In what condition do we accept product exchange and/or refund?
Smart Generation are allowed to return products within 14 calendar days from shipment date under the following circumstances:
a) Manufacturing defects.
b) Smart Generation delivered the wrong item.
c) Products that have a 3 month warranty description will be honoured.
Product return policy and procedures
(a) Stay Calm and Contact Us. In the event of you request for return or refund, please stay calm and contact our Whatsapp Customer Service team at 013-3041806 or Smart_gen@yahoo.com. Our support team is available Mondays - Fridays, 9am - 6pm.
(b) What do we need to verify that the item is allowed for exchange or return? In most cases, we will need your help to get a few photo or video (handphone standard is sufficient, no need studio photography. ) of the item, show us where is the problem and we will get it processed. Off course, we will need to know the order ID too.
(b) (i) How to send the item back to us. Once our support team confirms the return, we shall send you a digital consignment note (PosLaju). Retailers shall be required to inform the buyer to print the digital consignment note and paste it on the return parcel.
(ii) How to pack the return parcel. Please remind your buyer to ensure that the parcel has all the items including the packaging in it. Make sure the parcel is not see-through and is well sealed. Paste the consignment note on the parcel.
(d) How long does it take? The product return or refund normally takes about 14-30 working days to complete. But it takes two to tango, we need to work as a team to resolve the issue.
(f) Delivery cost. Delivery cost for returning item shall be borne by Us if you follow the procedure of using our digital consignment note.
Refund or replacement will not be applicable for the following situations:
a) Missing Original packaging
b) Any item that has been worn, or altered.
c) Used items (for cosmetic and other personal items such as undergarments, adult toys)