Return & Refunds
Wyshome – Return & Refund Policy
Last Updated: July 9, 2026
1. Overview
At Wyshome, we stand behind the quality and performance of our smart home products—from gateways and switches to curtain systems and sensors. We want you to be completely satisfied with every purchase.
This Return & Refund Policy (the "Policy") explains your rights and obligations when returning products purchased directly from our website. Please read it carefully before making a purchase.
By placing an order, you acknowledge that you have read and agree to this Policy.
If you have any questions, please contact us at service@wyshome.com or through our customer support channels.
2. Your Right to Cancel (Cooling-Off Period)
If you are a consumer located in a jurisdiction that grants a statutory cooling-off period (such as the European Union, United Kingdom, or other regions with similar consumer protection laws), you have the right to cancel your order within 14 calendar days of receiving the product.
To exercise this right:
- You must notify us of your decision to cancel before the 14-day period expires.
- You must return the product to us at your own cost, unless otherwise required by applicable law.
- The product must be in original condition (unused, unopened, and complete with all accessories and packaging).
Important Note: For smart home products that have been installed, configured, or activated, we may apply a restocking fee or decline the return if the product is no longer in a resalable condition, as permitted by applicable law.
3. 30-Day Satisfaction Guarantee
In addition to any statutory rights, Wyshome offers a 30-Day Satisfaction Guarantee on all products purchased directly from our Site.
You may return any product for any reason within 30 calendar days of the delivery date, provided that:
- The product is unused, unopened, and in its original packaging;
- All accessories, manuals, cables, and components are included;
- The product shows no signs of physical damage, scratches, or tampering;
- The original proof of purchase (order number or receipt) is provided.
This guarantee applies to both standard and clearance items, unless explicitly stated otherwise on the product page.
4. Return Eligibility & Conditions
To be eligible for a return and refund, the following conditions must be met:
| Condition | Requirement |
|---|---|
| Timeframe | Return request must be submitted within 30 calendar days of delivery. |
| Product Condition | Product must be in brand-new, unused, and resalable condition. |
| Packaging | Original packaging must be intact and undamaged. |
| Accessories | All included accessories, cables, brackets, and documentation must be returned. |
| Proof of Purchase | Order number or receipt must be provided. |
| Registration | Any product registration or activation must not have been completed. |
Please note: Products that have been installed, mounted, wired, or have had their seals broken may not be eligible for return under the 30-day guarantee. Such returns will be assessed on a case-by-case basis and may be subject to a restocking fee of up to 15–25% of the product price.
5. Non-Returnable Items
The following products and services cannot be returned or refunded:
- Customized or personalized products (e.g., custom-engraved switches or bespoke curtain rail systems);
- Products sold as "Final Sale" or "Clearance" with explicit no-return labels;
- Digital products or software licenses (e.g., firmware upgrades, app subscriptions);
- Products that have been installed, wired, or permanently mounted (unless defective);
- Products damaged due to misuse, abuse, improper installation, or unauthorized modification;
- Products purchased from third-party retailers or resellers (please contact the retailer directly);
- Returns submitted after the 30-day deadline (we may offer a replacement or store credit at our discretion);
- Free promotional items or gifts (these must also be returned if the main product is returned).
6. Defective or Faulty Products
If your product arrives defective, damaged in transit, or develops a fault covered under our warranty, we will make it right at no cost to you.
For defective products, you have two options:
| Option | Description |
|---|---|
| Option 1 – Replacement | We will send you a brand-new replacement unit as soon as possible. You will not need to return the defective item unless we request it (we will provide a prepaid return label). |
| Option 2 – Full Refund | If a replacement is not available or you prefer a refund, we will issue a full refund including the original shipping costs (where applicable). |
To report a defective product:
- Contact us at service@wyshome.com within 7 calendar days of receiving the product (or within the applicable warranty period for faults that develop later);
- Provide your order number, product name, and a clear description of the issue;
- Include photos or videos showing the defect or damage (this helps us resolve your case faster).
Warranty Coverage: Our products are covered by a manufacturer's warranty against defects in materials and workmanship. For specific warranty periods and terms, please refer to the product page or the warranty card included with your product.
7. How to Initiate a Return
Follow these simple steps to return a product:
Step 1: Submit a Return Request
Go to our website, log in to your account, and navigate to "My Orders." Select the order containing the product you wish to return and click "Request Return."
If you checked out as a guest, please email us at service@wyshome.com with your order number and reason for return.
Step 2: Receive Return Authorization
We will review your request and, if approved, send you:
- A Return Merchandise Authorization (RMA) number;
- Our return shipping address;
- Any relevant return shipping instructions.
Important: Do not send any products back without an RMA number. Unauthorized returns may be refused or subject to processing delays.
