returned item is received and inspected.

Refund Processing

Once we receive and inspect your return:

• Refunds will be issued within 5 business days to your original payment method.
• Shipping fees are non-refundable unless the return is due to a product defect or our error.

Contact Us

If you have questions about returns or need assistance with your case, please reach out to us:

Email: support@ca.viomi.com
Phone: 1-888-308-0066