Refund policy


Automation HQ: Returns & Warranty Policy

Our Commitment to Your Satisfaction

At Automation HQ, we are dedicated to providing high-quality smart home products and professional installation services. Your satisfaction is important to us, and we strive to ensure clear, fair processes for returns and warranty claims.

1. Returns for Unwanted/Incorrect/Damaged Items (within 7 Days)

  • Change of Mind / Unwanted Products: Due to the nature of our products and supplier agreements, we do not offer returns or refunds for products if you simply change your mind or if the product does not meet subjective expectations, once the product packaging has been opened. If, in exceptional circumstances and at Automation HQ's sole discretion, an unopened product is accepted for return, a restocking fee of 15% of the product's value will apply.

  • Incorrect/Visibly Damaged Items on Delivery: If you receive a product that is visibly damaged during transit or is not the item you ordered, you must notify Automation HQ within 48 hours of delivery. We will arrange for the return of the incorrect/damaged item and either dispatch the correct item or process a full refund, provided the item is returned complete with all original packaging and accessories. Failure to report within 48 hours may void your claim.

2. Faulty Products & Warranty Claims

All products sold by Automation HQ are covered by the original manufacturer's warranty. Automation HQ acts as an intermediary to facilitate these warranty claims on your behalf, in accordance with the terms and conditions set by the manufacturer and our supplier (Smart Homes Wholesale).

  • Reporting a Fault: If a product develops a fault within its warranty period, please email us at info@automationhq.co.za immediately with your order number, a detailed description of the fault, and any supporting evidence (e.g., photos, videos).

  • Assessment & Process:

    • All alleged faulty products must be returned to Automation HQ for initial inspection and testing.

    • If the fault is confirmed to be a manufacturing defect, the product will be forwarded to our supplier or the manufacturer for further assessment and resolution.

    • Warranty decisions (repair, replacement, or refund) are made by the manufacturer/supplier. Automation HQ will keep you informed throughout this process.

    • Our supplier's policy states that they pass on the manufacturer's warranty rights to us, and we in turn will facilitate that process for you.

  • Warranty Exclusions: Warranties typically do not cover damage caused by improper installation, misuse, neglect, power surges, water damage, physical impact, modification, or normal wear and tear. Use by unqualified installers (where manufacturer requires certified installation) will void the warranty.

3. General Return Conditions & Process

  • Time Limit: All issues (damaged, incorrect, or suspected faulty items) must be reported to Automation HQ within 7 days of receiving your order or successful installation, whichever is later. For visibly damaged/incorrect items, the 48-hour notification applies.

  • Original Condition: Products must be returned in their complete original packaging, with all manuals, cables, and accessories included. Products that are incomplete, damaged due to improper handling, or show signs of misuse will have their return/warranty claim rejected.

  • Proof of Purchase: A valid proof of purchase from Automation HQ is required for all returns and warranty claims.

  • Installation Services: Fees for installation services are non-refundable once the service has been successfully completed, unless the service itself was deemed faulty or incomplete by Automation HQ.

  • Return Shipping Costs:

    • The cost of returning products to Automation HQ is generally for the client's account.

    • Automation HQ will cover return shipping costs only if the return is due to an error on our part (e.g., incorrect item shipped) or a confirmed manufacturing fault where the manufacturer/supplier covers return shipping from us.

    • The original delivery fee charged at the time of purchase is non-refundable.

4. How to Initiate a Return or Warranty Claim

Please email us at info@automationhq.co.za with the following information:

  • Your Automation HQ order number.

  • A clear description of the issue.

  • Relevant photographs or videos, especially for damaged items or visible faults.

We will then provide you with instructions for returning the product to our facility.

5. Refund & Exchange Processing

Upon receipt of a returned product, it will be inspected and, if applicable, tested.

  • Processing Time: We aim to complete our internal processing within 2-3 working days.

  • Refund Payout: Approved refunds will be processed back to your original payment method. Please allow an additional 3-5 working days for your bank or payment provider to reflect the refund.

  • Exchanges/Credits: If an exchange or store credit is approved, it will be processed after the returned item passes inspection.