This Returns, Refunds & Limited Warranty Policy applies to eligible products purchased directly from thirdreality.com. Products purchased from Amazon, another marketplace, an authorized reseller, or any other third party must be returned through the seller from which they were purchased, subject to that seller's return policy. Warranty assistance for eligible Third Reality products may still be available as described below.
Nothing in this Policy limits any mandatory rights or remedies available to consumers under applicable law.
1. Products Eligible for Return
The following standard, non-customized products purchased directly from thirdreality.com are eligible for return under the 30-day return period described below:
- Smart sensors, including motion, presence, door and window, water leak, temperature and humidity, vibration, and soil moisture sensors;
- Smart plugs, outlets, switches, buttons, controllers, hubs, bridges, dongles, and keyboards;
- Standard-size lighting products, including smart bulbs, night lights, timer lights, and related power adapters;
- Garage door openers and other standard, non-customized kits; and
- Standard accessories and replacement parts that are not marked Final Sale or Non-returnable.
To be eligible, the product must not be a product listed in Section 3 and must satisfy all return conditions in Section 2.
2. 30-Day Return Period and Return Conditions
You may request a return for an eligible product within 30 calendar days after the date the product is delivered.
To qualify for a change-of-mind return, all of the following conditions must be met:
- The product was purchased directly from thirdreality.com, and valid proof of purchase is provided;
- The return request is submitted within 30 calendar days after delivery;
- The retail packaging may have been opened and the product may have been removed solely for reasonable inspection. Opening the packaging does not by itself make the product ineligible for return;
- The product is returned in substantially the same physical condition in which it was received and is clean, resalable, and free from dirt, stains, residue, odors, scratches, dents, liquid damage, or other customer-caused damage;
- The product has not been installed, permanently mounted, assembled beyond what is reasonably necessary for inspection, modified, disassembled, misused, or subjected to abnormal operating conditions;
- Every product, component, accessory, cable, adapter, manual, promotional item, and other item originally supplied with the order is returned. Partial returns of the contents of a product package are not accepted;
- The original retail packaging is returned when it was supplied. The packaging may be opened, but it must not be missing or damaged beyond what was reasonably necessary to open and inspect the product;
- Any account association, pairing, activation lock, stored personal information, or device configuration has been removed where applicable; and
- The serial number, model label, and other product identifiers remain intact and unaltered.
A product that is missing any originally supplied item, or that is dirty, stained, damaged, altered, or used beyond reasonable inspection, will not be accepted for a voluntary change-of-mind return. Where applicable law requires a different remedy, Third Reality may instead deduct a reasonable amount that reflects the product's diminished value. These conditions do not restrict remedies for a product that was delivered damaged, incorrect, or defective, or any right that cannot lawfully be limited.
3. Products Not Eligible for Change-of-Mind Return
The following products are not eligible for return or refund for change-of-mind reasons:
- Made-to-order or customized Smart Blinds, including blinds manufactured, cut, configured, or prepared to a customer-selected width, length, mounting specification, or other personalized requirement;
- Personalized or custom-configured products;
- Gift cards, digital products, downloadable content, or activated software licenses;
- Clearance, Final Sale, or liquidation items;
- Open-box, used, refurbished, or reconditioned products when identified as such on the product page;
- Products specifically marked Non-returnable on the product page before purchase;
- Products that have been installed, permanently mounted, assembled, modified, disassembled, or damaged after delivery;
- Products with missing parts or accessories, removed or altered serial numbers, or retail packaging that is missing or damaged beyond what was reasonably necessary to open it; and
- Individual products from a discounted bundle. A discounted bundle is eligible for return only when the complete bundle, including every included item and promotional item, is returned.
These exclusions do not remove any rights you may have when a product is delivered damaged, is incorrect, or has a defect covered by applicable law or the Limited Warranty in Section 10.
4. How to Request a Return
Before sending any product back, contact Third Reality Customer Support:
- Email: support@thirdreality.com
- Phone: +1 (800) 341-9616
Include your order number, product name and model, quantity being returned, reason for the return, and photographs or video if the product is damaged, defective, or incorrect.
If the return is approved, Third Reality will provide a Return Merchandise Authorization or other return reference, the correct return warehouse address, packaging instructions, and any applicable shipping label. The complete return must be handed to the carrier within 14 calendar days after the date of return authorization unless Customer Support provides a different deadline in writing.
After shipping the return, email support@thirdreality.com with the order number, return authorization or reference number, carrier name, tracking number, and shipping date. This information should be provided promptly so that the return can be identified and monitored. Failure to ship within the authorized period or to provide sufficient shipment information may cause the authorization to expire, subject to applicable law.
