Return & Warranty Policy
We make sure it works in your home. Here is what we do, and how exchanges and warranty work.
The Smartio Promise
What we do for every order, before and after you buy.
- Before you buy. Not sure which product fits your home? Send us a photo on WhatsApp and we will tell you.
- After delivery. Free setup help on WhatsApp until it works.
- For 6 months. A factory fault is replaced free, and we pay the delivery both ways.
- Not sure if it is a fault? Our driver collects it for a free check. If nothing is wrong, we bring it back free and help you set it up.
- Every brand. The same 6-month warranty on every brand we sell.
The short version
If you only read one section, read this one. Everything below is just the detail.
- Factory fault within 6 months? We replace it free and pay the delivery.
- Changed your mind? Exchange unopened items in their original packaging within 14 days of delivery.
- No cash refunds. Change-of-mind returns are exchanged for another product of the same or higher value - not money back.
- You pay the delivery for change-of-mind exchanges. If the item arrived faulty or wrong, we pay it.
- Keep your order ID. It helps us find your order quickly.
Returns - when you change your mind
Bought the wrong product? Here is when you can exchange it and how to start.
What's eligible
- Returned within 14 days of delivery.
- Unopened, unused, and in the original sealed packaging.
- Complete with all accessories, cables, and manuals.
- Backed by proof of purchase - your order ID.
What's not eligible
- Items that have been opened or used.
- Products damaged after they were delivered to you.
- Anything missing its original packaging or accessories.
- Special orders placed specifically at your request.
We confirm
We check that your return qualifies and explain the exchange options.
We swap it
Our driver delivers your exchange and collects the original item in the same visit. For change-of-mind returns you pay the delivery fee, an equal return fee, and any price difference. If the item arrived faulty or wrong, we cover the fees.
Warranty - when something stops working
If a product fails because of a factory fault, we replace it free. Here is what is covered and what is not.
What's covered
- 6 months of coverage from the delivery date.
- Genuine factory and manufacturing defects.
- The original owner who purchased from Smartio.
- Replacements carry the longer of 3 months from the replacement date or the time left on the original warranty.
What's not covered
- Physical damage - drops, water, or excessive heat.
- Lost or stolen devices.
- Damage from lightning or power surges.
- Claims with no proof of purchase.
- Products used outside Lebanon.
We diagnose
Our team reviews the video and confirms whether it's a covered defect. If the video is not enough, our driver collects it for a free check.
We replace it
If it is a covered factory defect, we replace it free and pay the delivery.
Cancelling an order
Want to cancel? It depends on whether your order has left our warehouse.
Free to cancel
If your order hasn't shipped yet, just message us and we'll cancel it at no cost.
Delivery fee applies
After the courier has collected your order, the delivery fee is charged via Whish, because the trip has already started.
Still have questions?
Our team replies on WhatsApp the same day during business hours. Tell us what you need.