Introduction
At Smart Home Germany, we strive to provide high-quality services and products that meet our customers' expectations. We understand that there may be situations where a refund is necessary. This Refund Policy outlines the conditions, procedures, and timeframes for requesting and processing refunds for our services and products.
This policy is designed to be fair to both our customers and our business. It complies with relevant consumer protection laws in Germany and the European Union, including the German Civil Code (BGB) and the EU Consumer Rights Directive.
1. Services Refund Policy
Our services include consultations, system design, installation guidance, and other professional advisory services related to smart home technologies.
1.1 Eligibility for Service Refunds
You may be eligible for a refund of our services under the following conditions:
- Cancellation Prior to Service Delivery: If you cancel a scheduled service at least 48 hours before the agreed service time, you are eligible for a full refund.
- Service Not Performed: If we fail to provide the service you paid for within the agreed timeframe, you are entitled to a full refund.
- Inadequate Service Quality: If you can demonstrate that the service provided significantly failed to meet the professional standards described in our service agreement, you may be eligible for a partial or full refund, depending on the circumstances.
1.2 Service Refund Limitations
The following limitations apply to service refunds:
- Cancellations made less than 48 hours before the scheduled service time may be subject to a cancellation fee of 25% of the service cost.
- Once a service has been fully delivered and accepted by you, refunds will only be considered in exceptional circumstances where there is clear evidence that the service did not meet reasonable professional standards.
- Refunds for ongoing subscription services will be prorated based on the unused portion of the service period.
2. Product Refund Policy
For physical products purchased through our website or during consultations, the following refund policy applies:
2.1 Eligibility for Product Refunds
You may be eligible for a product refund under the following conditions:
- Damaged or Defective Products: If you receive a product that is damaged or defective upon arrival, you are eligible for a full refund or replacement, at your choice.
- Incorrect Products: If you receive a product that is substantially different from what was ordered, you are eligible for a full refund or the correct product, at your choice.
- Withdrawal Right: In accordance with EU consumer protection laws, you have the right to withdraw from the purchase contract within 14 days of receiving the product without giving any reason (the "cooling-off period").
2.2 Product Return Process
To return a product for a refund:
- Contact our customer service team at [email protected] or +448866496174 within the eligible refund period.
- Provide your order number, the reason for the return, and photographic evidence if the product is damaged or defective.
- Our customer service team will provide you with a return authorization number and return instructions.
- Return the product in its original packaging with all accessories, manuals, and documentation included.
- We recommend using a tracked shipping service for all returns.
2.3 Product Refund Limitations
The following limitations apply to product refunds:
- Products must be returned in their original condition and packaging, with all accessories and documentation.
- Products that have been used, damaged, or altered after delivery may not be eligible for a full refund.
- Special order or customized products may not be eligible for return unless they are defective or significantly different from what was specified in the order.
- Digital products or software that has been downloaded or activated are not eligible for refund unless they are defective.
- The cost of return shipping is generally the responsibility of the customer, except in cases where the product is defective or was incorrectly sent.
3. Refund Processing
3.1 Refund Methods
Refunds will be processed using the same payment method used for the original purchase. For example:
- Credit or debit card payments will be refunded to the same card.
- Bank transfers will be refunded to the originating bank account.
- PayPal payments will be refunded to the PayPal account used for the purchase.
3.2 Refund Timeframes
We strive to process refunds promptly:
- Service cancellation refunds will be processed within 5 business days of the cancellation approval.
- Product return refunds will be processed within 10 business days of receiving the returned product at our facility and confirming its condition.
- After we process the refund, it may take an additional 3-10 business days for the refund to appear in your account, depending on your payment provider's policies.
4. How to Request a Refund
To request a refund, please follow these steps:
- Contact Our Customer Service: Email us at [email protected] or call +448866496174 during business hours (Monday-Friday, 9:00 AM - 6:00 PM CET).
- Provide Required Information: Include your order number, date of purchase, description of the product or service, and the reason for the refund request.
- Include Supporting Documentation: If applicable, provide photos of damaged products or detailed descriptions of service issues.
- Wait for Confirmation: We will review your request and respond within 2 business days to confirm receipt and provide further instructions if needed.
You can also initiate a refund request by filling out the Refund Request Form on our website or by sending a written request to:
Smart Home Germany
Attn: Refunds Department
875 George Hills North
Scarlettport SE11 5SD
5. Special Circumstances
5.1 Promotional or Discounted Items
Products or services purchased with promotional discounts or as part of a special offer may have different refund conditions. Any special refund terms will be clearly stated at the time of purchase.
5.2 Gift Cards and Store Credits
Gift cards and store credits are generally non-refundable unless required by law. However, they can be used for future purchases on our website or services.
5.3 Bundle Purchases
For products or services purchased as part of a bundle or package, refunds will be calculated based on the individual value of the returned item(s) within the bundle, not the discounted bundle price.
5.4 Extended Service Contracts
Refunds for extended service contracts or maintenance plans will be prorated based on the unused portion of the contract period, minus any service already provided and a processing fee of €25.
6. Exceptions to the Refund Policy
Certain circumstances are not covered by our standard refund policy:
- Incompatibility Issues: Refunds will not be provided for products that are incompatible with your existing systems if such incompatibility was clearly stated in the product description or if you declined our compatibility assessment service.
- User Error: Damage or issues resulting from improper use, installation contrary to our instructions, or modification of the product are not eligible for refunds.
- Third-Party Services: We cannot provide refunds for services performed by third-party contractors recommended by us but contracted directly by you.
- Change of Mind: Beyond the 14-day cooling-off period for products, we do not offer refunds solely based on a change of mind or if you no longer need the product or service.
7. Statutory Rights
This Refund Policy does not affect your statutory rights as a consumer. In accordance with German and EU law, you have certain non-excludable rights, including:
- The right to receive products that are of acceptable quality, fit for purpose, and as described.
- The right to services that are performed with reasonable care and skill and completed within a reasonable time.
- The right to a 14-day cooling-off period for most online purchases of goods and services.
- The right to a remedy if a product has a major fault or if a service has a major failure.
If you believe that your statutory rights have been breached, please contact us immediately, and we will address your concerns in accordance with applicable law.
8. Changes to This Policy
We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on our website. For significant changes, we will make reasonable efforts to notify our customers.
The refund terms that apply to your purchase are those in effect on the date of your purchase. Any subsequent changes to our refund policy will not retroactively affect purchases made before the change.
9. Contact Information
If you have any questions or concerns about our Refund Policy, please contact us at:
Smart Home Germany
875 George Hills North
Scarlettport SE11 5SD
Phone: +448866496174
Email: [email protected]
Our customer service team is available Monday through Friday, 9:00 AM to 6:00 PM Central European Time.
