Refund policy
1. Returns
We accept returns within 30 days of delivery.
To be eligible for a return, the item must be:
- In its original packaging
- In the same condition as received (unused, uninstalled, and undamaged)
- With proof of purchase (order number or invoice)
Custom or personalized products (with your logo, engraving, or specific configuration) cannot be returned, unless defective.
2. Exchanges
If your item arrives defective, damaged, or not functioning properly, contact us within 7 days of delivery at support@homeonesmart.com
Please include:
- Order number
- Short description of the issue
- Clear photos or video evidence
We’ll replace the defective unit free of charge once verified.
3. Refunds
Once we receive and inspect the returned product, we’ll notify you by email.
If approved, the refund will be processed to your original payment method within 5–10 business days.
Refunds are not granted for:
- Products damaged through improper installation or modification
- Returns sent without prior authorization
- Packages lost due to incorrect shipping address provided by the customer
4. Return Shipping
- For defective or incorrect items, HomeOne Smart covers the return shipping.
- For non-defective returns (change of mind, wrong order, etc.), the customer is responsible for return shipping costs.
5. Order Cancellations
Orders can be cancelled within 12 hours after placement — if the product has not yet shipped.
Once the order has been processed or shipped, cancellations are no longer possible.
6. Lost or Delayed Shipments
If tracking shows “delivered” but you haven’t received your order, contact us within 7 days.
We’ll help coordinate an investigation with the carrier.
🧾 7. Contact Us
For all return or refund requests:
📧 support@homeonesmart.com
We aim to respond within 24 hours (Mon–Fri).