Step 3: Pack and Ship
- Repack the product securely in its original packaging to prevent damage in transit;
- Clearly write the RMA number on the outside of the package;
- Ship the package via a trackable shipping method (we recommend using a service with tracking and insurance).
You are responsible for return shipping costs unless the return is due to a defective or incorrectly shipped product. In such cases, we will provide a prepaid return label.
Step 4: Inspection & Refund
Once we receive your return, our quality control team will inspect the product within 3–5 business days.
- If approved, your refund will be processed within 7 business days of inspection.
- You will receive a confirmation email once the refund has been issued.
8. Refund Methods & Processing Time
| Scenario | Refund Amount | Processing Time | Refund Method |
|---|---|---|---|
| Standard return (30-day guarantee) | Full product price (excluding original shipping fees) | 7–14 business days after receipt | Original payment method |
| Defective / faulty product | Full product price + original shipping fees | 7–14 business days after receipt | Original payment method |
| Product not returned in original condition | Partial refund (minus restocking/damage fee) | 7–14 business days after receipt | Original payment method |
| Canceled order (before dispatch) | Full refund (including shipping) | 3–5 business days | Original payment method |
Please note:
- The time it takes for a refund to appear in your account depends on your bank or payment provider (typically 3–10 business days).
- Original shipping charges are non-refundable for standard returns (change of mind, accidental order, etc.).
- If you used a discount code or promotion, the refund will reflect the discounted price paid.
9. Restocking Fees
For returns that are eligible but not in perfect resalable condition, we reserve the right to charge a restocking fee to cover our costs of repackaging, re-testing, and refurbishing.
| Condition | Restocking Fee |
|---|---|
| Product opened but unused, all parts included | Up to 15% |
| Product installed, partially used, or packaging damaged | Up to 25% |
| Product damaged due to improper handling by customer | May be declined or subject to additional deduction |
We will notify you before applying any restocking fee and give you the option to accept the reduced refund or have the product returned to you at your expense.
10. Warranty Returns
Products that develop faults during the warranty period are covered separately under our Manufacturer's Warranty.
Warranty Periods:
| Product Category | Warranty Period |
|---|---|
| Smart Gateways | 24 months |
| Smart Switches | 24 months |
| Smart Curtain Systems | 24 months |
| Sensors (all types) | 12 months |
| Accessories (cables, adapters, remotes) | 12 months |
For warranty claims:
- Please contact us at service@wyshome.com with your order number and a description of the fault.
- If the product is within the warranty period and the fault is due to a manufacturing defect, we will provide a replacement or repair at no cost.
- Shipping fees for warranty returns may be covered by us, depending on the nature of the claim and your location.
11. Refunds for Gift Purchases
If you receive a Wyshome product as a gift and wish to return it:
- You may return the product in accordance with this Policy;
- The refund will be issued to the original purchaser's payment method;
- Alternatively, we can issue a store credit in your name if you prefer.
Please contact us and specify that your purchase was a gift when submitting your return request.
12. Cross-Border Returns (International Orders)
For international returns:
- Return shipping costs are the responsibility of the customer, unless the return is due to a defect or our error.
- You are responsible for customs clearance, duties, and taxes on return shipments.
- Please clearly mark the package as "Returned Goods" and include the RMA number to avoid customs delays.
Important: Do not use expedited shipping services (e.g., DHL Express, FedEx Priority) for returns unless we have expressly approved it. Excessive shipping costs will not be reimbursed.
13. Damaged in Transit
If your product arrives damaged:
- Do not accept the package if the damage is visible at the time of delivery;
- Take clear photos of the damaged packaging and the product;
- Contact us within 48 hours of receiving the product at service@wyshome.com;
- Provide your order number and photos so we can initiate a carrier claim and arrange a replacement or refund.
We will handle the claim with the carrier on your behalf. You will not be charged for reshipment.
14. Missed or Incorrect Items
If you receive:
- An incorrect product (different from what you ordered);
- A missing item (not all ordered products were included in the package);
- A product with missing accessories (e.g., missing bracket, cable, manual);
Please contact us within 7 calendar days of delivery at service@wyshome.com with your order number and a description of the issue.
We will promptly ship the correct item, missing accessory, or issue a partial refund as appropriate.
15. Refund Exceptions & Conditions
We reserve the right to deny a return or reduce the refund amount if:
- The product has been used, installed, or configured beyond what is necessary to inspect it;
- The product has been damaged by the customer (physical damage, liquid damage, etc.);
- The product has been modified, repaired, or tampered with by a third party not authorized by Wyshome;
- The return request is submitted after the 30-day window;
- The product was purchased from an unauthorized reseller or third-party platform.
In such cases, we will notify you of our decision and, where applicable, offer to return the product to you at your cost.
Thank you for choosing Wyshome. We value your trust and are committed to making your smart home journey as seamless as possible.
