JOOBER Refund and Returns Policy

Last Updated: October 25, 2026

1. Overview

At JOOBER, we are committed to providing reliable smart locks and quality customer service.

This Refund and Returns Policy explains the conditions for returning products, requesting refunds, and receiving warranty replacements.

We accept eligible return requests within 30 days of delivery. In addition, JOOBER provides a one-year free replacement warranty for smart locks that experience non-human-caused defects or failures, subject to the terms below.

Nothing in this policy limits any consumer rights that cannot legally be excluded or restricted under applicable law.

2. Return Eligibility

To be eligible for a standard return, the following conditions must be met:

• The return request must be submitted within 30 days of delivery.
• The smart lock must be unused and uninstalled.
• The product must be in its original condition, with its original packaging and all included accessories.
• Proof of purchase, such as an order confirmation or receipt, must be provided.

Please contact JOOBER through the Contact Us page on our website before returning any product. Our team will provide instructions for the return process.

Please do not send products back without receiving return instructions from JOOBER.

Products that have been installed, used, modified, or damaged may not qualify for a standard change-of-mind return. However, defective products and products that do not conform to the order will be handled in accordance with our warranty policy and applicable consumer protection laws.

3. Damaged, Defective, or Incorrect Products

If your smart lock arrives damaged, defective, or different from the product you ordered, please contact us as soon as possible.

When contacting us, please provide:

• Your order number.
• A description of the problem.
• Photos or videos showing the product and the issue, if requested.

Our team will review the information and advise you on the appropriate next steps, which may include troubleshooting, a replacement, a return, or a refund, depending on the circumstances and applicable law.

Please contact us before arranging a return so that we can provide the correct instructions.

4. One-Year Free Replacement Warranty

JOOBER provides a one-year free replacement warranty for smart locks.

If a smart lock develops a product defect or failure within one year of delivery, and the problem is verified to be caused by a non-human factor, JOOBER will provide a free replacement in accordance with this policy.

The warranty covers qualifying product defects or failures that are not caused by misuse, accidental damage, unauthorized modification, improper installation, or other human-caused damage.

To request a warranty replacement:

1. Contact JOOBER through the Contact Us page on our website.
2. Provide your order number and a description of the product issue.
3. Supply photos, videos, or other information reasonably needed to assess the claim.
4. Follow the instructions provided by our team.

After reviewing the claim, JOOBER will determine whether the issue qualifies for a free replacement and explain the next steps.

The free replacement covers the replacement product itself. Installation services and shipping costs are not automatically included unless JOOBER confirms otherwise or applicable law requires them to be covered.

This warranty is separate from the standard 30-day return policy and does not affect any statutory consumer rights.

5. Refunds

If a return is approved, the returned product may need to be received and inspected before a refund is authorized.

We will notify you whether your refund has been approved or rejected after reviewing the return.

Approved refunds will be issued to the original payment method whenever possible. The time required for the refund to appear in your account depends on your payment provider, card issuer, or bank.

If your refund has not arrived, please:

1. Check your payment account again.
2. Contact your card issuer or payment provider to ask whether the refund is still being processed.
3. Contact your bank if necessary.
4. Contact JOOBER through our Contact Us page if the issue remains unresolved.

We will assist you in checking the status of an approved refund.

6. Sale Items and Promotions

Products purchased during a sale or promotional event are subject to the same applicable return, refund, and warranty requirements unless specific terms were clearly disclosed at the time of purchase and are permitted by applicable law.

A product is not automatically excluded from a refund or remedy solely because it was purchased at a discounted price.

7. Exchanges and Replacements

For standard returns, an exchange or replacement must be approved by JOOBER before the product is sent back.

For products that qualify under the one-year free replacement warranty, JOOBER will provide a replacement in accordance with Section 4.

Replacement availability may depend on stock and product availability. If the originally purchased product is unavailable, JOOBER will discuss an appropriate alternative or other remedy with the customer, subject to applicable law.

8. Return Shipping Costs

For approved change-of-mind returns, the customer is responsible for return shipping costs unless otherwise agreed by JOOBER or required by applicable law.

Original shipping charges are generally non-refundable for change-of-mind returns, except where required by applicable law.

If a product arrives damaged, defective, or incorrect, please contact JOOBER before shipping it back. We will explain the appropriate return procedure and applicable shipping arrangements.

Shipping arrangements for warranty replacements will be confirmed during the warranty claim process. Any shipping obligations imposed by applicable law will be respected.

9. Refund and Return Conditions

All return and refund requests are reviewed individually.

The outcome may depend on:

• The condition of the product.
• The reason for the return.
• The date of delivery and the date of the request.
• Whether the issue qualifies under the warranty.
• Applicable consumer protection laws.

JOOBER reserves the right to request reasonable supporting information before approving a return, refund, or warranty replacement.

Nothing in this section excludes or restricts remedies that customers are legally entitled to receive.

10. Contact Us

If you have questions about refunds, returns, or warranty replacements, please contact JOOBER through the Contact Us page on our website.

Please include your order number and a clear description of your request so that our team can assist you efficiently.

Thank you for choosing JOOBER Smart Locks.