Below are policies and process for managing:
SMART places a priority on high quality which results in an extremely low overall rate of equipment returns. However, despite this excellent track record and appropriate processes in place, we do understand that, from time to time, equipment is shipped out to customers in error, or is received dead-on-arrival (DOA). In all such rare cases, we ask customers to first contact the reseller technical team.
SMART's Technical Support Team:
Phone: Toll free 1.866.518.6791 or 1.403.228.5940
Returns Including Re-Stocking Charges
If the client wants to return equipment directly to SMART, we will charge a 15% restocking fee. Shipping charges will be the responsibility of the client.
Our resellers might have different policies. We advise that clients check the reseller return policy in the case they prefer to return any product to them directly.
A. Product substitution in the case the product delivered is different than the product requested
If a product delivered is different than the product requested we ask that clients contact the reseller which the order was placed. Our resellers will do their best to resolve any issue in a timely manner.
B. Product substitution when a product is discontinued and replaced by equivalent or better
In the event that a SMART product is discontinued and replaced by an equivalent or better,
SMART will notify resellers and contract holders of the change and provide updated price lists.
Return Merchandise Authorization (RMA)
We are dedicated to ensuring that all SMART products are working properly. In the event that you receive a damaged or defective product, we can assist you with a replacement.
SMART has implemented a thorough Return Merchandise Authorization (RMA) process to ensure that customers have the best possible experience with SMART products.
SMART stands behind its products. Should you have an issue, there is a standard process in place to ensure that customers have fully functional equipment:
- Contact SMART's support at 1-866-518-6791. You will be connected to a SMART representative who can help troubleshoot technical issues
- Should the product be found to be defective, our agents will arrange for the product to be replaced.
Please refer SMART limited warranty by product category for SMART's current RMA policy.
Working with the Product Returns team (RMA) FAQ
The Product Returns team is a dedicated group who ensure SMART products are working properly by assisting with the replacement of damaged or defective units.
This section includes the answers to the questions most frequently asked of the Product Returns team.
What do I do if an installed product doesn't work as expected?
If an installed product doesn't work as expected, contact the Reseller and Distributor Technical Support team. They will diagnose the issue, resolve the problem if possible and determine if a product return is required.
How do I report freight damage or missing products?
If a product arrives damaged or the shipment doesn't include an item from your order, contact the Product Returns team with the details. To assist the Product Returns team in processing your request quickly, ensure that you quote all related serial numbers and order numbers.
To contact the Product Returns team via phone
North America: 1-866-616-5998
How do I determine a product's warranty?
The method to determine a product's warranty depends on the serial number.
To determine the warranty for a product with a serial number
- Go to the SMART Website (www.smarttech.com).
- Select Support > Browse support to access the SMART's Support site.
Select ‘Check your warranty' from the Useful Links list.
The Warranty Form appears.
- Enter the product's serial number. If you want to enter more than one serial number, separate the serial numbers with a comma or enter them on different lines.
To determine the warranty for a product without a serial number
For general information on a product's warranty, please refer to: