Last updated: August 6, 2026

We want you to feel confident ordering from EcoSmart Security. This Refund Policy applies to physical products purchased directly through ecosmartsecurity.com. Installation, alarm monitoring, cloud services, software subscriptions, and other services may be governed by separate agreements and cancellation terms.

30-Day Return Window

You may request a return within 30 calendar days after your order is delivered. Contact us before sending anything back so we can confirm eligibility and provide return instructions. Merchandise sent without authorization may be delayed or returned to the sender.

Return Eligibility

To qualify for a voluntary return, the product must:

  • Have been purchased directly from EcoSmart Security;
  • Be in new, complete, and resalable condition;
  • Be uninstalled, unmodified, and free from damage caused after delivery;
  • Not have been programmed, activated, registered, or permanently paired to an account or system;
  • Include the original packaging, accessories, manuals, labels, and serial-number or UPC materials; and
  • Be accompanied by the order number or other proof of purchase.

Opening a box only to inspect the product does not automatically make it ineligible, provided the item remains complete, undamaged, and otherwise meets the requirements above.

Items That Cannot Be Returned

Unless the item arrived damaged, defective, or incorrect, or a return is otherwise required by law, we cannot accept:

  • Products marked final sale or non-returnable before purchase;
  • Special-order, custom-configured, custom-programmed, or modified products;
  • Products that have been installed, used, damaged, altered, or are missing parts;
  • Activated software, cloud-service, monitoring, or license credentials;
  • Digital products or services that have already been delivered or performed; or
  • Gift cards.

Batteries and other carrier-regulated items may require special return packaging or routing. Please wait for our instructions before shipping them.

Damaged, Defective, Incorrect, or Incomplete Orders

Please inspect your shipment when it arrives. If an item is damaged in transit, defective, incorrect, or missing from the order, contact us as soon as reasonably possible, preferably within 48 hours of delivery. Keep the product, shipping carton, labels, and packing materials while we review the issue, and be prepared to provide photographs when helpful.

When the problem is our error or confirmed shipping damage, EcoSmart Security will provide an appropriate replacement, replacement part, repair option, or refund and will cover reasonable return shipping when a return is required. This section does not limit any rights or remedies that cannot be limited under applicable law.

Return Shipping

For an eligible voluntary return, including a change of mind or a customer compatibility error, the customer is responsible for return shipping. Use a trackable, adequately insured service and package the product securely. EcoSmart Security is not responsible for damage or loss occurring during customer-arranged return shipping.

Original standard or expedited shipping charges are not refundable on voluntary returns. If the return is required because we sent the wrong item or the product arrived damaged or defective, we will cover reasonable return shipping and refund the applicable original shipping charge.

Inspection and Refund Timing

Returned products are inspected after receipt. Once a return is approved, we will issue the refund to the original payment method, generally within seven business days. Your bank, card issuer, or payment provider may need additional time to post the credit.

A return may be denied, or the refund may be reasonably reduced where permitted by law, if the product is incomplete, damaged after delivery, shows installation or use, has been activated or modified, or otherwise does not match the approved return condition. We will explain any adjustment before closing the return.

Exchanges

When an exchange is appropriate, we may replace the item directly or process a return and ask you to place a new order. This helps avoid delays when pricing, availability, or compatibility has changed.

Order Cancellations

Call us promptly if you need to cancel an order. We will make a reasonable effort to stop fulfillment, but cancellation cannot be guaranteed after an order has entered processing or shipped. If the order has already shipped, the regular return rules apply.

If we cannot ship within the time stated at checkout or otherwise required by law, we will provide an updated shipment option or cancel the affected merchandise and issue a full, prompt refund.

Manufacturer Warranties

The 30-day return window is separate from any manufacturer warranty. After the return window, a defective product may be eligible for warranty service under the warranty included with the product or published by its manufacturer. Warranty coverage, duration, exclusions, and claim procedures vary by brand and product. We can help identify the appropriate next step, but we do not expand or replace a manufacturer’s written warranty unless we expressly agree to do so in writing.

Start a Return

Call 866-255-4338 with your order number and the reason for the return. We will confirm the correct return destination and instructions. Do not send merchandise to our business address unless the return instructions specifically direct you there.

EcoSmart Security
6454 Theall Rd, Suite 200
Houston, TX 77066