Return policy and procedures

Learn about the SmartHome return policy and procedures

If you are not satisfied with your purchase, you can return it for an exchange or refund within 30 days of purchase. Your purchase must be in near new condition with original packaging, accessories and bundled content.

Return procedures

Defective Product Exchanges

  1. Call TELUS SmartHome Tech Support (1-888-811-2323; Monday-Friday: 8am-10pm MT, or Saturday, Sunday and Holidays: 9am-9pm MT).
  2. Unplug or unmount your device and pack it in its original packaging or similar.
  3. Print or fill out the form that is emailed to you. Include this form as part of the kit to be shipped back.
  4. Go to your nearest Canada Post location and tell them you are shipping this box to TELUS. Canada Post will accept the box and ship it to us.
  5. Once you receive your replacement device, follow the installation instructions included to pair and mount the product.

Money-Back Return

  1. Money-back returns are only available within 30 days of receiving your product.
  2. Call TELUS SmartHome Customer Care (1-855-835-8788; Monday-Friday: 8am-8pm PT, or Saturday, Sunday, and Holidays: 9am-5pm PT).
  3. Unplug or unmount your device and pack it in its original packaging.
  4. Print or fill out the form that is emailed to you. Include this form as part of the kit to be shipped back.
  5. Go to your nearest Canada Post location and tell them you are shipping this box to TELUS. Canada Post will accept the box and ship it to us.
  6. Once we have accepted the return, we will refund the appropriate amount to the credit card you used at the time of purchase.

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