Refund & Cancellation Policy

If your order has not been dispatched or installed yet, you may cancel it for a full refund. Contact us as soon as possible with your order reference and we will confirm the cancellation in writing.

Once an order has been dispatched, it is treated as a return rather than a cancellation — see below.

You may return an unused product within 7 days of delivery if it is:

• Unopened, or opened but unused and undamaged
• In its original packaging with all accessories, manuals and free gifts included
• Not installed, mounted, wired, or paired to a home network

Smart home devices are frequently registered to an account on first setup, which is why a device that has been paired or configured cannot be resold as new and is not eligible for a change-of-mind return.

Please inspect your order on arrival. If an item arrives damaged, is not what you ordered, or does not power on, tell us within 3 days of delivery and include photos where possible. We will arrange a replacement, a repair under warranty, or a full refund including any delivery charge — whichever you prefer and whichever is appropriate to the fault.

Faults that appear later are handled under the manufacturer’s warranty for the product, and under our own workmanship warranty for anything our installers fitted.

Smart locks are an exception: warranty cover requires installation by a SmartStays-authorized technician. A smart lock installed by the customer or by anyone else is not eligible for warranty repair or replacement, regardless of the fault.

Once a product has been installed, it can no longer be returned because you have changed your mind. If an installed product is faulty, it is covered by warranty and we will repair or replace it.

Installation labour that has already been carried out is not refundable, except where the installation itself was defective — in which case we will put it right at no cost to you.

• Products damaged by misuse, accident, unauthorised modification, or attempted self-repair
• Products returned without their original packaging and accessories
• Items specially ordered or configured to your specification, unless faulty
• Change-of-mind returns requested after the return window has closed

Contact us with your order reference (it looks like SS-1001 and is on your order confirmation), what you would like to return, and the reason. We will confirm whether the return is accepted and tell you how to send the item back or arrange collection before you ship anything.

Please do not send items back before we have confirmed the return — we may not be able to identify or process an unannounced parcel.

If the return is because of a fault, an error on our side, or a damaged delivery, we cover the cost of getting the item back to us. If you are returning an item because you changed your mind, the return delivery cost is yours.

Refunds are always issued to the original payment method. A card payment is refunded to the same card; a bank transfer is refunded to the account it came from. We cannot redirect a refund to a different card, account, or person.

We process approved refunds within 7 business days of receiving and checking the returned item. After we process it, your bank or card issuer controls when the money appears — this is commonly a further 5 to 10 business days, and is outside our control.

Partial refunds are possible where only part of an order is returned. Where a refund is issued for an order that qualified for a promotion or bundle price, the refund reflects the price actually paid.

Nothing in this policy limits your statutory rights under the Consumer Protection Act 1999 or other applicable Malaysian law. Where this policy is more generous than the law requires, this policy applies; where the law gives you more, the law applies.

If you are not satisfied with how we have handled a return, write to us at hello@smartstays.my and we will review it. SmartStays would rather resolve a complaint directly than have you escalate it.

Questions about this policy, or about an order, can go to any of these — we answer fastest on WhatsApp.

• Email: hello@smartstays.my
• Phone / WhatsApp: 013-914 0841
• Hours: Monday to Friday, 10am–7pm (MYT)