Return & Refund Policy

Last Updated: September 21, 2026

We want customers to have a clear and reliable experience when purchasing smart home products, including smart cameras, video doorbells, smart vacuums, connected home appliances, and other intelligent products.

This Return & Refund Policy explains the circumstances under which products may be returned, exchanged, repaired, replaced, or refunded, as well as the procedures and conditions that may apply.

Please read this policy carefully before placing an order or requesting a return.

1. General Return Policy

We accept eligible return requests in accordance with this Return & Refund Policy and applicable consumer protection laws.

A product may qualify for a return when it is:

• Defective or malfunctioning
• Damaged during delivery
• Incorrectly shipped
• Missing essential components
• Not functioning substantially as described
• Otherwise eligible under applicable return rights

Eligibility may depend on the condition of the product, the reason for the return, the time elapsed since delivery, and applicable legal requirements.

Certain products or situations may be subject to additional conditions described below.

2. Return Request Period

Customers should inspect products as soon as reasonably possible after delivery.

If you believe that a product is defective, damaged, incorrect, incomplete, or otherwise eligible for return, please contact customer service through the available contact method provided on our website as soon as possible.

Return periods may vary depending on the reason for the return and applicable law.

Nothing in this policy is intended to limit any mandatory consumer rights that cannot legally be excluded or restricted.

3. Eligible Reasons for Return

Depending on the circumstances, a return may be considered for the following reasons:

3.1 Defective Product

A product may be eligible for return, replacement, repair, or another appropriate remedy if it has a manufacturing defect or fails to function as reasonably expected under normal use.

Examples may include:

• Product does not power on
• Product repeatedly fails to operate
• Major hardware malfunction
• Important product function does not work
• Device cannot perform a core advertised function
• Significant technical defect

Minor issues that do not materially affect the product’s functionality may not necessarily qualify as a defect.

3.2 Damaged During Delivery

If a product arrives visibly damaged, customers should document the condition of the package and product where reasonably possible.

Useful documentation may include:

• Photographs of the shipping package
• Photographs of damaged packaging
• Photographs of the product
• Photographs of shipping labels
• A description of the damage
• Relevant order information

We may review the information provided to determine the appropriate resolution.

3.3 Incorrect Product

If you receive a product that is different from the product ordered, please contact customer service.

An incorrect shipment may qualify for:

• Replacement
• Exchange
• Return
• Refund
• Another appropriate resolution

The available remedy may depend on the circumstances and product availability.

3.4 Missing Items or Components

If an order is missing an item, accessory, component, or other product included with the purchase, please contact customer service.

We may ask for photographs of the received package, product, packaging materials, and other information necessary to investigate the issue.

If the missing item is confirmed, an appropriate replacement or other resolution may be provided where applicable.

4. Change-of-Mind Returns

Returns based solely on a change of mind may be subject to different conditions from returns involving defective, damaged, or incorrect products.

Where change-of-mind returns are permitted, the product may need to be:

• Unused
• In original condition
• Complete with included accessories
• Returned with original packaging where reasonably required
• Free from damage caused after delivery
• Suitable for resale

Because smart home products may contain electronic components, software, accounts, connectivity functions, or stored data, additional requirements may apply.

Applicable mandatory consumer rights are not affected by this policy.

5. Product Condition for Returns

Unless a return is being requested because of a defect, damage, incorrect shipment, or another issue for which different treatment applies, returned products should generally be in their original condition.

Customers should avoid:

• Physical damage
• Unnecessary modification
• Unauthorized repairs
• Missing accessories
• Missing components
• Removal of identifying labels
• Damage to original packaging where the packaging is reasonably required for return

Products that have been significantly altered, damaged, misused, or improperly installed may not qualify for a voluntary return where permitted by applicable law.

6. Smart Cameras and Video Doorbells

Smart cameras and video doorbells may contain cameras, microphones, internal storage, cloud-connected functionality, account information, network credentials, or other personal information.

Before returning such a product, customers should, where reasonably possible:

• Remove the device from their account
• Disconnect the device from associated applications
• Sign out of connected accounts
• Remove saved Wi-Fi credentials
• Delete personal recordings stored on the device where applicable
• Perform the manufacturer’s recommended factory reset
• Remove personal information associated with the device

Customers should retain any information necessary to demonstrate the product’s defect or issue before performing a reset.

A factory reset should not be performed if customer service specifically asks the customer to preserve information for troubleshooting or investigation.

7. Smart Vacuum and Connected Appliance Returns

Smart vacuums and other connected appliances may contain device settings, schedules, maps, account information, connectivity information, or other user-related data.

Before returning such a product, customers should, where reasonably possible:

• Disconnect the product from their account
• Remove personal account information
• Remove saved network information
• Delete user-created data where applicable
• Reset the device according to the applicable instructions

Customers should ensure that personal information is removed before transferring a product to another person or returning it to us.

8. Software and Connectivity Issues

Not every technical issue necessarily indicates a hardware defect.

Some problems may be caused by:

• Internet connectivity
• Wi-Fi configuration
• Router settings
• Mobile device compatibility
• Application configuration
• Account settings
• Firmware
• Software updates
• Network restrictions
• Incorrect installation
• Environmental conditions

Before approving a return for a technical issue, we may request reasonable troubleshooting steps.

Troubleshooting may include:

• Restarting the product
• Checking power connections
• Checking network connectivity
• Updating software or firmware
• Reconnecting the device
• Checking product settings
• Resetting the product where appropriate

If troubleshooting does not resolve a genuine product defect, the product may qualify for an appropriate remedy under this policy or applicable law.

9. Unauthorized Modifications

Products that have been modified, disassembled, repaired, or altered without authorization may be subject to different return or warranty treatment.

Examples may include:

• Opening the device housing
• Modifying internal components
• Installing unauthorized hardware
• Attempting unauthorized repairs
• Altering electrical components
• Modifying firmware or software in an unauthorized manner

This does not affect any consumer rights that cannot legally be excluded.

10. Products Damaged Through Misuse

A product may not qualify for a voluntary return or replacement where damage resulted from misuse, improper handling, or use inconsistent with applicable product instructions, except where applicable law provides otherwise.

Examples may include:

• Physical impact
• Liquid damage
• Improper installation
• Improper electrical connection
• Unauthorized modification
• Use outside intended conditions
• Intentional damage
• Negligent handling
• Damage caused after delivery

Each case may be reviewed according to the circumstances.

11. Accessories and Included Components

When returning a product, customers should include the components that were supplied with the original purchase where reasonably required.

Depending on the product, these may include:

• Power accessories
• Charging accessories
• Mounting components
• Cables
• Adapters
• Manuals
• Product accessories
• Other included components

Missing components may affect the processing of a voluntary return where permitted by applicable law.

12. Original Packaging

Where reasonably possible, customers should retain the original product packaging until they are satisfied that the product is functioning properly.

Original packaging may help protect electronic products during transportation.

For eligible returns, customers may be asked to use suitable packaging to prevent additional damage during return shipping.

A customer should not use damaged or inadequate packaging when returning a product if doing so creates a substantial risk of additional transportation damage.

13. Return Authorization

Customers should not send products to an address that has not been provided or authorized for the particular return.

Before returning a product, customers should contact customer service through the available contact method provided on our website and obtain the applicable return instructions.

This helps ensure that returned products can be properly identified and processed.

14. Return Procedure

To request a return, customers should follow these general steps:

Step 1 — Contact Customer Service

Contact customer service through the available contact method provided on our website.

Provide relevant information such as:

• Order information
• Product name
• Description of the issue
• Date of delivery
• Photographs or videos where useful
• Relevant troubleshooting information

Step 2 — Review

We may review the request and determine whether additional information or troubleshooting is necessary.

Step 3 — Return Instructions

If a return is approved, customers will receive the applicable return instructions.

Step 4 — Package the Product

Package the product securely to reduce the risk of damage during transportation.

Step 5 — Return the Product

Send the product according to the return instructions provided.

Step 6 — Inspection

After the returned product is received, it may be inspected to determine the condition and reason for return.

Step 7 — Resolution

Depending on the circumstances, the available resolution may include:

• Refund
• Replacement
• Exchange
• Repair
• Partial refund
• Other appropriate remedy

15. Return Shipping Costs

Responsibility for return shipping costs may depend on the reason for the return.

Where a product is confirmed to be defective, damaged during delivery, or incorrectly shipped, we may provide an appropriate remedy in accordance with applicable law and the circumstances of the case.

For voluntary returns, including eligible change-of-mind returns, the customer may be responsible for return shipping costs where permitted by applicable law.

Applicable consumer protection laws may provide different rights.

16. Refunds

If a refund is approved, the refund amount may depend on:

• The reason for the return
• The condition of the product
• The applicable return terms
• The original purchase amount
• Applicable shipping charges
• Any legally permitted deductions

Refunds are generally processed after the returned product has been received and the return has been reviewed, unless applicable law requires otherwise.

