I’m finding it impossible to get in touch with a human who will answer my request for an RMA/refund of my G5 Pro (Wifi) device.
No answer to emails (other than what seems to be automated replies), chatbot is useless.
Has anyone had any success? If so, how did you do it? (which email address works?)
Hello @oz_paulb
Tell me where you bought the device?
Didn’t you like the G5 pro camera?
I think if you have any problems you can contact the support service to solve your issue.
support@aqara.com
I bought it on the Aqara website.
I like the camera, but it had Wifi issues (often disconnects for no obvious reason). So, I bought a PoE model to replace it (I already had 2 PoE devices which work great/never disconnect)
I want to return the Wifi model, but have had no luck with email/chat
Why you didn’t had success to send it back? Can you give us some detailed informations?
I didn’t have “success” sending it back because I don’t know where/HOW to send it back
I have tried the “chat” on the Aqara website: it says the server is down
I have tried emailing several email addreses @aqara.com.
I got ONE response which gave me Wifi troubleshooting advice (just a copy/paste response, it seems), but failed to answer my question about how to RETURN/RMA the device. when I replied asking (again) how to RETURN the device, I got no response.
that’s why I came to the forums - to learn if there is a “correct” way to request a RETURN/RMA. so far, I’m not having any luck.
I purchased the device directly from Aqara’s website (NOT Amazon) on August 22nd, 2025 (and received it August 26th). Aqara says they have a 30-day return policy. I would like to return it before that 30 days expires.
are there more details required in order to determine how to return the device??
yes, I’ve tried everything on “Contact Aqara” page. well, not the social media links (yet)
Thanks for your detailed answer! I try to get help for you. Can you send me your contact email by pm?
Aqara customer agent has received your email, and the support agent has replied. Please check your email and follow the return instruction
Sorry for any inconvenience this may have caused.
Thank you everyone for your help. I just woke up and found an email response from Aqara in my email inbox (asking for photos of my device/packaging, presumably as a start to the return/RMA process)
Hopefully this all works out. It would be nice if they would have just answered their emails in the first place 