You’ve ordered a eufy camera, video doorbell or alarm system and wish to make a return? This page guides you through the various steps and applicable conditions.
Understanding How We Work
The role of eufy.lu
eufy.lu is an information and recommendation platform. We do not sell eufy Security products directly. When you make a purchase through our links, the transaction is handled by our commercial partners who manage:
- Order processing and payment
- Dispatch and delivery
- Customer service and returns
- Any refunds due
For all return requests, please contact the seller where you made your purchase directly.
Our support
Although we do not manage transactions, our team can advise you:
- 📧 Contact: contact@eufy.lu
- ⏱️ Response: within 48 business hours
Your Rights in the UK
Statutory cancellation period
Under UK consumer law, you have a period of 14 calendar days after receipt to change your mind about your purchase. This right can be exercised without giving any particular reason.
Situations covered:
- The eufy camera doesn’t meet your expectations
- You selected the wrong video doorbell model
- Your installation plans have changed
- Simple change of mind
Extended protection for faulty goods
Beyond the cancellation period, you benefit from additional protections:
- 30 days: short-term right to reject faulty goods for a full refund
- 6 months: presumption that faults were present at delivery (burden of proof on seller)
- 6 years: long-term right to repair or replacement (England, Wales, Northern Ireland)
- 5 years: long-term right in Scotland
- Anker manufacturer warranty: typically 2 years (some products up to 3 years)
Standard Returns Procedure
Step one: Contact the seller
Go to the website where you placed your order and access your customer account. Most platforms offer:
- A “Return item” button directly on the order
- A dedicated contact form for returns
- Live chat or telephone support
Information to prepare:
- Order number
- Product reference of the eufy item concerned
- Reason for return (fault, cancellation, error…)
- Photographs if the product is damaged
Step two: Obtain authorisation
The seller will provide you with:
- A returns authorisation number (RMA)
- A returns label (prepaid or not, depending on the case)
- Packaging instructions
- The returns address
Step three: Prepare the parcel
To ensure your return is accepted:
- ✅ Place the product back in its original packaging if possible
- ✅ Include all accessories (cables, mounts, screws, documentation)
- ✅ For eufyCam kits: don’t forget the HomeBase and all elements
- ✅ Protect the original box with outer packaging
- ✅ Enclose a copy of the invoice or returns slip
Step four: Send
Drop off your parcel according to the seller’s instructions:
- Post Office or indicated collection point
- Home collection if offered
- Courier indicated on the label
Important: Keep your proof of postage and tracking number carefully until the refund is confirmed.
Expected Product Condition
Acceptance criteria
To be accepted as a return, your eufy Security equipment must generally meet the following conditions:
| Criterion | Requirement |
|---|---|
| Use | Not installed or only briefly tested |
| Packaging | Original box present and in good condition |
| Accessories | All elements included (cables, fixings, guides) |
| Visual condition | No scratches, marks or signs of wear |
| Data | eufy account unlinked, factory reset performed |
eufy product specifics
Cameras and video doorbells:
- Remove any personal microSD card
- Unlink the device from the eufy Security app
- Reset to factory settings
Kits with HomeBase:
- Return the complete kit (base + cameras)
- Delete your stored recordings
- Include all power and Ethernet cables
Solar panels:
- Return with the connection cable
- Check for signs of outdoor installation
Cost Allocation
Return at the seller’s expense
| Situation | Return costs | Replacement shipping |
|---|---|---|
| Faulty product on receipt | ✅ Free | ✅ Free |
| Wrong item delivered | ✅ Free | ✅ Free |
| Fault under warranty | ✅ Free | ✅ Free |
| Exchange for different model | ✅ Free* | ✅ Free* |
*Subject to seller’s policy
Return at your expense
| Situation | Return costs |
|---|---|
| Cancellation (change of mind) | ❌ At your expense |
| Product doesn’t suit your needs | ❌ At your expense |
Tip: For eufy equipment valued over £100, we recommend using tracked and insured delivery.
Processing Times
Typical timeline of a return
| Stage | Estimated duration |
|---|---|
| Transit to warehouse | 3 to 7 working days |
| Inspection and approval | 2 to 4 working days |
| Refund processing | 1 to 3 working days |
| Credit to your bank account | 3 to 5 working days |
Estimated total duration: 10 to 20 working days depending on the seller and your location.
