9 Messages
The 60 Day Return Policy
The 60 day return policy is really a 45 day return policy because it starts the day you order your items. These days that can take 15-25 days to receive your items limiting your return to 35 days or less. If it is a gift and you decide to open it 10 days later, when you go to return it unopened customer service tells you that you are beyond your 60 day return window and you can not return it for any refund.
I purchased 4 units and sent them to young family members. When I attempted to return one of the units because the kids had installed their own system, I was told that I was outside of the Simplisafe return window even though the box had never been opened.
Official Solution
davey_d
Community Admin
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5.6K Messages
2 years ago
Hi queenisdav,
Thanks for reaching out about this, and I apologize for the miscommunication about our return policy. To clarify, the policy is 60 Days from the date when you receive the package. So let's say there was a delay on an item that had to be backordered, your 60 Days would begin from when that item is delivered at your address.
If it helps, if you were to call in today (1/31/22), you would be able to return any item that you received as far back as 12/2/21.
But even if you were outside of the Return window, that doesn't mean our Support team can't do anything else for you. Please give us a call again at 800-548-9508 and we'll make this right.
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captain11
Captain
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6K Messages
2 years ago
@queenisdav Under the heading "nothing ventured, nothing gained", Simplisafe does need to do a better job defining exactly what that no questions asked guaranty is. I suggest you call back, get customer service (not tech support) ask again politely and if told no, ask to be escalated to a supervisor. No again? Escalate to a manager. It appears you are a multiple system family and I have found over the years SS is more than reasonable to make customers satisfied. Please post your outcome here if you get the chance. Thank you!
To SS mgt: Just checked the website and saw the 60 day no questions asked guarantee. No "*". This has come up many times. Sorry, but I have to definitely side with the customer.
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