Do not return products to a corporate office or to an address shown on the original parcel without authorization. Unauthorized returns, returns sent to the wrong address, and cash-on-delivery shipments may be refused and may not qualify for a refund.
Customers should keep the carrier receipt and tracking information until the return and refund are complete. Third Reality is not responsible for a customer-arranged return shipment that is lost or damaged before it reaches the designated return location.
5. Return Shipping Costs
For an approved change-of-mind return, the customer is responsible for return shipping costs, insurance, customs charges, and any other cost of sending the product back. Original outbound shipping charges are not refundable.
When Third Reality confirms that a product was delivered damaged, is defective, or is not the product ordered, Third Reality will provide a prepaid return label or reimburse reasonable return shipping costs using the method approved by Customer Support. Do not purchase expedited or unusually expensive return shipping without prior written approval.
If a return sent as damaged or defective is inspected and no product defect or fulfillment error is found, Third Reality may deduct the return shipping cost from the refund where permitted by law.
6. Inspection and Refund Processing
After the carrier confirms delivery of an authorized return to the designated return location, Third Reality will complete its initial inspection within three business days. For this Policy, a business day is Monday through Friday, excluding public holidays officially observed at the applicable return-inspection location.
If the returned product passes inspection and the return is approved, Third Reality will initiate the refund to the original payment method within 48 hours after inspection and approval.
After Third Reality initiates the refund, Shopify Payments, PayPal or another applicable payment provider, and the customer's bank or card issuer may require additional processing time. Depending on the payment method and financial institution, it may take up to 10 business days for the refunded amount to appear in the customer's account. This posting period is controlled by the payment provider and financial institution and is outside Third Reality's direct control.
The refund will include the approved product price and applicable sales tax paid on that product. Original shipping charges, expedited shipping charges, customs duties, import taxes, brokerage fees, and customer-paid return shipping costs are not refundable unless the return results from a confirmed Third Reality error, an incorrect product, transit damage, or a covered defect, or unless otherwise required by law.
Refunds are issued only to the original payment method. Promotional discounts and bundle discounts will be allocated across the affected products when calculating the refundable amount. Third Reality will send an email notification when the refund has been initiated.
7. Exchanges
Third Reality does not process direct product exchanges. To obtain a different product, model, voltage, plug type, color, or quantity, return the eligible original product for a refund and place a new order.
Placing a replacement order does not extend the return period for the original order. Product availability and current pricing apply to the new order.
8. Order Cancellation and Address Changes
An order may be canceled for a full refund only before it has entered fulfillment or been shipped. Contact Customer Support as soon as possible. A cancellation request is not guaranteed until Third Reality confirms it in writing.
After an order has entered fulfillment or shipped, it may no longer be canceled. If the product is eligible, you may request a return after delivery under this Policy.
Shipping-address changes cannot be guaranteed after an order is placed. If an address change cannot be completed and the parcel is returned to Third Reality, actual shipping and carrier charges may be deducted from the refund unless the address error was caused by Third Reality.
To the maximum extent permitted by applicable law, if delivery cannot be completed because the customer provided an incorrect, incomplete, inaccessible, or otherwise undeliverable address; the recipient was repeatedly unavailable; the parcel was refused or not collected; or the customer failed to respond to reasonable carrier or Customer Support requests, the customer is responsible for the resulting consequences. If the carrier subsequently loses, destroys, abandons, disposes of, or otherwise permanently removes the parcel from its network because of those customer-caused circumstances, Third Reality is not required to reship or replace the products, issue a refund, or reimburse the resulting loss or related charges. Third Reality will provide reasonable assistance in contacting the carrier and requesting available information or review, but cannot guarantee recovery, redelivery, or carrier compensation.
This allocation of responsibility does not apply where the delivery failure or loss was caused by an error of Third Reality, or by carrier conduct for which Third Reality is legally responsible, and it does not limit any consumer right or remedy that cannot lawfully be excluded.
9. Damaged, Incorrect, Missing, or Lost Shipments
Inspect the shipment promptly after delivery. If a parcel or product arrives visibly damaged, if the wrong product was delivered, or if items are missing, contact Customer Support as soon as reasonably possible and preferably within seven calendar days after delivery.
Provide the order number, shipping label, photographs of the outer package and internal packaging, photographs or video of the product, and a description of the issue. Keep the product and all packaging until Customer Support confirms that they may be discarded.
After reviewing the claim, Third Reality may provide replacement parts, replace the product, arrange a return, or issue a full or partial refund, as appropriate. If tracking shows no delivery or a shipment appears lost in transit, Customer Support will investigate with the carrier before approving a replacement or refund.
