Returns & Refunds Policy

Last updated: 17 October 2026

We want you to be completely satisfied with your smart thermostat and our installation service. If for any reason you’re not happy, we offer an additional 30-day goodwill return policy. Your statutory rights remain protected.

Your Right to Cancel

You have the right to cancel your order for any reason within 30 days of receiving your goods or from the date of installation — whichever comes later.

Cancelling or Rescheduling Installations

You can cancel or reschedule your installation at no charge if you give us at least 48 hours’ notice before your appointment.

For example: If your appointment is on a Wednesday morning, notify us by Monday morning.

Cancelling or moving your appointment is free with at least 48 hours’ notice. With less than 48 hours’ notice, our standard charge is 50% of the booking value. A no-show or no access on the day carries a standard charge of the full booking value.

These charges are subject to your statutory rights and must be fair. We take reasonable steps to reduce our loss, including trying to refill the appointment. Any charge will be reduced where necessary so it does not exceed our actual net loss caused by the cancellation or missed appointment, taking account of costs saved and any replacement booking. Ask us for an explanation of any charge.

This appointment policy does not replace a statutory right to cancel or your remedies for faulty goods or services. If you cancel with at least 48 hours’ notice, we refund the payment for the cancelled booking in full.

If you’ve had an emergency or exceptional situation, please contact us — we aim to be fair and flexible.

After Installation

For a voluntary goodwill return within 30 days of installation, we deduct a fixed £80 from your refund for the installation visit. This applies even if we refit your old thermostat. This deduction does not override statutory cancellation rights or remedies for faulty goods or installation.

Contact us first to agree safe removal, return and any refitting arrangements. Do not attempt electrical work yourself.

Return Requirements

• Please include the original packaging where available and return the product in its as-installed condition. Original packaging and unused condition are not blanket conditions for statutory rights.
• All accessories, manuals, and parts must be included
• Return costs depend on the right being exercised and information supplied before purchase. We cover reasonable return costs for faulty goods where required by law.

Exchanges

Exchanges are accepted only within the same 30-day period and only for products that remain unused, unopened, and in factory-sealed condition.

• Any item that has been installed, powered on, or handled is not eligible.
• Customers are responsible for all return and re-delivery costs.
• If the replacement product is higher in value, you must pay the difference. If lower, we will refund the balance.

To request an exchange, please email: hello@smart-thermostat.co.uk

Refunds

Refunds will be issued within 14 days of receiving the returned goods. For statutory goods cancellations, the applicable deadline runs from receipt of the goods or evidence of return, whichever is earlier. Standard outward delivery is refunded where required by law. The fixed £80 deduction applies only to voluntary goodwill returns; any other deduction is made only where legally permitted. Refunds go to your original payment method.

How to Start a Return

Please email: hello@smart-thermostat.co.uk

Include your order number and tell us whether you need a goodwill return, statutory cancellation or help with a fault. You do not have to give a reason when exercising a statutory right to cancel.

Your Statutory Rights

Distance and off-premises purchases

For eligible online, telephone and off-premises goods purchases, you normally have 14 days after receiving the goods to tell us you want to cancel, followed by another 14 days to return them. This statutory right is separate from our 30-day installed-thermostat goodwill offer.

You may inspect goods as you would in a shop. Original packaging and an unused condition are not blanket requirements for exercising statutory rights. A deduction for diminished value may apply only where the law permits it, for handling beyond what is necessary to establish the goods’ nature, characteristics and functioning.

Services started during the cancellation period

Where a statutory 14-day service cancellation period applies, it normally runs from the date the service contract is made. We will only start during that period at your express request. If you then cancel, you may have to pay a proportionate amount for work properly supplied, where legally permitted. The right to cancel a fully performed service is lost only when the legal requirements, including your express consent and acknowledgement, have been met.

Faulty goods and installation

Goods must be as described, of satisfactory quality and fit for purpose. Services must be performed with reasonable care and skill. If there is a problem, contact us promptly so we can arrange the appropriate repair, replacement, repeat performance, price reduction or refund required by law. Faulty goods may qualify for the statutory 30-day short-term right to reject. Neither our goodwill offer nor a warranty limits these rights.

The voluntary exchange conditions above do not restrict statutory rights to repair, replacement or refund for faulty goods or installation.

Exceptions to the Goodwill Offer

Subject to your statutory rights, a goodwill refund may be affected if:

• The returned product is damaged or incomplete
• The return is made outside the eligible time period