17. Refund Processing Time

After a refund is approved, processing time may vary depending on the payment method and payment provider.

The time required for funds to appear in the customer’s account may be affected by:

• Payment method
• Payment provider
• Banking procedures
• Processing schedules
• Weekends and holidays

A refund confirmation does not necessarily mean that the funds will appear immediately in the customer’s account.

18. Original Payment Method

Where possible, approved refunds will generally be issued using the original payment method used for the purchase.

If the original payment method is unavailable or cannot receive the refund, additional information may be required to determine an appropriate alternative.

We will not intentionally use an alternative refund method that creates an unreasonable risk of fraud or unauthorized payment.

19. Partial Refunds

In certain circumstances, a partial refund may be appropriate.

A partial refund may be considered where:

• Only part of an order is affected
• A minor issue does not require a complete return
• The customer agrees to retain the product
• A product has a non-material issue
• Applicable law permits such an arrangement

Any partial refund will depend on the circumstances and applicable requirements.

20. Exchanges

If an eligible product needs to be exchanged, availability of the replacement product may affect the available options.

An exchange may be offered when:

• The product is defective
• The wrong product was shipped
• The product was damaged during delivery
• Another eligible circumstance applies

If the same product is unavailable, an alternative resolution may be considered.

21. Replacement Products

For an eligible defective, damaged, or incorrectly shipped product, a replacement may be provided where appropriate.

Replacement products may be:

• The same product
• A substantially equivalent product
• Another appropriate product where agreed

Replacement availability may depend on inventory and product status.

22. Warranty and Defective Products

Certain products may be subject to manufacturer or product warranties in addition to statutory consumer rights.

A warranty may provide remedies for qualifying defects during the applicable warranty period.

Warranty coverage may have separate conditions concerning:

• Product use
• Installation
• Maintenance
• Unauthorized modification
• Physical damage
• Misuse
• Accessories
• Proof of purchase

This Return & Refund Policy does not replace any mandatory warranty or statutory consumer rights that apply to your purchase.

23. Dead-on-Arrival Products

A product that does not function when first received may qualify for special handling.

If your product appears to be defective immediately after delivery, please contact customer service as soon as reasonably possible.

We may request:

• A description of the issue
• Photographs
• Video demonstrating the problem
• Product information
• Order information
• Reasonable troubleshooting steps

If the issue is confirmed to be a product defect, an appropriate remedy may be provided.

24. Damaged Packaging

If the external shipping package arrives visibly damaged, customers should document the condition before opening the package where reasonably possible.

If the product inside is also damaged, customers should retain the packaging until the issue has been reviewed.

Packaging evidence may help determine whether damage occurred during transportation.

25. Missing Accessories After Delivery

If an included accessory is missing from the package, customers should contact customer service rather than immediately returning the entire product.

We may review the order and packaging information and, where appropriate, arrange for the missing component to be provided.

26. Incorrect Quantity

If you receive fewer products than the quantity ordered, please contact customer service.

We may request photographs of the package and its contents to verify the issue.

If an order was shipped in multiple packages, customers should first check the available shipment and tracking information because different items may arrive separately.

27. Multiple-Item Orders

If an order contains multiple products and only one product has a problem, customers may not necessarily need to return the entire order.

Depending on the circumstances, only the affected product may need to be returned.

The applicable return instructions will be provided after the request has been reviewed.

28. Products Purchased as Gifts

Products purchased as gifts may be subject to the same return conditions as other purchases.

Refunds may generally be associated with the original transaction and payment method.

Gift recipients may need to coordinate with the original purchaser where transaction information or payment verification is required.

29. Returns for Products Purchased During Promotions

Products purchased through promotions, discounts, bundles, special offers, or other promotional arrangements may be subject to additional conditions.

Where a promotional purchase is returned, the refund may take into account the original promotional price and any conditions associated with the promotion.

Nothing in this section limits mandatory consumer rights.

30. Bundles and Multi-Product Offers

If a product was purchased as part of a bundle or multi-product promotion, returning only part of the bundle may affect the applicable refund.

The return treatment may depend on:

• The products included
• The promotional terms
• The value allocated to each item
• The condition of returned products
• Applicable law

Customers should contact customer service before returning part of a bundle.

