Returns Policy & Warranty | Tuya Smart Home

Return Policy & Warranty

REFUND POLICY

Henrac Tech offers a 14-day Money Back Guarantee on all of our products. If you are not satisfied with your purchase, contact us & we will assist with your return. Once the product has been returned we will be able to initiate your refund.

Return shipping costs for items returned for a refund within 14 days are paid for by the customer:

Items returned to us after the 14-day window will not be refunded. We are not liable to refund the shipping costs to return the product.
Return shipping costs for items which fall under the warranty period are paid for by the customer.
Refunds will be processed within 72 hours from the date of receipt, to allow for a 48 hours technical assessment period.
You (the customer), will be liable for a handling fee if goods have been returned & a refund needs to be issued.
We are not responsible for any lost items that are sent back with returned units.

IMPORTANT: All refunds attract a 10% handling fee.

WARRANTY POLICY

What is your Warranty policy?

Should any product ‘fail‘ within the first 3 months of purchase, the product may be returned to us for either a repair or replacement. From your nearest PostNet branch countrywide request the standard ‘PostNet to PostNet service & return goods to us as follows:-

PostNet Branch: Waterkloof Ridge, Pretoria.

Att: Henrac Tech

Cell: 060 319 2282

Once received at the above branch, PostNet will inform us via an SMS that your parcel has arrived. We collect three times a week. Once received by us, your order status will be changed to ‘returned’.

Please note that parcels are collected on Tuesdays & Thursdays

Please ensure that your correct contact details & order reference number are included in the return parcel:

Return shipping costs are for the customer’s account. The preferred method of returning goods is via the ‘PostNetto PostNet.
If you have requested a replacement as opposed to a refund the return shipping costs for items which fall under the warranty period, are paid for by Henrac Tech.
Returns will be processed within 4 days from the date of receipt by us which includes 48 hours for technical assessment.
Following the technical Assessment Henrac Tech reserves the right to first repair the product failing which a new replacement will be sent.

We offer a 6 Month Warranty on all our products. If you experience issues with your product, please contact us to see if we can help you fix the issue first before returning the product to us. Should we not be able to resolve the issue, we will exchange your product. This does not include any items that have water damage (Besides waterproof products) or any other physical damage caused by the purchaser.

IMPORTANT!

Warranty will be voided if the goods:

Are not in their original packaging & complete with all original components.
Show signs of damage due to abusive usage.
Show signs of physical alteration.
Show signs of physical damage.
Show signs of tampering.
Signs of power spike damage.
Signs of water damage (Besides on waterproof products).