If you’re considering a SimpliSafe security system, understanding the SimpliSafe return policy is a smart first step. It gives you peace of mind to try their products, knowing you have options if things don’t work out. This guide breaks down everything you need to know about returns, refunds, and exchanges in simple, clear terms.
We’ll cover the timeframes, conditions, and step-by-step instructions. You’ll also learn about the warranty that protects your purchase long after the return window closes. Let’s get started.
SimpliSafe Return Policy
The core SimpliSafe return policy offers a 60-day window for most products. This means you have two months from the date your equipment ships to decide if it’s right for you. It’s a generous period that allows for proper setup and testing.
To be eligible, items must be in like-new condition with original packaging. You’ll need all the parts, manuals, and accessories that came in the box. This policy applies to purchases made directly from SimpliSafe, whether online or over the phone.
What Items Are Covered Under the Return Policy?
Most SimpliSafe hardware falls under the standard 60-day return policy. This includes:
- Security cameras (indoor, outdoor, and doorbell cameras)
- Base stations and keypads
- Entry sensors and motion sensors
- Glassbreak sensors and smoke detectors
- Smart locks and other environmental sensors
It’s important to note that certain items have different rules, which we will cover in a moment.
The 60-Day Return Window Explained
The clock starts ticking on the day your order ships, not the day you receive it. You can find the ship date on your order confirmation email or in your SimpliSafe account. We recommend starting the return process well before day 60 to avoid any issues.
If you need to return an item, you must contact SimpliSafe customer service to initiate the process. They will provide you with a Return Merchandise Authorization (RMA) number and instructions. Returns sent without an RMA may not be accepted.
Items With Special Return Conditions
Not everything follows the standard two-month rule. Here are the key exceptions:
- SimpliSafe Monitoring Plans: These are subscription services and are generally not refundable. However, you can cancel at any time, and you won’t be charged for future periods.
- Opened Software or Digital Products: Once accessed, these are typically non-returnable.
- Custom or Final Sale Items: Any item marked as final sale cannot be returned.
How to Start a SimpliSafe Return
Follow these steps to ensure a smooth return experience:
- Gather your order number and the items you wish to return.
- Contact SimpliSafe Customer Support via phone or their online help center. Email is also an option but calling is often faster.
- Request an RMA number and a prepaid return shipping label. They usually email this to you.
- Carefully pack all items, components, and manuals in the original packaging.
- Securely attach the provided label to the outside of the box.
- Drop the package at a designated shipping carrier location (like UPS or FedEx).
- Keep your tracking number until you receive confirmation that the return is processed.
Understanding Restocking Fees
Good news: SimpliSafe does not charge a restocking fee for returns made within the 60-day policy. This is a customer-friendly approach that sets them apart from some other electronics companies. You will receive a full refund for the cost of the returned equipment.
However, you are responsible for the initial shipping charges you paid when you placed the order, as these are typically non-refundable. Unless the return is due to a SimpliSafe error or a defective product, those initial costs won’t be returned.
When to Expect Your Refund
Refund processing begins once SimpliSafe receives and inspects your return at their warehouse. This inspection confirms the items are in like-new condition. The whole process usually takes about 7-10 business days after they get the package.
Your refund will be issued to the original payment method used for the purchase. The time it takes for the credit to appear on your account depends on your bank or card issuer, often adding 3-5 more business days. So, in total, allow for up to two weeks from the day you mail the return.
SimpliSafe’s Warranty vs. Return Policy
Don’t confuse the return policy with the warranty. They serve different purposes. The 60-day return policy is for change-of-mind returns. The SimpliSafe warranty is a guarantee against defects in materials or workmanship for a much longer period.
The Standard Limited Warranty
Most SimpliSafe hardware comes with a 3-year limited warranty. This warranty starts on the original purchase date. If your device stops working due to a manufacturing flaw during this time, SimpliSafe will repair or replace it at no charge.
The warranty does not cover damage from accidents, misuse, or normal wear and tear. For example, if you submerge a camera in water or install an outdoor camera in an unapproved location, the warranty likely won’t apply.
How to Make a Warranty Claim
If you have a problem after the 60-day return window, the warranty is your next step. Here’s what to do:
- Diagnose the issue with SimpliSafe support. They often run through troubleshooting steps first.
- If the product is deemed defective under warranty, they will authorize a replacement.
- They will ship you a new or refurbished unit, often with a prepaid label to send the old one back.
This process is usually straightforward, and their customer service is geared to handle these claims efficiently.
Tips for a Hassle-Free Return Experience
A little preparation can make your return go perfectly smooth. Here are some pro tips based on customer experiences.
