Refund and Returns Policy

At SmartHome Tanzania, we are committed to supplying quality smart home products and to making sure our customers are satisfied. Please read this policy carefully before making a purchase. It applies alongside our Terms and Conditions and our Shipping and Delivery Policy.

The short version

• Changed your mind, and the box is still sealed? Return it within 7 days and we will refund you.
• Faulty, or not working out of the box? Tell us within 3 days and we will replace it.
• Outside those windows, all sales are final.

We would far rather you asked before you buy than found out afterwards. If you are not certain a product will do what you need, or fit what you already have, message us on WhatsApp and we will tell you straight.

Unused and unopened, within 7 days

If you change your mind, you can return a product for a refund within 7 days of delivery or collection, provided the box has not been opened. The manufacturer’s seal must be intact, and the packaging must be complete and undamaged, in the condition it left us in.

Once the seal is broken this return no longer applies. Smart home hardware is registered to an account and to a home, and a device that has been powered up cannot be sold again as new. That is why the rule is about the seal rather than about whether the product was used.

Faulty or dead on arrival, within 3 days

If a product is damaged when it reaches you, or does not work when you first set it up, we will replace it. The claim must reach us within 3 days of delivery or collection.

Check the item when it arrives. If you are paying cash on delivery, open the box while the rider is still with you if you can, and tell us the same day if something is wrong.

The remedy here is a replacement, not a refund. If the same product is no longer available, we will agree an alternative with you.

After 3 days, a fault is a matter for the manufacturer, and the warranty section below explains what we do about that.

What we need from you

• Proof of purchase — an order number, a receipt, or the WhatsApp thread the order was placed on.
• The product back in its original packaging, with everything that came in the box, including manuals, accessories, keys and fixings.
• For a fault, a short description of what happens, and a photo or video where that helps.

Non-returnable items

The following cannot be returned or refunded:

• items that are used, damaged or altered after purchase;
• any product where the seal has been broken, outside a valid 3 day fault claim;
• goods without proof of purchase;
• items brought back after the 7 day return window or reported after the 3 day fault window;
• any customised or special order items;
• clearance or discounted products;
• installation and labour charges, once the work has been carried out.

Return process

• Contact us first, within the window that applies, and tell us the order number and what is wrong.
• We will assess the claim and give you return instructions if it qualifies.
• Customers are responsible for bringing the item back to our office in Upanga, or for arranging return shipping at their own cost.
• We inspect the item on arrival before a refund or replacement is approved.

How refunds are paid

• Approved refunds are paid back by the same method you paid with — mobile money, bank transfer or card.
• We do not refund in cash under any circumstances.
• Delivery charges are not refunded once an order has been dispatched.
• Refunds are processed once the returned item has reached us and passed inspection.

Manufacturer warranty

We do not offer a warranty of our own. Where the manufacturer provides one, we will raise the claim with them on your behalf. Warranty terms, timeframes and outcomes are set by the manufacturer, not by us.

Contact us

For further assistance, please contact our customer support team.

• WhatsApp: +255 795 136163
• Email: info@smarthome.co.tz
• Office: Girl Guides Building, Ground Floor, Kibasila / Mfaume Street, Upanga, Dar es Salaam, Tanzania (landmark: Diamond Jubilee & Shaban Robert Secondary School)