Refund policy

To be eligible for a return if you have bought products from our Tapo Brand Store, please refer to the below information for our refund policy. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at the Technical-Support Page. If your return is accepted, we’ll send you a return shipping address, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Please note returns cannot be handled at the shipping address.

You can always contact us for any return question at the Technical-Support Page.

 

Eligible Products for Refunds & Exchanges


Refunds & Exchanges are only available for purchases made directly through the TP-Link Official Online Store. For purchases made through TP-Link authorised Distributors, Retailers, Amazon, or other third-party channels, please contact the original purchase Channel or Reseller for Refunds & Exchanges requests.

 

Faulty Issue When Purchase

Most product concerns can be addressed remotely, without leaving your home. If your item is not working properly, please start by checking our Support Page to see if we can solve your issue. Here, you can also access frequently asked questions about your product, video guides, set-up advice, download manuals, contact support centres, and much more via our Support Page.


If you are still having issues, you have 30 calendar days in which to inform us of the fault via the Technical-Support Page to request an exchange or refund. Items should be returned with all accessories where possible. Original packaging is preferred but not mandatory for faulty returns. Once we have verified the fault, we’ll issue a replacement or full refund to you via your original payment method. If a returned item is tested by our technical team and found not to be faulty, we may return the item to you. In such cases, you will be responsible for the return shipping costs.

Please note that our system records order information in real time. If you placed an order by mistake, please cancel it within 20 minutes of placing it.

We have a 30-day return policy for faulty items, which means you have 30 days after receiving your item to request an exchange or refund.


Faulty Items Within Warranty Period

If any of your items are faulty, and it’s more than 30 calendar days since receipt, then provided your item is within its warranty period, you are entitled to a warranty repair or replacement.

Please see "Warranty Guide" here.

 

Damages

Please inspect your order upon receipt of goods and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue.

We have a 30-day return policy for damaged items, which means you have 30 days after receiving your item to warranty repair or replacement.

 

Change Of Mind

If you've changed your mind and need to return an item, you have 14 days from the date of purchase or date of receipt if delivered, to return your item(s).

Your item(s) must be in the same condition that you received it :

  • Unused and with all original components
  • Unopened in its original packaging (with the protective wrap if applicable)
  • In a resaleable condition (no visible damage, all components included, and fully functional)
  • With its proof of purchase
  • With any free items that came with the product

Unopened items must be returned in their original packaging (with the protective wrap if applicable) and in a resaleable condition. Where these conditions are met, a refund will be processed to your original payment method.

 

Opened items (including items where the original packaging has been opened or tampered with) may be accepted for return if they remain in a resaleable condition. In such cases, the refund will be issued as store credit.

Refunds will be processed by the original payment method where applicable. If you paid by card, it can take up to 14 working days to appear back in your account. You must cover the delivery cost for returning unwanted goods and the order shipping fees will be deducted from refunded amount.

 

Exceptions / Non-Returnable Items

  • You must cover the delivery cost for returning unwanted goods.
  • You must cover any extra delivery costs for the return parcel if no one was available for the courier to collect the package.
  • We are unable to offer refunds for parcels lost due to an incorrect delivery address provided at the time of ordering. Please ensure that your delivery address is entered accurately and completely when placing your order. If you realise there is an error after placing your order, contact us immediately via our Contact Us page to see if the address can be corrected before dispatch.
  • We cannot accept returns on sale/clearance/bundle items or gift cards.
  • We cannot cover any third-party fees, including but not limited to installation, disassembly, shipping, customs duties, and GST.

 

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded via your original payment method. Please remember it can take up to 14 working days for your bank or credit card company to process and post the refund too. If you’ve been waiting longer than 14 working days, then please contact our customer services team at the Contact Us Page.