Refund and Returns Policy

At JustThermostat, we aim to provide clear, fair, and transparent support for product returns, refunds, and service-related concerns. This Refund / Return Policy explains when a product may be returned, when a refund may be approved, and how installation-related cases are handled.

This policy should be read together with our شروط وأحكام و سياسة الخصوصية. Nothing in this policy is intended to limit any rights available to consumers under applicable UAE law.

1. General Policy

Because JustThermostat sells smart thermostats, related accessories, and may also provide consultation, delivery, and installation services, return and refund eligibility depends on the type of item or service involved.

In general:

• Standard stock products may be considered for return if they are unused, unopened, and in original condition
• Installed, used, activated, damaged, or specially ordered items are usually not eligible for return
• Service charges, inspection charges, delivery charges, and installation charges are generally non-refundable once the service has been carried out
• Refunds, returns, replacements, or exchanges may require inspection and approval before final confirmation

2. Return Eligibility for Products

A product may be considered for return only if all of the following apply:

• The return request is made within 7 days of delivery.
• The item is unused and not installed
• The item is in its original packaging
• All accessories, manuals, inserts, and original parts are included
• The item is in resalable condition
• Proof of purchase is provided

Return requests that do not meet these conditions may be declined.

3. Non-Returnable Items

The following items are generally not eligible for return or refund:

• Products that have been installed
• Products that have been used, opened, activated, or connected
• Products with missing packaging, manuals, accessories, or parts
• Custom-ordered, special-order, or non-stock items
• Items sourced specifically upon customer request
• Products damaged due to misuse, mishandling, improper installation, power issues, or third-party interference
• Products made incompatible due to inaccurate information provided by the customer
• Clearance, final-sale, or explicitly non-returnable items, where stated at the time of sale

4. Installation and Service Charges

Installation and service-related charges are generally non-refundable once the visit or work has been completed.

This includes, where applicable:

• Site inspection fees
• Consultation charges
• Delivery coordination charges
• Installation labor charges
• Wiring, converter, adapter, or interface fitting charges
• Troubleshooting or service call charges

If a technician attends the site and work cannot proceed due to customer-side issues, undisclosed site conditions, lack of access, incompatibility, or missing approvals, the visit charge or assessment charge may still apply.

5. Wrong Item, Damaged Item, or Missing Item

If you receive the wrong item, a physically damaged item, or an incomplete order, you must notify us within 24 to 48 hours of delivery.

To help us review the case, please provide:

• Your order number or invoice
• Clear photos of the product and packaging
• A short description of the issue
• Photos showing any visible shipping damage, if applicable

If the claim is verified, we may choose to:

• Replace the item
• Exchange the item
• Offer store credit
• Approve a refund, where appropriate

6. Defective Products

If a product appears defective on arrival or develops a fault covered under applicable warranty terms, the case will first be reviewed for troubleshooting, inspection, and warranty eligibility.

Depending on the product and issue, resolution may include:

• Technical support or setup guidance
• Inspection by our team or the manufacturer/supplier
• Replacement of the product
• Repair under applicable warranty
• Refund, if approved and appropriate

If the product is from a third-party brand, manufacturer warranty terms may apply separately. Where reasonably possible, JustThermostat may assist in the process, but final warranty decisions may depend on the brand or supplier.

7. Compatibility-Related Returns

Smart thermostats and related accessories may depend on voltage, HVAC system type, AC controls, wiring, interface modules, converters, internet setup, and other site-specific conditions.

For that reason, returns or refunds may be refused where the issue results from:

• Incorrect or incomplete technical details provided by the customer
• Undisclosed site conditions
• Third-party modifications
• Customer assumptions made without confirmation from our team
• Refusal to use required accessories, adapters, or converters

If you are unsure about compatibility, please contact us before purchase or installation.

8. Return Approval Process

Returns must not be sent or handed over without approval from JustThermostat.

To request a return, the customer should contact us with:

• Full name
• Order number or invoice number
• Contact details
• Product name
• Reason for return
• Photos, where relevant

If the return is approved, we will share the next steps. Returned items that arrive damaged, incomplete, or in a condition different from what was originally reported may be rejected.

9. Refund Method and Timing

If a refund is approved, it will generally be processed using the original payment method, unless otherwise agreed.

Please note:

• Refund processing may take  7 to 14 business days
• Payment gateway, card issuer, or bank processing times may vary
• Delivery fees, service fees, installation fees, and non-returnable item charges may be deducted where applicable
• If a returned item is not received in acceptable condition, a full refund may not be issued

10. Exchange Policy

Eligible products may, at our discretion, be exchanged instead of refunded.

An exchange may be offered when:

• The wrong item was supplied
• The product is unused and approved for return
• The requested replacement is available in stock
• A manufacturer issue is confirmed and replacement is more practical than a refund

If the replacement product has a price difference, additional payment or partial credit may apply.

11. Cancellations Before Delivery or Installation

Orders may be cancelled before dispatch or before installation scheduling is finalized, subject to our approval.

However, cancellation charges may apply where:

• The product has already been specially ordered
• Procurement has already been completed
• Delivery has already been arranged
• Technician scheduling, site planning, or custom sourcing has already taken place

If the order has already moved into fulfillment or installation preparation, only a partial refund may be possible.

12. Customer Responsibilities

To avoid delays or rejected refund/return requests, customers should:

• Confirm compatibility before purchase where needed
• Carefully inspect the item upon delivery
• Keep original packaging until the installation or testing stage is complete
• Not open, install, or tamper with the product if they intend to request a return
• Provide accurate site and system information before ordering installation-related products

13. Consumer Rights

JustThermostat aims to handle returns, exchanges, and refunds fairly and in line with applicable law. UAE consumer-protection legislation and its executive regulations cover consumer rights, supplier obligations, defects, after-sales matters, and return-related issues, and the Ministry of Economy & Tourism provides official complaint channels for consumers in the UAE.

14. Contact Us

If you want to request a return, report an issue, or ask about refund eligibility, please contact us:

الثرموستات فقط
Email: Sales@justthermostat.com
Phone: +971 58 651 4678
Address: دبي الإمارات العربية المتحدة