Amounts refunded
The refund typically includes:
- ✅ Purchase price of the eufy product
- ✅ Original delivery costs (only if faulty)
- ❌ Return postage costs (unless fault or seller error)
Warranty on eufy Products
Standard coverage
Your eufy Security equipment benefits from multiple protections:
Consumer Rights Act 2015:
- Products must be of satisfactory quality
- Products must be fit for purpose
- Products must match their description
- 30-day right to reject for full refund
- Right to repair or replacement within 6 years (5 in Scotland)
Anker Innovations manufacturer warranty:
- Typically 24 months
- Some product ranges up to 36 months
- Handled via support@eufylife.com
What is covered
- ✅ Spontaneous electronic faults
- ✅ Sensor defects (night vision, motion detection)
- ✅ Battery problems (insufficient capacity)
- ✅ Wi-Fi connectivity issues
- ✅ Audio defects (microphone, speaker)
What is not covered
- ❌ Weather damage (if installation not compliant)
- ❌ Drops or impacts
- ❌ Use not in accordance with the manual
- ❌ Unauthorised modifications or repairs
- ❌ Normal wear of components (battery after 2+ years)
Special Cases
Product damaged on delivery
If your eufy camera or video doorbell arrives damaged:
- Document immediately: photograph packaging and product from all angles
- Report within 48 hours to the seller’s customer service
- Don’t throw anything away: keep box and protective materials
- Wait for instructions before returning
In this case, return and replacement are fully covered.
Order never received
If your eufy parcel doesn’t arrive:
- Check the tracking status on the courier’s website
- Wait until the stated maximum delivery date
- Contact the seller if there’s no update after this date
- Refund usually processed within 7 days
Ordering error on your part
You ordered a eufyCam 2 Pro instead of a eufyCam 3?
- The 14-day cancellation right applies
- Return postage costs are your responsibility
- The product must be in its original condition
Frequently Asked Questions
❓ Can I return a eufy camera after installing it?
If you have only tested the product without installing it permanently, return within the 14-day period is still possible. However, a camera mounted outdoors with drill marks or signs of weathering will likely be refused.
❓ My HomeBase is faulty, do I need to return the whole kit?
Contact eufy support first (support@eufylife.com) who can diagnose the problem. Often only the faulty element needs to be returned. The seller will advise you on the next steps.
❓ I’ve lost the original packaging, can I still return?
This depends on the seller and the reason. For a faulty product, the return is usually accepted even without the box. For a simple cancellation, missing packaging may result in refusal or a deduction from the refund.
❓ My eufy solar panel isn’t charging properly anymore, what should I do?
First check the orientation and cleanliness of the panel. If the problem persists, contact eufy support for a diagnosis. If it’s a fault covered by warranty, you’ll receive a replacement.
❓ How long until I receive my refund?
Allow on average 10 to 20 working days between sending your return and the credit appearing in your account. This timeframe includes transit, inspection and bank processing.
❓ The seller is refusing my return, what can I do?
If you believe your request is legitimate:
- Request a written explanation of the refusal
- Check that you meet the conditions (timeframe, condition)
- Contact the platform’s mediation service if available
- As a last resort, contact Citizens Advice or Trading Standards
Important Recommendations
Before purchasing
- 📋 Check the specifications (resolution, field of view, compatibility)
- 📏 Measure the planned installation location
- 📶 Ensure sufficient Wi-Fi range
- 🔌 Confirm the availability of a power socket if needed
On receipt
- 📦 Inspect the packaging before opening
- 📸 Photograph any visible damage
- ✅ Check the contents against the accessory list
- 🧪 Test the product before final installation
For a successful return
- 📝 Keep all documents (invoice, emails)
- 📦 Keep the original packaging for at least 14 days
- 🔄 Unlink the product from your eufy account
- 📬 Use tracked delivery for valuable items
Legal Framework
This policy complies with UK regulations:
- ✅ Consumer Rights Act 2015: core statutory rights for goods
- ✅ Consumer Contracts Regulations 2013: 14-day cancellation right
- ✅ UK GDPR & Data Protection Act 2018: protection of your personal data
- ✅ Sale of Goods Act 1979 (as amended): additional protections
- ✅ Applicable laws of England, Wales, Scotland and Northern Ireland
Contact
For general questions about eufy products:
- 📧 Email: contact@eufy.lu
- ⏱️ Response time: 24-48 business hours
For official eufy technical support:
- 📧 Email: support@eufylife.com
- 🌐 Website: eufy.com/uk/support
UK consumer advice:
- 🌐 Citizens Advice: citizensadvice.org.uk
- 📞 Consumer helpline: 0808 223 1133
Please note: For all return or refund requests, please contact the seller where you made your purchase directly. eufy.lu does not manage commercial transactions.
Last updated: 18 December 2025
The information on this page is provided as a guide. The exact return and refund conditions depend on the seller from whom you made your purchase.