Refund Policy

Hardware Products

30-Day Return Policy

We have a 30-day return policy for hardware products, which means you have 30 days after receiving your item to request a return.

Return Eligibility Requirements

To be eligible for a return, your item must:

  • Be in the same condition as received.
  • Be in original packaging with all accessories and documentation.
  • Have no signs of use or installation.
  • Include the original proof of purchase.
  • Have uncompromised security seals and tape.

Return Process

  1. Contact us at hello@smartcityos.co.uk to initiate a return.
  2. For the Intelligence Hub, we will arrange collection.
  3. For other items, we'll provide return shipping instructions to: 4th Floor, SMART CITY OPERATING SYSTEM Silverstream House, 45 Fitzroy St London W1T 6EB.

Security Concerns

If your product arrives with damaged security tape or appears tampered with:

  • Do not use the device.
  • Do not connect it to your network.
  • Take photographs of the condition.
  • Contact us immediately at hello@smartcityos.co.uk

Non-Returnable Items

  • Custom or personalized products.
  • Sale items.
  • Gift cards.

Subscription Services

Home Intelligence Service

  • Subscriptions are billed monthly with the required base and any additional cameras.
  • No long-term contract required - cancel anytime.
  • Partial months will not be refunded.
  • Service continues until the end of the paid billing period.

Cancellation Process

To cancel your subscription:

  1. Contact hello@smartcityos.co.uk.

Data After Cancellation

  • Access to stored data will be terminated upon service end date
  • Immediate data erasure on deletion.
  • Ensure you have downloaded the data you need before cancellation.

Refund Processing

Timeline

  • Returns inspected within 3 business days of receipt.
  • Approval notification sent via email.
  • Refund processed to original payment method within 10 business days.
  • Bank processing may take additional 3-5 business days.

Contact

If more than 15 business days have passed since refund approval, contact hello@smartcityos.co.uk

Damages and Defects

  • Inspect items immediately upon receipt
  • Report issues within 48 hours
  • Photo documentation required for damage claims
  • Replacement or refund options available based on stock