Refund policy

Return & Refund Policy

Last Updated: August 11, 2026

At IntelliThrone, customer satisfaction is our top priority. We understand that purchasing home fixtures and luxury smart items is a significant investment. If you are not completely satisfied with your purchase, we are here to help.

Please read our return and refund guidelines below carefully before requesting a return.

1. Return Window

You have 30 calendar days from the date your order is delivered to initiate a return request.
Return requests submitted after 30 days from delivery will not be accepted.

2. Eligibility & Item Condition

To be eligible for a return, your item must meet the following conditions:

The item must be unused, uninstalled, and in the same condition as when you received it.
The item must be in its original packaging, including all manuals, hardware, components, and protective inserts.
Items that have been installed, modified, plumbed, connected to electricity, or used in any way are strictly non-returnable due to health, safety, and sanitation standards.

3. Return Process

To start a return, please follow these steps:

Contact Us: Email our support team at support@intellithrone.com or call us at (980) 294-3846 with your order number, name, and reason for return.
Return Authorization: If your return is approved, our support team will issue a Return Merchandise Authorization (RMA) number along with specific shipping instructions and the proper warehouse return address.
Ship the Item: Securely pack the item in its original packaging. Write the RMA number clearly on the outside of the box. Please do not send items back without an approved RMA, as unapproved returns cannot be processed.

4. Return Shipping Costs & Restocking Fees

Customer Responsibility: Customers are responsible for paying all return shipping costs. We strongly recommend using a traceable shipping service and purchasing shipping insurance, as we are not responsible for return shipments lost or damaged in transit.
Restocking Fee: Returns of non-defective items are subject to a restocking fee set by the manufacturer, typically 15–25%. The exact fee for your item is disclosed in writing before you authorize the return — you may cancel the return at no cost if you don't accept it.
Original Shipping Charges: Original shipping costs are non-refundable.

5. Damaged, Defective, or Incorrect Items

Please inspect your order immediately upon delivery.

Freight Deliveries: For heavy items (such as bathtubs, vanities, or smart toilets), inspect the pallet/box for visible exterior damage before signing the delivery receipt. Note any damage directly on the bill of lading (BOL).
Reporting Timeframe:

Visible Freight Damage: Note any visible damage on the bill of lading (BOL) at the time of delivery and contact us the same day. You may also refuse a visibly damaged shipment outright — note the reason on the BOL and contact us; refused damaged shipments cost you nothing.

Concealed Damage: If damage is found after unpacking, contact us within 7 calendar days of delivery at support@intellithrone.com with photos or video of the item, the packaging, and the shipping label. Please retain all original packaging until the claim is resolved.

Defective or Incorrect Items: If your item is the wrong item, or does not function correctly on installation, contact us within 30 days of delivery. Manufacturing defects appearing after that period are covered by the manufacturer's warranty, and we will help you file the claim.
Resolution: For items verified as damaged or defective upon delivery, we will arrange for a replacement, repair parts, or a full refund at no cost to you (return shipping fees and restocking fees are waived).

6. Refund Processing

Once your returned item is received and inspected at the manufacturer's returns facility, we will send you an email notification confirming receipt and approval status.
If approved, your refund will be processed back to your original payment method within 5 to 7 business days.
Please note that processing times may vary depending on your bank or credit card institution.

7. Cancellations

You may cancel your order for a full refund at any time before it ships.
Once an order has shipped or a tracking number has been generated, it cannot be canceled and must follow the standard return process outlined above

Contact Information

If you have any questions regarding our Return & Refund Policy, please reach out to our customer care team:

Business Name: PACEDMKT LLC, dba IntelliThrone

Email: support@intellithrone.com

Phone Number: (980) 294-3846‬

Customer Service Hours: Mon-Fri 9am-5pm EST

Address: 60 Parkton Ct E, Sanford, NC, 27332