Return & Exchange

Return and Exchange

Return and Exchange in-store and online

  1. Faulty Returns

    Yale is dedicated to providing quality products to every customer. If the products purchased from Yale store or Yalesmart.com are faulty or does not match the description in the original listing, customer is allowed to do exchange or refund.

  2. Return and Exchange

    If you changed your mind, we will refund the purchase price or exchange those item(s) which you were purchased in-store or online, subject to the following conditions;

    • Only item(s) purchased from Yale Store or Yalesmart.com can be returned or exchanged.
    • Exchange and refund request within 7 working days upon receipt of item(s) before installation.
    • We only accept one time exchange for items that have not been installed and must be in its original packaging with all tags attached and gift with purchase (if any) included
    • All exchanges are depending on the stock availability after an exchange request is submitted.
    • Item(s) purchased at Yalesmart.com can be returned in-store with proof of purchase, refund will not include shipping cost.
    • Kindly note that all returned products will be inspected for their conditions and quality upon receipt. Yale reserves the right to reject exchange or return requests if the item(s) are not in compliance with the requirements in the preceding paragraph.

    For refund or exchange, please contact us at our 24/7 hotline (02) 8 843-4343 loc. 9253, (Calls only) +63919-087-0953/+63917-841-9657 or email us at support.ph@yalesmart.com operation hours are from Monday to Friday 9am – 5pm, excluding Public Holiday.

    Once the returns policy has been met, we will offer exchange or refund within 30 days.

    The refund will be issued in cheque (Cash payment). Credit card payment will be redirect back to card account.

  3. Cancel Order

    For cancellation order, please contact us within 7 working days before your shipping day or installation day.

    We will do our best to accommodate your cancellation request, as long as order has not been processed yet.

    Once your order is processed and shipped, we can no longer make any changes.

    You will have to wait for it to arrive and then please contact us at our 24/7 hotline (02) 8 843-4343 loc. 9253, (Calls only) +63919-087-0953/+63917-841-9657 or email us at support.ph@yalesmart.com operation hours from Monday to Friday 11am – 5pm, excluding Public Holiday.

Return and Exchange

Return and Exchange in-store and online

We want you to be able to spend time with your family and loved ones in the best, safest, and most convenient way possible. But in case you have some product concerns/return or refund, here's our terms in accepting it:

SECTION 1: PRODUCT RETURNS & REPLACEMENT POLICY

ASSA ABLOY Philippines, Inc. (Yale) has taken care to ensure that our store personnel are equipped and trained to advice and give information that will help the customers to select the right products. Republic Act 7394 or the Consumer Act of the Philippines follows that consumer have the right to return and replace if the items are deemed broken or defective only within 7 business days from the date of purchase.

The customer is entitled to a replacement if the items they purchased from Yale Smart Shop or https://www.yalesmart.com/ph/ are deemed defective, do not match the description in the original listing, or suffer from any other circumstances covered by Section 4 Policy.

 

SECTION 2: UNAUTHORIZED REASONS FOR RETURNS & REPLACEMENT

The following items are not considered for a refund or replacement:
1. Change of Mind.
2. Wrong Product Ordered due to wrong declaration of required information during the Door Quality Assessment.
3. Any items that are used or improperly handled which led to damaged item, packaging and missing parts after purchase will not be eligible for a product return/refund.
4. Unauthorized/DIY installation

 

SECTION 3: ACCEPTED REASONS FOR PRODUCT RETURNS & REPLACEMENT:

Items considered for return and replacement due to the following events:
1. Item/s do not work based on factory specifications (i.e., factory defect)
2. Damages based on courier mishandling the product.
3. Item/s received are incorrect based on what the customer has ordered (or what was specified on the website at the time of purchase)

Yale Smart Shop will be responsible for the shipping cost of returns to where the items were purchased made within 7 days guided by the policies of the Department of Trade and Industry of the Philippines.

 

SECTION 4: PRODUCT REPLACEMENT TERMS & CONDITIONS

Items considered for replacement due to the following events:

 

CASES ACTION PLAN
Older models with alleged faulty components Item replacement (same SKUs)
New models with alleged faulty components (Installed) Parts replacement
New models with alleged faulty unit  (Installed) Item replacement (same SKUs)
   

 

OLDER MODELS NEWER MODELS
YDM7116 YDME50
YDM3109+ YRL222
J20+ J20A
YDME70 (L & R) G-SLIDE
YMG30 YMI70A
YMG40 YDM7116A
YMF40+ YDM3109A
YDR4110 YDM7220
YMI70 YRD226
  YDG313
  YDG413A



ASSA ABLOY Philippines, Inc. (Yale Home Philippines) reserves the right to do a technical evaluation of the product prior to approval of replacement process.

SECTION 5: PRODUCT REPLACEMENT PROCEDURE:

Product returns within 7 days requirement must ensure that all products are returned unused and in their original packaging including:
1. Screws, Batteries, Including the Product Manual with complete parts and accessories
2. Original and Official Purchase receipt
3. Copy of the card transaction slip for card payment
4. Request Letter for Refund or Replacement signed by the customer and acknowledged by the Yale Smart Shop personnel.
5. The original copy of the following requirements must be sent to Yale Smart Shops branch’s email address where the product is purchased and to our customer support: aaservicesupport.ph@assaabloy.com. This is subject for a (1) business day review upon sending of the requirements.

SECTION 6: ITEMS PURCHASED OUTSIDE YALE SMART SHOP

Yale Smart Shop reserves the right to accept returns for items bought from any Yale Smart Shops and/or www.yalehome.com/ph ONLY. Customers should go back to the original channel for purchases they made other than Yale Smart Shop. Returns will be entertained following the official returns and replacement guidelines.

SECTION 7: UNAUTHORIZED PRODUCT INSTALLATION

DIY or unguided installation of products purchase via Yale Smart Shop website: https://www.yalesmart.com/ph/ and Yale Smart Shop official stores is subject to warranty cancellation and non-replacement. Yale Smart Shop will not be liable for any damage, in case of DIY or unguided installation. 

SECTION 8: INCORRECT DELIVERY


In case of incorrect item delivered, the customer may request for item replacement following the terms below:
1. Whereas packaging is complete and intact including product manual, screws, batteries, and complete parts and accessories of the unit.
2. Signed request form together with the receipt and valid ID, delivery and pick-up will be scheduled and shouldered by ASSA ABLOY Philippines Inc. within 7 – 10 business
days following the guidelines.

SECTION 9: REFUND TERMS

Request for refund is subject to Management approval if it is requested 7 days from date of purchase following the prevailing guidelines for returns and replacement. Refund is subject to bank approval with 2.75% – 5% bank surcharge with minimum of 30 days to process.

 

ASSA ABLOY Philippines, Inc. reserves the right to change these terms and conditions at any time without prior notice.