If you need to return your FamilyWall Home Hub, contact FamilyWall Support before sending your device back. Our team will review your request, confirm whether your order is eligible for a return, and provide the return instructions you’ll need.
Request a return
When contacting FamilyWall Support, please provide:
- Your order number
- The email address associated with your order
- The reason you’d like to return your Home Hub
- Photos of the device or packaging, if you’re returning it because it arrived damaged or there is an issue with the device
Once your request has been reviewed, we’ll provide instructions for completing your return.
Pack your Home Hub
If your return is approved, carefully pack your Home Hub for shipping. Unless otherwise instructed by FamilyWall Support, include the device and all accessories and components that originally came with it, such as:
- Wall mount bracket
- Mounting paper/template
- Power adapter
- Screwdriver
- Level
- Wall anchors
- Long and short screws
Whenever possible, use the original Home Hub box and packaging to help protect the device during shipping.
Send your Home Hub back
Follow the return and shipping instructions provided by FamilyWall Support. Depending on your return, these instructions may include a return shipping label or other information needed to send your package back.
Do not ship your Home Hub back without first contacting FamilyWall Support. Returns sent without the appropriate return instructions may not be processed correctly.
What happens after I return it?
Once your return is received, it will be processed according to the applicable Home Hub return policy. If your return qualifies for a refund or replacement, we’ll provide additional information about the next steps.