Order Policy

Commercial Orders From A Qualified Partner

Standard Limited Warranty

Your purchase of a SmartAC.com system (the “System”) with professional setup from a qualified partner comes with a Limited Warranty that applies to each component of your system. The applicable customer agreement with your qualified partner identifies the current warranty period, warranty scope, exclusions, remedies, and applicable Service Plan terms for your offering and is available before purchase.

Commercial orders are governed by the applicable customer agreement with the qualified partner. For each consumer and Contractor-channel offering, the applicable order page, checkout, order confirmation, or customer agreement must identify the legal entity responsible for the seller, lessor, warranty provider, installer, and service provider roles, and state when a role does not apply. SmartAC.com, Inc. is the seller and, if applicable, lessor, warranty provider, and service provider only where expressly identified in the applicable order or customer agreement. The applicable qualified partner is the installer and is responsible for installation, inspection, diagnosis, maintenance, repair, pricing, and any Contractor-provided warranty or service, unless the applicable order or customer agreement expressly identifies another responsible party. Where a Contractor sells, leases, warrants, installs, or services an offering, the applicable order or customer agreement must identify that Contractor by legal name and clearly state the role or roles it performs. Hardware, alerts, and support are not emergency services and do not replace a qualified HVAC professional.

Your Limited Warranty covers defects in the materials and workmanship of each component that makes up your System during the Warranty Period, which lasts for ninety (90) days after your qualified partner completes the setup. During the Warranty Period, we will repair or replace any defective part of the System that requires on-site professional installation without charge to you. Before SmartAC.com sends on-site repair services to your residence, you must first contact SmartAC.com customer service at (833) 762-7822 to attempt to resolve your needs over the phone. After the Warranty Period, we may replace defective hardware components that do not require professional installation, such as water sensors, at no charge to you, including standard shipping to your address for self-installation, if and to the extent provided in the applicable customer agreement or Service Plan.. We can fulfill our obligations under the Limited Warranty using new parts or used parts of the same functionality, and keep all replaced parts. After the Warranty period expires, you will be responsible for any visit charges at our then-prevailing rate for service, plus any applicable taxes. The Limited Warranty excludes coverage for damages to equipment resulting from normal wear-and-tear, abuse, neglect, and acts of God. The applicable customer agreement identifies any additional exclusions, restrictions, and Service Plan terms for your offering and is available before purchase.

Miscellaneous

This Limited Warranty gives you specific legal rights, and you may also have other rights which vary from state to state.
WHETHER ANY CLAIM IS BASED ON NEGLIGENCE OR OTHER TORT, BREACH OF WARRANTY OR OTHER BREACH OF CONTRACT, OR ANY OTHER THEORY, NEITHER SMARTAC.COM NOR ANY OF ITS AFFILIATES SHALL, IN ANY EVENT, BE LIABLE FOR INCIDENTAL OR CONSEQUENTIAL DAMAGES, INCLUDING BUT NOT LIMITED TO LOST PROFITS, LOSS OF USE OF A UNIT, EXTRA UTILITY EXPENSES, OR DAMAGES TO PROPERTY.

Use License

When SmartAC.com provides you with logon credentials for SmartAC.com's website or mobile app, you are granted a limited license for access. This is the grant of a limited license, not a transfer of title, and under this license you may not:
- modify or copy the materials;
- use the materials for any commercial purpose, or for any public display (commercial or non-commercial);
- attempt to decompile or reverse engineer any software created by SmartAC.com; remove any copyright or other proprietary notations from the materials; or
- transfer the materials to another person or "mirror" the materials on any other server.
This license shall automatically terminate if you violate any of these restrictions and may be terminated by SmartAC.com at any time. Upon terminating your viewing of these materials or upon the termination of this license, you must destroy any downloaded materials and software in your possession whether in electronic or printed format.

Membership Cancellations

Requests to cancel a membership must be provided in writing to your qualified partner. For any automatically renewing membership, the applicable order page, checkout, order confirmation, or customer agreement must clearly disclose before enrollment that the membership automatically renews unless canceled, the initial term and each renewal term, the amount and frequency of renewal charges (including applicable taxes and any variable-charge basis), the date or timing of the first renewal charge, the cancellation method, and any notices required by applicable law. The applicable qualified partner will provide any required renewal notices within the timing and by the method required by applicable law, and cancellation will be effective as required by applicable law. An early cancellation fee may apply only as detailed in the terms of your customer agreement and as permitted by applicable law.

