We are extremely confident that you will be pleased with your Smart Retract product, however, if you come up against some installation challenges or other issues, we’re happy to help you out before resorting to a return. Often there are simple solutions to help solve the problems you may run into. Simply e-mail us at info@SmartRetract.com with any questions or concerns and send some photos of the installation area if you need assistance with that.
Return Policy
If you do require a return, we accept returns within 30 days of purchase. Items must be clean, odor-free, and undamaged. Returns that meet these criteria are never charged a restocking fee. Please e-mail customer service at info@SmartRetract.com to request your Return Merchandise Authorization (RMA) number and return instructions. In your e-mail, be sure to include either your Order ID or name and address and the reason for your return.
To help save the environment and be as green as possible, we do not include a paper receipt. All our receipts and notifications are sent by email so your Order ID can be found on the electronic receipt that was e-mailed to you at the time of your order. We also print your order number at the bottom of your shipping label as well.
Please return the product(s) in the original packaging or similar packaging with a note included that has your RMA number on it and also write your RMA # on the outside of the box.
Once your return has been received and inspected, we will credit the original method of payment, normally within one week of receipt, for the purchase price (shipping is not refundable) and at that time we will e-mail you a refund confirmation notice.
All our products are warranted to be free from defects in materials and workmanship for one year from the date of purchase to the original owner. This warranty excludes wear and tear or damage. If you believe that your gate falls under our warranty, please email us at info@SmartRetract.com with your order number or shipping address and photos of the damage. Our customer service representatives will then be able to help you with your warranty claim.
Yes! The fastest way to receive your different retractable safety gate would be to place a new order and return the original safety gate as explained in FAQ #1. If you already installed your Retract-A-Gate and want to keep your brackets installed, that’s fine, just keep the Retract-A-Gate you plan to return until you receive the new one. Then include the unopened bracket kit from the new Retract-A-Gate with your original safety gate to return. Remember that we need to receive your items within 30 days.
Just email us at: info@SmartRetract.com to request your RMA number and exchange instructions.