Refund & Returns Policy
At Synergy SmartThings, we are committed to delivering high-quality smart home products and professional installation services. This policy outlines your rights and our obligations when a return, refund, or warranty claim is required. We aim to resolve every issue fairly, promptly, and without unnecessary friction.
Last updated: June 2026
1. Eligibility for Returns & Refunds
General Conditions
To qualify for a return or refund, the following conditions must be met:
- The product must be in its original, unused, and undamaged condition.
- Original packaging, manuals, all accessories, and proof of purchase must be included.
- The request must be initiated within 3 working days of purchase or delivery.
- Written approval from our team is required before returning any product. Contact us first via WhatsApp or email — items brought in without prior confirmation will not be accepted.
Valid Reasons for a Return or Refund
- Wrong item dispatched — we sent a product different from what was ordered.
- Manufacturing defect — the product is faulty on arrival, verified upon inspection.
- Product unsuitability — the product does not perform as described at the point of sale.
- Over-purchase — the customer unintentionally ordered more than required.
Items Not Eligible for Return or Refund
- Custom or made-to-order items built or configured specifically for a customer.
- Factory-sealed products that have been opened, unless the item inside is found to be defective — in which case the defect policy applies.
- Products showing signs of wear, misuse, physical damage, or tampering by the customer.
- Products returned after the 3-working-day window without a pre-approved exception.
2. How to Initiate a Return or Refund
Follow these steps to initiate a request. Do not send any product back before receiving authorization.
Reach out via WhatsApp or email with your order reference, the product name, and the reason for your request. Include photos if the item is damaged or incorrect.
Our team will review your request within 1 working day and confirm approval in writing. Please quote your invoice number in all messages — this serves as your return reference. Do not bring the item in until you have received written confirmation from us.
Securely repack the product in its original packaging with all accessories, manuals, and your invoice. Bring it to Suite D4, Silverline Plaza, Garki II or let us know if you need a pickup arranged. Return transport costs are the customer’s responsibility unless we are at fault.
We inspect every returned item thoroughly. If the item does not meet the eligibility criteria, it will be returned to you at your expense and we will explain why.
Once approved, your exchange, store credit, or refund is processed. You will be notified at every stage.
3. Refund & Exchange Options
Our Primary Resolution: Exchange or Store Credit
Our preferred resolution is a product exchange or store credit of equivalent value. This allows us to get you a working product as quickly as possible without delays from bank processing.
- If the replacement item costs less than the returned item, the difference is issued as store credit or applied to a future purchase.
- Store credit is valid for 90 days from the date of issue.
Cash Refunds
Cash refunds are available in circumstances where an exchange or store credit is not a suitable resolution — for example, if the product ordered is out of stock with no suitable alternative. Cash refund requests are reviewed case-by-case and approved at management’s discretion.
- Approved cash refunds are processed within 5 working days via the original payment method or bank transfer.
Transport & Dispatch Costs
- Return transport is the customer’s responsibility in all standard cases.
- Where Synergy SmartThings is at fault (wrong item dispatched, verified manufacturing defect), we cover the cost of return collection and re-delivery.
4. Product Warranty
All products sold by Synergy SmartThings carry a minimum 12-month manufacturer’s warranty from the date of purchase, unless otherwise stated on the product listing. Certain brands may offer extended warranty periods — ask our team at the point of sale.
What the Warranty Covers
- Manufacturing defects and component failures under normal use conditions.
- Products that stop functioning within the warranty period without physical damage or misuse by the customer.
What the Warranty Does Not Cover
- Physical damage caused by the customer (drops, water ingress, power surge from faulty home wiring).
- Damage from use outside the manufacturer’s specified conditions (e.g., outdoor use of indoor-rated devices).
- Consumable parts (batteries, bulbs) that naturally degrade over time.
How to Make a Warranty Claim
Contact us via WhatsApp or email with your order reference and a description of the fault. We will coordinate the warranty assessment and liaise with the manufacturer on your behalf — you do not need to contact the manufacturer directly.
5. Installation Services
Synergy SmartThings provides professional installation for all systems we supply. We stand behind our workmanship.
Installation Workmanship Guarantee
- All installation work is covered by a 30-day workmanship guarantee from the date of installation.
- If a problem arises within 30 days that is directly attributable to our installation (incorrect wiring, improper mounting, app configuration errors), we will return to rectify it at no charge.
What Is Not Covered Under the Installation Guarantee
- Issues caused by power outages, surges, or unstable internet connectivity in the customer’s premises.
- Changes to the system or device settings made by the customer or a third party after installation.
- Normal wear and tear of mounting hardware over time.
Post-Guarantee Support
After the 30-day period, technical support call-outs are available at our standard service rate. We also offer support packages for customers who want ongoing coverage — contact us for details.
6. Disputes & Escalation
If you disagree with the outcome of an inspection or return decision, you can request a formal review. Send a written explanation of your concern to info@synergysmartthings.com with the subject line "Return Dispute — [Your Order Reference]". A member of management will review and respond within 3 working days.
We are committed to reaching a fair resolution in every case.
Contact Us
To initiate a return, refund, or warranty claim, or if you have any questions about this policy, reach out to our team directly:
Office: Suite D4, Silverline Plaza, Garki II, Abuja, FCT
Hours: Mon – Fri: 9:00 am – 5:00 pm | Saturday: 10:00 am – 4:00 pm
We value your trust in Synergy SmartThings. Every policy decision is made with the goal of building a relationship you can count on — not just for the product you buy today, but for every upgrade and installation that follows.