Seeland USA Inc., doing business as Smart Building Solutions
Last Updated: October 29, 2026
We want you to be satisfied with your purchase. This Refund & Return Policy explains how returns, exchanges, refunds, cancellations, and damaged or defective items are handled for products purchased from Seeland USA Inc., doing business as Smart Building Solutions (“Smart Building Solutions,” “we,” “us,” or “our”), online or in our showroom. This policy is part of our Terms of Service.
Questions? Contact us at shop@smartbuildingsolutions.us or +1 (702) 344-6214.
1. Summary
- Non-defective items: request a return within 30 calendar days of delivery. A 25% restocking fee applies, and you pay the return shipping.
- Damaged, short, or incorrect shipments: notify us within 3 business days of delivery.
- Defective items: notify us as soon as the defect is discovered. No restocking fee applies.
- Every return requires a Goods Return Number (GRN) issued by us before you send anything back.
- Special-order, custom, engraved, labelled, installed, or programmed items, and all Lithoss products, are not returnable unless defective.
- The $500 design deposit is refundable if you ask within 14 days of payment and no design work has been delivered to you.
2. How to Request a Return (GRN)
To request a return, email shop@smartbuildingsolutions.us with:
- Customer name and company (if applicable)
- Account number (if applicable)
- Order number or invoice number
- Date of purchase
- Product number (SKU) and quantity to be returned
- Reason for the return (and photos, if the item is damaged or defective)
If the return is approved, we will issue a Goods Return Number (GRN) and return instructions. Write the GRN clearly on the outside of the package and include a copy of the GRN inside. We cannot accept or process returns received without a GRN, and such packages may be refused or returned at your expense. Approved returns must be shipped to us within 14 days after the GRN is issued, or the GRN will expire.
Unless your GRN instructions say otherwise, send returns to:
Seeland USA Inc., d/b/a Smart Building Solutions
Attn: Returns – GRN #________
6738 W Sunset Road, Suite 160
Las Vegas, NV 89118
3. Returns of Non-Defective Items
You may request a return of a non-defective item within 30 calendar days after the delivery date, subject to the following:
- The item must be new, unused, uninstalled, and not wired, programmed, or configured.
- The item must be complete, in its original, undamaged manufacturer packaging, with all accessories, manuals, and parts included, and in resaleable condition.
- A restocking fee of 25% of the item’s purchase price will be deducted from your refund. We may reduce or waive this fee at our discretion.
- You are responsible for return shipping costs. Original shipping charges are not refundable.
We recommend using a trackable, insured shipping method that requires a signature. We are not responsible for returns lost or damaged in transit back to us.
Not accepted by your inspector. If your local building department or electrical inspector (the authority having jurisdiction) does not accept a product, for example because it has no UL or ETL listing mark, the product is not defective. A new, unused, and uninstalled product can be returned under this section, including the restocking fee. Installed products and the items listed in Section 4 cannot be returned for this reason. Please confirm acceptance with your inspector before you buy.
4. Non-Returnable Items
Unless the item is defective or we shipped it in error, the following cannot be returned:
- Special-order, custom, made-to-order, engraved, labelled, printed, or personalized products (for example, custom-engraved keypads, labelled covers, and made-to-measure shades)
- All Lithoss products, which are made for your order
- Factory-direct or drop-shipped products, and non-stock or non-catalog items
- Products that have been installed, wired, mounted, programmed, or configured, or that show signs of use
- Opened software, licenses, activation codes, and digital products
- Hazardous-material items
- Clearance, discontinued, or “final sale” items
- Volume or project purchases, unless agreed in writing
- Items shipped outside the United States
- Design, programming, training, and other services that have already been performed
Special-order and factory-direct items can sometimes be returned only if the manufacturer agrees. If the manufacturer does agree, any manufacturer return or cancellation fee will be passed on to you in addition to our restocking fee.
5. Damaged, Short, or Incorrect Shipments
Please inspect your order as soon as it arrives.
- Visible damage at delivery. If the packaging is visibly damaged, note the damage on the carrier’s delivery receipt before signing, or refuse the shipment. This is especially important for freight (truck) deliveries.
- Report within 3 business days. Notify us in writing at shop@smartbuildingsolutions.us within three (3) business days after delivery of any damage, missing items, or incorrect items. Include your order number, photos of the item, the packaging, and the shipping label, and a description of the problem.
- Keep all packaging until the claim is resolved, because the carrier may need to inspect it.
If damage or a shortage is our or the carrier’s responsibility, we will, at our option, replace or repair the item, ship the missing item, or issue a refund, with no restocking fee and at no shipping cost to you. Claims reported late may be denied to the extent permitted by law. If the damage was not reasonably discoverable on inspection, notify us within a reasonable time after you discover it.
