Refund and Return Policy

If the two versions differ, the English version prevails.

Refund and Return Policy

Last updated: September 8, 2026

Helping Hand (“we”, “us”, “our”) operates the online store at https://www.cnnehome.com/ (the “Store”). This policy explains how returns, refunds, exchanges and warranty claims work for the smart home products we sell.

1. 30-Day Return Window

You may return most items within 30 calendar days of the delivery date shown on your order confirmation or carrier tracking record. To be eligible:

  • The item must be in the condition you received it, unused and not damaged by mishandling.
  • All original packaging, manuals, cables, mounting hardware and accessories must be included.
  • The original order number or proof of purchase must be provided.

Returns requested after 30 days cannot be accepted as a return, but may still be covered by the manufacturer warranty in Section 6.

2. Items That Cannot Be Returned

For safety, hygiene and licensing reasons, the following are final sale and cannot be returned unless faulty on arrival:

  • Products that have been hardwired into a building’s electrical system, or installed in a way that makes resale impossible.
  • Consumables and disposable accessories (batteries, adhesive mounts, filter media, replacement pads).
  • Items marked “Final Sale”, “Clearance” or “Open Box” on the product page.
  • Made-to-order or personalised configurations.
  • Digital products, software licences, activation codes and subscription services once the code or download link has been delivered.

3. Smart Home Devices: Account and Data Responsibilities

Many of our products connect to mobile apps, cloud services or voice assistants. Before returning a device:

  • Sign out of and unlink the device from every app, account and third-party service (for example Alexa, Google Home, Apple Home, SmartThings, Tuya or the manufacturer’s own app).
  • Perform a factory reset as described in the product manual.
  • Remove any SIM card, memory card or personal storage media.

We cannot process a refund for a device that is still bound to your account, because it cannot be resold or safely tested until it is unbound. Deleting your recordings, scenes, automations and cloud data is your responsibility; we do not retain or recover data from returned devices.

4. How to Start a Return

  1. Email houke100@gmail.com with your order number, the item(s) you wish to return and the reason.
  2. We reply within 2 business days with a Return Merchandise Authorization (RMA) number and the correct return address.
  3. Pack the item securely with all accessories, write the RMA number on the outside of the box, and ship it using a trackable service.
  4. We inspect the item and confirm the outcome by email.

Please do not ship anything back without an RMA number. Unauthorised returns may be refused at the door or held unprocessed, and we cannot issue a refund for them.

5. Who Pays Return Shipping

Reason for return Return shipping cost Refund of original shipping
Item faulty, damaged or not as described Paid by us (we provide a prepaid label where available) Fully refunded
Wrong item sent by us Paid by us Fully refunded
Changed your mind / ordered by mistake Paid by you Not refunded
Item incompatible with your home setup Paid by you Not refunded

If you are returning only part of an order that qualified for free shipping, we may deduct the standard shipping charge for the items you keep from your refund.

6. Warranty

Unless a product page states a different period, hardware carries a 12-month limited manufacturer warranty from the date of delivery, covering defects in materials and workmanship under normal use.

The warranty does not cover:

  • Damage from incorrect voltage, wiring, installation or use contrary to the manual.
  • Water, fire, lightning, power surge or other environmental damage, unless the product is rated for that condition.
  • Consumables, cosmetic wear, or damage from unauthorised repair, modification or firmware tampering.
  • Products whose serial number or rating label has been removed or altered.

Warranty claims are handled by repair or replacement at our discretion, or by directing you to the manufacturer’s own warranty service where that is faster. Warranty remedies do not affect your 30-day return rights above.

7. Refund Timing

Once your return passes inspection we notify you by email and issue the refund to your original payment method within 3 business days. Depending on your bank or card issuer, the funds typically appear in 5–10 business days.

If you paid with a method that cannot be refunded (for example a cancelled card or a gift balance), contact us and we will arrange an alternative.

8. Exchanges

We do not process direct swaps. To get a different item or variant, return the original under this policy and place a new order. For a faulty item within 14 days of delivery we can arrange a like-for-like replacement at our cost instead — email us first.

9. Damaged, Defective or Wrong Items

Inspect your order on delivery. If an item arrives damaged, defective or incorrect, email houke100@gmail.com within 7 days with your order number and clear photographs of the item and its packaging. We will arrange a replacement or a full refund, including return shipping, at our cost.

Carrier damage claims must be filed within the carrier’s own window, so please report transit damage as early as possible and keep all packaging until the claim is settled.

10. Order Cancellation

Orders can be cancelled free of charge at any time before they are shipped. Once an order shows as shipped or a tracking number has been issued, cancellation is no longer possible — refuse the delivery or return it under this policy instead.

11. International Returns

If you are returning an item from outside the United States:

  • Return shipping is paid by you unless the return is due to our error or a manufacturing defect.
  • Mark the parcel “Returned Goods — No Commercial Value” and declare a value consistent with our instructions, to avoid duplicate import duty. We do not reimburse import duty you paid on the original delivery for change-of-mind returns.
  • We are not liable for returns lost in transit. Use a tracked, insured service.

12. Your Statutory Rights

Nothing in this policy limits rights you cannot waive under applicable law. If you are a consumer in the European Economic Area or the United Kingdom, you additionally have a 14-day cooling-off right to cancel most distance sales for any reason, starting the day after delivery; return shipping for a cooling-off cancellation is paid by you. If you are a California resident, your rights under the California Consumer Privacy Act are described in our Privacy Policy. If you are a Massachusetts resident, you are additionally protected by the Massachusetts Consumer Protection Act (M.G.L. c. 93A) and by the personal information standards at 201 CMR 17.00; see our Privacy Policy and Terms of Service.

13. Contact

Helping Hand
3569 Kennedy Court, Charlestown, Massachusetts 02129, United States
Email: houke100@gmail.com
Phone: +1 774-421-6931
Hours: Monday to Friday, 9:00–18:00 Eastern Time