Returns and Refunds
The following advise applies to all goods purchased online on smithandcanova.co.uk
If purchased elsewhere please follow this advice.
Christmas Returns Policy
Purchases made between now and 23rd December can be returned by 7th January 2019.
In Line with our order terms and conditions any goods must be returned to us within 14 days of you receiving them. Items MUST be returned in an unused state still bearing all original tags and packaging.
Please obtain proof of postage for your returned items as we cannot be held responsible for any returns that are lost or damaged in transit, so please take care when returning items to us, as such we advise any returns are sent using recorded delivery. A refund will only be issued on receipt of goods in the condition described above.
Please note that the carriage costs are non-refundable on non-faulty items.
Damaged or Faulty Items
Firstly, we apologise that you have received a damaged or faulty product. On return of the product to our offices and after assessment we will happily replace the product (providing it is in stock) or issue a refund.
Faulty On Use
If your product develops an issue within the first six months of use you may return it under warranty. Please follow the advice in the section below on how to do this.
Damaged / Faulty On Arrival
Where possible we will aim to replace your item. If this is not possible we will refund you the price of the item.
We will not charge you for the cost of returning the item(s) provided we organise the collection of the item(s). If you organise the return of the item independently we may well issue a refund but only to a reasonable value (usually to the value it would have cost us if we had arranged a collection on your behalf). As such please keep a copy of the receipt for any postage.
If you wish to have your item collected please contact us at firstname.lastname@example.org please include the following information in your email:
- Your Invoice #
- Your Name
- A brief description of the fault
- The address where wish your item to be collected from. We would recommend this be a place where you are guaranteed to be available all day (such as your home or workplace)
Please follow the Return Checklist to prepare your return for collection.
If you wish to return the items to us directly please follow the Return Checklist to do so.
For products received as gifts please as the first option contact the purchaser of the gift and ask for them to follow the returns process.
In cases where this is not possible please contact us directly at email@example.com. Please include the name of the person who purchased the gift in your correspondence.
What should go in / on my returns package?
- A completed returns sheet - found on the reverse of your order sheet
- The item(s) you wish to return
- Our Returns Address clearly marked on the outside of the package
- Return the item to us
- Once we have received your return we aim to process it within 10 working days
- Once we have examined the item we will contact you to advise on the outcome
smithandcanova.co.uk Returns Department
Oaktree Business Park
Do you accept returns from items purchased from retail stockists?
In the case of goods purchased elsewhere, the products must be returned to either the respective shop or online retailer they were purchased from, and it is the stockist's returns policy that applies.
I purchased on smithandcanova.co.uk, can I return to a retail stockist?
Unfortunately not, our stockists - both retail shops and online are not responsible for accepting or crediting any returns purchased directly from this website. Instead please follow the advice for Unwanted Items or Faulty Items.