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Cancellation, Return, & Exchange Policy

Overview

Have a problem with your Wink Hub, Wink Relay, Wink Starter Kit, or a partner product? Please see below for the policy and instructions for your specific situation.

Can I cancel an order?

If you placed an order on wink.com, you may be able to cancel the order. You must call customer support at 1-844-WINKAPP (cancellations via email are not possible). Orders that have processed for shipment will not be able to be cancelled, and must follow the return process outlined below after you receive your order.

What can I return or exchange?

Purchases from Wink.com

If your purchase was from Wink.com, please read below:

Issues with a Wink Hub or Wink Relay

  1. I purchased these products individually (not in a kit, bundle, or promotion)*
    • It’s within 30 days of my purchase
      • You can return for a refund as per Wink Return policy
      • You may be able to exchange as per Wink Warranty
    • It’s been more than 30 days since my purchase
      • You may be able to exchange as per Wink Warranty
  2. I purchased a Wink Hub as part of a Wink Starter Kit*
    • It’s within 30 days of my purchase
      • You can return the entire Wink Starter Kit for a refund as per Wink Return Policy
      • You may be able to exchange the Wink Hub as per Wink Warranty
    • It’s been more than 30 days year since my purchase
      • You may be able to exchange the Wink Hub as per Wink Warranty
  3. I purchased a Wink Relay as part of the Wink Relay Bundle 2-Pack
    • It’s within 30 days of my purchase
      • You can return the entire Wink Relay Bundle 2-Pack for a refund as per Wink Return Policy
      • You may be able to exchange either 1 or both of the Wink Relays for another unit(s) as per Wink Warranty
    • It’s been more than 30 days since my purchase
      • You may be able to exchange either 1 or both of the Wink Relays for another unit(s) as per Wink Warranty
  4. I received a free Wink Hub or discounted Wink Relay as part of a promotion during my purchase*
    • You may be able to exchange the Wink Hub or Wink Relay for another unit as per Wink Warranty

Issues with a Partner Product

These products include all non-Wink branded products, such as Leviton, Cree, GE, etc.

  1. I purchased these products individually (not in a kit, bundle, or promotion)*
    • It’s within 30 days of my purchase
      • You can return the product for a refund as per Wink Return Policy
    • It’s been 30 days or more since my purchase
      • Please contact the manufacturer for support
  2. I purchased these products as part of Wink Starter Kit*
    • It’s within 30 days of my purchase
      • You can return the entire Wink Starter Kit for a refund as per Wink Return Policy
    • It’s been 30 days or more since my purchase
      • Please contact the manufacturer for support
      • If you are having issues with a Sylvania bulb from a Wink Bright kit, you may be able to exchange for another unit

*Applicable kits, bundles, and promotions include the Wink Lighting Kit, Wink Security & Monitoring Kit, Wink Comfort & Convenience Kit, Quick-Start Kit, Lighting Control Kit, Wink Relay Bundle, Wink Bright, and the $300 promotion that unlocks a free Wink Hub and discounted Wink Relay

Purchases from Authorized Retailers

If your purchase was from an authorized retailer, please see below. For a list of authorized retailers, please visit wink.com/authorized-retailers.


Issues with a Wink Hub or Wink Relay

  1. We recommend following up with the retailer first. Otherwise, you may be able to exchange for another unit as per Wink Warranty with us.

Issues with a Wink Partner Product

  1. Please contact the retailer or the manufacturer for support
Gifts
If you received a Wink Hub or Wink Relay as a gift, please contact customer support.

How do I start a return or exchange claim?

If you’ve determined from the situations above that you are eligible for a return or exchange, see the instructions below to get started.

Prepare a Return Claim

You’ll need to include the following items for your claim to be processed. If any of the following is missing, your claim may not be processed. Please note that refunds can only be issued to the original purchaser.

  1. Your original purchase receipt, which should include:
    • The product to be returned
    • Price paid
    • Date of purchase
    • Name of customer (your name)
    • Name of retailer (wink.com)
  2. The following items in “like-new”* condition
    • The product to be returned or exchanged
    • All accessories and documentation
    • All original packaging

*”Like-new” condition means an item in perfect condition. Original protective wrapping may be missing, but the original packaging is intact and pristine. There are absolutely no signs of wear on the item, accessories, or its packaging.

