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Refund Policy

1. Introduction

We value our customers and strive to provide the best products and services. If you are not entirely satisfied with your purchase, we are here to help. This refund policy outlines the terms under which refunds and returns are accepted.

2. Eligibility for Refunds and Returns

  • Timeframe: Customers have 14 days from the date of purchase to request a refund or return their Hub:One device.
  • Condition: Items must be in the same condition as received, and in the original packaging.
  • Receipt or Proof of Purchase: A valid receipt or proof of purchase is required.

3. Non- Refundable Items include:

  • Products purchased more than 14 days ago
  • Products damaged due to misuse, abuse, or accidents
  • Products damaged due to natural disasters, including but not limited to lightning, flood, or fire.
  • Products damaged by your Installer

4. Process for Returns

To initiate a return, follow these steps:

  1. Contact Us: Email us at help@swarm.eco or call us at 0333 242 3504 to request a return authorization.
  2. Pack Your Item: Securely pack the item in its original packaging, including all accessories, manuals, and documentation.
  3. Ship the Item: Send the item to Unit 4, The Old Forge, Byker, Newcastle-Upon-Tyne, NE6 2HL. We recommend using a trackable shipping service.

5. Refund Process :

Once we receive your returned item, we will:

  1. Inspect the item and notify you of the status of your refund.
  2. If approved, we will initiate a refund to your original method of payment within    3-5 days.

6. Late or Missing Refunds:

If you haven’t received a refund within the stated timeframe:

  1. Check your bank account again.
  2. Contact your credit card company; it may take some time before your refund is officially posted.
  3. Contact your bank. There is often some processing time before a refund is posted.
  4. If you’ve done all of this and still have not received your refund, please contact us at help@swarm.eco

7. Exchanges

We only replace items if they are defective or damaged. If you need to exchange an item for the same item, contact us at help@swarm.eco for further instructions.

8. Shipping Costs

  • Customers are responsible for paying their own shipping costs for returning items.
  • Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
  • Depending on your location, the time it may take for your exchanged product to reach you may vary.

9. Contact Information

If you have any questions about our refund policy, please contact us:

  • Email: help@swarm.eco
  • Phone: 0333 242 3504
  • Address: Unit 4, The Old Forge, Byker, Newcastle-Upon-Tyne, NE6 2HL