Refund and Returns Policy

Last updated: 01 January 2026

At Ask SmartHome, we take pride in supplying high-quality smart locks and
professional installation services. Please read our Returns & Refunds
Policy carefully, as different rules apply depending on the product or
service purchased.

    1. 1 – Overview of Our Product Offerings

      We offer two purchase options:

      1. Smart Lock Product Only

        • The smart lock is supplied and delivered to the customer.
        • Installation is not included.

      2. Smart Lock + Installation

        • The smart lock is supplied and installed by our technicians.
        • This includes labour, configuration, and on-site setup.

    1. 2 – Returns: Smart Lock – Product Only

      1. Eligibility for Returns

        You may request a return within 180 days of delivery, provided that:

        • The smart lock is unused, uninstalled, and in its original
          packaging
        • All accessories, manuals, keys, cards, and components are
          included
        • The product is in resaleable condition

      2. Non-Returnable Items

        Returns will not be accepted if:

        • The lock has been installed, fitted, or tampered with
        • The packaging has been significantly damaged
        • Any parts are missing
        • The product was damaged due to misuse, incorrect installation,
          or electrical faults outside the manufacturer’s specifications

      3. Return Process

        To initiate a return:

        • Email us at info@asksmarthome.co.za
        • Include your order number and reason for return
        • Once approved, you will receive return instructions

        Return shipping costs are the customer’s responsibility, unless
        the item is defective or incorrect.

    1. 3 – Refunds: Smart Lock – Product Only

      • Approved refunds will be processed within 7-10 business days after
        inspection.
      • Refunds are issued to the original payment method.
      • Original delivery fees are non-refundable, unless the return is due
        to our error.

    1. 4 – Smart Lock + Installation (Installed Products)

      No Returns After Installation

      Once a smart lock has been installed, the product becomes
      non-returnable and non-refundable. This is because:

      • The product has been customized and configured for your property
      • Removal may compromise the integrity of the lock or door
      • Installation is a service that cannot be reversed

    1. 5 – Installation Service Policy

      • Installation fees are non-refundable once the service has been
        completed
      • If installation is cancelled at least 24 hours before the scheduled
        time, the installation fee may be refunded or rescheduled
      • Same-day cancellations or no-shows may result in a cancellation fee

    1. 6 – Faulty or Defective Products

      1. Manufacturer Warranty

        All smart locks are covered by a manufacturer warranty (period
        of 6 months).  If your lock is defective:

        • We will assess whether the issue is due to manufacturing fault
        • If confirmed, the product will be repaired, replaced, or
          refunded in line with the warranty terms

      2. What Is Not Covered

        The warranty does not cover:

        • Normal wear and tear
        • Damage caused by power surges or incorrect wiring
        • Water damage where the lock is not rated for outdoor use
        • Damage caused by third-party installers

    1. 7 – Incorrect or Damaged Deliveries

      If you receive:

      • The wrong product
      • A product damaged in transit

      Please notify us within 48 hours of delivery, with photos included. We
      will arrange a replacement or refund at no additional cost.

    1. 8 – Consumer Protection Act (CPA)

      This policy complies with the South African Consumer Protection Act
      (CPA). Nothing in this policy limits your statutory rights under
      applicable law.

  1. 9 – Contact Us

    For all returns, refunds, or warranty queries, contact us at: