Returns and Warranties

Smartness s.r.l., in order to improve customer support, provides a dedicated Customer Care Service for all post-sales issues related to returns, defects, credit notes, and complaints.

Need help with your return? Contact us right away!

Return Management – Online Requests

B2B WARRANTY TERMS:

Legal Warranty of Conformity: Under B2B e-commerce regulations, the legal warranty of conformity established by the Consumer Code (which provides a 2-year limitation period) does not apply. Instead, the applicable warranty is the “Warranty for Defects” under the Civil Code, which provides a shorter limitation period of 1 year. This warranty applies to all products sold on the website, except for Spare Parts, which are covered by different warranty terms.

Manufacturer’s Conventional Warranty: Products sold on the website may, depending on their nature, be covered by a warranty issued by the manufacturer (“Conventional Warranty”). The Customer may exercise this warranty only against the manufacturer. The duration, scope (including territorial), conditions, methods of use, types of defects covered, and any limitations of the Conventional Warranty depend on the specific manufacturer and are indicated in the warranty certificate included with the product.

Spare Parts Warranty: All spare parts are covered by a 6-month warranty period. Defective products, once authorized, may be returned to the sender. All items found to be defective upon testing (not installed and with protective films intact) will be examined upon receipt to assess any damage or tampering and verify the reported defect. After verification, a Credit Note will be issued. Products found defective after installation will also be examined, and for such items, a refund equal to 50% of the product value (up to a maximum of €30) will be granted.

Smartness s.r.l. reserves the right to reject returns for products showing signs of use, improper installation, removal of protective films, or evidence of impact damage and physical stress.

Processing times for return requests may vary from a minimum of 7 to a maximum of 30 days.

D.O.A. Warranty (Dead On Arrival):

This warranty applies to all Original Spare Parts in Service Pack, and to all products explicitly indicated as such on the website.

Conditions required to apply the D.O.A. Warranty:

• The product must be fully tested before installation, otherwise the warranty is void. (We recommend performing a functional test by connecting only the flat cable and verifying all functionalities.)
• DO NOT REMOVE PROTECTIVE FILMS
• DO NOT USE ANY TYPE OF ADHESIVE
• The customer has 30 working days from delivery to report any defects or malfunctions upon arrival (D.O.A.).
• In the case of damage caused by our contracted courier (impact, scratches, or visible/hidden packaging damage), the defect must be reported within 5 working days (see Warranty Limitations).

Note: The warranty expires once the product has been installed. Any additional warranties are issued exclusively by the repair laboratory performing the service.

The product may be replaced by the Manufacturer (Samsung – Huawei – Xiaomi, etc.) only if defective and not installed. In this case, it must be returned in its original condition, including the service packaging.

WARRANTY LIMITATIONS

Smartness s.r.l. is not responsible for damage caused by a courier chosen by the customer (freight collect or sender-paid shipments). All shipments delivered via our contracted courier, with prepaid freight, are insured against loss and/or damage.

Customers are strongly advised to carefully inspect the goods upon receipt, even if the packaging appears intact. Failure to promptly report damages as instructed below will void any warranty claim procedures.

Smartness reserves the right to refuse D.O.A. or product warranty claims in cases where the product shows clear signs of impact, scratches, or physical stress, especially when such damages were not properly reported as courier-related (PACKAGE ACCEPTED WITH RESERVATION).

Instructions for prompt replacement or recovery of damaged or lost goods:

• For all cases of damage caused by the courier, please send photographic documentation (photos of both the outer packaging and the damaged product) to: spedizioni@smartness.online

Smartness s.r.l. will inspect defective products upon receipt to verify any damage or tampering and confirm the reported defect. If replacements are available, the item will be substituted; otherwise, a Credit Note will be issued.