Refund policy
**Last updated: 27 July 2026**
This policy applies to purchases made directly from Home Ecosystems SrL through
home-ecosystems.com. If you purchased a Home Ecosystems product or subscription
through another seller, marketplace, Apple App Store or Microsoft Store, please
use that seller's return or refund process. Your mandatory rights under
applicable law remain unaffected.
Your right to withdraw
If you are a consumer in the European Union or another jurisdiction that
provides an equivalent mandatory right, you may withdraw from an eligible
distance purchase without giving a reason.
For goods, the withdrawal period expires 14 days after the day on which you, or
a person nominated by you other than the carrier, receives the goods. If one
order is delivered in separate shipments, the period starts when the final
goods are received.
For services, the withdrawal period expires 14 days after the contract is
concluded.
To exercise this right, email support@home-ecosystems.com before the applicable
period expires. Include your name, order number, the goods or services concerned
and a clear statement that you are withdrawing from the contract. You may use
the model withdrawal form at the end of this policy, but it is not mandatory.
We will provide return instructions and the correct returns address. Sending
your withdrawal notice on time is sufficient to meet the notification deadline;
you do not need to wait for our response.
Returning goods
After notifying us of your withdrawal, you must send the goods back without
undue delay and no later than 14 days after your notice. Unless we agree
otherwise in writing, returns must be sent to:
Home Ecosystems SrL
Via San Margherita 117
22010 San Bartolomeo Val Cavargna, CO
Italy
Please use suitable protective packaging and a tracked shipping service. For a
change-of-mind withdrawal, you bear the direct cost of returning the goods. If
goods are defective, damaged on delivery or not as described, contact us before
shipping; where the law makes us responsible, we will provide or reimburse an
appropriate return method.
You may inspect goods only as you reasonably could in a physical shop. You may
be responsible for any reduction in value caused by handling beyond what is
necessary to establish the nature, characteristics and functioning of the
goods. Installation, electrical connection, prolonged operation, alteration or
physical damage may therefore affect the refundable amount, but does not remove
mandatory rights concerning defective or non-conforming goods.
Before returning a controller, remove personal configuration where reasonably
possible. Do not include passwords, network credentials or unrelated personal
information in the parcel or in support messages.
Refunds following withdrawal
We will reimburse eligible payments, including the cost of our least expensive
standard delivery option, without undue delay and no later than 14 days after
receiving your withdrawal notice. If you selected a more expensive delivery
method, the additional delivery cost is not refundable.
For goods, we may withhold reimbursement until we receive the returned goods or
you provide evidence that you sent them, whichever occurs first.
Refunds are made using the original payment method unless you expressly agree
otherwise. We do not charge a refund fee.
Exceptions
The statutory right of withdrawal may not apply to:
- goods made to your specifications or clearly personalised, including
commissioned PlantArt pieces or custom-built systems;
- services that have been fully performed after you expressly requested
performance during the withdrawal period and acknowledged the consequences;
- the proportion of a service already performed, where you expressly requested
that work begin during the withdrawal period and later withdraw;
- digital content supplied immediately without a physical medium, after you
expressly consented to immediate supply and acknowledged that this ends the
right of withdrawal; and
- any other case excluded by mandatory applicable law.
We will identify a relevant exception and obtain any consent or acknowledgment
required by law before accepting the order or starting the work. A product is
not treated as personalised merely because you configured it after delivery.
Commissioned PlantArt and installation work
The accepted quotation or project agreement defines the design, milestones,
customer approvals, site requirements, deposit, cancellation consequences and
delivery or installation schedule.
Where a piece is made to your specifications or clearly personalised, the
change-of-mind right of withdrawal may not apply. This does not limit rights
relating to non-conformity, defective work or a failure to supply what was
agreed.
Faulty, damaged or non-conforming goods
The change-of-mind process above is separate from your legal rights when goods
are faulty, damaged on delivery or do not match their description.
Consumers in the European Union have a minimum two-year legal guarantee from
delivery, subject to the applicable national implementation. Depending on the
circumstances and applicable law, an eligible remedy may include repair or
replacement at no cost, an appropriate price reduction, or termination of the
contract and a refund.
Contact support@home-ecosystems.com with your order number, product serial
number, a description of the issue and, where useful, photographs or diagnostic
information. Do not send passwords, private keys or Wi-Fi credentials.
Damage caused by misuse, operation outside published limits, unauthorised
mains-voltage work or an alteration that caused the reported fault may not be a
product non-conformity. This does not reduce mandatory consumer rights, and an
unrelated software or firmware modification does not by itself remove those
rights.
Unless a separate written commercial warranty is supplied with the product,
Home Ecosystems does not offer an additional commercial warranty beyond the
rights provided by applicable law.
App and cloud subscriptions
Subscriptions purchased through Apple App Store or Microsoft Store are billed,
renewed, cancelled and refunded through the relevant store. Cancelling an app
account does not automatically cancel a store subscription. Manage or cancel
the subscription in the store account used for the purchase and use the store's
refund-request process where applicable.
Ending automatic renewal normally leaves access active until the end of the
paid period unless the store issues a refund or applicable law requires another
result. Mandatory consumer rights remain unaffected.
Model withdrawal form
Complete and send this form only if you wish to use it:
> To: Home Ecosystems SrL, Via San Margherita 117, 22010 San Bartolomeo Val
> Cavargna, CO, Italy; support@home-ecosystems.com
>
> I/We hereby give notice that I/We withdraw from my/our contract for the sale
> of the following goods or the supply of the following service:
> [describe goods or service]
>
> Ordered on/received on:
> Order number:
> Name of consumer(s):
> Address of consumer(s):
> Signature of consumer(s), only if submitted on paper:
> Date:
Contact
Questions about returns, defects or refunds may be sent to
support@home-ecosystems.com.