Keep your order details ready
Have your order number and the email or phone number used at checkout available.
Helps us locate your order
ORION CARE & RETURNS
A CLEARER PATH TO THE RIGHT RESOLUTION.
Something not quite right? Start with clear information and a supported review. This page explains how Orion Smart Home handles eligible return and refund requests.
Clear eligibility review
Secure request handling
Support across Pakistan
A CONSIDERED PROCESS
Support ready
From request to resolution
ORION CARE
Request review
Clear steps. Human support.
Order detailsKeep them ready
Human reviewedClear next steps
01Request
02Review
03Resolution
BEFORE YOU SUBMIT A REQUEST
PREPARE THE RIGHT DETAILS.
Complete information helps our team understand the order, product condition and concern before explaining the next available step.
Keep everything together
Keep the device, accessories, manuals and original packaging together while your request is reviewed.
Product condition may affect eligibilityShow us the concern clearly
Clear photographs or a short video can help our team understand visible damage, faults or missing items.
Do not share passwords or PINsWait for review instructions
Please do not send a product back before our team confirms eligibility and provides the correct return instructions.
Support explains the next step
Protect your private information
Talk to our team
Orion Smart Home support will never ask for your banking password, card PIN or one-time verification code.
POLICY DETAILS • SMART-HOME READY
KNOW WHAT QUALIFIES. RETURN WITH CONFIDENCE.
Review the key conditions before submitting a request. Choose a topic below for clear guidance tailored to smart-home products and connected devices.
Request approval before sending
Keep packaging and accessories
Provide clear order evidence
Never share passwords or PINs
ELIGIBILITY REVIEW
When a request may qualify
A request may be reviewed when the order or product meets the applicable conditions below.
The delivered item is different from the product confirmed in your order.
The product arrives with visible transit damage or essential items are missing.
A reported fault falls within the applicable review or warranty conditions.
An unopened item may be considered where its product category permits returns.
Approval follows verification
Submitting a request does not automatically guarantee a return or refund. Our team confirms the available resolution after review.
CONNECTED DEVICE CARE
Before installing or returning
Smart switches, sensors, curtain controls and other connected products require careful handling and compatibility checks.
For a change-of-mind request, do not wire, install, drill, cut or permanently mount the product.
Keep all accessories, manuals, protective films, packaging and serial or QR labels together.
Remove personal automations and app access only when our support team asks you to prepare an authorised return.
Compatibility, neutral-wire, hub, load or installation concerns may require troubleshooting before return approval.
Installation changes the review path
An installed product with a suspected fault may be handled through technical support or warranty assessment instead of a standard return.
EXCLUSIONS & LIMITS
Requests that may be declined
A return or refund may not be available when inspection shows damage, alteration or missing identification outside the applicable policy.
Damage caused by incorrect wiring, unsuitable loads, misuse, moisture, power surge or unauthorised repair.
Products that are cut, drilled, painted, modified, permanently mounted or otherwise altered.
Items missing required accessories, serial labels, security seals or packaging where these are necessary for review.
Final-sale, clearance, customised or special-order items where the restriction was stated before purchase.
Each request is assessed individually
Any applicable consumer rights and confirmed manufacturer warranty terms remain subject to their governing conditions.
AUTHORISED RETURNS
Send only after confirmation
Wait for written return instructions so your parcel reaches the correct destination and can be matched to your request.
Use the return address and reference shared by Orion Smart Home support; do not self-ship beforehand.
Pack the product securely and use a trackable courier service where requested.
Responsibility for return delivery costs is confirmed after the reason for return is reviewed.
An approved refund, replacement or store credit is processed after receipt and inspection; bank processing time may vary.
Keep your courier record
Retain the receipt and tracking number until Orion Smart Home confirms that the authorised parcel has been received.
THE RETURN JOURNEY
FOUR CLEAR CHECKPOINTS.
Every request moves through a clear review before a return address, replacement or refund instruction is confirmed.
01
Submit your request
Share your order details, product concern and supporting photos or video.
02
Eligibility review
Our team checks the order, product condition and applicable policy or warranty route.
03
Follow return instructions
If approved, use the provided address, packing guidance and courier instructions.
04
Inspection and resolution
After receipt and inspection, we communicate the approved replacement, store credit or refund outcome.
NEED PRODUCT-SPECIFIC HELP?
Contact support
Speak with Orion support before returning anything.
We can help identify the correct policy, warranty or troubleshooting path for your device.
ORION RESOLUTION DESK • FINAL STEP
READY TO START? LET'S HANDLE IT CLEARLY.
Prepare a structured support request, understand the possible next steps and find quick answers before contacting the Orion Smart Home team.
Secure support route
No passwords, PINs or verification codes required.
Support ready
AFTER REVIEW & INSPECTION
Possible resolution paths
Replacement route
An eligible product may be replaced with the same or an agreed suitable item.
Approved refund
An approved refund is issued using the confirmed method after the required review.
Support or warranty path
A technical or installed-device concern may move to troubleshooting or warranty assessment.
The available resolution depends on eligibility, product condition, inspection results, applicable warranty terms and the original payment or fulfilment circumstances.
GUIDED REQUEST BUILDER
WHATSAPP
Prepare your request
Complete the fields below and we will prepare a clear WhatsApp message for Orion support.
