Returns, Refunds and Warranty

SmartDeen Replacement Policy

SmartDeen understands the importance of customer satisfaction and strives to provide the best service possible. Here are the replacement policies for your SmartDeen products:

Allowed Replacement Circumstances:

• The customer can replace the SmartDeen products received within 7 days from the date of delivery and get a replacement unit delivered to the customer.

• Replacement can be made if the customer establishes that the SmartDeen product delivered is defective or has physical damage within 7 days of receipt of the product.

• Replacement with a fresh box unit can be provided to the customer if the customer establishes that the SmartDeen product delivered is not functioning properly within 7 days from the date of delivery.

• In case of receipt of damaged or defective items, please report the same to our website support team. The request will be entertained once a SmartDeen team member has checked and determined the same at their own end. This is typically reported back to the customer within 24 hours of receipt of the products by SmartDeen.

• If you feel that the SmartDeen device received is not as shown on the site or as per the specifications, you must bring it to the notice of our website support team within 24 hours of receiving the product. The website support team, after looking into your complaint, will take an appropriate decision.

Replacement Process:

• In case of replacement, the whole SmartDeen product package with the product and its accessories intact will be picked up by the courier boy arranged by us.

Return and Non-Replacement Circumstances:

• A SmartDeen product will not be replaced under the following circumstances:

• Customer is not happy with the look/sound quality of a defect-free product

• Physical damage not notified within 24 hours of receiving the product

• An electrical surge or any damage caused by the user.

• Customer is unable to connect to wifi or configure

Note: Please be informed that no return or refund shall be provided. However, the customer can replace the SmartDeen product unit received within 7 days from the date of delivery and get a replacement.

To initiate a return, contact SmartDeen at support@smartdeen.co or WhatsApp +65 8202 0903 (If you still need to return the product, you need to ship it to the address provided by our support team, either in Singapore, China, India)
 

Cancellation Policy

We believe in helping our customers as far as possible, and has therefore a liberal cancellation policy. However, under this policy:

• Cancellations request will not be entertained if the orders have already been communicated to the customers and they have initiated the process of shipping them.
• There is no cancellation of orders placed under the Same Day Delivery category.
• No cancellations are entertained for those products that have been obtained on special occasions. (These are limited occasion offers and therefore cancellations are not possible.)

Security

• Transactions on the website are protected by SSL (Secure Sockets Layer) and Secure Data Encryption using a 1024-bit process. Any information you enter when transacting with the webstore is sent in a Secure Socket Layer (SSL) session and is encrypted to protect you against unintentional disclosure to third parties. This is an assurance that it follows the best security practices adopted by major online vendors where all payments are processed in real-time for your security and immediate peace of mind.
• Credit card and Debit card information is not stored by us and is not taken by us. This information is taken directly by the payment gateway provided who is authorised and is compliant with the regulations and requirements of various banks and institutions and payment franchisees that it is associated with.
• To report security vulnerabilities affecting any of our products send an email to support@smartdeen.co

Out of Stock situations

• Our endeavor is to ensure that all products listed on the site are available in stock for dispatch to the buyer. However, in case the same is not available for any reason, we will contact you within 2 business days and give you the option to exchange, delay or cancel the order based on your convenience.

Delivery of products

• Purchases are shipped from our own or third-party warehouses/ stores or offices from various points, globally. Our endeavor is to make the products reach you within 7-10 Business days from receipt of order and payment depending on the address for delivery.
• Order deliveries will be made by our own staff or third-party courier and logistics companies or Postal Services usually between 10.30 am – 7 pm Monday –Saturday.
• Goods will need to be signed for upon delivery. We take no responsibility for goods signed by an alternative person other than the person ordering the product at the address indicated at the time of the order.
• Since the transactions are authorised by the card holder, we do not take responsibility for incorrect addresses provided at the time of placing the order
• We are not responsible for damage of products after delivery.
• All claims, if any, for shortages or damages must be reported to customer service on the day of delivery through the contact us page on the web store. Also, the said shortage of goods needs be highlighted and signed on the Proof of delivery copy and returned to the delivery person.
• In case your order has not been delivered but is reflecting “Delivered” on the tracker, please highlight it within 24 hours or else we will not be able to process your request.

Delivery Charges

• Shipping and handling rates may vary based on product, packaging, size, volume, type and other considerations. The shipping and handling charges are given at the time of check out and consumers will know about this before making payments.

SmartDeen hopes to provide you with the best customer service possible and hopes you have a great experience with our products.

SmartDeen at support@smartdeen.co or WhatsApp only +65-82020903