Refund Policy

Last Updated: January 28, 2025

At SmartInfra, we stand behind the quality of our smart infrastructure products and services. This Refund Policy outlines the terms and conditions for returns, refunds, and exchanges. Please read this policy carefully before making a purchase.

1. Return Eligibility Period

We offer a 30-day return window for most products. To be eligible for a return, the following conditions must be met:

• Request must be initiated within 30 days of delivery
• Product must be in unused condition
• Original packaging must be intact
• All accessories, manuals, and components must be included
• Product must not show signs of installation or use
• Proof of purchase (invoice or order confirmation) must be provided

2. Non-Returnable Products

The following products and circumstances are NOT eligible for return or refund:

• Custom-ordered or specially configured products
• Opened software licenses or digital products
• Products showing signs of installation or use
• Products without original packaging or missing components
• Damaged products due to customer misuse or negligence
• Products purchased from unauthorized resellers
• Products beyond the 30-day return window
• Installation services and consulting fees
• Products on clearance or final sale (marked as such)

3. Return Process

To initiate a return, follow these steps:

1. Contact Us: Email [email protected] or call +508179829220
2. Provide Information: Include your order number, product details, and reason for return
3. Await Authorization: We will review your request and provide a Return Authorization (RA) number within 2-3 business days
4. Package Product: Securely pack the product with all original components
5. Ship Product: Send to the address provided with your RA number clearly marked on the package
6. Track Return: Keep tracking information for your records

4. Return Shipping Costs

Return Reason	Shipping Responsibility
Change of mind / Customer preference	Customer pays return shipping
Defective or damaged product	SmartInfra pays return shipping
Wrong product shipped	SmartInfra pays return shipping
Product doesn't match description	SmartInfra pays return shipping

5. Restocking Fees

Restocking fees may apply to certain returns:

• Standard returns (change of mind): 15% restocking fee
• Opened but unused products: 20% restocking fee
• Products with damaged packaging: 25% restocking fee
• Defective or incorrect products: No restocking fee
• Products over $5,000: 20% restocking fee

6. Refund Processing

6.1 Inspection Timeline

Once we receive your return:

• Products will be inspected within 3-5 business days
• You will receive an email notification of approval or rejection
• Approved refunds will be processed within 5-7 business days

6.2 Refund Method

Refunds will be issued to the original payment method:

• Credit card refunds: 5-10 business days
• PayPal refunds: 3-5 business days
• Bank transfer refunds: 7-10 business days

Note: Additional processing time may be required by your financial institution.

6.3 Refund Amount

The refund amount includes:

• Product purchase price
• Less applicable restocking fees
• Less return shipping costs (if customer responsibility)

Original shipping charges are non-refundable unless the return is due to our error or a defective product.

7. Exchanges

We offer product exchanges under the following conditions:

• Exchanges must be requested within the 30-day return window
• Exchange product must be of equal or greater value
• Price differences must be paid before shipping
• Exchanges subject to product availability
• Customer pays shipping for exchange products
• Restocking fees may apply

8. Defective or Damaged Products

8.1 Reporting Damage

If you receive a defective or damaged product:

• Report the issue within 7 days of delivery
• Provide photos of the damage
• Keep all original packaging
• Do not attempt installation or use

8.2 Resolution Options

For defective or damaged products, we offer:

• Full refund including shipping costs
• Replacement product at no charge
• Repair or replacement parts (if applicable)
• Store credit for future purchases

9. Warranty Claims vs. Returns

Important distinction:

• Returns: For unused products within 30 days of purchase
• Warranty Claims: For defective products after 30 days, covered by manufacturer warranty (typically 5-7 years)

After the 30-day return period, defective products should be submitted as warranty claims rather than returns.

10. Cancellations

10.1 Pre-Shipment Cancellations

Orders can be cancelled before shipment:

• Contact us immediately via email or phone
• Provide your order number
• Full refund issued within 3-5 business days
• No cancellation fees for pre-shipment cancellations

10.2 Post-Shipment Cancellations

Once an order has shipped:

• Order cannot be cancelled in transit
• Must follow standard return procedure upon delivery
• Return shipping costs apply
• Restocking fees may apply

11. Refused Deliveries

If you refuse delivery of your order:

• Return shipping costs will be deducted from refund
• 20% restocking fee will apply
• Original shipping charges are non-refundable
• Refund processed after product return to our facility

12. International Returns

Additional considerations for international customers:

• Customer responsible for return shipping costs
• Customer responsible for customs fees and duties
• Products must clear customs for refund processing
• Extended processing times may apply
• Currency conversion fees are non-refundable

13. Bulk and Enterprise Orders

Special terms apply to bulk orders (10+ units):

• Custom return agreements may be negotiated
• Higher restocking fees may apply (up to 30%)
• Partial returns may not be accepted
• Contact our sales team for specific terms

14. Installation Services

For installation services purchased separately:

• Must be cancelled 48 hours before scheduled appointment
• 50% fee for cancellations within 48 hours
• 100% fee for same-day cancellations or no-shows
• Refunds for unsatisfactory service evaluated case-by-case

15. Subscription Services

For cloud analytics and software subscriptions:

• Annual subscriptions: Pro-rated refunds within 30 days
• Monthly subscriptions: Cancel anytime before next billing cycle
• No refunds for partial month usage
• Data export available upon request before cancellation

16. Gift Purchases

For products purchased as gifts:

• Gift recipient may return products following standard policy
• Refund issued as store credit to gift purchaser
• Exchange for different product available
• Gift receipts available upon request at checkout

17. Store Credit

Instead of refunds, store credit may be offered:

• Full product value without restocking fees
• Valid for 12 months from issue date
• Transferable to other customers
• Can be combined with promotional offers
• No expiration extensions

18. Dispute Resolution

If you're dissatisfied with a return decision:

1. Contact our customer service manager
2. Provide detailed explanation and supporting documentation
3. Allow 5-7 business days for review
4. Decision of customer service manager is final

19. Fraudulent Returns

We reserve the right to refuse returns if we suspect fraud, including:

• Returns of different or substituted products
• Excessive return patterns
• Products showing clear signs of use claimed as unused
• Missing components not disclosed

Fraudulent returns may result in account suspension and legal action.

20. Policy Modifications

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on our website. Your purchase and subsequent return requests will be governed by the policy in effect at the time of purchase.

21. Contact Us

22. Acknowledgment

By making a purchase from SmartInfra, you acknowledge that you have read, understood, and agree to this Refund Policy. This policy should be read in conjunction with our Terms & Conditions and Privacy Policy.