Refund & Warranty Policy

---- deprecated since 9/1/2020

If you purchased from directly

  • Items may only be returned within 30 days of purchase by sending an email to  
  • The customer is responsible for all shipping charges of returned items
  • After we receive the product with all original contents, we will refund within 7 business days using your original payment method.


Kickstarter/Indiegogo Refund Policy

The Firewalla device is supported by Kickstarter and Indiegogo members who are passionate about cybersecurity;  as a return, we have offered our product as a perk that’s greatly discounted.   This initial support is vital for us, as it provides the funds needed to accelerate our product to the market.

Firewalla is a complex product.  It involves us investing in engineering, tooling, components, and logistics.  This literally used pretty much all the funds we have acquired.  We are a small startup,  we can only offer what we can to ensure survival and crafting a great product.

We do understand under certain circumstances,  the perk may not fit your need.  In such situations, we will offer limited refund depends on the stage.

  • We can not refund platform fee’s and payment processing fees, as those already been charged by Kickstarter and Indiegogo.  (~10%)
  • If the product already shipped to you, we can not refund the shipping cost.
  • If you have opened the product, we will charge 50% restocking fee.
  • If you have received the product, you have 15 days to request a refund.
  • If you have received the product, it must be shipped back to us.  After inspection, we will return the fund to you within 15 business days


  • If the hardware is defective, please contact us within 30 days of receiving the product.  We will decide what to do.


Amazon, Newegg, Brookstone Refund Policy

Please follow the store policies. 





All Firewalla hardware backed by a limited one(1) year manufacturer warranty from the date of purchase. This limited warranty is valid only in the jurisdiction where the products are solid by Firewalla itself or through authorized resellers.

The customer is responsible for all shipping charges of returned items