IOTEE Return and Refund Policy

At IOTEE, customer satisfaction is our top priority. If you encounter any issues with your purchase, we offer a transparent return and refund policy to ensure your concerns are addressed promptly.

Eligibility for Returns

  • Damaged or defective items only:
    Returns are accepted for items that arrive damaged or have manufacturing defects.
  • Condition of returned items:
    Items must be returned in their original condition, along with all packaging, accessories, and manuals.
  • Proof of purchase:
    A valid order number or receipt is required to process your return.

Timeframe for Returns

Returns are eligible within 14 calendar days from the delivery date. Unfortunately, we cannot accept returns beyond this time frame.

Initiate a Return

To request a return, follow these steps:

  1. Prepare evidence of the issue:
    Take clear photos of the defective or damaged item, including any relevant details such as the packaging or labels.

  2. Contact us:
    Email our Support Team at fulfillment@iot24.com with the following information:

    • Details of the issue (defect or damage).

    • Photos of the item and labels (inside and outside).

    • Your order number.

  3. Wait for confirmation:
    Our Support Team will review your request and send an email with further instructions.

    • For replacements, we will provide a prepaid return label to simplify the process.

    • For returns only, customers are responsible for the shipping costs.

  4. Return the item:
    Use a secure and trackable shipping method to send the item back to our warehouse: Ludwig-Ganghofer-Straße 1, IOT24 LIMITED, 82031 Grünwald, Germany

  5. Confirmation and follow-up:
    Once your return is received and inspected, we will notify you of the outcome.

Refund Policy

  • Refund process:
    Approved refunds will be issued for the purchase price of the item and, if applicable, initial shipping costs.
  • Payment method:
    Refunds will be credited to your original payment method. Please allow up to 14 business days for the amount to be reflected in your account.
  • Late or missing refunds:
    If your refund has not been processed within the expected timeframe, we recommend checking your bank statement or contacting your payment provider. If you still have concerns, feel free to reach out to our support team.


Damages and Issues

We encourage all customers to inspect their orders upon receipt. If you find any damages, defects, or errors (e.g., incorrect item), please contact us within 5 days of delivery to ensure a quick resolution.

Additional Notes

  • Free shipping returns:
    If your order includes free shipping and you return all items, the original shipping cost will be deducted from your refund.
  • Non-eligible items:
    Gift cards, and items not meeting return requirements are not eligible for refunds or exchanges. In such cases, the items will be returned to the customer.
  • Order cancellations:
    If you wish to cancel an order, please email us promptly. If the order has not yet shipped, we will cancel it and issue a full refund. For shipped orders, refunds will be processed after the item is returned.