Buyer Premium Program

 

Every SmartgearFactory customer receives a no fuss buyer guarantee with their order.

How Does SmartgearFactory Protect Me When I Make a Purchase?
We believe that the best way to protect a customer is before a problem occurs in the first place. That is why we offer our customers a full 60 Day Money Back Guarantee, no questions asked.

We want you to have the best shopping experience, therefore we act with you in a total transparency so you can, in case of conflict with us or any other store, protect yourself. Shopping online should be a pleasure and 100% Secure for any buyer!

SmartgearFactory is not like other mainstream online store.
 
  • We accept different types of payment. PayPal, Credit, and Debit Cards with all major credit card logos. 
  • PayPal transactions give our customers the PayPal Buyer Protection Program.
  • If a PayPal Dispute isn’t available we will handle disputes through our SmartgearFactory Dispute Program, which covers any transaction that does not get resolved under the PayPal Purchase Protection Program.
  • With this program your dispute is assigned a SmartgearFactory dispute department staff member. Your dispute will be handled by a real human who understands how important getting this resolved is.
  • Used a Credit Card, Debit Card, or Gift Card instead of PayPal? We have you covered and will have you contact your bank directly for a refund or chargeback. 
What Is PayPal Buyer Protection Program?
PayPal Purchase Protection covers you if you have a problem that cannot be resolved directly with us. When you file a dispute, PayPal helps you get your money back.
PayPal Protection covers eligible transactions for the full purchase price, plus original shipping charges.
To qualify for PayPal Purchase Protection:
  • Use PayPal to pay for your item.
  • Pay for the item in one payment. Items purchased with multiple or partial payments aren’t eligible.
  • Open a dispute in PayPal’s Resolution Center within 180 days of your purchase to let SmartgearFactory know there’s a problem with the transaction.
  •  Escalate the dispute to a claim within 20 days of the date you opened the dispute. When you file a claim, you’re asking PayPal to decide whether you should get a refund.
  •  Keep your PayPal account in good standing.
How does PayPal protect you?
If an eligible item that you've bought online doesn't arrive or doesn't match the SmartgearFactory's description, PayPal’s Buyer Protection will reimburse you for the full amount of the item plus shipping and packaging costs. Buyer Protection covers eligible online purchases when you use PayPal.

How do you get your money back from PayPal?
If something does go wrong with your eligible purchase, simply file a dispute within 180 days. To do so, log in to your PayPal account and find the transaction in question in your Activity. Click on the transaction then Contact SmartgearFactory, and follow the prompts.

Note: Paypal Protection is not available in every country, so please check to make sure your purchase qualifies.

What Is SmartgearFactory Buyer Guarantee and How Does It Work?
All SmartgearFactory customers receive the following guarantees for each purchase on SmartgearFactory:

1.   A full refund or replacement if you don’t receive your order.
You will get a full refund if your order does not arrive within the promised delivery timeframe as listed by us.
 
Some exceptions that do not qualify for a full refund are:
  • Your order did not arrive due to factors within your control. (I.e. the wrong shipping address was provided)
  • Your order did not arrive due to circumstances beyond SmartgearFactory’s control. (I.e. customs delays, natural disasters, inclement weather impacting carrier delivery schedules.)
  • Other circumstances outside of the control of SmartgearFactory.
2.   Items Not as Described.
You can opt to receive a full refund if the item is not as described. (I.e. you ordered a purple purse but received green)
Or you can opt to keep the item and receive a partial refund of the purchase price.
If your item is not as described SmartgearFactory will cover the return shipping cost. However, if you can accept the item as-is you can negotiate a partial refund with the seller directly. Otherwise, you will receive a full refund as noted by our return policy.

3.   Damaged Items.
If your order arrives damaged, contact SmartgearFactory immediately to report the damage. For damaged items a full refund or replacement will be offered based on SmartgearFactory return policy.

4.   Defective Items.
If your order arrives defective, contact SmartgearFactory immediately to report the defect. For defective items a full refund or replacement will be offered based on the SmartgearFactory return policy. (I.e. Items that do not hold up in the wash, breaks on the second use, poor seams, etc.) 
 
Genuine Guarantee:
All items on SmartgearFactory are guaranteed to be genuine as listed in the product description.
In cases where a brand name is listed we guarantee that they will be genuine brand-name products.
The genuine guarantee covers products that are:
  •  Purchased on SmartgearFactory and have been listed as a name-brand product in the product description.
Placing an Order:
  1.  Visit SmartgearFactory.com to select from hundreds of products and place your order.
  2. For store orders you pay SmartgearFactory directly via PayPal or Credit/Debit card.
  3. SmartgearFactory will then process and ship directly to you via Epacket, EMS, USPS, UPS, Fedex, or another qualified traceable carrier.
Who Do You Pay when you Place an Order on SmartgearFactory?
You pay SmartgearFactory directly when you place your order via PayPal.

Who Handles Shipping and How Does It Work?
SmartgearFactory will ship your purchases directly to you via Epacket, EMS, USPS, UPS, FedEx, or another qualified traceable carrier.
In most cases SmartgearFactory will list the shipping method and processing times on checkout page. However, if the shipping information is missing from the checkout page you may contact SmartgearFactory via email for the shipping timeframes and processing timeframes.
Note: SmartgearFactory is not responsible for international duties and customs fees. 
 
What to Do If You Have a Problem with Your Transaction?

1.   Contact SmartgearFactory:
If you have any trouble with your order such as a delayed shipment, lost delivery, damage, or the item isn’t as described, we ask that you first try to contact SmartgearFactory directly at support@smartgearfactory.com.
We will be happy to help resolve any issues you may have. 

2.   File a PayPal dispute:
In most situations, the easiest way to settle a dispute is to contact SmartgearFactory directly. 
You have 180 days from the original purchase date to file a dispute with PayPal.
Once you begin the dispute process, PayPal will hold on to the transaction funds until the situation is completely resolved. If it cannot be resolved, then the dispute will be escalated to a claim where PayPal will investigate the claim and make a ruling on the situation.

To learn more about PayPal disputes, click on the link below.

What if You Are Outside of the PayPal buyer Protection Policy?

If your order is outside of the PayPal’s buyer protection policy, you may still be eligible to file a dispute and possibly get a refund via your credit card company or bank that you used to pay for the transaction.
In situations where you want to submit a chargeback or stop-payment on an order please contact your credit card company or bank directly to find out if you are eligible.
Of course, if there are extreme situations that have prevented you from submitting a request for assistance within the available protection timeframe, our customer support team will do everything in their power to ensure that this is a positive shopping experience.

What if I Paid with A Credit or Debit Card?
If you paid with a Credit Card or Debit Card, you are protected still. In the event that an item is damaged, defective, lost or late, we will ensure that you receive either a full refund or a replacement item.
How to initiate a return for your Credit or Debit card purchase:
  • Contact SmartgearFactory. Working directly with us is always the best way to initiate a return.
  • We will work with you to ensure that the situation is resolved.
What if I Paid with A Gift Card?
When you pay with a gift card, you are still covered by our Buyer Guarantee. If you need to initiate a return or have any trouble with your order, please contact our Customer Service for assistance.
Once the return is initiated if you are setting up a return for a refund, the funds will be issued back as in-store credit that can be used on eligible items on SmartgearFactory. 

 

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