Shop with Confidence: Our Easy Return & Refund Policy
At IoT Song, we want you to be completely happy with your purchase! If for any reason you're not satisfied with your orders, we're here to help with a straightforward return process.
Our Promise: 14-Day Returns
- You have 14 days from the date you receive your order to request a return. Any requests made after this period will not be eligible for a refund or exchange.
Eligibility for Returns
To be eligible for a return, your item must be in "Resellable Condition." This means:
-
Fully Functional: All features, including visual recognition, connectivity, and power systems, must work perfectly.
-
Pristine Condition: The device, screen, and ports must be free of any scratches, dents, or signs of wear.
-
Original Packaging: All items must be returned in their original box with all accessories and manuals.
Non-Returnable Items
We cannot provide a refund if any of the following conditions apply:
• Human-Caused Damage: Damage caused by liquid, fire, high-altitude drops, or unauthorized disassembly.
• Serial Number Mismatch: The Serial Number (SN) is damaged or does not match our outgoing records.
• Expired Window: Requests made more than 14 days after delivery.
Fees & Shipping Costs
• Defective Items: If our technical team identifies a genuine hardware manufacturing fault, IoT Song will cover the return shipping costs.
• Non-Defective Returns: For returns due to personal preference (change of mind), the customer is responsible for return shipping fees.
Return Process
Step 1: Initiate Your Return Request
Please contact us within 14 days of receiving your product via:
• Email: info@iotsong.com
• WhatsApp: +44 7936 303657
To ensure a speedy review, please include the following in your request:
• Order Number.
• Photos of the Serial Number (SN). Typically found on the back or bottom label.
• Condition Photos/Video. Clear visual evidence showing the front, back, and ports, as well as a short clip demonstrating the device powering on and functioning.
• Reason for Return.
Step 2: Remote Technical Pre-inspection
Our after-sales technical team will conduct a preliminary review within 24-48 hours.
• Objective: To verify the physical integrity of the device and rule out simple operational errors, thereby minimizing unnecessary shipping costs and risks.
• Approval: Once approved, you will receive the designated return shipping address.
Step 3: Secure Packing & Shipping
Please ship the product back within 14 days after receiving return authorization.
• Packaging Standard: You must use the original factory box and internal protective foam.
• Special Note: Large items like Visual Cabinets are highly sensitive to vibration. Please ensure all internal reinforcements are restored. Damage caused by improper packaging will affect your final refund.
• Component Check: Ensure all original cables, manuals, and promotional gifts are included in the package.
Step 4: Inspection & Refund
A final physical inspection will be performed upon arrival at our warehouse.
• Inspection Items: Verifying serial number consistency, checking internal circuitry (for Power Banks), and testing visual recognition and Bluetooth connectivity stability.
• Refund Issuance: Once the inspection is passed, your refund will be processed promptly. Please note that the exact time for the funds to appear in your account depends on your individual bank or credit card provider.
Sale
