Refund policy

RETURN AND REFUND POLICY

Last updated: August 24, 2026

This Return and Refund Policy applies to products purchased directly from https://smartome.shop.

Smartome offers a voluntary 30-day return period. You may request an eligible return within 30 calendar days after you, or a person designated by you, receive the product.

This voluntary policy is additional to any consumer rights that cannot be excluded or limited by applicable law. If applicable law gives you more favorable rights or remedies, those rights will apply.

1. How to Request a Return

Before sending a product back, email support@smartome.shop and include:

Your order number
The email address used at checkout
The product and quantity you want to return
The reason for the return
Photos or a short video where the product is damaged, defective, incomplete, or incorrect

We will review the request and, if it is eligible, provide return authorization and return instructions. Please do not send a product to any address until you receive those instructions. Unauthorized returns may be delayed, refused, or returned to the sender where permitted by law.

Unless Smartome provides a different authorized address in writing, approved returns are sent to:

Smartome Return Address
8th Floor, No. 23 Xinghua Road
Zhangcha Street, Chancheng District
Foshan City, Guangdong, China

The return address is different from Smartome’s Hong Kong business address. Returns sent to the business address may not be accepted.

We recommend using a trackable shipping service and keeping the receipt and tracking number until the return is completed. Smartome is not responsible for a customer-arranged return that is lost or damaged before it reaches the authorized return location, except where applicable law provides otherwise.

2. Eligibility for a Voluntary Return

For a change-of-mind return under our voluntary 30-day policy, the product must generally be:

In the same condition in which it was received
Unused or handled only as reasonably necessary to inspect it
Free from customer-caused damage, excessive wear, or improper installation
Returned with its original accessories, manuals, labels, and packaging
Accompanied by a receipt or other proof of purchase

Products that have been extensively used, modified, disassembled, improperly installed, damaged after delivery, or returned with missing parts may be refused or may receive a reduced refund where permitted by law.

3. Return Shipping, Duties and Other Costs

For a change-of-mind return, compatibility mistake, incorrect purchase, personal-preference return, accidental order, or another return not caused by a confirmed product defect or Smartome error, the customer is responsible for the direct return costs, including where applicable:

Return shipping and optional shipping insurance
Customs duties and import taxes
Brokerage, customs-clearance, handling, and carrier fees
Replacement shipping and any price difference for a customer-choice exchange

Original shipping charges, duties, taxes, and other order charges are non-refundable except where this Policy expressly states otherwise or applicable law requires a refund.

Returns sent cash on delivery, freight collect, or with unpaid duties or charges may be refused. If return-related charges are billed to Smartome, we may deduct them from the refund where permitted by law.

Smartome will cover reasonable return shipping or provide another appropriate solution when we confirm that the product was defective when delivered, damaged in transit, incorrectly supplied, or affected by another verified Smartome error. A prepaid return label is not automatically provided for every claim; we will confirm the approved arrangement after reviewing the evidence and destination.

4. Damaged, Missing or Incorrect Items

Please inspect the package and product promptly after delivery. If an item arrives damaged, has missing parts, or differs from what you ordered, email support@smartome.shop as soon as reasonably possible.

Reporting visible shipping damage, missing items, or an incorrect shipment within 3 calendar days after delivery helps us preserve evidence and submit a carrier claim. A report made after 3 days will still be reviewed and does not remove any mandatory consumer right.

Please provide, where reasonably available:

Your order number
A clear description of the issue
Photos of the outer packaging and shipping label
Photos of the product, accessories, and package contents
A short video showing the issue, where appropriate

Keep the product, accessories, packaging, and shipping materials until we confirm that they are no longer needed for the review.

5. Product Defects and Troubleshooting

If you believe a Smartome product is defective, contact us as soon as the issue is discovered. We may request the order number, product model, photos, video, app error screenshots, installation details, and the troubleshooting steps already attempted.

Before approving a repair, replacement, return, or refund, we may ask you to complete reasonable troubleshooting that is safe and relevant to the issue. This may include checking installation and compatibility, charging or restarting the device, reconnecting Bluetooth, resetting the product, or recalibrating the opening and closing positions.

The following are not normally manufacturing defects unless the issue results from an inherent fault or applicable law provides otherwise:

Normal wear and tear or normal battery-capacity reduction over time
Damage caused by misuse, neglect, impact, liquid, heat, or improper storage
Damage caused by incorrect installation or failure to follow instructions
Damage caused by unauthorized opening, modification, repair, or disassembly
Problems caused by an incompatible curtain, rod, track, curtain weight, structure, accessory, or software
Problems caused by blocked curtain movement, excessive resistance, wireless interference, or ordinary Bluetooth range limitations
Cosmetic damage occurring after delivery
Missing or lost accessories, remotes, magnets, cables, or packaging after delivery
Features or compatibility that were not stated on the applicable product page

If inspection shows no manufacturing defect or Smartome error, the return may be handled as a change-of-mind return and the customer may be responsible for the applicable costs.