Non-delivery: if your order has not arrived, notify us in writing within ten (10) days after the estimated delivery date we gave you. See our Shipping Policy for lost and stolen packages.
6. Defective Products
Dead on arrival (DOA). If a product does not work when first installed and you notify us within 14 days of delivery, we will, at our option, repair or replace it, or issue a refund or credit, after the product is returned under a GRN and verified as defective. No restocking fee applies, and we will cover reasonable return shipping for verified defects.
After 14 days – manufacturer warranty. After the first 14 days, defective products are covered by the manufacturer’s warranty, if any, as described in our Terms of Service. Notify us as soon as possible after discovering the defect, and within the manufacturer’s warranty period. We will help you process the warranty claim with the manufacturer. The manufacturer decides whether to repair, replace, or credit the product.
Requirements. The complete product must be returned unless we agree in writing that only a specific part may be returned. We may ask you to complete basic troubleshooting with us or the manufacturer first. Defects caused by improper installation, wiring errors, power surges, misuse, alteration, or normal wear are not covered.
No fault found. If a returned product is tested and found not defective, it will be treated as a non-defective return (restocking fee and return shipping apply), or it will be sent back to you at your expense.
We do not reimburse labor, installation, removal, or reinstallation costs, or any other indirect costs.
7. Inspection and Refunds
Returned items are inspected within about five (5) business days after we receive them. Once a return is approved:
- Refunds are issued to the original payment method within ten (10) business days. Showroom purchases paid in cash or by check are refunded by check.
- Your bank or card issuer may take additional time to post the refund.
- Business Buyers with a credit account may receive a credit to their account instead.
- Original shipping charges are refunded only if the return is due to our error or a defective or damaged product.
If a returned item fails inspection (for example, it is used, installed, incomplete, damaged by you, or missing packaging), we may deny the return or reduce the refund to reflect the item’s condition. We will notify you. You may have the item shipped back at your expense. Items not claimed within thirty (30) days after our notice may be disposed of.
8. Exchanges
If you would like a different item, we will process a return of the original item (under this policy) and you can place a new order for the replacement. For defective items, we may ship a replacement once the original is returned, or earlier at our discretion.
9. Order Cancellations
- In-stock items: you may cancel for a full refund at any time before the order ships. Once it has shipped, the return terms above apply.
- Special-order, custom, engraved, labelled, Lithoss, and factory-direct items: these cannot be cancelled once you have approved the setup and we have placed the order with the manufacturer. Any cancellation the manufacturer allows is subject to its cancellation fees and our restocking fee. Engraving is produced exactly as you approved it, so please check the text and symbols before you approve.
- $500 design deposit (paid through our Smart Home Budget Builder): refundable if you ask for a refund in writing within 14 days of payment and no design work has been delivered to you. After that, the deposit is non-refundable. If you go ahead with your project, the deposit is credited toward your SBS design and materials.
- Other services: deposits for design, programming, or training services are non-refundable once work has begun. Any unused prepaid amount for work not yet performed will be refunded.
- Quote requests sent from our online designers are not orders and can be withdrawn at any time before you pay.
If we cannot fulfil your order or must cancel it, for example because of a pricing error or unavailability, we will refund the full amount you paid for the cancelled items.
Appointments and KNX Intro & Coffee
Bookings made on our booking page (showroom visits, consultations, design meetings, technical support calls, product question calls, and seats at KNX Intro & Coffee) are free unless the booking page shows a price. You can reschedule or cancel a booking at any time with the link in your confirmation email. If we offer a paid booking, its price and cancellation terms are shown on the booking page before you book.
10. Chargebacks
If you have a problem with an order, please contact us first so we can resolve it quickly. If you file a payment dispute or chargeback for a transaction that is covered by this policy, we will provide the payment processor with our records of the order, delivery, and this policy. We may suspend future orders on the account until the dispute is resolved.
11. Your Legal Rights
This policy does not limit any rights you may have under applicable consumer protection laws that cannot be waived.
12. Changes to This Policy
We may update this policy by posting a revised version with a new “Last Updated” date. The version in effect when you placed your order applies to that order.
13. Contact Us
Seeland USA Inc., d/b/a Smart Building Solutions
Email (orders, returns, and legal notices): shop@smartbuildingsolutions.us
General inquiries: info@smartbuildingsolutions.us
Phone: +1 (702) 344-6214
Address: 6738 W Sunset Road, Suite 160, Las Vegas, NV 89118