Hassle-free Support
Return & Refund Policy
We design our returns process to protect both sensitive biometric hardware and your deployment timelines. Please review the window and documentation requirements below.
Last updated: November 21, 2025
1. Eligibility Window
- Report transit damage or missing items within 48 hours of delivery.
- Request DOA (dead-on-arrival) replacements within 7 calendar days.
- Warranty service beyond 7 days is handled directly by the respective OEM or SmartSuite service desk.
- Software licenses, activation keys, and consumables are non-returnable once delivered.
2. Return Process
Step 1 — Raise Ticket
Email [email protected] with invoice, serial number, issue photos/video.
Step 2 — Evaluation
Our technicians verify DOA claims remotely or schedule an on-site check for enterprise deployments.
Step 3 — Resolution
Approved cases receive a replacement dispatch or refund initiation within 5–7 business days.
3. Condition Requirements
- Include original packaging, cables, certificates, and accessories.
- Devices should be unregistered from biometric management software before shipping back.
- Unauthorized modifications or physical damage void eligibility.
4. Refund Timelines
Refunds (where applicable) are processed to the original payment method within 7–10 business days after inspection. Bank transfer payouts may take an additional 2–3 days depending on your bank’s processing cycle.
5. Contact & Escalations
For complex rollouts, your SmartSuite project manager remains the single point of contact. You can also escalate unresolved cases to [email protected].