Returns & Refunds Policy

1) General policy

We aim to ensure customer satisfaction. However, due to the nature of smart security and automation products, returns and refunds are subject to the conditions outlined below.

2) Eligible returns

A product may be eligible for return if:

• The return request is made within the approved return window (if applicable).
• The product is unused, uninstalled, and in its original packaging.
• The product is defective on arrival or incorrect items were delivered.
• Proof of purchase (order ID or receipt) is provided.

3) Non-returnable items

The following are not eligible for return or refund:

• Installed or partially installed products.
• Products damaged due to misuse, power surge, water damage, or improper handling.
• Customized, special-order, or bulk procurement items.
• Services already rendered (site assessments, installations, consultations).

4) Installation & service fees

Installation fees, site assessments, and service charges are non-refundable once the service has been delivered or the installer has been dispatched.

5) Refund process

If a return is approved:

• The returned item will be inspected upon receipt.
• Approved refunds are processed to the original payment method or as store credit.
• Processing time may take several business days depending on banks or payment providers.

6) Delivery costs

Delivery fees are non-refundable unless the return is due to an error on our part (wrong or defective item).

7) How to request a return

To request a return or refund, contact Jivo Smart support with your order ID, product details, and reason for return.

8) Policy updates

This Returns & Refunds Policy may be updated periodically. Any changes will be reflected on this page.

9) Contact

If you have questions about returns or refunds, please contact us through our official channels.