Refund policy

Last updated: October 22, 2026

We want you to love your SmartDeen Home. If something isn't right, we're here to help with returns, refunds and order cancellations.

1. Return Eligibility

If SmartDeen Home isn't right for you, you may request a return and refund within 14 days of receiving your device, subject to this policy and applicable consumer protection laws.

To qualify for a standard return:

The device must be in like-new condition, without dents, scratches or signs of excessive use.
All original accessories and included items must be returned.
The device must be returned in its original packaging.
The device will be inspected upon arrival. If items are missing or the device has damage beyond reasonable inspection, we may reduce the refund or decline the return where permitted by law.

To start a return, email support@smartdeen.com with your order number and reason for the return.

Please do not send your device back before receiving approval and return instructions from our team.

For approved standard returns that are not due to a confirmed product defect, damage or an error by SmartDeen, a 15% restocking fee will be deducted from the refund where permitted by law. Original shipping charges are generally non-refundable, and customers are responsible for return shipping costs, except where applicable law requires otherwise.

All return requests are assessed individually. Return eligibility and any deductions will be determined in accordance with this policy and applicable law.

2. Damaged or Defective Devices

We want your SmartDeen Home to arrive in good condition and function as expected. If your device arrives damaged or develops a suspected manufacturing defect or hardware malfunction, please notify us within 5 days of receiving the device so we can investigate promptly.

This reporting request helps us assess the issue quickly and does not limit any rights you may have under applicable law.

Email support@smartdeen.com with your order number, a description of the issue and, where possible, photos or a short video showing the damage or fault.

If a return is approved, our team will provide instructions for sending the device back. Please follow those instructions and ship the device within 5 business days of approval, unless we agree otherwise or applicable law requires a different timeframe.

Depending on the circumstances, our findings and applicable law, we may offer troubleshooting, repair, replacement or a refund.

No restocking fee will apply to a confirmed defective or damaged return. Return shipping costs for approved refunds will be handled in accordance with applicable law and the approved resolution. Where a replacement is approved, SmartDeen will cover the shipping cost of the replacement device.

Nothing in this policy limits any consumer rights that cannot legally be excluded.

3. Replacement Devices

Where appropriate, SmartDeen may offer a replacement device for confirmed manufacturing defects, transit damage or other issues covered by applicable law.

Approved replacements will be provided at no additional charge, and SmartDeen will cover shipping for the replacement device.

A replacement does not remove any right you may have to another remedy, including a refund where required or available under applicable law.

For manufacturing defects covered by the limited manufacturer's warranty, please also refer to our separate Warranty Policy.

4. Returning Your Device

Once your return is approved, our team will provide instructions on how and where to send the device.

Please package the device carefully and retain your tracking information and proof of postage. Approved returns must be shipped within the timeframe provided by our support team, subject to applicable law.

If a returned device has missing accessories or damage caused during return shipping, we may apply an appropriate deduction where permitted by law and supported by the circumstances.

Please do not send a device to our business address unless our support team has instructed you to do so.

5. Refunds

5.1 Refund Eligibility

For an approved standard return, the refund will be calculated after deducting the applicable 15% restocking fee and any other lawful deductions for missing items or diminished value.

For confirmed defective or damaged devices, the appropriate remedy will depend on the circumstances, our assessment and applicable consumer protection laws. No restocking fee will apply to a confirmed defective or damaged return.

Submitting a return request or reporting an issue does not automatically guarantee a refund or replacement.

5.2 How and When Refunds Are Issued

Approved refunds are generally issued to the original payment method.

Once we receive and inspect the returned device, please allow 7–14 business days for refund processing. Your bank or payment provider may require additional time for the funds to appear in your account.

Refunds will be processed within any shorter timeframe required by applicable law.

5.3 Shipping Charges

For standard returns, original shipping charges are generally non-refundable, and customers are responsible for return shipping costs, except where applicable law requires otherwise.

For confirmed defective or damaged products, return shipping costs and any refund of original shipping charges will be handled in accordance with applicable law and the approved resolution.

6. Order Cancellations

If you need to cancel an order, email support@smartdeen.com as soon as possible and include your order number.

Before dispatch: We will cancel the order and issue a refund for the amount paid, including applicable shipping charges, subject to applicable legal requirements.
After dispatch: We generally cannot stop a shipment once it is in transit. You may request a return under this policy, subject to the applicable terms and any cancellation, return or refund rights provided by law.

For eligible returns following dispatch, original shipping charges are generally non-refundable and the applicable restocking fee may apply, except where applicable law requires otherwise.

If we cannot fulfil an order within the promised delivery timeframe, we will notify you and provide the cancellation and refund options required by applicable law.

Please contact us by email for order-related requests so our support team can track and process your case.

7. Customer Support

We're here to help with returns, refunds, damaged products and order-related questions.

Email: support@smartdeen.com

We aim to respond within 1–2 business days.

Please contact us by email for order-related requests so we can keep track of your case and help resolve it efficiently.

8. Your Consumer Rights

SmartDeen serves customers in multiple countries. Consumer protection laws vary by location and may provide rights relating to cancellations, defective products, refunds, repairs and replacements.

Nothing in this policy is intended to exclude, restrict or modify any right or remedy that cannot lawfully be excluded, restricted or modified.

Where applicable law provides rights more favourable than those described in this policy, those legal rights will prevail.

This policy should be read alongside our separate Warranty Policy, which explains the coverage and process for claims under the SmartDeen Home limited manufacturer's warranty.

9. Contact Us

For returns, refunds, cancellations or damaged-product claims, contact:

SmartDeen, Inc.

2549 Irving St, #1105
San Francisco, California 94122
United States

Email: support@smartdeen.com