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Shipping FAQs

Do you offer free shipping?

Yes, we do. All orders of Rs. 10,000 and above qualify for free delivery, while a nominal delivery fee of Rs. 350 applies to orders below this amount.

What are your delivery times?

Deliveries are made between 09:00 and 19:00 from Monday to Saturday. There are no deliveries on Sundays or public holidays.

How long will it take to receive my order?

We strive to deliver your order within 3-5 business days. Please note that Home Genius is not responsible for shipping delays or any losses resulting from unforeseen circumstances beyond our control, such as the recipient being unavailable or unreachable, incorrect addresses, weather conditions, and so on. In such cases, we will do our best to inform customers of the delay and provide an estimated delivery date.

Can I modify my delivery address?

Once an order has been placed, the delivery address can not be changed. You will need to cancel the order and place a new one with the correct address. Any payments already made will be refunded according to our refund terms and conditions.

What should I do when I receive my delivery?

All Home Genius packages are securely sealed at our warehouse before being shipped. Upon receipt, please inspect the external condition of the package/box for any signs of damage or tampering during transit. If you are concerned about the condition of the shipment, please do not sign and accept it. Instead, hand the package back to the courier, and we will replace the items within a few days. We recommend making a video while opening the package. If you find that the product inside is tampered with or missing, please contact Home Genius Customer Service at 0304 1112269 within 24 hours of receiving the shipment.

Which locations do you deliver to?

We provide delivery services to almost all cities across Pakistan.

What can I do if the package was delivered to the wrong person?

Please contact our delivery partners or Home Genius customer service for assistance with such issues.

Who is your delivery partner?

We partner with TPL Rider for our deliveries.

Is it necessary for me to provide identification when I receive the package?

No, it isn’t. However, the authorized or intended recipient must sign the delivery document upon receiving the package.

How can I track my order and contact the courier if I have a complaint or inquiries?

You can track your order details through our delivery partners' websites using your tracking number.

 

Refund and Return Policy

At Home Genius, we are committed to ensuring your satisfaction with our products. If you encounter any issues with your order, please review our Refund and Return Policy below.

Received a Wrong Product The Customer Receives Damaged Goods General Conditions.

Contact Information: Please contact our customer service team at 0304-1112269 to initiate a return or for any queries regarding the return process. Return Shipping: Detailed instructions and a return shipping label will be provided once your return request is approved. We appreciate your cooperation and understanding in following these guidelines, which help us ensure a smooth and efficient return process for all our customers. If you have any questions or require further assistance, please do not hesitate to reach out to our customer support team.

Thank you for shopping with Home Genius.

Terms and Conditions

Terms and Conditions for Using Our Website

All purchases made through our online shop are subject to the following Terms and Conditions of Sale.

Terms and Conditions of Sale

General

Product images are for illustrative purposes only and may not perfectly represent the actual product.

We reserve the right to update product images and specifications without prior notice.

Product warranty terms are detailed in a separate General Warranty Terms and Conditions document.

All quotations automatically expire 7 calendar days after issuance.

Operations and Stock

We operate Monday to Friday, excluding public holidays. Orders placed during non-operational days will not be processed until the next
working day.

We do not guarantee stock availability even if an item is marked "in stock" on our website.

If an item is out of stock after an order is placed, we will contact you to amend or cancel the order, including any necessary actions such as refunds.

Orders with a chosen delivery option will be dispatched via any courier or delivery method deemed appropriate by us.

Delivery typically takes 3-5 working days.

Refunds are generally not offered, except under special circumstances at Home Genius's sole discretion. A refund/cancellation fee may apply, typically around 5% of the order total.

Credit card payments on our website are processed by third-party apps. We do not store or retain any credit card information.

Smart Home Hubs

Wireless technology has range limitations; walls and doors can affect performance. We do not guarantee the strength, speed, or range of wireless networks.

 Smart Switches

Install switches one-by-one as we only accept returns for unopened packages.

Smart switches cannot be installed in a two-way setup electrically; they must be configured wirelessly.

Warranty does not cover improper installations not performed by us (full terms in warranty terms and conditions).

Cameras

Quotations and orders do not include mounting or placement services. Cameras do not include SD cards.

Air-con and IR Controllers

IR controllers can only control devices in the same room and are range-limited. Compatibility with all IR devices is not guaranteed.

Curtains and Tracks

The smart curtain system does not include remotes or wireless buttons, which must be purchased separately.

Curtain motors require AC 230V power and have Live, Ground, and Neutral wires for connecting to mains.

Track lengths have an acceptable range of +/- 2 cm.

Returns of curtain tracks are not accepted.

Door Locks

Door locks do not include NFC cards (unless stated otherwise) We do not provide 24/7 support for door locks.Keep the emergency mechanical key outside your home to avoid being locked out. No replacements or warranty support for locks destroyed due to the key being kept inside.

Once installed, we do not accept returns or process refunds for door locks or installation charges.

General – Services (if services availed by Home Genius)

Cancelling or rescheduling jobs with less than 48 hours' notice incurs an Rs.2,500 rescheduling fee.

Service – Electrical Installation (if services availed by Home Genius)

Ensure wiring points are available for installations. Additional onsite trips cost Rs.3,500 per trip.

Wall switch installation covers simple installations only. Additional costs for complex installations will be communicated to the customer for approval before proceeding.

Smart switches in two-way circuits may require different setups. Decisions on wired vs. wireless switches will be made by our electrician based on home wiring.

Service – Curtain Installation (if services availed by Home Genius)

Curtain installation does not include electrical works unless specified.

Power must be available for testing the curtain system.

No app setup, controls, configurations, or linking of wireless switches and buttons are included by default.

Service – Door Lock Installation (if services availed by Home Genius)

Installing smart door locks may require drilling and modifications to your door and frames.

