Return Instructions

STEP 1:

Send a Complaint

Also include pictures of the product that was delivered to help@smarttools.ng as a means of evidence.

 

STEP 2:

Return after Authorization

Once your claim is validated, we will provide information on the most suitable means of getting the item from you via email

 

STEP 3:

Get Resolution

Upon our confirmation of the receipt of the item, Smarttools will assist only by notifying the manufacturer to resolve the matter as its sole responsibility without any further obligation on Smarttools, given that Smarttoos.ng is only a marketer of FLIR and EXTECH products.

 

Items not eligible for Returns

Products that have been altered from their original form or opened by an authorized personnel without permission.

Product with tampered or missing serial Universal Product Code numbers (UPC).

Products damaged due to misuse.

 

Frequently Asked Questions (FAQs)

How do I request to return an item?

Please call us on 080 38099423 or send an email to help@smarttools.ng. You can also chat us on Whatsapp (080 38099423) or Livechat on the webpage.

 

Can I return if my item is outside the warranty period?

No, you will be required to refer the item to the service centre. Kindly contact us on help@smarttools.ng

 

How do I return an item?

After your claim has been validated (after sending a video clip or picture of the item delivered), a return would be authorized for the item to be returned by any means provided by smarttools.

 

Once retrieval is initiated, what happens next?

There will be 2 attempts made to retrieve the item. If unsuccessful, you will be required to return to our head office.

 

Can my item be retrieved?

Yes. A retrieval can be approved only for validated complaints of wrong, damaged, product standard and incomplete items.

 

Can my warranty be voided?

Yes, a warranty is voided once an item within the warranty period is opened or referred to a technician(s) not affiliated to the manufacturer.

 

I initiated a return but have not gotten a response and its over 48 hours, what do I do?

Please contact us through any of our contact channels.

 

Do I have to return the gift when I return a product?

Yes, any free gift must also be returned.

 

How do I track my return status?

We will keep you updated by email and SMS about the status of your return.

Once return of my package is done, how long will it take to be refunded?

Depending on the complaint, a refund would be made to your bank account through direct transfer immediately return is confirmed or refund will be made after claim on defect is validated

 

Can I return my item after the stated returns timeline?

You will not be able to return after 30 days of receipt of delivery, but if it is faulty, it may be covered under warranty and a return can be authorized for the item to be referred to the service centre by an after-sales support team.

 

Why was my item redelivered to me instead of a refund?

Returned items will be redelivered to you if we cannot validate your reason for returning it.

 

How long do I have to request for return?

You can request a return within 7 days for all eligible items if:

• You received a wrong, damaged, defective, product standard/quality or incomplete item.
• When returning an item, ensure all seals, tags and accessories are left intact and the item is in its original packaging. If you have created a password on the device you wish to return, please ensure it is removed, otherwise, your return will be invalid.

 

REASONS FOR RETURN

• Wrong Items/Products delivered differently from what was displayed on the website: The return will be authorized after validation and once the item is returned, item cost and shipping fee will be refunded.
• Incomplete Item/Product delivered is partial from what was displayed on the website. A return will be authorized after validation if the item cannot be completed. Once the item is returned, the item cost and shipping fee will be refunded.
• Defective Items/Product delivered has manufacturers defects was delivered dead on arrival, return will be authorized after validation.
• Damaged (in transit): If Product has visible damage, return will be authorized after validation. Complaint must be laid within 24 hours.
• Product Standard: If Product delivered not working up to specification, cannot perform specified functions, return will be authorized after validation.