Refund Policy

At Wyze, we want you to feel confident in choosing our smart home security devices—whether it’s a 1080p indoor cam or a 4K wireless outdoor unit. Our refund policy is designed to be fair, transparent, and hassle-free, matching the reliability of our products and our commitment to affordable, premium home security. Below’s everything you need to know about returns, refunds, and exchanges.

1. Refund Eligibility

To qualify for a full refund, your Wyze devices must meet these clear criteria (tailored to smart security product standards):
  • Timeframe: Initiate the return within 60 days of delivery (tracked via your order’s delivery confirmation).
  • Device Condition: Items must be unused, undamaged, and in their original state:
    • No signs of use (e.g., unactivated firmware, no network pairing history, intact camera lenses and sensors).
    • All packaging, accessories (mounts, cables, batteries), user manuals, and product tags are complete and unaltered.
    • No physical damage (scratches, dents, or water damage) from handling or improper storage.
  • Proof of Purchase: Valid order number (found in confirmation emails) or receipt is required.
  • Customized/Modified Devices: Only eligible for a refund if the customization/modification contains an error from Wyze (e.g., incorrect model number engraved on the device)—we cannot refund changes of mind for personalized items.

2. How to Start a Return (3 Simple Steps)

We’ve streamlined the process to get you back to building your smart security system:
  1. Request a Return Authorization (RA) Number: Email our team at service@wyzeoutlet.com with your order number, product name (e.g., “Wyze Battery-Powered Wireless Outdoor Camera, 4K”), and reason for return. For defective devices, attach 1-2 clear photos/videos of the issue (e.g., non-functional motion sensor, faulty battery) to speed up review.
  2. Get Approved: We’ll respond within 1-2 business days with your RA number and return instructions. If the issue is our mistake (e.g., wrong model shipped, manufacturing defect), we’ll provide a pre-paid shipping label—no cost to you. For change-of-mind returns, you cover return shipping (we never charge restocking fees).
  3. Ship It Back: Package the device securely (use original packaging if possible) to avoid damage in transit. Write your RA number clearly on the outside of the box, and send it to:

    Wyze Returns Department

    3505 West Margaret Street

    Pasco Washington 99301

    United States

    We recommend using a trackable shipping service—we aren’t liable for lost or damaged return shipments.

3. Refund Processing

  • Inspection: We test and inspect returned devices within 3-5 business days of receipt to confirm eligibility and functionality.
  • Refund Timeline: Approved refunds are issued within 5-10 days (faster for digital payment methods like PayPal).
  • Refund Details:
    • Refunds are credited back to your original payment method (no mandatory store credit unless you request it).
    • All refunds are processed in United States Dollars (USD), matching your original purchase currency.
    • Partial Refunds: Offered only for security system kits returned with a single defective component (e.g., non-working camera in a 3-cam kit)—we’ll refund the individual device’s price.

4. Non-Refundable Items

Certain items cannot be refunded to maintain quality and security standards for all customers:
  • Devices returned without an RA number (we cannot track unlabeled packages).
  • Used, activated, or modified devices (even minor setup or network pairing disqualifies them, as this affects functionality for future users).
  • Items with missing accessories, damaged packaging, or altered serial numbers.
  • Customized devices with customer-approved designs (e.g., engraved camera housings).
  • Gift cards or store credit (non-refundable and non-transferable).
  • Products purchased from third-party retailers (return these directly to the seller).

5. Refund Denial Appeals

If your refund is denied and you disagree with the decision, you can appeal within 7 business days of the denial email:
  • Email service@wyzeoutlet.com with your RA number, a detailed explanation of your appeal, and any additional evidence (e.g., photos of unused packaging, proof of manufacturing defects).
  • Our team reviews appeals within 3 business days and provides a final decision—we prioritize transparency in our reasoning.

6. Our Refund Promise

Home security shouldn’t come with fine print—here’s our commitment to you:
  • We’re upfront about eligibility (no hidden rules for smart security devices).
  • We communicate every step (you’ll receive emails when we receive your return, complete inspection, and issue your refund).
  • We uphold security: All eligible returned devices are factory-reset and re-inspected to ensure they’re free of personal data and fully functional before reuse.