Some gaps may remain after installation, which the installer will try to patch up.

Optional fixtures and brackets are not included in the installation price.

Condominiums may have by-laws regarding door lock changes. It is your responsibility to comply with these regulations.

Disputes with building management or landlords are your responsibility.

No returns or refunds for door locks or installation charges once installed.

App setup, controls, users, PIN codes, and fingerprints setup are not included by default.

App Setup and Configuration

Smart device configuration can only be done after internet and WiFi are set up.

App setup and configuration quoted only include listed devices. Additional devices will incur extra charges.

No refunds for installation or configuration fees if setup cannot be completed due to lack of internet, WiFi, or power.

Support

Support is provided remotely via WhatsApp, emails, or phone calls. Onsite support is Rs.3,000 per trip.

Returns

We accept returns under specific terms and conditions – see Refund and Return Policy

Warranty

Many products come with local warranty. Warranty terms and conditions apply.

Liability

Our total liability is limited to the purchase price under the sales quotation or contract.

We are not liable for any indirect, special, or consequential damages.

We are not liable for any loss or damage arising from the use of our products.

These terms and conditions apply to all goods sold by Home Genius and govern the relevant sales contract to the exclusion of all other terms unless explicitly agreed in writing. They apply to all subsequent transactions between Home Genius and the buyer.

Home Genius Warranty Policy

Terms and Conditions for General
Warranty

Home Genius (“Company”) is
committed to providing quality products and stands behind their performance.
The following terms and conditions apply to the warranty coverage for manufacturing
defects.

Warranty Period

Our products are covered by a
warranty period of 12 months from the date of purchase or delivery, as
specified for each product.

Coverage

Home Genius warrants that all
products will be free from significant defects in material and workmanship for
the specified warranty period. In the event of a valid warranty claim within
this period, Home Genius, at its discretion, will repair or replace the
defective product or the defective part of the product at no charge to the customer,
subject to the following terms and conditions:

Warranty Coverage:

The warranty covers products found to be defective due to faulty
materials during the warranty period.

The warranty becomes effective on the date of purchase or delivery
and expires upon completion of the warranty period.

The warranty is non-transferable and applies only to the original
purchaser of the product.

Proof of purchase is necessary to validate the warranty. The
products must be purchased directly from Home Genius or its authorized
resellers.

The warranty is only valid for products used within Pakistan.

Exclusions:

Normal wear and tear.

Accidental damage.

Damage and faults caused by negligent use, misuse, neglect, or
careless operation or handling of products.

Damage and faults caused by the use of products not in accordance
with the user manuals, manufacturer’s specifications, or their intended
purpose.

Damage and faults caused by faulty and/or improper assembly or
installation, lack of recommended maintenance, repairs or alterations
carried out by parties other than Home Genius or its authorized agents,
or use of non-genuine parts.

Damages or faults resulting from installations in conjunction with
incompatible, faulty, or unsuitable companion devices, drivers,
accessories, or fixtures, including issues due to incorrect or
fluctuating voltages, inconsistent power draw, or malfunctioning parts.

Products that function normally but do not work in a customer’s
specific setup with their lights, fans, or other appliances, including fixtures
with low wattage or inconsistent electrical usage.

Use of products for anything other than normal domestic household
purposes in Pakistan.

Damages and faults from external sources such as transit, weather,
electrical outages, water leakage, power surges, or uncontrollable
external forces like floods, fire, and lightning strikes.

Costs of installation, integration, and other services provided in
conjunction with the product which will not be reimbursed or covered
under this warranty.

Damage and defects caused by household pests or pets.

Failures caused by circumstances out of Home Genius’s control.

Shipping charges, express service charges, transportation damage,
removal, installation or reinstallation of the product or replacement
product.

Use of products in conjunction with similar products of the same
brand, but not supplied by Home Genius (including parallel imports of
genuine products from other countries).

Software, data, configurations, and other digital content included
with or created through the use of the product are not covered by this
warranty. Home Genius is not liable for any loss, corruption, or
reinstallation of such data or configurations. Customers are responsible
for re-establishing such configurations manually in case of product
replacement or repair.

The customer is responsible for the security of any confidential
or personal information contained within the product. Home Genius does
not take responsibility for any loss or unauthorized access to such
information.

Warranty Claims:

Home Genius may conduct diagnostic tests on the returned product
to ascertain the cause of the failure or defect. These tests must be
completed before a valid warranty claim will be issued and any
replacements or repairs arranged.

Parts or products which are replaced will become the property of
Home Genius.

If any part or product is no longer available, Home Genius will
replace it with a functional replacement part or product.

The Company's decision on all claims, including the existence of a
defect, the cause of failure or defect, the validity of the warranty, and
the remedy to be provided, shall be conclusive.

Repair or replacement of products under warranty will not extend
the original warranty period.

Home Genius’s responsibility for warranty claims is limited to
repairing or replacing the product or the faulty parts only, and does not
include dismantling, removals, installations, or re-installations.

The warranty is invalidated if the warranty seals are removed or
where the serial number has been removed, defaced, or altered.

If the warranty claim is invalid, Home Genius will return the
products to the customer.

Liability:

Home Genius’s liability under this warranty is limited to
repairing and/or replacing defective products or parts only. The warranty
coverage does not extend to any loss or injury to a person or loss or
damage to property or any incidental, contingent, special, or any direct
or indirect loss and consequential damages, including but not limited to
losses incurred due to any delay in rendering service and loss of use
during the period that your product is being repaired and/or while
awaiting replacements or replacement parts.

This warranty policy ensures
that our customers are protected against significant manufacturing defects and
outlines the conditions under which Home Genius will provide repair or
replacement services. Please retain your proof of purchase and contact our
customer service team for any warranty claims or inquiries.