Refund policy

Returns must be issued within 14 days of receiving the initial order and please allow 5-10 days for the refunded amount to appear on your bank statement.

All items will be inspected for damage upon return and a refund will not be issued if the product has been tampered with or is missing components such as raw plugs with the doorbell, or has visible wear/use.

All items must be returned in the condition they are sold in otherwise they will not be accepted for a refund.

In the event of a suspected faulty item where troubleshooting fails to resolve the problem, you can send this back to us for testing. Upon arrival our product team will inspect and test the product. If it is a fault with the item we will then contact you to arrange a replacement/refund – we will also reimburse the postage cost (with a receipt to verify the value) in-line with Royal Mail 2nd class service charges.

Please note: when returning items as part of a smart kit or multipack your refund will be adjusted accordingly to account for the discounted product prices. See the below.

Return of individual items from a kit or multipack will not be received at full price, or fraction of the kit. The method we use for return of individual items is totalling up the value of the individual items should they be purchased separately, removing the value of the returned items, and the difference of the two values being the refund amount. For example, the lighting kit has a value of £70 if the items were sold separately, and the saving being £10. If the LED strip (£30 value) was to be returned for a refund, we would subtract £30 from £70, £40, and subtract that from the cost of the kit, £60. Giving the customer a refund of £20. If you would like more information on this, do not hesitate to contact us.

All returns are posted to: Hey Smart Home, Unit 11 Berkeley Court, Manor Park, Runcorn, WA7 1TQ