RETURN AND EXCHANGE POLICY

At ROC Smart Home, we want you to be completely satisfied with your purchase. We stand behind the quality of our products and are committed to a hassle-free return and exchange process. Please review the following policy carefully.

1. Return & Exchange Window

· Standard Return/Exchange Period: You have 30 days from the date of delivery to return or exchange most items.

· Holiday Extension: For purchases made between November 1st and December 25th, the return period is extended until January 31st of the following year.

2. Conditions for Returns & Exchanges

To be eligible for a return or exchange, your item must be:

· In its original condition: Unused, uninstalled, and with no signs of wear or damage.

· In the original packaging: All items must be returned in their original manufacturer's box, including all accessories, manuals, cables, and documentation.

· Accompanied by proof of purchase: A valid receipt, order confirmation email, or invoice is required.

3. How to Initiate a Return or Exchange

Step 1: Contact Us

Please contact our customer service team within the return window to initiate the process.

· Email: rocsmarthomeCS@gmail.com

· Phone: (+84)846823388

· Contact Form

You will need to provide your order number and the reason for the return/exchange.

Step 2: Receive Instructions & RMA Number

We will provide you with return instructions and aReturn Merchandise Authorization (RMA) number. Returns without an RMA number may be refused.

Step 3: Ship Your Item

Securely package the product in its original box,include all contents, and ship it to the address we provide. We recommend using a trackable and insured shipping service, as you are responsible for the item until it reaches our warehouse.

4. Return Shipping Costs

· Changed Your Mind / Incorrect Order: The customer is responsible for the cost of return shipping.

· Defective or Incorrect Item Shipped by Us: We will provide a prepaid shipping label at our expense.

5. Refunds

· Processing Time: Once we receive and inspect your returned item, we will process your refund within 5-7 business days.

· Refund Method: Refunds will be issued to the original payment method. Please note that your bank or credit card company may take additional time to post the refund to your account.

· Deductions: For returns that are not due to our error, shipping costs are non-refundable. A restocking fee may apply if the item is not returned in its original condition (see section 7).

6. Exchanges

We are happy to exchange an item for a different model or color, subject to availability. If the exchange item is of a higher value, you will be charged the difference. If it is of a lower value, you will be refunded the difference.

7. Non-Returnable & Final Sale Items

The following items are FINAL SALE and cannot be returned or exchanged unless they are defective:

· Opened Software: Any software, digital codes, or subscriptions that have been opened or downloaded.

· Personalized or Custom-Ordered Products: Items that have been specially ordered, configured, or personalized.

· Clearance or "As-Is" Items: Any product sold on a final sale or clearance basis.

· Opened Smart Home Hubs & Controllers: If the original packaging has been opened and the device has been registered to an account.

8. Restocking Fee

A 15% restocking fee may be applied to returns of non-defective items that have been opened, used, or are missing original packaging and accessories. This fee helps cover the cost of processing and repackaging the product, which can no longer be sold as new.

9. Damaged or Defective Items

If your item arrives damaged or is defective, please contact us immediately at rocsmarthomeCS@gmail.com.

· We will arrange for a replacement, repair, or refund at our discretion.

· We may require photos or a video of the damage or defect to assist in the resolution.

· For certain items, we may direct you to the manufacturer's warranty for support after the initial 30-day period.

10. Manufacturer's Warranty

Most of our products are covered by a manufacturer's warranty. The terms and length of these warranties vary by brand. Please refer to the product documentation for details. We are happy to assist you in facilitating a warranty claim after our return period has ended.

11. Questions?

If you have any questions about our return policy, please don't hesitate to contact us.

Email: rocsmarthomeCS@gmail.com

Phone: (+84)846823388

Hours: 8:00 - 19:00