Refund policy

Effective Date: August 23, 2026

1. Overview

At NexGen Smart Home, a DBA of Matrix Systems Consulting LLC ("NexGen Smart Home," "we," "our," or "us"), we want customers to understand our return and refund process before making a purchase.

This Return & Refund Policy applies to eligible purchases made through nexgensmarthome.com.

Return Policy Summary

Region: United States
Return window: 30 days from delivery
Damaged, defective, or incorrect items: Must be reported within 48 hours of delivery
Non-defective returns: Accepted within 30 days of delivery when the item meets the eligibility requirements below
Return shipping for non-defective returns: Customer responsibility
Return shipping for damaged, defective, or incorrect items: NexGen Smart Home responsibility when the return is approved
Restocking fee for non-defective returns: 25% of the product price
Restocking fee for damaged, defective, or incorrect items: None when the return is approved as such
Refund method: Original payment method
Refund processing: Within 7 business days after the returned item has been received, inspected, and approved

2. Contact Us to Start a Return

Before returning any product, please contact our customer service team for return authorization and instructions.

NexGen Smart Home
A DBA of Matrix Systems Consulting LLC

Email: support@nexgensmarthome.com
Phone: 1-646-389-4072
Customer Service Hours: Monday through Friday, 9:00 AM to 5:00 PM Eastern Time

Mailing Address:
3225 McLeod Dr, Suite 100
Las Vegas, NV 89121
United States

Please do not send a return to our mailing address unless our customer service team specifically instructs you to do so. The appropriate return location may vary depending on the product.

3. Eligibility for Returns

We accept eligible returns within 30 days of delivery.

For a non-defective product to qualify for return:

The return must be requested within 30 days of delivery.
The product must be unused and in new, resalable condition.
The product must include its original packaging.
All accessories, manuals, components, promotional items, and other materials originally included with the product must be returned.
The product must not have been installed, materially altered, damaged, or used.

Products that have been used or installed generally cannot be returned as non-defective returns.

Products that are damaged, defective, or incorrect may be eligible for return or replacement as described below.

All returns require prior authorization from NexGen Smart Home.

4. Damaged, Defective, or Incorrect Items

Please inspect your order promptly after delivery.

If your product arrives damaged, defective, or is not the product you ordered, contact us within 48 hours of delivery at support@nexgensmarthome.com.

Please provide:

Your order number.
A description of the problem.
Photographs or other documentation clearly showing the damage, defect, incorrect product, or shipping issue when reasonably possible.

We will review the information and provide further instructions.

If we approve the return as a damaged, defective, or incorrect-item claim:

NexGen Smart Home will be responsible for the authorized return shipping cost.
We will provide a prepaid return shipping label or otherwise arrange for the return.
No restocking fee will be charged.
Depending on the circumstances and product availability, we may offer a replacement or refund.

Damage that occurs after delivery because of misuse, improper installation, accident, neglect, unauthorized modification, or other customer-caused circumstances is not considered damage on arrival.

5. Non-Defective Returns

If you change your mind about an eligible product, you may request a return within 30 days of delivery, subject to the eligibility requirements in this policy.

For approved non-defective returns:

The customer is responsible for return shipping costs.
A 25% restocking fee based on the product purchase price will be deducted from the refund.
Original shipping charges, if any, are not refundable except where required by law.
The product must be returned in the condition required by Section 3.

If we provide a prepaid return label for your convenience, the cost of that return shipping label may be deducted from your refund in addition to the applicable restocking fee.

We strongly recommend using the return instructions and shipping method provided by our customer service team.

6. Return Authorization and Shipping

Do not return merchandise without first receiving return authorization and instructions from NexGen Smart Home.

After a return is approved, the product should be shipped within 7 days of receiving the return authorization, unless we provide different instructions.

Customers are responsible for following the return packaging and shipping instructions provided by our customer service team.

We are not responsible for returns sent to an unauthorized address or returned without following the provided instructions.

7. Refunds

Once we receive your returned product, we will inspect it to verify that it meets the requirements of this policy.

If the return is approved:

We will issue the applicable refund to the original payment method.
Approved refunds will be processed by us within 7 business days after inspection and approval.
Any applicable restocking fee or customer-responsible return shipping charge will be deducted from the refund.

After we issue a refund, your bank, credit card issuer, or payment provider may require additional time to post the funds to your account. Processing times imposed by financial institutions are outside of our control.

If a returned product does not meet the requirements of this policy, we will contact you regarding the status of the return.

8. Replacements and Exchanges

For an approved damaged, defective, or incorrect-item claim, we may offer a replacement instead of a refund when an appropriate replacement is available.

Approved replacements for damaged, defective, or incorrect products are not subject to a restocking fee.

For non-defective products, the simplest way to obtain a different product is generally to complete an approved return and place a new order for the desired product.

Replacement availability is not guaranteed.

9. Non-Returnable Products

We cannot accept returns for:

Non-defective products returned more than 30 days after delivery.
Damaged, defective, or incorrect-item claims that are not reported within the applicable reporting period, except where otherwise required by law.
Products that have been used, installed, materially altered, or damaged after delivery when the return is not based on a qualifying defect.
Products damaged through misuse, neglect, accident, improper installation, or unauthorized modification.
Products missing significant original components, accessories, or packaging.
Gift cards.
Downloadable or digital products.
Products specifically identified as final sale or non-returnable on the product page before purchase, where permitted by law.

Nothing in this section limits rights or remedies that cannot legally be waived.

10. Order Cancellations

Orders may be canceled for a full refund if the cancellation request is received and successfully processed before the order ships.

Once an order has shipped, it cannot be canceled. After delivery, the applicable return process described in this policy must be followed.

We cannot guarantee that a cancellation request will be completed before an order enters the shipping process.

11. Manufacturer Warranties

Some products sold by NexGen Smart Home may be covered by a manufacturer's warranty.

Manufacturer warranties are separate from this Return & Refund Policy and may have different eligibility requirements, procedures, coverage periods, or remedies.

Where applicable, warranty claims after the NexGen Smart Home return period may need to be submitted directly to the manufacturer.

Any manufacturer warranty described on a product page is subject to the applicable manufacturer's terms and eligibility requirements.

12. Consumer Rights

This Return & Refund Policy does not limit any rights or remedies available to you under applicable federal, state, or local consumer protection laws that cannot legally be waived or restricted.

13. Changes to This Policy

We may update this Return & Refund Policy from time to time to reflect changes in our business practices or applicable requirements.

Any changes will be posted on this page with an updated Effective Date.

The policy in effect at the time of your purchase will apply to your order unless otherwise required by law.

14. Contact Information

Questions regarding returns, refunds, damaged products, or this policy may be directed to: