Refund policy

1. General Principles

Generation Pathway LLC (Smarthouse) complies with the Omani Consumer Protection Law and its Executive Regulations.

Returns, exchanges, or refunds are available only where required by law (e.g., product is defective, not as described, or unfit for intended use).

Change-of-mind returns are not accepted.

2. 15-Day Legal Window (Defects / Non-Conformity)

If a product is defective, does not match specifications/description, or is unfit for normal intended use, the customer may request a remedy within 15 days from delivery/collection.

Remedies follow the legal order:

Repair (free of charge and within a reasonable period)

Replacement/exchange if repair is not possible or fails

Refund if repair/replacement is not possible

3. Dead-on-Arrival (DOA) Items

Products found non-functional within 48 hours of delivery may be fast-tracked for exchange, subject to technical verification.

4. Conditions for Return/Exchange

Proof of purchase (invoice/receipt) must be provided.

Product must include all accessories, manuals, and intact serial/IMEI labels.

Inspection/diagnostics may be carried out to confirm the issue and rule out misuse before approving a remedy.

5. Exclusions (Not Covered)

Damage caused by misuse, improper installation (not done by Smarthouse), unauthorized repairs/alterations, incorrect electrical loads, power surges, liquid ingress, physical damage, or tampering with software/firmware.

Consumables (e.g., batteries), free gifts, and custom-ordered items that meet specifications are non-returnable unless defective.

Change-of-mind returns are not accepted.

6. Installed/Integrated Systems

For installed products (switches, sockets, panels, cameras, intercoms, etc.), a site visit may be required to verify defects.

If the issue is caused by site conditions (e.g., wiring faults, network issues, power irregularities), call-out/rectification fees may apply.

7. Warranty

Unless otherwise stated on the product invoice, warranty terms vary by product.

Smarthouse provides free repair within the warranty period for manufacturing defects.

8. How to Submit a Request

Contact Smarthouse at thesmarthouse.om@gmail.com

Provide order details, description of the issue, and supporting photos/videos.

We will arrange inspection/collection or schedule a site visit for installed products.

9. European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

10. Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at thesmarthouse.om@gmail.com.