Returns & Exchanges

Returns

CANDY HOUSE, Inc. offers a 30-day return policy. If you are not satisfied with your order, please contact sesame@candyhouse.co for a refund subject to the following conditions:

  • You must contact us for a Return Authorization number before mailing your returns
  • Returns must be made within 30 days of receipt
  • Items must be unused and in its original condition
  • Items must be in original packaging
  • You must have an original receipt or packing slip to complete your return
  • You are responsible for any costs associated with returning the item to us including any currency conversion and/or local or international taxes
  • CANDY HOUSE, Inc. will email you when your return items have been received
  • Refunds will be processed within 14 days of receipt of your items to the original payment method only
  • CANDY HOUSE, Inc. reserves the right to withhold a 15% restocking fee for items that do not arrive in stockable condition, i.e. signs of wear, damaged, and/or missing parts
  • CANDY HOUSE, Inc. reserves the right to withhold any refunds if your original items have not reached our warehouse
  • CANDY HOUSE, Inc. does not accept unauthorized returns and will not process refunds for unauthorized returns
  • Clearance items are not eligible for refunds
  • Shipping and handling fees are non-refundable
  • Note that items purchased at a third party or re-seller must be returned at those locations and are subject to the third party’s return policy

Exchanges

If your Sesame arrived damaged in shipment or you received the wrong item, please contact sesame@candyhouse.co within 7 days with your order information and we will arrange an exchange.

One Year Warranty

CANDY HOUSE, Inc. stands by the quality of its products and offers a 1-year warranty policy for the Sesame smart lock. If your Sesame malfunctions within one year of receipt, please contact sesame@candyhouse.co with the following information:

  • Your order number
  • Your Sesame account email
  • Your device, OS version, and Sesame app version
  • For hardware issues: a video of your Sesame malfunctioning (please use a link for attachments over 15MB)
  • For software issues: screenshots of your app

We will help you troubleshoot your Sesame and offer a replacement if we determine your Sesame to be defective. 

LIMITED WARRANTY

This limited warranty applies solely to the Sesame and accessories including but not limited to the Wi-Fi Access Point (the “Product”). CANDY HOUSE, Inc. (“CANDY HOUSE”) warrants the Product against defects in materials and workmanship under normal home use.

This limited warranty applies for a period of one (1) year from the date of purchase found on your receipt. CANDY HOUSE requires your original receipt to determine the warranty period. During the warranty period, CANDY HOUSE will either repair or replace, at its option, any defective Product or part at no charge to you provided that the Product or part is returned in accordance with CANDY HOUSE’s limited-warranty claims process. Unless otherwise required by applicable law, replacement Products will be warranted only for the unexpired portion of the original warranty plus the time the Product is in CANDY HOUSE’s possession for repair or replacement.

This limited warranty does not apply to cosmetic damage or any defect resulting from accident, negligence, misuse, improper handling, lack of care, failure to follow Product instructions, improper or inadequate maintenance or repair by anyone other than CANDY HOUSE or a CANDY HOUSE designated party, normal wear and tear, use for commercial purposes, Product alteration, the use of any battery other than the Panasonic CR123A 3V primary battery, fire, lightning, flood or other external causes. This limited warranty does not apply if modified or additional software or firmware is installed on the Product, or if any software or mobile app which is not provided by CANDY HOUSE is used with the Product.

Use the Product indoors and where the ambient temperature is between 0º and 35º C (32º to 95º F). Store the Product where the temperature is between -20º and 45º C (-4º to 113º F). Do not leave the Product in your car, because temperatures in parked cars can exceed this range. This limited warranty does not apply to damage to the Product caused by improper use or storage conditions outside these temperature ranges.

The above limited warranty is in lieu of all other express warranties and representations. All implied warranties are limited to the applicable warranty period set forth above. Consequential and incidental damages resulting from the use of the Product or arising out of any breach of contract, or breach of warranty, are not recoverable under this limited warranty. Some States do not allow exclusion or limitation of consequential damages or limitations on how long an implied warranty lasts, so the above limitations may not apply to you. This limited warranty gives you specific legal rights, and you may also have other rights that vary from State to State. This limited warranty is only valid in the United States.

Register the Product at the Sesame by CANDY HOUSE App which can be downloaded on the iOS App Store or Google Play Store.