Esmart Retail Return & Exchange Policy
How to Initiate a Return or Exchange
Customers must initiate a return or exchange through any one of the following channels: • Visit any E Smart retail store Abu Dhabi ,UAE. • Call our Customer Support Helpline at 024454456 • Email us at- customer.care@esmartme.com • Contact us via WhatsApp on +971 525918844
Product Categories & Return Conditions IT & Telecom, Gaming, Smart Devices, Networking, Cameras, and Multimedia Products
• Must be unopened, unused, and in original condition, including all packaging, manuals, accessories, and intact seals. • Returns will not be accepted once the product has been activated. • Opened items returned may be subject to a restocking fee. • The original sales invoice is mandatory for all returns and exchanges. • E Smart reserves the right to decline a refund or exchange following an inspection of the product’s condition. Home Appliances & Audio/Video Equipment • Returns and exchanges are subject to inspection and approval by the manufacturer’s authorized service center. • If a return is requested within seven (7) days of delivery, handling charges may apply.
Returns & Exchanges Are Not Applicable in the Following Cases
Product or packaging is damaged, incomplete, or not in original condition. • Seals are broken/opened or tampered with. • Products have been used, activated, or packaging/accessories are missing. • Online activation codes, gaming credits, and E Smart gift cards that have been scratched or redeemed. • Original invoice or order confirmation is not presented. • Multiple exchanges have been requested for the same order. • Devices with active security locks (e.g., Find My iPhone, Google Lock). • VAT refund has already been processed on the invoice. • Notwithstanding any other terms, the following categories are non-returnable: – Accessories – Hard drives, USBs – Software, movies, music, games – Printer cartridges/toners – Personal care/grooming products – Headphones/earphones – Gaming cards & extended warranties (e.g. AppleCare) Note: All returns are subject to inspection. E Smart reserves the right to decline returns that do not meet the above conditions.
Exchange Conditions
• If the exchange item value is higher than the actual purchased item, the pending amount shall be borne by the customer. • If the exchange item value is lower than the actual purchased item, the pending amount will be provided to the customer as an E Smart Gift Voucher. • Exchanges are applicable only once the returned item is received in our warehouse and are subject to approval. • Multiple exchanges against one order are not permissible and E Smart reserves the right to decline the exchange.
Restocking Fees
A restocking fee of fifteen percent (15%) will be applied to all non-defective opened items returned within the allowed period.
Dead on Arrival (DOA) / Non-Functioning Products
Products identified as Dead on Arrival (DOA) or not functioning per the manufacturer’s guidelines will be: • Subject to inspection by E Smart service personnel or the authorized service center. • Eligible for exchange or refund based on verification, which may take 3–5 business days.
Refund & Exchange Process
Online • Refunds will be processed to the original method of payment only. • Purchases made via gift cards or Points will be refunded as E Smart Gift Vouchers. • Refunds will be processed within seven (7) business days upon return approval. • For return pickups of online or in-store orders, pickup charges may apply depending on the customer's location. In Stores • Refunds will be processed through a credit note. • Refunds will be processed within seven (7) business days upon return approval. • For return pickups of online or in-store orders, pickup charges may apply depending on the customer's location.
Non-Refundable Charges
The following charges are non-refundable once acknowledged: • Delivery. • Service. • Installation. • Restocking fees (if applicable).
Extended Warranty / Damage Protection Plans
Cancellations of extended warranty or damage protection plans are only permitted if the main product is returned within the applicable warranty period. Final discretion rests with E Smart Retail Management.
Coupon Codes / Promotional Offers
Items purchased under a promotional offer will be eligible for return only at the purchased (discounted) price. Discounts redeemed from coupon codes are non-refundable and will be deducted from the total refund amount.
Open Box / Display Units
Open box and display units are final sale, except in cases where the item is proven defective within seven (7) days of delivery or collection. • Items must be returned in their complete set (including accessories such as chargers, adapters, cables, headphones). • Original invoice or order confirmation must be presented for processing.
Return Policy Abuse
To ensure fair use of our policies, E Smart reserves the right to: • Reject returns in cases of excessive or abusive return behavior. • Suspend or terminate customer accounts for repeated policy violations.
We’re Here to Help
For further assistance regarding returns, exchanges, or product-related issues, please contact our Customer Support Team: Call/WhatsApp: +971 525918844 Email: customer.care@esmartme.com Website: www.esmartme.com E Smart Electronics Co. Ltd. LLC reserves the right to amend or update this policy at any time without prior notice.
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