Buyer protection
What you can expect if a product is not right for you or stops working. These terms apply to products bought from this store.
30-day money-back guarantee
You can return a product within 30 days of delivery if it is unused and in its original packaging. After you contact us we will send return instructions, and the product must be shipped back within 14 days of receiving them.
The refund covers the price of the product, not the original shipping cost. We may deduct an amount for damage to the product or its packaging. Customers in the EU also have a 14-day right of withdrawal, described below.
Limited warranty
Products are covered for 18 months in household use and 12 months in commercial use.
What is covered
- Manufacturing defects in materials and workmanship
- Defects in software installed at the factory
- Batteries that fall below 70% of their rated capacity
What is not covered
- Wiring and installation errors, incompatible power supplies, third-party locks without a separate power supply, and use against the instructions
- Physical damage, misuse and unauthorized repair
- Power surges, force majeure, faults in your home wiring or network, and viruses
- Products with a missing serial number, and faults we cannot reproduce
- Indirect or consequential losses
How to make a claim
- Contact us with your order number, proof of purchase and a description of the problem.
- Troubleshoot with us. We may ask you to test with a short, known-good cable and send a video of the fault.
- Return the product if needed, once we have given you a return authorization.
- Diagnosis. We complete it within 15 business days of receiving the product.
If the claim is accepted, we repair the product, replace it or refund it. If it is refused because the fault is not covered, we return the product at your shipping cost, and a small service fee may apply.
Free local returns
Where this option is offered, including the United States, Canada, Australia, the United Kingdom, France, Germany, Spain, Italy, the Netherlands, Poland and Israel, you can return an unused product to a local address. Request it within 15 days of delivery. We refund within 5 business days of receiving the product. The option can be used once per order.
Customers in the European Union
You have a 2-year legal guarantee of conformity under Directive (EU) 2019/771. For the first 12 months, it is for the seller to prove that a fault did not exist at delivery. You may also withdraw from the purchase within 14 days; this right is lost once the product has been installed. Valid claims are free of charge, and we reimburse your shipping costs.
Customers in the United States
This is a limited warranty under the Magnuson-Moss Warranty Act. Implied warranties are limited to 18 months, and consequential damages are excluded. Some states do not allow these limitations, so they may not apply to you, and you may have other rights that vary by state. We recommend installation by a licensed electrician.
General terms
Disputes are governed by the consumer law of your country of residence in the EU, and in the United States by the law of the seller's state, with disputes resolved by arbitration. We may change this policy; the version in force on the date of your order applies. Nothing here limits the rights you have under mandatory consumer law.