At Smartly, we are always committed to providing services that suit our customers’ requirements because we are keen on a distinctive and satisfactory experience in all its details.

Warranty terms

• Commitment to guarantee the manufacturing quality of the product for a period of 2 years or according to the period mentioned on the product page, with the exception of accessories, attachments, and filters.
• Providing rare spare parts within a maximum period of 7 days from the date of requesting the part, and when they are not available and the device is under warranty, our client will be compensated with a similar device.
• Our customer has the right to obtain a temporary device for the value of the product covered by the warranty in the event of a delay of more than 14 days in providing the spare part or delay in maintenance, or in the event of a manufacturing defect in the product.
• We are committed to responding to our client's complaints and providing the required data with an update on the complaint path within 48 hours.
• We pledge to provide maintenance in the cities where our branches are available. If the product is transported and installed in another city where one of Smartly’s authorized maintenance representatives is not available, or if one of our branches is closed or transferred, spare parts and support will be sent remotely. In the event of a manufacturing defect that cannot be repaired remotely in the city One of our representatives is not available, so the product is shipped from the customer to the nearest company maintenance headquarters.
• We undertake to remind you of the dates for changing the filters and ship them to the customer so that he can change them, so that the shipping costs are free and the customer pays for the filters.
• Regular maintenance every 6 months for most devices, and for all customers, you will be reminded to change the filters by sending a WhatsApp or SMS message or by calling your mobile phone to inform you of the need to change the filters. If the customer does not respond to the reminder about regular maintenance and is one month late for his scheduled maintenance, the free warranty on the device will be forfeited.

*General exceptions not covered by the warranty:

The warranty covers free repair or replacement of spare parts for devices in the event of a manufacturing defect. The warranty does not mean replacing the product or returning its value. The warranty is excluded:

• Defects or malfunctions arising from consumer misuse, non-compliance with instructions for use such as (changing consumables on specified dates), negligence, accidents, acts of sabotage, maintenance work that does not comply with product recommendations, or negligence in performing maintenance.
• If he does not adhere to the periodic times for changing the filters, which will affect the efficiency of the product, or the filters are changed from another company.
• If the serial numbers have been tampered with or changed
• Costs of changing filters or regular maintenance .
• Costs of replacing missing or worn-out parts (buttons, remote controls, rolled films, bulbs, batteries, etc. )
• Fractures, strikes, cuts, or exposure of the product to external factors such as liquids, humidity, or high temperature.
• Attempts to repair or maintain the device or move the device to another place and re-install it by parties not approved by Smartly or use spare parts not approved by Smartly.
• The warranty does not include consumable parts and accessories such as filters, tanks, faucets, bottles and other consumable parts and accessories.

Replacement products:

Several options are offered to the customer to replace products that cannot be maintained or if the factory stops providing the same products. If they are still within warranty, and in the event that the customer wishes to replace the device with a similar device, only the device is replaced without the filters, meaning the old filters are transferred to the alternative device. In the event of a desire If the customer wants to change the filters to new ones, he will have a separate cost, which is the cost of changing the filters. If he wants a higher device, he pays the original price difference before any discounts.

Warranty for replaced products:

The warranty for replaced products is calculated from the date of the old product that was replaced and not from the date of installation of the new product. For example: If a product was installed on 1-1-2023 and then replaced with a new product on any date after that, the warranty for the new product will be calculated from the date 1-1-2023.