Smart appliances aren't just appliances. They’re investments in convenience. Customers want to control their air purifiers from bed, monitor their robot vacuums from the office, and trust their countertop ice maker to never miss a cube. So when something goes wrong, or worse, doesn't meet expectations, the return process needs to be just as smooth as the product promised to be.
That’s why a great smart home return policy isn’t just about processing returns. It’s about reinforcing the brand experience.
What Makes Smart Appliances Returns So Complicated?
First, returns in this category often involve home appliances that have been opened, powered on, connected to Wi-Fi, and sometimes even used. Customers frequently connect their devices to various applications for enhanced control and monitoring. This creates a gray area for retailers: do you treat a used smart device the same as one that’s still shrink-wrapped?
Second, many of these products are high value and bulky , think smart air conditioners, espresso makers, even ovens with app integration, energy efficient features, and quality expectations. Return shipping alone can destroy margins if your smart home and appliances return policy doesn’t address costs, criteria, and timing with precision.
Cover the Core: What to Include in the Return Policy
Your smart home return policy should answer the following questions in plain language:
How long does a customer have to return the product? Most brands offer 14 to 30 days from the delivery date.
What condition must the product be in? Unused and in original packaging is typical, but smart items may be inspected for wear, data erasure, or missing parts.
Who pays for return shipping? Is it free for defective units only? Flat-rate? Customer responsibility?
What’s the refund or replacement process timeline? Is a credit issued after inspection? Or does it trigger once the item is marked “in transit”? Understanding the time required for each step helps set clear expectations.
Before returning a product, check all things required for a successful return, such as accessories and packaging.
Be Clear About Opened or Used Products
Once a customer connects a smart thermostat or uses a robotic vacuum for a week, it’s hard to classify it as “new.” That’s why brands like Samsung and LG specify that returned smart appliances must include all accessories, be in like-new condition, and not show signs of use.
You can follow that lead by stating:
Products must be reset to factory settings
Returns must include power cords, adapters, manuals, and any remote controls
Packaging must be original or comparably protective
If it’s a smart home item that stores user data, you may also need to instruct customers on how to log out or disconnect their accounts before shipping it back.
Providing clear instructions for returning used products plays a key role in enhancing the overall customer experience.
Who Pays for What? Shipping, Restocking, and Responsibilities
Return shipping should never be a mystery. For this category, it’s essential to distinguish between:
Defective or DOA units (return shipping paid by the merchant)
Buyer’s remorse or compatibility issues (customer pays shipping)
Installed or damaged items (not eligible for return)
Brands like Best Buy allow returns on most smart appliances within 15 days, but do not cover return shipping costs unless the product is defective. Shipping policies and eligibility may vary depending on the customer's country, so always check the specific terms for your location. Some brands also partner with logistics services to streamline the return process and make it easier for customers.
If you sell high-ticket items, consider offering free return shipping as a customer experience differentiator , but only for unopened, unused returns. Otherwise, build the shipping cost into your pricing model or clearly pass it along in the policy.
Warranty, Repairs, and Technical Assistance
A strong warranty policy can reduce return volume. Some customers initiate a return when what they really need is tech support or a replacement part.
Offer an alternative path before a return request is submitted:
“Having trouble with your smart appliance? Contact our tech team first.”
“We may be able to help resolve the issue without needing a return.”
Euhomy, known for its compact countertop appliances, provides a one-year limited warranty and encourages customers to reach out for troubleshooting before processing returns.
By routing technical problems to support first, you’ll prevent unnecessary returns and demonstrate product confidence.
Define Non-Returnable Scenarios
Be clear about exclusions, especially for:
Custom-installed products
Items missing original accessories or packaging
Devices showing excessive use or physical damage
Open-box items marked final sale
Certain things, such as missing accessories or excessive use, can make a product ineligible for return.
For example, Costco accepts most electronics and smart home items but won’t take back anything missing major components. And PC Richard & Son denies returns on certain open-box appliances unless they’re defective.
Define what counts as “defective” and what doesn’t. A customer who’s frustrated with Bluetooth setup shouldn’t be lumped in with someone whose unit won’t power on.
Smart Item Categories Deserve Smart Rules
Break your return policy into subcategories so customers don’t get confused:
Robot vacuums
Smart air purifiers
Refrigerators and freezers with Wi-Fi
App-connected small appliances (coffee machines, air fryers, etc.)
Each may have different return eligibility, shipping considerations, or restocking fee thresholds. A clear breakdown helps customers make better decisions before and after purchase.
Process Clarity: From Return Request to Refund
Outline the entire workflow:
Customer initiates a return online or via customer service
Return shipping label is generated (if applicable)
The item is inspected for condition, completeness, and functionality
Refund is issued to the original payment method or store credit offered
Timeframes are shared at each step to manage expectations
A smart return policy is not just about controlling risk. It’s about optimizing the post-purchase experience.
Examples of Smart Return Policies
Samsung: Allows returns within 15 days of delivery. The product must be in its original packaging with all materials. Buyer pays for shipping unless defective.
Best Buy: Most smart home products are returnable within 15 days (or 60 days for TotalTech members). Opened items must be complete and undamaged.
Euhomy: Products come with a 1-year warranty. Encourages customers to troubleshoot or contact support before initiating returns. Return shipping is covered only if the item is defective.
Wrap-Up: Returns as Part of the Ecosystem
A customer who buys a smart air purifier is buying more than hardware; they’re buying reliability, security, and connected control. Your return policy is an extension of that promise.
Make it clear. Make it fast. And above all, make it feel like your brand is still taking care of them, even if the product didn’t work out.
Want Your Return Policy Hosted on ShippinGenius?
The ShippinGenius ecommerce return template is a great starting point, but the top Shopify brands host their return policy pages on ShippinGenius for a reason:
Professionally formatted, SEO-optimized pages
Indexed by Google for discoverability
Trusted by shoppers and search engines alike
Want your return policy listed on ShippinGenius.com alongside top brands like Allbirds, Bombas, and Brooklinen? Request a Listing.
Frequently Asked Questions
Can opened smart appliances be returned?
Only if unused and in like-new condition with all original parts and packaging.
What if a smart device is defective after setup?
Most brands replace it under warranty or guide users through troubleshooting before approving a return.
Are there exceptions for installed products?
Yes, once installed or showing signs of wear, returns may be denied.
Do customers need to factory reset smart devices before returning?
Absolutely. Any device storing user data must be reset before shipping back.
Who pays return shipping for smart home items?
The buyer pays unless the item is defective or DOA (dead on arrival).