Customer Care Policy
Refund Policy
Smartivo wants every connected-home purchase to feel considered, dependable, and straightforward. This policy explains eligibility, return preparation, exchanges, refund timing, damaged-item support, and the steps required to complete an approved request.
Policy Overview
Simple and Transparent
What This Policy Covers
This Refund Policy applies to eligible purchases made directly through Smartivo. It covers security devices, smart lighting, connected controls, environmental sensors, automation products, and other qualifying products offered through our store.
01
Return Window
A return or exchange request must be submitted within 30 calendar days of confirmed delivery.
02
Product Condition
Products must be complete, undamaged, and returned with included accessories, manuals, and packaging.
03
Request Approval
Every return must be reviewed and approved before the product is shipped back to Smartivo.
04
Refund Method
Approved refunds are returned to the original payment method after the returned item is inspected.
Return Eligibility
To qualify for a return or exchange, the product must meet the standards below. These requirements help protect device security, preserve product condition, and keep the review process efficient.
- Submitted Within 30 Days The request is made within 30 calendar days of the product delivery date.
- Complete and Undamaged The product is free from accidental damage, misuse, unauthorized modification, and improper installation damage.
- Accessories Included All cables, mounting hardware, adapters, manuals, sensors, controllers, and other included components are returned.
- Original Purchase Verified The order number and the email address used at checkout can be confirmed.
Smart Device Privacy
Before returning cameras, doorbells, locks, hubs, controllers, thermostats, sensors, or other connected products, sign out of linked accounts, remove stored access codes, erase recordings, disable subscriptions, and restore the device to its factory settings whenever possible.
Four Clear Steps
Approval Required
How Returns Work
Do not send a product back without approval. An approved request ensures that your return is documented, routed correctly, and matched to your order.
01
Submit Your Request
Provide your order number, purchase email, product name, reason for the request, and relevant photographs when needed.
02
Receive Instructions
Smartivo will review the request and provide approval details, return-shipping guidance, and the correct return destination.
03
Reset and Repack
Remove personal data, restore connected devices, include every original component, and package the product securely.
04
Inspection and Resolution
After delivery, the product is inspected. An approved refund or exchange is then completed according to this policy.
Items That May Not Qualify
A return may be declined when it is submitted after the 30-day window, shipped without approval, missing essential components, materially altered, damaged through misuse, damaged by incorrect wiring or installation, or returned in a condition that prevents safe inspection and resale.
Installed Products
Carefully uninstall devices before return. Damage caused by forced removal, cut wiring, incorrect voltage, unsuitable tools, or failure to follow product instructions may affect eligibility.
Cancellations
Cancellation requests should be submitted as quickly as possible. Once an order has entered processing or shipment, cancellation may no longer be available and the standard return process will apply.
Exchanges
Approved exchanges are subject to product availability. When the requested replacement is unavailable, Smartivo may offer an alternative product or issue an approved refund to the original payment method.
Refund Timing
Smartivo begins the inspection process after the returned package is delivered. Refund timing includes both Smartivo processing and the separate posting time required by your payment provider.
1-3 Days Most returned products are reviewed within one to three business days after confirmed delivery.
5-10 Days After approval, banks and payment providers may require five to ten business days to display the credit.
Original Refunds are issued to the original payment method used for the Smartivo order.
Partial Refunds A reduced refund may apply when an approved return arrives with missing accessories, avoidable damage, or incomplete original contents.
Payment Provider Delays Once Smartivo issues a refund, the final posting date is controlled by the card issuer, bank, digital wallet, or payment provider.
Delivery Concerns
Photographs May Be Required
Damaged or Incorrect Items
Inspect your delivery as soon as it arrives. When a product is damaged in transit, defective on arrival, missing essential parts, or different from the item ordered, submit the issue promptly so Smartivo can review the order and determine the appropriate resolution.
01
Keep All Packaging
Retain the product box, shipping carton, labels, inserts, accessories, and protective materials during the review.
02
Document the Issue
Clear photographs or short videos may be requested to confirm damage, missing parts, product identity, or packaging condition.
03
Do Not Install
Avoid installing or continuing to operate a visibly damaged, incorrect, overheating, or electrically unsafe product.
04
Await Resolution
Depending on the review, Smartivo may provide troubleshooting, replacement parts, an exchange, or an approved refund.
Refund Policy Answers
Review these answers before submitting a request. Product condition, order verification, complete packaging, and device privacy preparation can all affect processing.
How long do I have to request a return?
An eligible return or exchange request must be submitted within 30 calendar days of confirmed delivery. Requests made after this window may not qualify.
Are return and exchange shipping costs covered?
Smartivo provides free return-shipping support for approved eligible returns and exchanges. Shipping a product without approval may prevent reimbursement or delay processing.
Can I return a smart device after installation?
An installed product may still qualify when it remains within the return window, is complete and undamaged, and can be safely removed. Damage caused by installation, removal, wiring, voltage, modification, or misuse may affect eligibility.
What should I do before returning a connected device?
Sign out of associated accounts, remove the product from connected applications, disable access codes, erase stored recordings or schedules, remove personal information, cancel related subscriptions when applicable, and perform a factory reset whenever possible.
When will my refund appear?
Most returned products are inspected within one to three business days after delivery. Once a refund is approved and issued, the payment provider may require an additional five to ten business days to post the credit.
Can I exchange an item instead of receiving a refund?
Eligible products may be exchanged within the 30-day return window. Exchanges depend on product availability. When a replacement is unavailable, an alternative or approved refund may be offered.
What happens if accessories are missing?
Missing cables, sensors, mounting parts, adapters, manuals, controllers, or other original contents may delay the review, reduce the refund amount, or make the return ineligible.
Can promotional products be returned?
Promotional pricing does not automatically remove return eligibility unless the product was expressly identified as non-returnable. Any approved refund is based on the amount actually paid after discounts.
Return Assistance
Need Help?
Include your order number, checkout email, product name, reason for the request, product condition, and supporting photographs when applicable. Do not ship a return until Smartivo has provided approval and instructions.
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