Although we are sure that your experience with your product from Smart Retract will be more than satisfactory, we know that some installations can be challenging or there may be other issues. Before you decide to return your product, we will gladly help problem-solve any questions or difficulties you may have. Very often, we find that there are straightforward answers for a wide variety of common issues. Please email your concerns or questions to info@SmartRetract.co.uk. If you are having difficulty with installation, please include photos of the area where you plan to install so that our staff can assist you.
Policy for Returns
If you do need to resort to a return, undamaged items that are clean and free of odours can be returned within 30 days of purchase. Upon inspection, returned items that meet these qualifications will not be charged a restocking fee. To request return instructions and your Return Merchandise Authorisation (RMA) number, simply email our customer service team at info@SmartRetract.co.uk. Please also include your name and address or your Order ID, and your reason for return in your email correspondence.
We are committed to sound environmental practises, so to be “green” we will send all receipts and notifications by email instead of sending paper receipts. You can find your Order ID on your electronic receipt and at the bottom of the shipping label.
When returning your product(s), please use the original or similar packaging. Include a note with your RMA number and print the RMA number on the outside of the package.
Upon receipt and inspection of your returned item, your account will be credited the amount of the purchase price via the original payment method. Typically this is within one week of receipt of your return, and you will receive a confirmation notice of your refund by email. Please note that shipping charges are not refundable.
Excluding normal wear and tear or damage that occurs during use, every one of our products are covered by a one-year warranty from the date of purchase. This warranty covers just the original owner and includes any defects in materials and workmanship. To process a warranty claim, please contact our customer service team by email at info@SmartRetract.co.uk. Include your shipping address or order number and photos of the defects in your email.
Certainly! The most efficient way to process an exchange is to place a new order for the product you want, and then refer to FAQ #1 to return the original retractable safety gate. Have you already installed your Retract-A-Gate and want to keep the brackets in the same location? No problem – keep the original safety gate until the new one arrives. Then package the unopened bracket kit from the new Retract-A-Gate in the return box. Just a reminder – your items need to be returned within 30 days of purchase.
To start the exchange process, email your request to info@SmartRetract.co.uk to receive your RMA number and instructions.
