Returns & Refunds
At Home Sense, we want you to buy your smart-home devices with confidence. This policy explains when a product can be returned, how to request a refund, and how we handle faulty or defective items. It applies to Tuya-based smart devices purchased from Homesense for delivery in Egypt and Saudi Arabia, with prices charged in EGP.
Return eligibility
You may return an eligible product within 14 days of receiving your order, provided every condition below is met:
- The item is unused and unopened, with all factory seals intact.
- It is returned in its original packaging, complete with manuals, cables, and accessories.
- You can provide proof of purchase, such as your order number or invoice.
Returns requested after 14 days, or for items that are no longer in their original sealed condition, cannot be accepted.
How to start a return or refund
To begin, email our team at info@homesense-me.net with the following details:
- Your name and order number.
- The product or products you wish to return.
- The reason for the return.
We will confirm whether your item qualifies and send you clear instructions for returning it. Please wait for our confirmation before shipping anything back, so we can guide the return to the correct location.
Refund method & timeline
Once we receive your returned item and confirm it meets the eligibility conditions, we will process your refund to the original payment method used for the purchase.
- Refunds are typically issued within 7 to 14 business days of our inspection and approval.
- The amount you receive is for the product price; the time for funds to appear depends on your bank or payment provider.
If you have any questions while your refund is being processed, our after-sales team is happy to help.
Non-returnable items
Because of the nature of smart-home hardware, some products cannot be returned for a refund. These include:
- Devices that have been installed or wired into your home.
- Items that have been custom-configured or specially programmed for your system.
- Products that have been used or are no longer in their original, unopened condition.
This does not affect your rights in the event of a manufacturing defect, which is covered separately below.
Faulty or defective items
Every Homesense product carries a 1-year manufacturer warranty covering manufacturing defects, and installation workmanship is covered by Homesense. If a device arrives faulty or develops a defect, it is handled under warranty rather than the standard return process above.
For full details on coverage, claims, and timelines, please see our Installation & Warranty policy, then contact us so we can arrange a repair or replacement.
Contact us
Need help with a return, refund, or warranty claim? Email info@homesense-me.net or call our landline on 02 3374 8537. You can also reach us through our Contact page, and our team will be glad to assist.