Returns & Refunds
Defective products
If your product is defective, unsafe or otherwise fails to meet applicable standards of quality, please notify us as soon as possible with your order number and a description of the problem.
What counts as a product fault, and what is excluded, is set out in our warranty policy.
Products that are not defective
A return based solely on incompatibility may be treated differently from a defective-product return, where the compatibility requirement was clearly disclosed before purchase. Examples include buying:
- a Wi-Fi device requiring 2.4 GHz where your network cannot support it
- a switch requiring neutral wiring, for premises without neutral wiring
- an accessory intended for one smart-home ecosystem, for use with an unsupported ecosystem
- a product whose dimensions or fittings do not match the intended installation
This is avoidable
Compatibility is the single most common reason for a return. Ask us before you buy — tell us what you want to control and what equipment you already have, and we'll tell you whether it will work.
Wrong product supplied
If Tados Smart Technology sends you a product different from the one ordered, please notify us immediately.
We will arrange collection or return at our expense and provide the correct product or another appropriate remedy.
Products damaged in transit
If a product appears to have been damaged during transport, photograph:
- the courier packaging
- the shipping label
- the product packaging
- the damaged item
Then contact us immediately so we can arrange assessment and, where appropriate, replacement or refund. Our shipping policy explains what to check on delivery.
Packaging a return
Returned products should be securely packed to prevent damage in transit. Please include all:
- cables, adaptors and power supplies
- brackets and mounting hardware
- remotes and sensors
- batteries supplied with the product
- manuals and other original accessories
Refund method
Approved refunds are returned using the original payment method.
Bank and payment-provider processing times are outside Tados Smart Technology's direct control once a refund has been released.
Orders are charged in South African rand. Where a price was displayed to you in another currency as a guide, the refund is the rand amount actually charged.
Installation charges
Product returns and installation-service charges are separate matters.
Where an installation service has already been properly completed, the installation charge may not be refundable. See our Installation Support Policy.
Start a return
- Phone / WhatsApp
- +27 11 000 0000
- Hours
- Mon–Sat, 08:00–17:00 SAST