Refund policy

At SmartHomeNest, we want you to love your smart home purchases. This policy outlines your options for returns, refunds, and remedies for faulty items. Nothing in this policy affects your statutory rights under the New Zealand Consumer Guarantees Act 1993 (CGA) or any other applicable laws.

1. Change of Mind Returns (Voluntary Policy)

We offer a 30-day change-of-mind return window for most items.

You may return unused, unopened, and resale-ready items within 30 days of delivery for a full refund or exchange.
To be eligible:
- The item must be in its original packaging, with all tags, accessories, and documentation included.
- Proof of purchase (order number or receipt) is required.
- You are responsible for return shipping costs unless the item is faulty (see below).
Non-returnable items (change of mind):
- Personalized or custom-made products.
- Opened/used hygiene or safety-related items (e.g., certain security cameras, earbuds, or wearable devices once packaging is removed).
- Digital downloads, software, or subscriptions.
- Sale/final clearance items (unless faulty).

To start a change-of-mind return, contact us at smarthomenest13@gmail.com with your order number within the 30-day period. We will provide instructions and, if approved, a return label or address.

Refunds for approved change-of-mind returns will be processed to your original payment method within 10 business days of receiving and inspecting the returned item. Original shipping fees are non-refundable.

2. Faulty, Damaged, or Non-Conforming Goods (Consumer Guarantees Act Rights)

Under the Consumer Guarantees Act (CGA), all goods must be of acceptable quality, fit for purpose, match their description, and arrive in good condition. If your product has a fault (minor or major), you have strong rights:

Minor fault: We will repair the item, replace it, or refund you (at our discretion), at no cost to you. We will do this within a reasonable time.
Major fault (e.g., the product is unsafe, significantly different from description, or a reasonable consumer would not have bought it knowing the issue): You can choose a replacement or full refund (including reasonable delivery costs you paid).
You may also claim reasonably foreseeable losses caused by the fault.

Exclusions: We are not responsible under the CGA if the fault was caused by misuse, accident, normal wear and tear, or failure to follow instructions.

To make a CGA claim, contact us as soon as possible with photos/description of the issue, your order details, and proof of purchase. We may ask you to return the item (we'll cover return shipping for valid claims).

3. Refunds Process

Refunds are issued to the original payment method.
Processing time: Usually 5–10 business days after we receive and approve the return/claim (bank processing may add extra time).
We do not offer cash refunds in person unless required by law.
Store credit or gift cards may be offered as an alternative in some cases (your choice for change-of-mind returns).

4. Damaged in Transit

If your order arrives damaged, contact us within 7 days of delivery with photos. We will arrange a replacement or refund (including shipping) at no extra cost to you.