Keep Everything Organized
When you first unbox your SimpliSafe system, try to keep the packaging. Flatten the boxes and store them in a closet for at least the first 60 days. Also, keep all the little bits—screws, mounting brackets, USB cables, and manuals—together in one place.
This makes repacking for a return incredibly easy. It also ensures you won’t be missing a crucial piece that could delay your refund or result in a partial refund.
Test Your System Early
Don’t wait until day 55 to set up your system. Install it and test all the components within the first couple of weeks. Check camera angles, sensor ranges, and app connectivity. Make sure it integrates well with your home and lifestyle.
This gives you ample time to decide and to contact support with any questions. If you do need to return, you’ll have plenty of time left in the window.
Document Your Return
When you ship your return, always get a drop-off receipt from the carrier. This receipt has your tracking number and serves as proof that you shipped the package on a certain date. Take a photo of the packed box with the label visible before you hand it over.
Save all communication with SimpliSafe, including your RMA number and any support ticket numbers. This documentation is invaluable if there’s any discrepancy about the return status.
Common Scenarios and How They’re Handled
Life happens. Here’s how SimpliSafe typically handles some specific situations.
Returning a Gift
If you received a SimpliSafe system as a gift, the process is similar. You’ll need the order number from the gift giver or the receipt. Contact customer service, and they can often look up the order with the purchaser’s information.
Refunds for gifts are usually issued in the form of store credit or to the original payment method used by the buyer. It’s a good idea to coordinate with the person who gave you the gift to manage expectations.
International Returns
The standard return policy primarily applies to purchases shipped within the United States. For international orders, different rules may apply. Shipping costs and import duties are generally non-refundable, and the process can be more complex.
If you are outside the U.S., contact SimpliSafe support directly before placing an order to understand the specific return and warranty terms for your country. Their policies can vary significantly.
Defective Items Within the Return Window
If a component is dead on arrival or fails within the first 60 days, you have a choice. You can process a standard return for a full refund, or you can initiate a warranty claim for a direct replacement. The fastest path is often the return, as it’s a simpler transaction.
Customer service can advise you on the quickest option based on your preference—whether you want a refund or just a working unit.
What Happens After You Return?
Once your return is complete, you have a few options. You might choose a different security system brand altogether. Or, you might decide to give SimpliSafe another try with a different equipment bundle.
If you cancel your monitoring plan alongside the return, remember that your professional monitoring and app access will stop. The system will still function as a local alarm, but it won’t contact emergency services.
Considering an Exchange
SimpliSafe doesn’t have a formal exchange program. Instead, the process is to return your original items for a refund and then place a new order for the different equipment you want. This ensures you get the current pricing and any active promotions on the new order.
The upside is you can completely change your mind about your setup. The downside is you’ll be without equipment during the return and reorder process, which can take a couple of weeks.
Frequently Asked Questions (FAQ)
How long is the SimpliSafe return period?
You have 60 days from the ship date to return most SimpliSafe equipment for a full refund.
Can I return SimpliSafe to a retail store?
No. If you purchased your system directly from SimpliSafe, you cannot return it to a retail store like Best Buy or Walmart. You must go through SimpliSafe’s direct return process. If you bought it from a retailer, you must follow that store’s return policy.
Does SimpliSafe have a money-back guarantee?
Yes, the 60-day return policy acts as a money-back guarantee for the hardware. Their monitoring plans are cancelable anytime, but fees for the current period are not typically refunded.
Are there any return fees?
SimpliSafe does not charge a restocking fee. However, the original shipping charges you paid are not refundable, unless the return is due to their error.
What if I’m outside the 60-day window?
After 60 days, you cannot return an item for a refund. Your protection then falls under the 3-year limited warranty for defective items. You’ll need to contact support to file a warranty claim if a product fails.
How do I cancel my SimpliSafe monitoring?
Monitoring plans are separate from equipment. You can cancel monitoring at any time by calling customer service. There’s no long-term contract, so you won’t face early termination fees.
Can I return opened items?
Yes, you can return opened and used items as long as they are in like-new condition with all original parts and packaging. The 60-day policy is designed for you to test the system in your home.
Final Thoughts on Navigating Returns
Knowing the ins and outs of the SimpliSafe return policy empowers you to make a confident purchase. The 60-day window is genuinely customer-friendly, giving you a solid two months to ensure the system fits your needs. Remember to keep your packaging, test everything early, and document your steps if you initiate a return.
By understanding the difference between the return policy and the longer warranty, you’ll know exactly where to turn for help at any point in your ownership. With this knowledge, you can focus on what matters most: feeling secure in your home.