Refund policy

We value our customers greatly and want to ensure a positive and quality shopping experience. If you’re not satisfied with your purchase, we’re here to help. This policy outlines the terms and conditions for refunds and returns of Esio products. 

Note that by purchasing our products, you agree to our terms and conditions of the warranty and the return & refund policy.

A. Return & Refunds

We have a 14-day worry free return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it or unused, and in its original packaging. Take note that we will not be able to initiate the return procedure once the product is installed and used. Finally, you’ll also need to present the receipt or proof of purchase.

To start a return, you can contact us via our customer support channels stating your order details and request. Items sent back to us without first requesting a return will not be accepted.

• WhatsApp: +607-5950178
• Hotline: +607-5950178
• Email: Support@esiohome.com

We’ll assess your request and arrange for our delivery vendor to pick up the product from your home or your designated location.

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, we will process your refund within 7-14 business days; you can expect to receive the refunded amount after another 7-21 business days depending on the bank. Please remember that it can take some time for your bank or credit card company to process and post the refund.

If more than 14 business days have passed since your product has been picked up, please contact us via our customer support channels.

B. Exchanges

We have a 14-day worry free exchange policy for all orders made on our official selling channels, which means you have 14 days after receiving your item to request an exchange. If you purchased Esio products via retailers or dealers, please contact them instead.

To be eligible for an exchange, your item must be in the same condition that you received it or unused, and in its original packaging. Take note that we will not be able to initiate the exchange procedure once the product is installed and used. Finally, you’ll also need to present the receipt or proof of purchase.

To start an exchange, you can contact us via our customer support channels to initiate the exchange process. We’ll arrange for our delivery vendor to pick up the product from your home or your designated location. 

• WhatsApp: +607-5950178
• Hotline: +607-5950178
• Email: Support@esiohome.com

We will notify you once we’ve received and inspected the returned product, and let you know if the exchange was approved or not. If approved, you can make a separate purchase for the desired replacement product; if the replacement product is less expensive, we will refund the balance to you within 7-14 business days. If the replacement product is more expensive, we will inform you of our bank details for you to transfer the short amount.

C. Damages and issues

Please inspect your order upon reception, check first if the carton is dented or scrapped. Contact us immediately if the item is defective, damaged or if you receive the wrong item.  so that we can evaluate the issue and make it right. 

Additionally, as our product usually requires to be installed by a technician, we would suggest you to open the box and take photos and videos first before the technician starts to install it; and do remind the technician to follow the instructions in the user manual as failing to comply will void your warranty.

 (Updated 27 Jan 2026)