Frequently Asked Questions
Answers before you request.
Product condition, compatibility, installation history, and available inventory may affect the final resolution.
How long do I have to request a return or exchange?
Eligible products may be returned or exchanged within 30 days of delivery. Submit the request before the window closes and wait for instructions before shipping.
What details should I include?
Include your order number, full name, checkout email, product name, delivery date, request type, reason, item condition, and clear photos when needed.
Can I return a product after installation?
Installed products may require additional review. Permanent modifications, drilled surfaces, cut wiring, missing parts, or installation damage may affect eligibility.
Should I remove my account first?
When instructed, remove the device from apps, household permissions, cloud accounts, Wi-Fi networks, and automation routines, then complete approved reset steps.
Where should I send my return?
Use only the destination supplied for your approved request. Do not use the Smartivo business address unless support confirms it in the return instructions.
When will an approved refund appear?
After inspection and approval, the refund is issued to the original payment method. Your payment provider may require additional time to post the credit.
Can I exchange for a different model?
Model exchanges depend on eligibility, compatibility, stock availability, and any price difference. Available options are confirmed after review.
What if my order arrived damaged or incomplete?
Report the issue promptly with order details and clear photos of the product, packaging, shipping label, and included components.