Understanding our Returns Process
Products are warranted solely by the manufacturer. The complete warranty is included with the product and is subject to the conditions set forth by the manufacturer. Orchestrated Home offers an exclusive 30-day exchange/refund policy on mail order and web purchases. Please note: defective computer software may only be exchanged for the same replacement product.
If you are not satisfied with your purchase, you may return it for exchange or refund (excluding shipping and handling charges) within 30 days, subject to a Return Merchandise Authorization from Orchestrated Home (see exceptions above). Although we take pride in our accuracy, if we make an error processing your order, we will pay for return shipping (excluding third party shipping markup - see notes below). Keep your merchandise, accessories and all packing materials in new condition to avoid any restocking fees. Web and mail order purchases require an RMA (Return Merchandise Authorization) number. For an RMA number, submit a contact form (preferred) or call us toll free at (888) 659-5556.
Warranty returns require the customer to ship the defective unit back to Orchestrated Home at the customer's expense. Usually, the customer will purchase a replacment product to expedite the process. Once the defective item is received, the customer's payment method will be credited. Please note that international customer's are responsible for all warranty shipping expenses (both ways). Orchestrated Home will pay for domestic shipping charges back to the customer for the replacement item when warranty services are needed within 30 days.
Please note that an RMA number does not guarantee final disposition and all returns are subject to inspection. All exchanged/ returned merchandise must be in original factory carton, including all packaging materials, inserts and manuals, warranty cards (not filled-out) and all accessories. Please do not tape or write anything on the item or the original manufacturer’s carton. In some cases, we may charge you for the replacement of damaged, altered, missing, written-on or taped-on contents or cartons. We reserve the right to refuse any such items.
All returns must be packed in an outer shipping carton.
A copy of your original invoice should be included in the return box. At minimum, please make sure that the RMA number is written on the outside of the box AND again on your invoice or hand written note inside the box.
Please note: our Returns Department will refuse any package that has not been authorized for return. There are no exceptions. Please ensure you have received an RMA number.
Please ship your parcel back to us Freight Prepaid. We suggest that you use UPS Ground Service "Insured". Sorry, we cannot accept COD or freight-collect shipments.
If return shipping charges are accepted for reimbursement by our returns department (defective item(s) or incorrect item(s) shipped - within 30 days), then please note that third party shipping charges will not be reimbursed. Normally we will provide a return shipping label for you.
Note: A signed proof of delivery will be required on all lost package claims.
We process returns within 5 business days (likely sooner). Orders made by check or money order may require up to 10 business days for processing.
The above guidelines apply to all purchases.
Send pre-authorized returns from parcel carriers or the USPS to:
2701 Del Paso Rd., Suite 130-266
Sacramento, CA 95835