Warranty & Return Policy

Thanks for purchasing at IMOU Store! Hope you enjoy our products. If you encounter quality problem with the product and wish to return or refund it, please read the following content carefully.

Unconditional Return within 30 Days

Undamaged products can be returned for refund to your original form of payment within 30 days of purchase. IMOU Protection Service cannot be returned or exchanged under any circumstances. The refund process will begin once the returned item arrives at IMOU’s warehouse for inspection. You are responsible for two-way shipping cost (€15 per order for smart camera and its accessories, which is deducted from the refund amount directly ）, if you would like to return the product. The refund amount will be transferred to your original payment method of this order in 3 business days after we have received your return and the return meets the following conditions below.

Buyer return & exchange note:

Return of the complete machine
Complete packaging is required when returning, and the inside of the packaging box needs to be filled to avoid product damage caused by logistics
For non-quality related warranty claims, buyer is responsible for two-way shipping cost(€15 per order for smart camera and its accessories, which is deducted from the refund amount directly or is charged before your exchange request is resent to you.)
Returns may be refused if the product does not meet the above specifications

Requests for refund under the 30-day money-back guarantee expire 30 days after filing a warranty claim. It is not possible to process a refund request for non-quality issues for items that have passed the 30-day window.

Warranty Eligibility

This Warranty Policy is only applicable to the purchaser who bought camera (except for accessories and IMOU Protect Service) in IMOU Store.

Your IMOU products are warranted for 2 years for free. Chargers are warranted for 3 months for free. The warranty period for every replacement is the same as the warranty period for the original faulty item, or three months following the replacement, whichever is longer. Products' warranties become invalid after a full refund.

Non-warranty scope

The part of malfunction or damage is accessories or IMOU Protect Service, except for chargers
The original product serial number label has been altered, replaced, torn or lost; Product model number and/or serial number of the product do not tally with the product
The warranty period has expired according to this Warranty Policy or the contract entered with the customer or if the proof of purchase is not provided
The malfunction or damage is caused by the failure of the user to use, maintain or take care of this product according to the user's manual
The malfunction ordamage is caused by the repairing conducted by an unauthorized repairing organization or personnel
The malfunction or damage is caused by accidents, force majeure or human reason
For non-quality related warranty claims, buyer is responsible for two-way shipping cost(€15 per order for smart camera and its accessories, which is deducted from the refund amount directly or is charged before your exchange request is resent to you.)
Dissatisfaction with the appearance of a refurbished product

If you ask for a warranty, you can contact us first and follow this process.

Return & Exchange Process

Buyer must provide sufficient proof of purchase.
IMOU must document what happens when buyers troubleshoot the product.
The defective item’s serial number and/or visible proof depicting the defect are required.
It may be necessary to return the item for quality inspection.
If you are required to return the defective product, IMOU will tell you the return address by Email or Online contact.
The refund amount will be transferred to your original payment method of this order in 3 business days after we have received your return and the return meets the following conditions above.
The exchange request will be resent to you before the appointed time which is negotiated by IMOU and you after we have received your request's parcel. The period is usually within 2 weeks.

Contact us

You can contact us by following three ways. Please remember to upload receipt or proof of purchase in IMOU Store. We will reply to you within 24 hours in business day.

Hot Line: +44 2037691477
Whatsapp Cellphone Number: + 31 06 38227132
Online Support: Imou Life App – Me – Support
Warranty e-mail: service.global@imou.com (after-sales problem)；imouofficialstore_cs@imou.com (IMOU Store order problem)

Buyers should bear the freight in the following situations

Returning products for any reason other than a proven defect
Warranty claims on items taken outside the original country of purchase
Buyer’saccidental returns
Returning personal items
Returning items claimed to have defects but found by IMOU quality control to be in working condition
Cost associated with unauthorized returns (any returns made outside of the approved warranty process)
IMOU will contact to you about how munch the fee is and how to pay for it.