An early-cancellation fee applies only if clearly disclosed in, and permitted by, the applicable customer agreement and applicable law. Any fee will be calculated as stated in that agreement and will not limit any cancellation, rescission, refund, or other right that cannot lawfully be waived.

Consumer Online Orders

Satisfaction Guarantee

Simply contact us within 30 calendar days after your hardware arrives and we'll walk you through returning your order. If the hardware arrives damaged, we'll send a replacement at no additional charge. You must have received your hardware to qualify for this policy and it is required that the unwanted hardware be returned prior to issuing a replacement. Reach out to us before returning your hardware. Prior authorization is required for returns. Limit one replacement per product; limited to 5 items per household per lifetime.

This Satisfaction Guarantee applies only as disclosed at checkout and as permitted by applicable law. It does not limit a statutory cancellation, rescission, refund, warranty, or other right that cannot lawfully be waived. SmartAC.com will provide any legally required refund using the original payment method unless otherwise agreed or legally permitted.

Not Covered Under This Guarantee

Any product shipped outside of the United States or Canada
Products installed in commercial applications
Commercial orders from a qualified partner are not for this offer and subject to different terms

A commercial order is any order purchased through a qualified partner

Standard Limited Warranty

Your purchase of a SmartAC.com system (the “System”) comes with a Limited Warranty that applies to each component of your system. Subject to the applicable customer order and service plan, your Limited Warranty covers defects in materials and workmanship of each component that makes up your System during the stated warranty period, which may be the life of your active membership (the "Warranty Period"). During the Warranty Period, we will repair or replace any defective part of the System that requires replacement without charge to you. This will include standard shipping to your address for self-installation. Before SmartAC.com replaces any hardware in your System, you must first contact SmartAC.com customer service at (833) 762-7822 to attempt to resolve your needs over the phone. We can fulfill our obligations under the Limited Warranty using new parts or used parts of the same functionality, and keep all replaced parts. The Limited Warranty excludes coverage for damages to equipment resulting from normal wear-and-tear, abuse, neglect, and acts of God. Certain other terms and restrictions apply. See your customer order for details regarding your Service Plan.

The limited warranty is in addition to, and does not replace, statutory warranties, consumer guarantees, or other rights that cannot lawfully be excluded, disclaimed, or limited. Canadian consumers may have rights under applicable consumer-protection and sale-of-goods laws, including, where applicable, the Civil Code of Québec and the Consumer Protection Act. Any disclaimer or limitation in this Order Policy applies only to the maximum extent permitted by law.

Miscellaneous

This Limited Warranty gives you specific legal rights, and you may also have other rights which vary from state to state.
WHETHER ANY CLAIM IS BASED ON NEGLIGENCE OR OTHER TORT, BREACH OF WARRANTY OR OTHER BREACH OF CONTRACT, OR ANY OTHER THEORY, NEITHER SMARTAC.COM NOR ANY OF ITS AFFILIATES SHALL, IN ANY EVENT, BE LIABLE FOR INCIDENTAL OR CONSEQUENTIAL DAMAGES, INCLUDING BUT NOT LIMITED TO LOST PROFITS, LOSS OF USE OF A UNIT, EXTRA UTILITY EXPENSES, OR DAMAGES TO PROPERTY.

Use License

Permission is granted to temporarily download one copy of the materials (information or software) on SmartAC.com's web site for personal, non-commercial transitory viewing only. This is the grant of a license, not a transfer of title, and under this license you
- may not:
- modify or copy the materials;
- use the materials for any commercial purpose, or for any public display (commercial or non-commercial);
- attempt to decompile or reverse engineer any software created by SmartAC.com;
- remove any copyright or other proprietary notations from the materials; or
- transfer the materials to another person or "mirror" the materials on any other server.
This license shall automatically terminate if you violate any of these restrictions and may be terminated by SmartAC.com at any time. Upon terminating your viewing of these materials or upon the termination of this license, you must destroy any downloaded materials in your possession whether in electronic or printed format

Membership Cancellations

Requests to cancel a membership must be received in writing. All requests must be sent to support@smartac.com. Cancellation requests will be processed in accordance with the type of membership in place at the time of the consumer order.

Term membership that includes hardware (After July 15/22)

Requests to cancel a term membership may be subject to an early termination fee. Only if clearly disclosed in, and permitted by, the applicable customer agreement and applicable law. Any such fee will be calculated as stated in that agreement and will not limit any cancellation, rescission, refund, or other right that cannot be waived under applicable law. SmartAC.com requests that unopened hardware be returned and will provide a prepaid return label for unopened hardware where stated in the applicable customer agreement or return authorization.

