Smarthome Return & Exchange Policy


Smarthome.com offers a 30-day return policy on most products

  • Returns in new condition with original packaging and accessories are eligible to receive a refund.
  • Returns must include the receipt or invoice as proof of purchase, as well as a copy of the RMA (Return Merchandise Authorization) issued by Smarthome.
  • Returns must be postmarked within 30 days of original ship date.
  • Only products purchased from Smarthome.com or from Smarthome via phone are entitled to a refund. Refunds will be credited to the original method of payment in the amount of your original purchase price, less any shipping charges. Refunds are usually reflected on your card account within 7 business days of Smarthome’s receipt of your return.
  • Customer is responsible for return shipping charges.

Exceptions to 30-day return policy

  • Used Products - Insteon Refurbished items
    • Insteon Refurbished items are not eligible for refund. Exchanges on these items are only accepted within 30 days of original ship date if items are defective.
    • To process an exchange, please contact our Customer Solution Center.
  • Software Products & Custom-Etched Products.
    • Software products and custom-etched products are not eligible for return, refund or exchange. All sales are final.
  • Direct Ship Products.
    • Direct Ship products are not eligible for a return, refund or exchange from Smarthome.
    • If the product is defective, requires an exchange or falls under warranty, please contact the manufacturer for further information.
    • Smarthome does not in any way imply that the manufacturer will provide a refund, exchange or warranty claim.
  • All Other Defective items
    • Defective items returned within 30 days of original ship date will be replaced at no cost to you. Smarthome will send you a prepaid shipping label for your return of the defective item (U.S. customers only).
    • Defective items outside of the 30-day window are subject to manufacturer and/or product warranty information (see “Warranty Information” below).

Warranty Information

  • Insteon Products
    • Most products carry a 2-year warranty. Exceptions are as follows:
      • Insteon cameras carry a 90-day warranty.
      • Insteon refurbished products carry a 30-day warranty.
    • Defective products are eligible for exchange within the warrantied time.
    • Contact our Customer Solution Center to process your exchange. You will need the SKU number and revision number of each product you wish to return (see instructions for locating Insteon product revision numbers here).
  • Smarthome Select Products
    • Smarthome Select products carry a 2-year warranty.
    • Defective products are eligible for exchange within the warrantied time.
    • Contact our Customer Solution Center to process your exchange.
  • Non-Insteon Products
    • Smarthome will replace defective products within the manufacturer’s warranty for the brands listed below:
      • 2GIG, Alarm Controls, Aube, Clearwave, DSC, Elk, Honeywell, Legrand, Leviton, LyriQ, OnQ, Pass & Seymour, Powerhouse, Venstar, Visonic, Winland Electronics, X10.
    • Contact our Customer Solution Center to process exchange.
    • For any brand not listed above, please contact the manufacturer. Smarthome does not in any way imply that the manufacturer will provide a refund, exchange or warranty claim.

Smarthome warrants to the original purchaser of this product that the product shall be free of defects in design, assembly, material, or workmanship

Important: Warranty doesn’t cover resold used products outside of the Smarthome store.

Product Warranty: Smarthome will repair or replace, at its option and free of charge (except for shipping charges for the product) any defective product. Smarthome reserves the right to discontinue any of its products without notice, and disclaims any limited warranty to repair or replace any such discontinued products. In the event that Smarthome is unable to repair or replace the product (for example, because it has been discontinued), Smarthome will offer either a refund or a credit toward the purchase of another product from Smarthome in an amount equal to the purchase price of the product as evidenced on the original purchase receipt as discounted by its natural use.

What is not covered by this warranty: No warranties will be honored unless the purchaser provides the product for inspection. No warranties will be honored if Smarthome determines that the product has been improperly installed, altered in any way, or tampered with. The Smarthome Product Warranty does not protect against acts of God such as flood, lightning, earthquake, war, vandalism, theft, normal-use wear and tear, erosion, depletion, obsolescence, abuse, damage due to low-voltage disturbances (i.e. brownouts or sags), non-authorized program, or device modification or alteration.

Return Instructions

  • If your purchase was made through a Smarthome account, you can request a return online as follows:
    • Log into your Smarthome account
    • Select “My Orders” from the navigation on the left, click on the order containing the items you wish to return, and click “Return” on the upper right near the order number.
    • Choose the quantity of items you are returning, fill in “Reason”, “Resolution” and any other blank cells, and submit for authorization.
    • You will receive a confirmation email of your request. This is not your RMA Authorization.
    • Once your return is authorized, you will receive a second email - this is your RMA.
  • If you purchased though guest checkout, you may request a return here.
    • Enter your Order ID, Billing Last Name, and either your Email Address or Billing Zip Code, then click “Continue”.
    • Underneath your Order Number, select “Return”
    • Use drop down menus to select Item to Return, Quantity to Return, Return Action, Item Condition and Reason for Return.
    • You will receive a confirmation email of your request. This is not your RMA Authorization.
    • Once your return is authorized, you will receive a second email - this is your RMA.
    • Follow all instructions in the RMA email to process your return.
  • We offer two return and replacement options:.
    • Standard return and exchange: With this method, you return the faulty products to Smarthome, once received we ship the replacement to you. Or you can send a copy of mail receipt of the return to [email protected] with a scanned copy of the receipt, referencing your name and case number, our customer service team can have your replacement released from our warehouse and expedite the process for you.
    • Advanced replacement: With this method, we charge your credit card for the retail value of the product and then ship the replacement item to you. You will need to send the faulty item back to Smarthome – once received the charged amount is refunded.

Terms and Conditions

  • P.O. Box addresses are NOT accepted for RMA returns. You must provide us with a physical address to continue with the RMA process.
  • Smarthome’s sole liability and the exclusive remedy, for any acknowledged defect(s), shall be the repair or replacement of the product in question.
  • For products ordered and shipped out of United States, any expense beyond that of repair or replacement of the product in question, i.e. the shipping and duty fee of return and replacement, is customer’s responsibility.
  • Smarthome does NOT offer refunds unless the product was purchased directly via Smarthome.
  • Replacements are processed upon product availability.
  • Smarthome shall NOT be liable under ANY circumstances for any indirect, incidental or consequential damages.
  • •Warranty is available ONLY to the original purchaser. Include a receipt as proof of purchase and a RMA when returning your item.
  • Once the replacement is shipped, allow 5-7 business days for the unit to arrive. Delivery is typically between 9 AM and 5 PM Monday through Friday.
  • Smarthome is NOT responsible for return freight charges resulting from invalid or expired RMA shipments.

Customer Solution Center Contact:

1-800-762-7846 (option 3)

Mon-Fri 6:00am - 5:30pm PT

Sat and holidays 6:00am - 2:30pm PT

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