Refunds, Returns and Exchanges
How AfriSmartHome handles returns, exchanges, damaged items, warranty review and refund requests.
Official purchases only
This policy applies to purchases made through afrismarthome.com, an approved AfriSmartHome showroom or an approved franchise store.
Report issues quickly
Wrong item, missing accessories, visible damage or dead-on-arrival issues should be reported within 48 hours of delivery or pickup where possible.
Inspection before refund
Returned items are inspected before refund, exchange, repair or warranty escalation is approved.
Return request process
- Contact support with your order number, product name, purchase channel and reason for the request.
- Attach photos or video for damaged, faulty, incorrect or incomplete items.
- Wait for return authorisation before sending or bringing an item back.
- Keep all accessories, manuals, packaging, warranty cards and invoice records until the request is closed.
Unauthorised returns may be refused or delayed because the team needs to match the product to the correct order, supplier and warranty record.
Standard review windows
| Situation | Recommended timing |
|---|---|
| Damaged, wrong or incomplete item | Report within 48 hours of delivery or pickup where possible. |
| Change of mind or wrong model ordered | Request review within 7 calendar days, if unused and resalable. |
| Fault during warranty period | Report as soon as the fault is noticed, with evidence and setup details. |
These operational windows may be updated as launch payment, logistics and franchise procedures are finalised.
When AfriSmartHome may approve a return or exchange
- The wrong item was supplied.
- The product arrived damaged or with missing essential accessories.
- The product is dead on arrival and the issue is confirmed after review.
- The product has a manufacturing fault covered by the stated warranty.
- An unused, complete and resalable item is accepted for change-of-mind review within the stated window.
When a return may be refused
- The item is used, installed, damaged, modified or missing packaging or accessories.
- The issue was caused by misuse, incorrect installation, water ingress beyond the product rating, overload, surge, tampering or unauthorised repair.
- The product was bought from an unauthorised seller or cannot be matched to an AfriSmartHome order.
- The product was a special order, clearance, demo or rental item sold under separate written terms.
- The customer selected a model that is incompatible with their load after ignoring stated output, surge or app/gateway requirements.
Refunds and transport costs
Approved refunds are normally returned through the original payment method or another agreed method when the original route is not practical. Refund timing depends on payment provider processing after inspection is complete.
If AfriSmartHome supplied the wrong item or the product is confirmed defective on arrival, AfriSmartHome will guide the return route. For change-of-mind, wrong model selected by the customer or non-fault returns, the customer may be responsible for transport costs.
Warranty review
A warranty claim may lead to troubleshooting, repair, replacement, supplier escalation, credit or refund depending on the product, fault evidence and supplier terms. Warranty does not cover normal wear, misuse, overload, unauthorised modification, poor installation or use outside the product specification.
For power stations and solar products, customers should provide appliance wattage, connected loads, charging method and any error messages so support can check whether the unit was used within rating.
Need to start a return or warranty request?
Send your order number, product name, issue summary and supporting photos or video before returning anything.