# Customer service issue **URL:** \ **Category:** Questions & Help\ **Created:** [July 20, 2026, 10:58pm UTC](https://community.homey.app/t/customer-service-issue/157407 "2026-07-20T22:58:22Z")\ **Posts on this page:** 17\ **Page:** 1
**Author:** ![Morgan\_Jackson](https://sea1.discourse-cdn.com/flex025/user_avatar/community.homey.app/morgan_jackson/32/169984_2.png) [@Morgan\_Jackson](https://community.homey.app/u/Morgan_Jackson)\ **Post date:** [July 20, 2026, 10:58pm UTC](https://community.homey.app/t/customer-service-issue/157407/1 "2026-07-20T22:58:22Z")
Does anyone know how to contact customer service? I’ve emailed them multiple times to return my device starting a couple days after receiving it and nobody has responded to my emails and they have a 30 day return policy. ---
**Author:** ![smarthomesven](https://sea1.discourse-cdn.com/flex025/user_avatar/community.homey.app/smarthomesven/32/79712_2.png) [@smarthomesven](https://community.homey.app/u/smarthomesven)\ **Post date:** [July 20, 2026, 10:58pm UTC](https://community.homey.app/t/customer-service-issue/157407/2 "2026-07-20T22:58:48Z")
You can contact them here: > **[Support | Homey](https://homey.app/en-us/support/)** ---
**Author:** ![robertklep](https://sea1.discourse-cdn.com/flex025/user_avatar/community.homey.app/robertklep/32/160628_2.png) [@robertklep](https://community.homey.app/u/robertklep)\ **Post date:** [July 21, 2026, 5:07am UTC](https://community.homey.app/t/customer-service-issue/157407/3 "2026-07-21T05:07:02Z")
That’s not the right website, it requires logging in before you can even ask a question. At least in the EU it’s not legal to force people to create an account before they can cancel a sale. ---
**Author:** ![SunBeech](https://sea1.discourse-cdn.com/flex025/user_avatar/community.homey.app/sunbeech/32/111391_2.png) [@SunBeech](https://community.homey.app/u/SunBeech)\ **Post date:** [July 21, 2026, 6:13am UTC](https://community.homey.app/t/customer-service-issue/157407/4 "2026-07-21T06:13:43Z")
Based on the [Return a product](https://support.homey.app/hc/en-us/articles/360024756873-Return-a-product) support article, users/buyers actually need to use that support page for requesting a return: ![IMG_6196](https://us1.discourse-cdn.com/flex025/uploads/athom/original/3X/f/5/f58abcefd3f1fa4eaf05c04dd7123ab87179c86b.jpeg) ---
**Author:** ![robertklep](https://sea1.discourse-cdn.com/flex025/user_avatar/community.homey.app/robertklep/32/160628_2.png) [@robertklep](https://community.homey.app/u/robertklep)\ **Post date:** [July 21, 2026, 6:39am UTC](https://community.homey.app/t/customer-service-issue/157407/5 "2026-07-21T06:39:52Z")
Like I said, that’s unlawful in the EU. You can’t throw up barriers like that: [ACM roept online retailers op zich voor te bereiden op herroepingsknop | ACM](https://www.acm.nl/nl/publicaties/acm-roept-online-retailers-op-zich-voor-te-bereiden-op-herroepingsknop) ---
**Author:** ![SunBeech](https://sea1.discourse-cdn.com/flex025/user_avatar/community.homey.app/sunbeech/32/111391_2.png) [@SunBeech](https://community.homey.app/u/SunBeech)\ **Post date:** [July 21, 2026, 7:20am UTC](https://community.homey.app/t/customer-service-issue/157407/6 "2026-07-21T07:20:59Z")
Practically speaking: in the absence of such a direct button and no other way to contact Athom other than via their standard support form, I suppose the quickest way currently to initiate the return is via that form 🤷‍♂️. By the way, there seems to be some nuance as to the login aspect: the article you linked does allow a web shop to ‘optionally offer loggin in to the user’s account’ to access the return button. Though ‘creating an account is not required’. The only way I can interpret that, is that if you already have created an account (e.g. during the initial purchase or as part of the setup of the device) the web shop may ask the user to log in to initiate the return. ---
**Author:** ![robertklep](https://sea1.discourse-cdn.com/flex025/user_avatar/community.homey.app/robertklep/32/160628_2.png) [@robertklep](https://community.homey.app/u/robertklep)\ **Post date:** [July 21, 2026, 7:22am UTC](https://community.homey.app/t/customer-service-issue/157407/7 "2026-07-21T07:22:47Z")
> [@SunBeech](#): > > the web shop may ask the user to log in to initiate the return. Yes, they _may_. They may not _require_ it, as Athom does. ---
**Author:** ![SunBeech](https://sea1.discourse-cdn.com/flex025/user_avatar/community.homey.app/sunbeech/32/111391_2.png) [@SunBeech](https://community.homey.app/u/SunBeech)\ **Post date:** [July 21, 2026, 7:27am UTC](https://community.homey.app/t/customer-service-issue/157407/8 "2026-07-21T07:27:41Z")
@ChefsSlaad: Just copying you in on this thread regarding the issue of the topic starter and the discussion on a return option w/o required account login. ---