10. Worldwide Limited Hardware Warranty
This voluntary Limited Warranty applies in all markets to new Third Reality-branded hardware products purchased from Third Reality or an authorized seller, subject to valid proof of purchase. Unless a different warranty period is expressly stated for a specific product in the product detail page or user manual applicable at the time of purchase, the warranty period is one year from the original date of purchase. If a product-specific document states a longer or shorter warranty period, that expressly stated product-specific period controls, subject to applicable law.
During the applicable warranty period, Third Reality warrants that the covered hardware will be free from defects in materials and workmanship under normal, intended use.
If an eligible hardware defect arises during the warranty period, Third Reality may, at its option and to the extent permitted by law:
- Repair the product using new or functionally equivalent parts;
- Replace the product with the same model or a functionally equivalent product; or
- Refund all or part of the original product purchase price.
A repaired or replacement product is covered for the remainder of the original warranty period or 90 calendar days from the date the repaired or replacement product is shipped, whichever period is longer.
11. What the Limited Warranty Does Not Cover
The Limited Warranty does not cover:
- Normal wear and tear, cosmetic damage, discoloration, scratches, dents, or gradual deterioration;
- Damage caused by accident, abuse, misuse, improper storage, improper installation, incorrect wiring, incorrect voltage, incompatible power supplies, liquid exposure beyond the product's stated rating, fire, flood, extreme environmental conditions, or other external causes;
- Use contrary to the product instructions, technical specifications, safety information, or supported operating conditions;
- Unauthorized modification, disassembly, repair, alteration, firmware modification, or removal or alteration of a serial number or product label;
- Damage caused by third-party products, accessories, software, platforms, networks, hubs, wiring, power systems, or Internet and telecommunications failures;
- Standalone, consumable, or user-replaceable batteries supplied with or used in a product, including normal battery depletion, leakage caused by misuse or storage, and gradual loss of capacity, except when the battery is confirmed defective upon delivery or applicable law requires a remedy;
- Adhesive pads, screws, fasteners, disposable mounting materials, and other low-value consumable accessories or parts, except when the item is confirmed defective or missing upon delivery or applicable law requires a remedy;
- Loss of data, settings, automations, integrations, or compatibility resulting from third-party platform changes;
- Products purchased from an unauthorized seller or products for which valid proof of purchase cannot be provided; or
- Products sold as used, open-box, refurbished, or reconditioned unless a separate written warranty is expressly provided on the product page.
This Limited Warranty applies to hardware only. It does not guarantee uninterrupted or error-free operation, compatibility with every third-party platform, or continued availability of any third-party service.
12. How to Make a Warranty Claim
Contact Customer Support at support@thirdreality.com or +1 (800) 341-9616 and provide:
- Your order number or other valid proof of purchase;
- The product name, model, and serial number where available;
- A clear description of the problem and the troubleshooting already attempted;
- Photographs or video showing the issue when applicable; and
- Your current shipping address and contact information.
Customer Support may ask you to complete reasonable troubleshooting before authorizing warranty service. Do not send a product back until you receive written return instructions.
Replacement batteries, adhesive pads, screws, mounting materials, and other compatible accessories or consumable parts may be available for separate purchase. For availability and compatibility, contact support@thirdreality.com and provide the product name and model.
For an approved warranty claim, Third Reality will cover the reasonable cost of authorized return shipping and shipment of the repaired or replacement product unless applicable law provides otherwise. Duties, taxes, and cross-border charges will be handled as required by applicable law and the instructions supplied for the claim.
13. Purchases from Other Sellers
Returns and refunds for products purchased from Amazon, another marketplace, an authorized reseller, or any other third-party seller are governed by that seller's return policy and must be requested from that seller.
For a possible warranty claim, Third Reality may require the original sales receipt, seller information, product serial number, and evidence that the seller was authorized. Third Reality cannot refund a payment collected by another seller.
14. Limitation and Consumer Rights
To the maximum extent permitted by law, this Limited Warranty is the exclusive voluntary hardware warranty provided by Third Reality. Third Reality does not exclude, restrict, or modify any statutory warranty, consumer guarantee, withdrawal right, or other remedy that cannot lawfully be excluded or limited.
Rules and time periods may differ in the European Economic Area, United Kingdom, Canada, Australia, and other jurisdictions. Where mandatory local consumer law provides greater protection than this Policy, the mandatory local law applies.
15. Contact
For return, refund, shipping-damage, or warranty assistance:
Third Reality Customer Support
Email: support@thirdreality.com
Phone: +1 (800) 341-9616
Contact page: https://www.thirdreality.com/pages/contact-support