Return & Refund Policy
Comprehensive return and refund policies for marketplace orders
Last updated: September 4, 2025
1. Overview
We want you to be satisfied with your purchase. This policy explains eligibility, timelines, and how to request a return or refund for orders placed on the marketplace.
All returns and refunds are subject to the terms outlined in this policy and any specific conditions stated on individual product listings.
2. Return Eligibility
Items must be in the same condition you received them, with all original packaging and accessories. Returns must be initiated within the specified return window for your item.
Some items may be non-returnable (e.g., perishable goods, hygiene-sensitive items, custom orders, or digital products). Check the product listing for specific return information.
3. Return Timelines
Return window: unless otherwise stated on the listing, you may request a return within 14 days of delivery. Some items may have extended return periods as specified by the seller.
Refund processing: approved refunds are typically processed within 5–10 business days to your original payment method. Processing times may vary based on your payment provider.
4. Return Shipping Costs
Unless otherwise stated, customers are responsible for return shipping costs. Return shipping labels may be provided for defective items or seller errors.
If the item is defective or incorrect, the seller may cover return shipping. Provide photos and detailed descriptions to support your return request.
5. How to Request a Return
Go to your order details page and contact the seller via the conversation. Provide your order ID, reason for the return, and any supporting evidence (e.g., photos).
Follow packaging and shipping instructions if a return is authorized. Ensure items are properly packaged to prevent damage during return shipping.
6. Damaged or Defective Items
If your item arrives damaged or defective, contact us promptly with photos and details. We will work with the seller to remedy the issue per applicable law.
Document all damage with clear photographs before opening packages. This helps expedite the return process and ensures proper resolution.
7. Exchanges & Replacements
Exchanges may be available at the seller's discretion. Otherwise, return the item and place a new order for the desired replacement.
For size or color exchanges, contact the seller directly through your order conversation to arrange the exchange.
8. Refund Methods
Refunds are processed to the original payment method used for the purchase. Credit card refunds may take 3-5 business days to appear on your statement.
PayPal refunds are typically processed within 24-48 hours. Store credit may be offered as an alternative to cash refunds in some cases.
9. Non-Returnable Items
Certain items cannot be returned due to their nature or legal requirements. These include personalized items, software licenses, gift cards, and items marked as final sale.
Health and beauty items, intimate apparel, and items that cannot be resold for hygiene reasons are generally non-returnable unless defective.
Need help with returns or refunds?
For questions about return policies, refund status, or assistance with returns, our support team is here to help.
Returns Support: For return assistance, contact returns@smart-home-usa.com. For general support, contact support@smart-home-usa.com.