Refund policy

 

1. General Information

This Return & Refund Policy applies to all purchases made through SmartLock, operated by LLC “ITSOLUTIONS”.

We are committed to ensuring customer satisfaction and providing a clear and transparent return process.

 

2. 30-Day Return Policy

We offer a 30-day return policy, which means you have 30 days from the date you receive your item to request a return.

To be eligible for a return:

  • The item must be in the same condition that you received it

  • The product must be unused and undamaged

  • It must be returned in its original packaging

  • All accessories, manuals, and included components must be present

  • You must provide a receipt or proof of purchase

We reserve the right to refuse returns that do not meet these conditions.

 

 

3. How to Start a Return

To initiate a return, please contact us at:

📧 sales@smartlock.ge

In your email, please include:

  • Your order number

  • The reason for return

  • Photos (if the item is damaged or defective)

Once your return request is reviewed and approved, we will provide instructions on how and where to send your package.

Return address:

SmartLock / LLC “ITSOLUTIONS”

Tbilisi, 11 I. Chavchavadze Avenue

Georgia

⚠️ Items sent back without prior approval will not be accepted.

 

 

4. Shipping Territory

We currently ship only within the territory of Georgia.

We do not offer international shipping at this time.

 

5. Damages and Incorrect Items

Please inspect your order immediately upon receipt.

If the item is:

  • Damaged

  • Defective

  • Incorrect

You must contact us within 48 hours of delivery at sales@smartlock.ge so we can assess the issue and resolve it appropriately.

We may request photos or additional information before approving a replacement or refund.

 

6. Non-Returnable Items

We do not accept returns for:

  • Sale or discounted items

  • Gift cards

  • Custom or special-order products

  • Products that have been installed or used

  • Items damaged due to improper installation or misuse

We also do not accept returns of hazardous materials or modified products.

If you are unsure whether your product qualifies for return, please contact us before sending it back.

7. Exchanges

We do not offer direct exchanges.

If you wish to receive a different product:

  1. Return the original item (after approval)

  2. Once accepted, place a new order separately

This ensures faster processing and product availability.

 

8. Refund Process

Once we receive and inspect your returned item, we will notify you whether your refund has been approved.

If approved:

  • The refund will be issued to your original payment method

  • Processing time is up to 10 business days

Please note that banks and credit card providers may require additional time to process and post the refund.

If more than 15 business days have passed since your refund was approved, please contact us at:


📧 sales@smartlock.ge

 

 

9. Refund Rejections

Refunds may be denied if:

  • The product shows signs of use

  • The product is damaged by the customer

  • The product is returned incomplete

  • The return request exceeds 30 days

In such cases, the item may be sent back to the customer at their expense.

 

10. Contact Information

For any return or refund inquiries, please contact:

SmartLock

Operated by LLC “ITSOLUTIONS”

Identification Number: 405332670

📧 Email: sales@smartlock.ge

📍 Address: Tbilisi, 11 I. Chavchavadze Avenue

🇬🇪 Georgia