SmartHomeShop Docs

Warranty and Support

Need Help?

Start with the Troubleshooting page and the FAQ. If that does not solve it, use one of these:

  • Support portal: for orders, returns, warranty and anything with personal details, photos or log files
  • Discord: for general questions, ideas and community help
  • Contact: to reach us directly

Warranty

CeilSense Pro comes with two years of warranty. Keep your proof of purchase and report a fault through the support portal first, so we can look into it and find a suitable solution.

Changing Your Mind

You have fourteen days to change your mind after delivery. Not satisfied? Return the product in its original condition and we refund the purchase amount.

What Is Covered

  • Manufacturing defects in the hardware
  • Hardware component failures under normal use
  • Units that do not work on arrival
  • Issues with official SmartHomeShop firmware

What Is Not Covered

  • Physical damage from drops or impacts
  • Water or moisture damage
  • Damage from improper installation or an incorrect power supply
  • Modified hardware, such as soldering or swapping components
  • Custom or third-party firmware
  • Software or configuration changes that deviate from this documentation
  • Cosmetic damage such as scratches
  • Normal wear and tear
  • Yellowing or discoloration of the housing over time
  • The experimental optical smoke sensing, see below

Good to Know

  • Sensors: Accuracy depends on placement, airflow, calibration and the environment. A reading that differs from a reference is not automatically a defect. See Calibration.
  • Radar: Presence, position and zones need a radar configuration, and the firmware has to match it. Missing entities are not a defect if the radar is not in the device.
  • Optical smoke sensing: This function is experimental. It may fail to detect smoke, may trigger falsely and may stop working at any time. We make no promise that it notices fire or smoke. See Optical Smoke Sensing.
  • Indoor use: CeilSense Pro is for indoor use only. It is not suitable for wet rooms or outdoor use.

What to Include in a Request

A complete request gets you an answer faster. Include:

  • your order number;
  • the model (CeilSense Pro) and the radar configuration in the device;
  • how it is mounted: recessed or surface;
  • your network connection and power: WiFi or Ethernet, and mains, PoE or USB-C;
  • a description of the issue and what you already tried;
  • photos, screenshots or log files if useful.

For a warranty claim, also keep your proof of purchase at hand.