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Refund policy

RETURNS & REFUNDS

We strive to deliver you the best in quality and value, if for any reason you are not satisfied with your order we are happy to take back the product and issue you a full refund of your purchase.

  1. Products can only be returned if they are still in their original condition and packaging. Used products, or products damaged by the customer will not be eligible for refund.
  2. Request your Return Merchandise Authorization Number by emailing customer.service@smarks.uk or calling Customer Service on 01792 305808, with a detailed reason for the return and pictures or a video of the product that supports your reason. Upon approval you will receive the RMA# for the product you would like to return.
  3. To assure your refund please use a trackable mail service, we will not be responsible for lost or missing packages.
  4. Upon the receipt of your package, your products will be examined and a full refund will be issued to your original method of payment. Returns take approximately five business days to process upon receipt of the item.
  5. Please note that, unless we delivered an incorrect item or the item is faulty, the cost of returning goods to us will be your responsibility.

 

IF YOU CHANGE YOUR MIND

An unwanted product can be returned for a full refund within 21 days of delivery as long as it’s still in its original, unopened packaging. This returns policy for unopened goods is in addition to your statutory rights and applies to purchases made in store, online or over the phone. All you will be responsible for is the cost of the return postage. We will issue an exchange or refund to you via your original payment method. 

Separately to the 21 day policy above, and in accordance with your rights when you purchase goods online or over the phone, unwanted items can be returned even if you have opened them for inspection as long as you let us know within 14 calendar days from the day after delivery. 

Once you have told us you want to return an item, you should do so without undue delay and not later than 14 days from the day on which you informed us of your decision to cancel the order. You can examine the goods as you would in a shop but to obtain a full refund you must not start using them or install them. The goods must be returned in ‘as new’ condition and in their original packaging.

In all instances, to make the returns procedure as efficient as possible, we advise you to please contact our customers services on 01792 305808, calls may be recorded for training purposes, or via email using customer.service@smarks.uk.

TRANSIT

If any items were damaged in transit, we ask that you report it to us immediately upon receipt or within no later than 7 working days. Upon their return they can be replaced or a refund issued via your original payment method. 

FAULTY ON ARRIVAL

If your items are faulty on arrival, you should inform us as soon as reasonably possible. Items should be returned in their original packaging when possible with a copy of original documentation. Once we have verified the fault, we will issue a replacement or full refund to you via your original payment method.

ITEMS FAULTY IN WARRANTY PERIOD

If any of your purchases develop a fault within its warranty period it will need to be returned. Once the fault has been verified, a repair or exchange of goods will be issued.  

NOTES

  1. Customer services can be contacted on 01792 305808.
  2. Returns take approximately five business days to process upon receipt of the item.
  3. We are not responsible for the loss or damage of items during their return.
  4. Unless we delivered an incorrect item or the item is faulty, the buyer is responsible for any shipping charges when returning the item.

  

RETURN ADDRESS 

Smarks
Unit 6 St. Johns Court,
Swansea Enterprise Park,
Swansea,
Wales,
SA6 8QQ
Tel: 01792 305808. 


REFUNDS
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at customer.service@smarks.uk or call us on 01792 305808