Prepare an Exchange Claim

If you believe your Wink Hub or Wink Relay is eligible for exchange under the Wink Warranty, you’ll need a timestamped picture of your product with your MAC Address. You can find the MAC address using the instructions below:

  1. Wink Hub
    • You can find the MAC Address on the back of the Wink Hub
    • You can find the serial number on the back of the Wink Hub
  2. Wink Relay
    • You can find the MAC Address on the back of the Relay
    • You can find the serial number on the back of the Relay
How to Submit a Claim

If you have all the items indicated above for a valid return or exchange, follow these instructions to submit your claim.

  1. Contact customer support at 1-844-WINKAPP or questions@wink.com
  2. A support agent may, at their discretion, first try and complete basic troubleshooting to rectify any issue. Failure to comply could result in a delay or denial of your claim.
  3. For a return, you will be asked to provide:
    • Your purchase receipt
    • The name of the product(s) you would like to return
    • The reason for the return
  4. For an exchange, you will be asked to provide
    • A timestamped picture of your product with your MAC Address and Serial Number
How to Return a Product for a Refund or Exchange
  1. After we have confirmed that your product is eligible for your claim, we will provide you with a prepaid electronic return label and a return authorization (RA)
  2. Print out the label and affix it to a shipping box
  3. Write the RA number on the outside of the box
  4. Include the product and all required items listed above in the preparation step
  5. Ship the package at the indicated carrier drop-off location (i.e. UPS, FedEx, etc). You may be able to ship expedited using a carrier of your choice at your own expense.
Refund or Exchanged Product Timing

For returns, we will endeavor to issue a refund to the original method of payment within the timeline set in the Wink Return Policy. Refunds will only be issued to original purchaser.

For exchanges, we will endeavor to ship a replacement product within the timeline set in the Wink Warranty.


Summary of Policies

Please note that the following are summaries of our legal policies. We recommend referring to our official policy of our policies at www.wink.com/legal.

Summary of Wink Return Policy

Orders placed on wink.com may be eligible for cancellation if they have not been processed already. Cancellations must be initiated by the original purchaser via phone at 1-844-WINKAPP. We will endeavor to issue a refund to the original form of payment approximately 1-3 business days after cancellation is confirmed by customer support. If an order can not be cancelled because it has already been processed, then it may only be eligible for a return or warranty. Please follow the instructions for a return or warranty as stated.

We can only accept returns for refunds on orders placed on Wink.com. To be eligible for a refund, you must initiate your return within 30 days of the original purchase date. The products, packaging, and accessories must be in “like-new” condition as described above. When you contact Wink Customer Support to start a return, the agents may decide to complete basic troubleshooting to try and resolve any issues. Failure to comply with basic troubleshooting may delay or deny your claim. If your return is not the result of a Wink error, then you will be responsible for return shipping charges, which will be deducted from your total return amount.

Once issued a return label and RA for a return for a refund, you have 7 business days to postmark the return shipment. If sent back after that time, the Return will be voided as we will not be able to refund your method of payment and you will have to contact CS for another return label. Once your return is processed and our warehouse confirms receipt of your product (approximately 8 business days), you’ll be refunded to the original payment method (approximately 2 business days). Your refund total may not include the original shipping you paid. The total will not include any discounts applied, and you may not be re-issued these discounts. You may be able to ship back your products via expedited methods at your own expense. Refunds will only be issued to the original purchaser.

Summary of Wink Warranty

The Wink Warranty only applies to Wink-branded products. It lasts for 1 year, and begins on the date that the original purchase was made from an authorized retailer. You can find a list of authorized retailers here. When contacting Wink Customer Support for an exchange under the Wink Warranty, our agents may perform basic troubleshooting to resolve any problems before proceeding with the exchange. Failure to comply with basic troubleshooting may delay or deny your claim. Your product may be replaced with a new unit or refurbished unit at Wink’s discretion.

When sending back a product, you may, at your own expense, utilize an expedited shipping service. After our warehouse confirms receipt of your product (approximately 8 business days), you’ll be shipped a replacement product (approximately 2 business days). You should expect to receive the product about a week after it ships.