6. Exchanges

The fastest way to receive another model or product is usually to return the original item and, after the return is accepted, place a new order.

For an exchange requested because of model selection, compatibility, preference, or another customer-choice reason, the customer is responsible for the return cost, replacement shipping, duties, taxes, handling fees, and any product-price difference.

If an exchange is required because we confirm that the product is defective, damaged in transit, incomplete, or incorrectly supplied, Smartome will provide an appropriate solution after reviewing the claim.

7. Items Not Eligible for Change-of-Mind Return

The following may not be eligible under our voluntary change-of-mind policy:

Customized or personalized products
Gift cards
Products clearly marked as final sale, where permitted by law
Products damaged through misuse, improper installation, modification, or unauthorized repair
Products missing important components, accessories, labels, or packaging
Products returned outside the applicable return period

These exclusions do not remove mandatory rights relating to products that are defective, unsafe, damaged in transit, incorrectly supplied, or materially different from their description.

8. Order Changes, Cancellations and Refused Delivery

Contact support@smartome.shop as soon as possible if you need to change or cancel an order. We cannot guarantee a change or cancellation after processing or shipment has begun.

If the order has shipped, you may need to receive it and request a return under this Policy. Refusing delivery does not automatically cancel the order or qualify it for a full refund. Where permitted by law, return shipping, customs charges, storage fees, carrier fees, and other costs caused by a refusal or failure to collect may be deducted from the refund.

If Smartome cannot ship within a delivery timeframe promised to a customer, we will provide any delay notice, cancellation option, and refund required by applicable law.

9. European Union and European Economic Area Right of Withdrawal

Where European Union or European Economic Area distance-selling rules apply, an eligible consumer may withdraw from an online purchase without giving a reason within 14 days after the consumer, or a person designated by the consumer, receives the goods. For a single order delivered in multiple shipments, the statutory period generally begins when the last item is delivered.

To exercise the right, send an unambiguous withdrawal statement to support@smartome.shop before the statutory period expires. Where an electronic withdrawal function is displayed on our store or in your customer account, you may also use that function. Include your name, order number, contact details, the product concerned, and the date received. Use of a particular form is not required unless applicable law provides otherwise.

After notifying us, return the goods within 14 days unless we provide a different lawful arrangement. The customer is responsible for the direct return cost when that responsibility was disclosed before purchase, unless Smartome agrees to cover it or applicable law requires otherwise.

For an eligible statutory withdrawal, Smartome will reimburse the payments required by applicable law, including the cost of the least expensive standard delivery option offered for the original order. Additional delivery costs caused by choosing an upgraded or express service are not refundable unless required by law.

The statutory reimbursement will be made within 14 days after we are informed of the withdrawal. We may withhold reimbursement until we receive the goods or receive sufficient evidence that they were sent back, whichever occurs first, where applicable law allows.

You may inspect the product only as you reasonably could in a physical shop to establish its nature, characteristics, and operation. A lawful deduction may be made for diminished value caused by handling beyond that level.

Statutory exceptions may apply, including to goods made to the consumer’s specifications or clearly personalized. Mandatory rights relating to defective or non-conforming goods remain unaffected.

Smartome’s voluntary 30-day return period remains available where it provides a longer period, subject to the conditions of this Policy and mandatory consumer rights.

10. Refund Processing

We will notify you after receiving and inspecting the return and will confirm whether the refund is approved.

Except where a shorter statutory deadline applies, an approved refund will normally be issued to the original payment method within 10 business days. Your bank, card issuer, or payment provider may require additional time to post the refund to your account.

Where permitted by law, the refund may be reduced by applicable amounts such as:

Customer-responsible return shipping or return-label costs
Unpaid customs duties, taxes, handling, or carrier charges
Non-refundable original shipping charges
Missing accessories or components
Loss of value caused by excessive handling or customer-caused damage

If more than 15 business days have passed since we confirmed approval of a non-statutory refund, email support@smartome.shop with your order number.

11. Contact Information

For questions about returns, refunds, damaged deliveries, or product issues, contact:

Smartome Support
Email: support@smartome.shop
Website: https://smartome.shop
Telephone: +86 134 1118 9544
Business address: Flat 2304, 23/F, Ho King Commercial Centre, 2–16 Fa Yuen Street, Mong Kok, Kowloon, Hong Kong

Our support team normally responds within 1–2 business days, Monday through Friday. Please include your order number in all return-related correspondence.