SimpliSafe: refund request

Collect

• order number
• delivery date
• proof of purchase
• return tracking number
• date the warehouse received the return

Steps

1. Check where you bought the equipment. Items from retail partners or other online sellers must be returned to that seller.

2. Within 60 days of delivery, contact SimpliSafe support with your order number and ask for a prepaid return label.

   ChatSimpliSafe Live Chat ("Start Chatting" on the support contact page)

3. Ship the return with tracking. The refund goes to the original payment method, usually 5-7 business days after the warehouse receives it.

4. Cancel monitoring separately if you have it. The return policy does not say that returning equipment cancels the monitoring subscription.

   PhoneCustomer Support line named in the Terms of Service for notice of termination +1-800-548-9508

5. If the refund does not arrive, call support with the tracking number, then dispute the charge with your card issuer.

   PhoneSimpliSafe phone support +1-888-910-1458

Facts you can cite

• Deadline

  SimpliSafe's return policy says "Test SimpliSafe® in your home for 60 days." The 60 days run from the delivery date. Returns to SimpliSafe are only for items bought from the SimpliSafe website or with a SimpliSafe representative; "Products purchased from our retail partners or other online sellers must be returned at the same point of sale."

  Source: support.simplisafe.com, verified 2026-10-13

• Policy

  The return policy says "we'll even pay return shipping"; support can create a prepaid shipping label. Have the order number ready when you contact support.

  Source: support.simplisafe.com, verified 2026-10-13

• Process

  The refund goes to the original payment method. The return policy says to allow a standard 5-7 business days after the warehouse receives the return, and that processing may take longer.

  Source: support.simplisafe.com, verified 2026-10-13

• Deadline

  The Terms of Sale say "Unless specified otherwise, the time frame for any satisfaction guarantee is 60 days." It applies item by item, starts on the delivery date for direct orders or the purchase date for retailer purchases, is non-transferable, and may require proof of purchase. "For online purchases where Delivery Date cannot be confirmed, Purchaser agrees that the start date for any relevant warranty or guarantee will be 30 days from the online purchase date."

  Source: simplisafe.com, verified 2026-10-13

• Deadline

  The Terms of Service and the Terms of Sale (both updated November 2025) require AAA consumer arbitration and bar class arbitration. Each lets you opt out "BY EMAILING TOS@SIMPLISAFE.COM WITHIN 60 DAYS" of the terms first becoming binding. Revised Terms of Service changes can be rejected within 30 days of posting by emailing the same address.

  Source: simplisafe.com, verified 2026-10-13

Rules in force

• FTC Cooling-Off Rule for door-to-door sales (Rule Concerning Cooling-Off Period for Sales Made at Homes or at Certain Other Locations)
  16 CFR Part 429

  A buyer may cancel a covered door-to-door sale (made at the buyer's home, workplace or dormitory, or at a seller's temporary location such as a hotel room, convention center, fairground or restaurant) until midnight of the third business day after the sale, for any reason. The seller must tell the buyer about this right orally and in writing, give two cancellation forms, and refund all payments within 10 business days of a valid cancellation. Home security systems, alarm monitoring and pest control sold at the door are common examples. State laws may give more rights.

  Source: consumer.ftc.gov, verified 2026-10-13

  3 citable points

  • Limit

    A "door-to-door sale" is a sale, lease or rental of consumer goods or services with a purchase price of $25 or more if made at the buyer's residence, or $130 or more if made at other locations, where the seller personally solicits the sale (even if the buyer invited the contact) and the buyer agrees to buy at a place other than the seller's place of business.

    Source: law.cornell.edu, verified 2026-10-13

  • Deadline

    Within 10 business days after receiving a valid cancellation notice, the seller must refund all payments, return any trade-in in substantially as good condition, cancel any negotiable instrument and security interest, and tell the buyer whether it will pick up or abandon any goods left with the buyer.

    Source: law.cornell.edu, verified 2026-10-13

  • Process

    Report a seller that does not honor the rule to the FTC at ReportFraud.ftc.gov and to your state attorney general or local consumer protection agency. For a credit card purchase, also dispute the charge with the card company.

    Source: consumer.ftc.gov, verified 2026-10-13

If that fails, escalate

Go up one step at a time. Keep the reference numbers and dates from each contact.

1. Customer service

   PhoneSimpliSafe phone support +1-888-910-1458

2. Retention team

   PhoneCustomer Support line named in the Terms of Service for notice of termination +1-800-548-9508

   The cancellation line named in the Terms of Service.

3. Written complaint

   MailWritten notice of termination by regular mail or overnight delivery (principal place of business) SimpliSafe, Inc., 100 Summer Street, 3rd Floor, Boston, MA 02110

   Send by a method with proof of delivery.

4. Card or bank dispute

   Fair Credit Billing Act billing-error and purchase-dispute rights (Regulation Z)

   Electronic Fund Transfer Act error resolution and unauthorized-transfer liability (Regulation E)

   Card dispute for monitoring charges after a confirmed cancellation, or for a return refund not paid.

5. State agency

   Your state’s attorney general. Find it in the list of state agencies (also as JSON: states/<code>.json, for example states/ny.json).

6. Arbitration

   AAA consumer arbitration under the Terms of Sale and Terms of Service (both November 2025), no class actions. Opt out by emailing TOS@simplisafe.com within 60 days of the terms first becoming binding; reject later Terms of Service changes within 30 days of posting. Terms of Service section 39(d) excludes tort claims for bodily injury or property damage. Neither document mentions small claims court.

Watch out

Related

• Refund request at other companies
• Home security and pest control — how complaints work
• SimpliSafe: cancellation problem
• SimpliSafe: billing error