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Clear return windows, warranty review steps, and refund timing for Smartanix orders after delivery.
Last updated: May 2026
This policy explains how returns, warranty reviews, and refunds are handled after a customer receives products purchased from Smartanix. It is separate from order changes or cancellations before shipment, which are described in our Terms & Conditions.
To keep the process clear for professional integrators and international orders, all return requests must be approved by Smartanix before any product is shipped back to us.
This section applies when a product appears functionally defective, is dead on arrival, or requires manufacturer warranty review.
| Requirement | Policy |
|---|---|
| Notification period | You must formally notify Smartanix of the issue within 3 days of receiving the product. |
| Required evidence | Provide the order number, product code, photos or videos, and a clear description of the technical issue before returning the item. |
| Shipping damage | Visible transport damage should be photographed immediately and reported within the same 3-day period. Carrier damage is handled separately from manufacturer warranty and may depend on shipping insurance. |
| Return method | Products must be returned to our office or another address confirmed by Smartanix for inspection and warranty assessment. |
| Shipping costs | Return shipping, customs, duties, and related transport costs must be prepaid by the customer unless Smartanix agrees otherwise in writing. |
| Resolution | If the issue is confirmed under the applicable manufacturer guarantee, Smartanix will coordinate a repair, replacement, or refund according to the manufacturer's warranty process. |
| Model exchange | Product model changes or substitutions are not available unless agreed by Smartanix before the return is shipped. |
This section applies to non-defective products where the customer decides the item is no longer required.
| Requirement | Policy |
|---|---|
| Eligibility | Returns may be accepted if the product is unused, complete, in original packaging, and in resellable condition. |
| Return window | The return request must be submitted within 7 days of receiving the product. |
| Shipping costs | The customer is responsible for all return shipping, customs, duties, and handling costs. Returns must be sent with prepaid shipping. |
| Restocking fee | A 25% restocking and processing fee is deducted from the product price. |
| Refund amount | After approval and inspection, the refund is normally 75% of the product price. Original shipping, customs, payment processing, and document fees are not refundable where already incurred. |
| Refund timing | Approved refunds are processed after inspection and may take up to 30 days from the date the return is received by our office. |
Before sending any product back, contact us at contact@smartanix.com with your order number, product details, reason for return, and supporting photos or videos where relevant.
Products sent back without approval, without adequate packaging, or with unpaid shipping or customs charges may be refused or returned to the sender.
