Buyer Protection
Shop with confidence. Our buyer protection program ensures you get exactly what you ordered, or your money back.
100% Authentic Guarantee
All products are verified authentic. If you receive a counterfeit, we refund you in full.
Delivery Guarantee
If your order doesn't arrive within the promised timeframe, we investigate and compensate.
Hassle-Free Returns
14-day return window for eligible items. Easy process with quick refunds.
What Is Covered
Our Buyer Protection program covers every purchase made on Smart Home Rajo City. Here is what we guarantee:
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Item Not Received: If your order does not arrive within the maximum estimated delivery time, we will investigate and either reship or issue a full refund.
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Item Not as Described: If the product you receive differs significantly from its description or images, you are eligible for a full refund or replacement.
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Damaged or Defective Items: If your item arrives damaged or has a manufacturing defect, we offer a full refund or replacement with return shipping covered by us.
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Counterfeit Products: We guarantee all products are 100% authentic. If proven otherwise, you receive a full refund and we take action against the seller.
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Wrong Item Delivered: If you receive a different item than what you ordered, we arrange a return and send the correct item at no additional cost.
Coverage Limits
| Protection Type | Maximum Coverage | Claim Window |
|---|---|---|
| Item Not Received | Full order value | After max delivery date + 7 days |
| Not as Described | Full order value | 14 days from delivery |
| Damaged/Defective | Full order value + return shipping | 14 days from delivery |
| Counterfeit | Full order value + compensation | 30 days from delivery |
How to File a Claim
Contact Us Within the Claim Window
Reach out via email at protection@smarthomerajo.com, WhatsApp, or phone. Provide your order number and describe the issue.
Provide Supporting Evidence
Photos of damaged items, screenshots of the order details, or any other documentation that supports your claim.
Claim Review
Our protection team reviews your claim within 1-2 business days. We may contact you for additional information.
Resolution
Once approved, your refund or replacement is processed. Refunds go back to your original payment method within 3-5 business days.
Claim Process Timeline
Business days to review claim
To approve or request more info
Business days to process refund
Days for refund to reflect
Exclusions
Buyer Protection does not apply in the following situations:
- Claims filed outside the stated claim window
- Items damaged due to customer misuse, neglect, or normal wear and tear
- Non-returnable items (per our return policy — underwear, perishables, digital products, custom-made items)
- Orders where the delivery address provided by the customer was incorrect or incomplete
- Fraudulent or abusive claims (subject to investigation)
- Force majeure events including natural disasters, strikes, or government actions affecting delivery
Questions about Buyer Protection?
Contact our protection team at protection@smarthomerajo.com or via WhatsApp. We are here to help!