**Author:** ![smarthomesven](https://sea1.discourse-cdn.com/flex025/user_avatar/community.homey.app/smarthomesven/32/79712_2.png) [@smarthomesven](https://community.homey.app/u/smarthomesven)\ **Post date:** [July 21, 2026, 8:31am UTC](https://community.homey.app/t/customer-service-issue/157407/9 "2026-07-21T08:31:31Z")
An account is obviously required to use the Homey, so I don’t understand why that would be an issue? ---
**Author:** ![SunBeech](https://sea1.discourse-cdn.com/flex025/user_avatar/community.homey.app/sunbeech/32/111391_2.png) [@SunBeech](https://community.homey.app/u/SunBeech)\ **Post date:** [July 21, 2026, 8:49am UTC](https://community.homey.app/t/customer-service-issue/157407/10 "2026-07-21T08:49:56Z")
I don’t think that is the point he is addressing, but the fact that the current return initiation seems to be a NOCLAR. ---
**Author:** ![robertklep](https://sea1.discourse-cdn.com/flex025/user_avatar/community.homey.app/robertklep/32/160628_2.png) [@robertklep](https://community.homey.app/u/robertklep)\ **Post date:** [July 21, 2026, 8:50am UTC](https://community.homey.app/t/customer-service-issue/157407/11 "2026-07-21T08:50:02Z")
We don’t know if they used their Homey or not. ---
**Author:** ![robertklep](https://sea1.discourse-cdn.com/flex025/user_avatar/community.homey.app/robertklep/32/160628_2.png) [@robertklep](https://community.homey.app/u/robertklep)\ **Post date:** [July 21, 2026, 8:51am UTC](https://community.homey.app/t/customer-service-issue/157407/12 "2026-07-21T08:51:07Z")
Athom is aware of it: ![image](https://us1.discourse-cdn.com/flex025/uploads/athom/original/3X/4/e/4efadedffd2b9be7287c64de39adac95516951a8.png) I assume it also means “we’re fixing this”. ---
**Author:** ![ChefsSlaad](https://sea1.discourse-cdn.com/flex025/user_avatar/community.homey.app/chefsslaad/32/146960_2.png) [@ChefsSlaad](https://community.homey.app/u/ChefsSlaad)\ **Post date:** [July 21, 2026, 11:56am UTC](https://community.homey.app/t/customer-service-issue/157407/13 "2026-07-21T11:56:50Z")
Hey guys, thanks for raising this issue. We were aware of this and have already implemented a way to return your purchases without needing to sign in. However, the knowledge base article still needed to be updated. We’ve just done that as well thanks to our website team. @robertklep thanks for raising this issue and @SunBeech thanks for bringing this thread tomy attention. ---
**Author:** ![Morgan\_Jackson](https://sea1.discourse-cdn.com/flex025/user_avatar/community.homey.app/morgan_jackson/32/169984_2.png) [@Morgan\_Jackson](https://community.homey.app/u/Morgan_Jackson)\ **Post date:** [July 24, 2026, 3:42am UTC](https://community.homey.app/t/customer-service-issue/157407/14 "2026-07-24T03:42:36Z")
Where do I go to return it? I’ve emailed multiple times since receiving it. Now that I’m out of the return window, I get an email that tells me to go to the support portal and log in which I see I’m not supposed to have to do. I can’t do anything with the order now that I’m out of the return window. I need a shipping label emailed to me and a refund processed to my payment method for the full amount charged ---
**Author:** ![ChefsSlaad](https://sea1.discourse-cdn.com/flex025/user_avatar/community.homey.app/chefsslaad/32/146960_2.png) [@ChefsSlaad](https://community.homey.app/u/ChefsSlaad)\ **Post date:** [July 24, 2026, 7:29am UTC](https://community.homey.app/t/customer-service-issue/157407/17 "2026-07-24T07:29:14Z")
Hi Morgan, I have asked the support team to send you return instructions for your order via email. btw for the rest of the community: the ticket was raised with [athomtech.com](http://athomtech.com), which is a different company. We see this happen ocassionally where customers contact us with questions for another company such as Iotorero (who still use the domain name [athomtech.com](http://athomtech.com)) or various companies called Homely or Homly. The reverse sometimes happens as well, where users send a support request meant for us to one of these other companies. ---
**Author:** ![Morgan\_Jackson](https://sea1.discourse-cdn.com/flex025/user_avatar/community.homey.app/morgan_jackson/32/169984_2.png) [@Morgan\_Jackson](https://community.homey.app/u/Morgan_Jackson)\ **Post date:** [July 24, 2026, 1:21pm UTC](https://community.homey.app/t/customer-service-issue/157407/18 "2026-07-24T13:21:30Z")
I do understand this but I also emailed the real athom and got a response, just 20ish days later. Either way, I got my label and will return today. ---
**Author:** ![Dijker](https://avatars.discourse-cdn.com/v4/letter/d/b9bd4f/32.png) [@Dijker](https://community.homey.app/u/Dijker)\ **Post date:** [July 27, 2026, 10:04pm UTC](https://community.homey.app/t/customer-service-issue/157407/19 "2026-07-27T22:04:57Z")
Closed on July 27, 2026, 10:04pm UTC