Discounted Hardware Promotion Purchases (Before July 16/22)

Any request to cancel your membership in the first 12 months of service will require the return of all hardware before the membership can be canceled. Once the notice to cancel the subscription has been received SmartAC.com will provide a free return shipping label so the hardware can be returned. After receiving the hardware SmartAC.com will then cancel the membership. If you do not want to return the hardware you can choose to pay the full cost of the hardware, $149/Hardware Kit, and then have your membership canceled.

Order Changes, Cancellations, and Refunds

Because our products are configured to each house and comfort system combination, they may not be suitable for all houses. Therefore, it is important that you are sure of your decisions before you finalize your purchase. We are happy to change or cancel orders as long as you contact us within 24 hours from the date and time the order was submitted to us. Please email our Customer Service department at support@smartac.com to process any changes or cancellations. Below are some points about how we handle cancellations and changes:

Prices, promotions, availability, and specifications may change before SmartAC.com accepts an order. Posted prices exclude applicable taxes, shipping, handling, duties, and other charges unless expressly stated otherwise. SmartAC.com may correct pricing, description, or availability errors and cancel an affected order before shipment or activation, with a refund of amounts paid for the canceled portion. An order acknowledgement does not constitute acceptance; SmartAC.com accepts an order when it ships hardware, activates service, or expressly confirms acceptance. SmartAC.com will not charge a payment method for an amount not authorized by the customer except as permitted by the applicable agreement and law.

Since shipping preparation begins shortly after the order is placed, cancellations and changes can only be made for a period of 24 hours after your online order is finalized without potential fees
Address changes are not permitted once an order is shipped
If you cancel your order during this 24 hour period, we will refund your money
If the cancellation or change occurs at any time beyond this 24 hour period some additional charges may apply
On extremely rare occasions there may be delays caused by out-of-stock materials, shipping delays, temporary factory overload, holidays, or other factors beyond our control. In the event of a known delay and a manufacturer notifies us, you will be contacted that day
We reserve the right to reject any order, at our discretion

Inspection of Merchandise

IMPORTANT: Please notify SmartAC.com promptly, and preferably within 30 calendar days after delivery, if merchandise is damaged in shipment, was sent incorrectly, or appears defective. Timely notice helps SmartAC.com investigate and resolve the issue. This notice period does not limit any non-waivable rights or remedies available under applicable law or an applicable written warranty. Possible, note visible shipping damage with the carrier, retain the packaging, and provide photographs; however, failure to do so does not waive rights that cannot lawfully be waived.

Shipping Information for Individuals

We want your ordering experience to be as simple as possible, which is why we offer free shipping to the contiguous United States and Canada for all prepaid term memberships.

Hawaii and Alaska

We cannot ship orders for free to Hawaii or Alaska. For these orders we'll contact you by phone or email to collect a shipping fee.
For oversized products (96" or over in width or height), we'll contact you by phone and email to collect a shipping fee.

Other Notes on Shipping:

No shipments can be made to PO Box addresses
No shipments can be made to military bases outside the continental United States (APO and FPO addresses)
Address changes are not permitted once the product has shipped
Any delivery times listed on the website or on any other SmartAC.com material (ads, direct mail, emails, etc.) are estimates

Multiple Shipments

Different types of houses might require a variety of different bundles/sensors. For the fastest delivery, we ship each product to you as soon as it is ready, meaning you may receive multiple shipments for the same order. That way, you’ll have each product as soon as possible!

Freight Damage and Missing Parts

Upon receiving your order please be sure to inspect boxes carefully and alert your driver to any observed damage. If you find damaged items, please do not discard the boxes! We highly encourage you to take pictures of the damage, as the carrier will likely require them to process your claim.

Please contact us within 30 calendar days of the delivery date to report any freight claims to SmartAC.com Customer Service.

If any parts are missing from your order (including installation accessories), please contact us within 30 calendar days and we’ll help you get replacement parts.

International Shipping

Currently, we do not ship our product outside the United States or Canada

Delivery Times

Delivery times given are estimates based on normal production and shipping times, and may vary depending on the product.

Estimated delivery times include working days after our receipt of your completed order and exclude weekends, holidays and factory closing days.
On occasion, there may also be delays caused by backordered merchandise, factories slowing or stopping production to take inventory, temporary factory overload, or other unforeseen problems.
Estimated delivery times may also vary during peak seasons such as holidays.

Back Ordered Items

Products may be placed on backorder by manufacturers we work with. Whenever we receive notice of backordered items, we will notify you immediately and give you the option to change or cancel your order.

Have an issue? Let's solve it!

Please e-mail us here; SmartAC Support