CUSTOMER SERVICE
Return & Refund
RETURN POLICY
Thank you for your purchase. We hope you are happy with anything you’ve ordered from our store. However, if you are not completely satisfied with your purchase for any reason, you may return it to us for the same amount in store credit, or an exchange,
Products MUST be returned in all the original packaging, completely unused, with all the original contents included, this MUST be returned within the first 7 days of receiving your order, all returns in excess of £150.00 will be subject to a 15% restocking fee.
Please note that all orders are strictly quality control and bench tested before shipping to customers to ensure that all products are fully functional before receipt by the customer.
Please note that under no circumstances will we accept ANY returns for a product that has been unpackaged and used in order to be attempted to be self installed by either the customer or installation by a third party outside of our Smart Tuning Approved Partners, it is solely the customer's responsibility to ensure that the product which has been ordered is fit for purpose for the intended vehicle (i.e. correct software choice, vehicle compatibility etc.) regardless of any advice which you may have been given - please consider this before purchasing any of our products.
Any damage incurred on Smart Tuning modules or Android Screen orders, due to pre-existing electrical faults of the vehicle, self installation or installation by a third party outside of our Smart Tuning Approved partners will deem your product warranty VOID, which we will not accept a return for.
We strongly recommend opting to have your system installed by our Smart Tuning Approved Partner Installers
Please see below for more information on our return policy.
FAULTY ITEMS
Although we bench test all of our items before sending, we understand on very rare occasions, things can sometimes still go wrong, If any of the item's we provide are in faulty condition, email us on info@smart-tuning.co.uk within the first 7 days of receiving your order, with a full breakdown of the issue[s] along with supporting video evidence of the problem[s] you're experiencing - most of the time it comes down to user error is why we ask for this, as it allows us to see exactly what the issue you're experiencing comes down to
Our technical team will review your case to determine whether or not your item is faulty or has been damaged as a result of the installation procedure. If the item is determined to be faulty, you have the choice of an exchange or the same amount of in store credit, if it falls outside of the 7 day period, you have the choice of an exchange or in store credit.
RETURNS
All returns must be postmarked within seven (7) days of the purchase date. All returned items must be in unused condition, with all original tags and labels attached. If it's the return of a faulty item within the first seven (7) days, please ensure that the returned items are in unused condition, with all original tags and labels attached,
as per the above, you have the choice of an exchange or the same amount of in store credit.
Please note, certain items are not eligible for return including those that are built to spec/made to order, this can be found in the EXCEPTIONS section of our return policy below.
RETURN PROCESS
To return an item, please email our returns service department at info@smart-tuning.co.uk to arrange a return.
Please note, you will be responsible for all return shipping charges. We strongly recommend that you use a trackable method to mail your return.
After receiving your return and inspecting the condition of your item, we will process your return or exchange. Please allow at least fourteen (14) days from the receipt of your item to process your return or exchange. We will notify you by email when your return has been processed.
EXCEPTIONS
The following items cannot be returned or exchanged:
● Any remote and/or digital services (Coding, Diagnostics, Software Update Packages etc.)
● Any products which have been unboxed, removed from the original packaging
● Any products used in a self installation procedure by the customer themselves or installation by a third party outside of our Smart Tuning Approved Partners
● Any products that are built to spec and made to order based on the specification of the vehicle including (but not limited to) all BMW & Mercedes Android Screen Display upgrades, MMI modules
Please Note
● A 15% restocking fee will be charged for all returns in excess of £150.00.
● Sale items are FINAL SALE and cannot be returned.
EXCHANGES FOR INCORRECT PRODUCTS ORDERED
If you order an incorrect product or a product with the incorrect software variant and you'd like an exchange, don't worry, it's totally fine, we understand that these things happen, and we are happy to arrange an exchange.
Contact us on info@smart-tuning.co.uk with your order number and mention that you want an exchange, we will guide you through the process to return the incorrect product and we will send you out the correct variant of what you require.
Return postage costs are the responsibility of the customer to pay, please be aware that you are also liable to pay a £10 postage surcharge to have the correct product resent alongside a 15% restocking fee of the incorrect item ordered
If you have opted for an installation service, and the issue of the incorrect product or software is determined at the time of installation, you are liable to pay 50% of the original installation fee as a surcharge.
If the product has any unsolvable technical problems, please email info@smart-tuning.co.uk within 1 year (subject to logistics display delivery) after receiving the goods for instructions on how to return product for a full refund or exchange or maintain. Our products support 14 days return, 6 months replacement and free maintenance service within one year.
Note:For orders over 14 days, we do not provide refund service. But you can replace it.
QUESTIONS
If you have any questions concerning any of our policies, please contact us at: