Refund & Return Policy

1. Overview

At Alerta Family, Inc., we want you to be satisfied with your purchase. This Return & Refund Policy explains how you may return eligible Alerta Home devices and receive a refund.

This policy applies to Alerta Home–branded devices purchased directly at https://alertahome.com or through authorized Alerta Family representatives. If you purchased an Alerta product from another retailer, that retailer’s return policy applies.

This Return & Refund Policy is incorporated into and forms part of the Alerta Family Terms of Service.

2. Thirty-Day Return Window

You may return most new Alerta Home devices within 30 days of the delivery date shown by the carrier for a refund of the purchase price, excluding shipping and handling, subject to the conditions below.

To be eligible for a return:

  • The device must be in original condition, with all parts, accessories, and packaging included.
  • The device must not show signs of misuse, damage, or unauthorized modification.
  • You must provide valid proof of purchase (order confirmation or receipt).

Non-returnable items

The following items are not eligible for return:

  • Opened accessories (including cables, power adapters, mounting kits)
  • Stickers, labels, or packaging consumables
  • Replacement parts or components purchased separately
  • Products received through promotional giveaways, pilot programs, or beta programs

3. Return Process

  1. Contact Support
    Email care@alertahome.com to request a Return Merchandise Authorization (“RMA”).
  2. Receive Instructions
    Our team will confirm eligibility and provide return instructions or a prepaid return label, if applicable.
  3. Ship the Product
    • Use the original packaging or equivalent protective materials.
    • Clearly include your RMA number inside the package.
    • Ship the return within 10 business days of RMA approval.
  4. Refund Processing
    • Once the return is received and inspected, approved refunds are processed within 7–10 business days to the original payment method.
    • Shipping fees are non-refundable, unless the return is due to our error or a confirmed defective unit.

4. Defective or DOA Products

If your device arrives damaged or not functioning out of the box (“DOA”), contact us within 15 days of delivery.
We will cover all return shipping costs and either:

  • Send you a replacement device, or
  • Issue a full refund, including shipping.

After 15 days, such claims are handled under our Limited Hardware Warranty, which covers defects in materials and workmanship for one (1) year.

5. Refund Method

Refunds are issued to the original payment method used for purchase. If the original payment method is unavailable, Alerta Family may issue a store credit or refund by check at its discretion. Refunds will not exceed the original purchase price of the returned device.

6. Subscription Services

  • Subscription fees are billed in advance and are non-refundable once a billing period begins.
  • You may cancel your subscription at any time before the next billing cycle through your account or by contacting care@alertahome.com.
  • Upon cancellation, subscription services remain active until the end of the current billing period.

7. Exchanges

If you purchased an incorrect device model, contact us within 30 days of delivery. We may assist with an exchange, subject to product availability. Price differences and shipping costs may apply.

8. Warranty Claims (After 30 Days)

If a device develops a defect after 30 days but within the one-year limited warranty period, the issue will be handled under the Alerta Family Limited Hardware Warranty, which governs repair, replacement, or refund for qualifying manufacturing defects.

9. Return Address

Alerta Family, Inc. — Returns Department
11325 Indian Trail
Dallas, TX 75229
Email: care@alertahome.com

10. Legal Disclaimers

  • This policy applies only to purchases made within the United States.
  • Returns, refunds, and exchanges are governed by applicable U.S. consumer protection laws.
  • Alerta Family reserves the right to deny returns that do not meet the conditions described in this policy.