Returns & Refunds Policy
Last updated: 30 April 2025
If you experience a problem after installation, we’ll prioritise your booking and get it resolved as quickly as possible.
- If the issue is due to our installation, we will return and fix it at no cost to you.
- If the issue is with the thermostat itself, we’ll help you follow the manufacturer’s warranty or support process.
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 a 14-day return and refund policy in line with UK consumer rights.
Your Right to Cancel
You have the right to cancel your order for any reason within 14 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 scheduled appointment.
For example, if your appointment is on a Wednesday morning, you must let us know by Monday morning.
If you cancel within 24 hours of your appointment time, we reserve the right to charge up to 50% of the order total, or 50% of a standard call-out charge at our discretion, to cover time and resource costs.
We aim to be fair — if there’s a genuine emergency or exceptional circumstance, just let us know. We’ll always try to help.
If Installation Has Already Taken Place
If you’re not satisfied after the installation, you may still cancel within 14 days. An £80 deduction will be made from your refund to cover call-out and labour costs. You will be responsible for arranging the removal and safe return of the thermostat device.
Return Requirements
- The device must be in its original packaging and unused or in “as-installed” condition.
- All accessories, manuals, and parts must be returned.
- You are responsible for the cost and arrangement of return shipping.
Refunds
Once we receive and inspect your returned product, we will issue your refund (minus applicable deductions) within 14 days of receipt. Refunds will be sent back to your original payment method.
How to Start a Return
To initiate a cancellation or return, please email us at:
📧 support@smart-thermostat.co.uk
Please include your order number and the reason for return in your message.
Exceptions
We reserve the right to refuse a full refund if the product is returned damaged, missing parts, or outside the eligible return period.