A Clear and Fair Returns Process
We want you to feel confident when shopping with Smart Gate. Eligible products may be returned in accordance with this policy and applicable Saudi regulations. Review the conditions below, then contact our support team to begin your request.
How to Request a Return
Contact Support
Submit your return request through the contact page and include your order number, product name, and reason for the return.
Provide Product Details
Provide clear photos or videos when reporting damage, a manufacturing defect, missing items, or an incorrect product.
Receive Return Instructions
After reviewing the request, our team will confirm eligibility and provide the approved return address and shipping instructions.
Inspection and Resolution
Once received, the product will be inspected. Approved requests will be resolved through a refund, replacement, or other appropriate solution based on the case.
Return Eligibility and Conditions
Unused Products Within 7 Days
An unused product may be eligible for return within seven days of receipt, provided it remains in its original condition and has not been used, activated, installed, or altered. Applicable legal exceptions may apply.
Damaged or Defective Product
A product received with visible damage or a confirmed manufacturing defect may qualify for replacement, repair, refund, or another appropriate resolution after inspection.
Incorrect or Incomplete Order
Contact us when the delivered model, color, quantity, or included accessories do not match the confirmed order. Keep all packaging and items for verification.
Product Not as Described
A return request may be accepted when the product materially differs from the specifications or description shown when the order was placed.
Used, Installed, or Altered Products
Products that have been used, activated, installed, modified, or damaged after delivery are not eligible for a change-of-mind return unless a covered defect is confirmed.
Missing Packaging or Accessories
A return may be rejected when the original packaging, manuals, accessories, gifts, labels, serial numbers, or included components are missing or damaged.
Damage Caused by Misuse
Products damaged by misuse, accidents, impact, liquids, unauthorized repair, improper installation, unsuitable power sources, or failure to follow operating instructions are not eligible as standard returns.
Opened Hygiene-Sensitive Products
Hygiene-sensitive products, such as in-ear devices, may not be returned after the protective seal has been opened unless the item is defective or the return is otherwise required by law.
Unapproved Returns
Products sent without prior approval or to an address not provided by Smart Gate may be rejected or returned to the sender.