Refund policy

Overview

We want to ensure that you are completely satisfied with your purchase from our online store www.smithysdirect.com. That is why we have a simple returns and refund policy

The policy is different according to whether you purchased as a consumer or a business. All purchases for personal or household use are covered under the Consumer Returns Policy. The Business Return Policy applies to purchases made by companies, schools and other organisations.

Business Returns Policy

To initiate a returns request, contact our Customer Services department via email: customerservices@smithysdirect.com. We will require the original invoice, despatch note or other proof of purchase in order to process your request. Once your request has been made, a member of our team will issue you with a returns note that must be included with any returned items. We are unable to accept goods that are sent back without a returns note included.

Responsibility for return delivery and costs will be: ours if the items are faulty or damaged in transit to you, and will be yours for all other reasons. We will arrange collection where responsibility is ours, and in all other cases you may return using a carrier of your choice. We will only collect from the address to which the original delivery was made.

Goods returned to us within two months of invoice date will be credited with no restocking fee. Goods returned outside of this period will incur a 25% restocking fee. Goods are non-returnable if purchased over twelve months ago or if they were bespoke or special-order items. All returns must be pre-authorised by our customer services team and only goods that are returned in a re-saleable condition will be eligible for credit. 

Consumer Returns Policy

To initiate a returns request, contact our Customer Services department via email: customerservices@smithysdirect.com or by writing to the address below. We will require the original invoice, despatch note or other proof of purchase in order to process your request. Once your request has been made, a member of our team will issue you with a returns note that must be included with any returned items. We are unable to accept goods that are sent back without a returns note included.

Responsibility for return delivery and costs will be: ours if the items are faulty or damaged in transit to you, and will be yours for all other reasons. We will arrange collection where responsibility is ours, and in all other cases you may return using carrier of your choice. We will only collect from the address to which the original delivery was made. We cannot be held responsible for packages lost, delayed or damaged in transit to us and we recommend that you send your package by a tracked and signed for delivery service.

For cancelled orders, no reason is required, and goods must be returned within 30 days of receipt. Following receipt and inspection, if you deem the products ‘not suitable’ for your purpose you are under a legal duty not to use the products and to take care of them. The goods must be returned to us in the condition they were received with the original undamaged packaging and delivery paperwork.

We will refund the full amount of the order, excluding any delivery costs incurred by us, as soon as possible after receiving the returned goods and within 30 days at the latest. 

When goods are returned to us in a condition which indicates that they have been used or attempted to be installed after you have had a reasonable chance to inspect them, we will consider you to be in breach of your legal duty to take reasonable care of the goods and reserve the right to recover appropriate sums from you. If all the above criteria are met by you during the 30 day period there would be no administration costs or restocking charges applied.

We will not accept items back that are: made to order or after 2 months from date of purchase under any circumstances.