To return a Smappee product under warranty, you need a support ticket. The number of that ticket is also your RMA number.
Always write the RMA number (your ticket number) clearly on the outside of the return package. Without it, we cannot link your return to your ticket.
How to return a product
- Submit an RMA request with the serial number of the product and a short description of the problem. You will receive a ticket number by email.
- Wait for a support agent to confirm that the product needs to be returned. Do not send anything back before this confirmation.
- Fill in the RMA form. Give a clear reason for the return and add your ticket number.
- Reply to the ticket email with the completed RMA form and the details the support agent asks for, such as the delivery address for the replacement and whether you want us to pick up the package.
- Prepare the package:
- Include all components that were part of the original package, as listed in the manual (for example, for an EV Wall Home we also need the Infinity components). This does not apply if your ticket concerns a single component.
- Put a printed copy of the RMA form inside the package.
- Write the RMA number clearly on the outside of the package.
- Send the package to the address below, or wait for the pickup if you requested one.
Ntegrate-Smappee NV
Evolis 91
8530 Harelbeke
Belgium
If the returned product works as designed
If our inspection shows that the returned product is working as designed, Smappee reserves the right to charge an administrative fee of €56, as well as the shipping costs and a fee for the replacement product.