7 DAY DEAD ON ARRIVAL (DOA) GUARANTEE
If your product arrives damaged or is not working on arrival, please follow the warranty process and contact our Support Team at firstname.lastname@example.org. We will send authorization for return within 7 days of the order being received. After returning the product to the address provided by our support team, we can send you a new product free of charge (we will reimburse you the return shipping cost), or you can choose to receive a full refund. Enjoy total peace of mind: every single purchase is 100% risk-free each time you shop at Smart Buy.
Special Notes for DOA:
1. Customers must send a clear photo or video of the damaged or defective product and the shipping packaging before we can consider issuing authorization. Please use good lighting, and a close to medium distance, so we can identify and verify the issue(s). Attachment size must be under 10MB when sending email to email@example.com.
2. After Smart Buy has received the returned product and confirmed the product is faulty, we will issue new product free of charge and the return shipping cost will also be refunded based on a valid return receipt. For example if the return shipping fee is 30 AED, Smart Buy will refund the same amount of 30 AED to the customer. If our technical team determines the product is not DOA or faulty, we will not compensate the return shipping fee and the product will be returned back to customer with a delivery shipping fee.
3. Refund requests for a return shipping fee without a valid return receipt slip will not be accepted.
4. Product returns must be via one of Smart Buy’s approved shipping methods; our Support Team will provide you full details upon authorization of return.
1. Natural product degradation through wear and tear, along with breakage/damage during use, is solely the customer’s responsibility and is not covered by our warranties.
2. If the customer has damaged/misused the product(s), the product’s warranty is immediately rendered void. No compensation is available in such cases. However, customers are welcome to contact us to purchase a replacement or spare parts (if applicable). We will charge the original value of the components and a shipping fee to dispatch them.
The customer voids the warranty if they:
– Flash the firmware of a device or root a device
– Open the body in an attempt to fix the device
– Modify, remove, customize, or swap parts of the product
– Use the device in a way that it is not originally intended for
– Continue to use the product once a fault occurs and causes more damage
– Do not follow the safety instructions mentioned in user manual
1. All returns must first be authorized by Smart Buy’s Support Team. Kindly refer to the following steps in ” How to a request warranty return / repair / refund” below. For incomplete warranty requests, Smart Buy reserves the right to refuse any compensation. If the customer has returned the package without prior authorization, sends to the wrong address, returns an incorrect product, or submits an empty package, then Smart Buy reserves the right to refuse any compensation.
2. All returns will be inspected by our technical team upon arrival. If the returned product cannot be repaired, Smart Buy will offer an alternative solution.
3. The shipping fee for returning the product will be paid by the customer and is non-refundable except for 7 day DOA situations mentioned above.
4. During the return shipping, the customer is responsible for any and all customs charges, duties or tariffs during the products return to our warehouse. In these cases we will deduct the customs fees from your authorized refund amount.
5. Smart Buy will by default resend the product to the customer via Flat Rate Shipping. If the customer wants to utilize a faster shipping method, the relevant shipping fee is applicable.
6. In case of any misuse, any and all repairs, accessories and shipping fees, both ways, are fully the customer’s responsibility and are at their own expense.
HOW TO REQUEST WARRANTY RETURN / REPAIR / REFUND
If your product has an issue, please send an email to our Support Team at firstname.lastname@example.org
Please carefully follow our warranty process to minimize any delays:
1. Describe the problem with your product in detail: What happened? When? How? Please also state your full order number and product details.
2. Tell us what steps you have already taken to resolve the issue.
3. Provide the product code indicated on the outer packaging.
4. Send a clear photo or video showing the defect(s); these should be taken under good lighting.
NOTE: Photos/videos should ideally be clear and focused, taken under good lighting conditions, and from a close to medium distance. This allows us to identify and verify the issue(s). We will always do our very best to help you. Thank you in advance for providing all the information stated above.
MISSING PRODUCT(S), WRONG PRODUCT(S) OR INCORRECT PACKAGE SENT
Please be sure to open the parcel and carefully check the contents before signing for the package.
For any issues, please carefully follow our warranty process to minimize any delays:
1. Contact our Support Team at email@example.com with your order number and the product details.
2. Please send us a clear picture of the outer packaging, all shipping labels visible, and (if applicable) the product received.
– If there is a product missing, we will resend the missing product/accessory for free within the warranty period.
– If we have shipped the wrong product: we will either refund you in full or dispatch an alternative product (if applicable and available). Smart Buy will decide whether you need to return the wrong product or not and compensate the return shipping fee when we receive it.
OTHER SPECIAL PRODUCT WARRANTY
1. All Smart Buy products are strictly quality controlled prior to dispatch. Due to their nature and intended usage, products or accessories which does not carry any warranty by manufacturers only covers 7 Day DOA instances where the product does not work out of the box. It is the customer’s responsibility to inspect the product carefully upon arrival.
2. Returns for spare parts and accessories are not accepted. If you have received a faulty accessory or an accessory is missing, please contact our Support Team at firstname.lastname@example.org within 3 days of receiving your order. After this time frame if an accessory has been misused or went missing, customers will need to purchase a replacement.
4. Any products that are won or redeemed as part of an activity or competition (e.g. via a lucky draw) on Smart Buy or any of our promotional channels are exempt from our Warranty and Returns policy.
RETURNS AND COMPENSATION PROCESS
If you have any after sales issues, please contact our Support Team at email@example.com and they will offer you a solution according to your case. They will confirm whether you need to return the product and to which address you may return it to.
This following section describes the processing time required upon receiving your returned product.
For exchanges, the processing time for the exchanged product will be between 4-6 business days, upon receiving your item back, and depending on stock availability.
For refunds, the processing time for us to proceed with the refund will be between 4-6 business days upon receiving your returned product. After this the refund time will depend on the payment method. Please see below for details:
– Wallet refunds will take up to 24 hours to process and appear in your Smart Buy account.
– PayPal refunds may take up to 48 hours to process and appear in your account.
– Credit card refunds will take between 7-14 business days to appear in your account. This delay depends entirely on your credit card company and any intermediaries.
For repairs, it will take between 7-14 business days depending on the product and also depends on the manufacturers stock availability of spare parts.
Smart Buy’s dedicated Customer Service agents will keep you updated on the repairs process via email firstname.lastname@example.org.
LIFETIME TECHNICAL SUPPORT
Reliable, helpful and flexible, Smart Buy offers basic technical support over the lifetime of your products. Buy with confidence and enjoy the support you deserve.