31. Non-Returnable Circumstances

Where permitted by applicable law, a return may be refused or limited when:

• The product was damaged through misuse
• The product was intentionally damaged
• The product was modified without authorization
• The product was repaired without authorization
• Required components are missing
• The product cannot reasonably be identified
• The return is outside an applicable voluntary return period
• The product was damaged after delivery through customer handling
• The customer did not follow reasonable return instructions

These restrictions do not apply where they would unlawfully limit mandatory consumer rights.

32. Data Protection Before Returning Products

Customers are responsible for protecting their personal information before returning connected products.

Before sending a smart device back, customers should remove:

• Account credentials
• Wi-Fi information
• Personal recordings
• Saved images
• Device maps where applicable
• User-created schedules
• Personal settings
• Other personal information stored on the device

Customers should also disconnect the device from associated accounts and applications where possible.

We are not responsible for personal information that remains on a returned device because the customer did not properly remove or reset it, except to the extent required by applicable law.

33. Cloud-Connected Data

Some smart products may store information through connected cloud services rather than directly on the physical device.

Returning a physical product does not necessarily delete information stored in a separate account or cloud service.

Customers should review the applicable account and product settings and delete personal information where appropriate.

34. Account Disconnection

Before returning a connected product, customers should remove the device from their account where the applicable product or service provides such a function.

Failure to disconnect a device may cause unnecessary account or device-access issues after the product has been returned.

35. Troubleshooting Before Return

For technical products, reasonable troubleshooting may be required before a return is approved.

This may help distinguish between:

• Hardware defects
• Software issues
• Network problems
• Installation problems
• Configuration issues
• Compatibility issues
• User settings
• Temporary technical problems

Customers will not be required to perform troubleshooting that is unreasonable or unsafe.

36. Inspection of Returned Products

Returned products may be inspected after receipt.

Inspection may consider:

• Product condition
• Reported defect
• Physical damage
• Missing components
• Serial or product identification
• Signs of unauthorized modification
• Packaging condition
• Relevant technical information

The purpose of inspection is to determine whether the returned product corresponds to the return request and what resolution may be appropriate.

37. Returns That Do Not Match the Request

If a customer sends a different product or an item that was not part of the approved return request, additional review may be required.

Customers should only send products according to the return instructions provided.

We may be unable to process unrelated items that are sent without authorization.

38. Failed or Incomplete Returns

A return may be delayed if:

• Required information is missing
• The product cannot be identified
• The returned item does not match the approved request
• The package arrives damaged
• Required components are missing
• The return cannot be reasonably verified

Customers may be contacted for additional information where necessary.

39. Refused Deliveries Are Not Automatically Returns

Refusing delivery does not automatically constitute a valid return request.

If you no longer want an order, please contact customer service as soon as possible and follow the applicable cancellation or return procedure.

A package that is refused or automatically returned by the delivery service may require additional processing before a refund or reshipment can be considered.

40. Undelivered or Lost Orders

A shipping problem is not necessarily a product return.

If tracking indicates that a package has not been delivered, customers should contact customer service so the shipment can be reviewed.

Where appropriate, the delivery status may be investigated before a refund or replacement is issued.

41. Customs-Related Returns

International orders may occasionally be returned because of customs or import-related circumstances.

Such cases may involve:

• Import restrictions
• Customs processing
• Incorrect recipient information
• Uncompleted import procedures
• Destination restrictions
• Refusal of delivery

The available resolution will depend on the circumstances and applicable legal requirements.

42. International Returns

International returns may involve additional transportation requirements, customs procedures, or processing time.

Customers should not send an international return before receiving the applicable return instructions.

Any customs documentation required for an authorized return should be completed accurately.

43. Return Tracking

Customers should retain proof of shipment and tracking information when returning an eligible product.

Tracking information may be necessary if the returned package is delayed, lost, or damaged during transportation.

Where return shipping is arranged by the customer, responsibility for the package may depend on the applicable return arrangement and relevant law.

44. Return Package Damage

Customers should package returned products securely.

We may review whether damage occurred before shipment or during return transportation when assessing a returned product.

Customers should retain photographs or other evidence of the condition of the product before shipping it back where reasonably possible.

45. Fraud Prevention

We may take reasonable measures to prevent fraudulent or abusive return activity.

This may include reviewing:

• Order information
• Return history
• Product identification
• Serial information
• Shipping records
• Payment information
• Product condition

Such measures are intended to protect customers and the integrity of the return process.

Nothing in this section limits legally protected consumer rights.

46. Statutory Consumer Rights

This Return & Refund Policy does not remove, restrict, or replace consumer rights provided by applicable laws.

Depending on your location, you may have statutory