Returns Policy and Procedure

Please contact us if there is any problem with your product. All purchases from MySmartBuy are covered by a one year replacement warranty. We will endeavour to replace and collect your goods within two working days. Where possible we will dispatch a replacement so that the redelivery and collection can take place at the same time. However, we may need to check the goods before dispatching a replacement, in which case redelivery would take place within 2 working days of receipt of the returns.

Unacceptable Returns

If you return an item to us outside the terms of our returns policy and your statutory rights do not apply, we may not refund you. For example if an item has clearly been misused or damaged by the customer. In this case the item may be returned back to you at your expense. We will contact you to notify you of these charges. If you send the item back to us again, or refuse to accept delivery, this will effectively cause the cancellation of your order. Any associated charges will be deducted from your original payment before your refund is processed.

All products will be checked on their return. If there is clear evidence of damage or misuse by the consumer then MySmartBuy reserves the charge the customer for the product. This will only be the case if damage has clearly been the fault of the customer.

Collection of Returned Items

We normally collect damaged, faulty or cancelled orders within 2 working days. If we are satisfied that there is a problem with the product, and a replacement is requested by the customer,  we will dispatch the replacement so that it arrives at the same time as the collection is taking place.

Whilst we make every effort to collect your returns on the day specified, we cannot guarantee collection on that day, or accept liability for collections made outside of this time-scale. We cannot accept liability for out of pocket expenses or other costs incurred due to failed or delayed collections.

  

Order Cancellation

You have the legal right to cancel your order within 7 working days of receiving the goods (with the exception of electrical goods or software that has been opened). Please call us as soon as possible after receipt of the goods to arrange this. You must take reasonable care of the goods and ensure that they are passed to our courier in good condition. Refunds will be processed when the goods are received by us and their condition deemed to be satisfactory.

Returns and Restocking Fees 

Any orders cancelled where the goods are not defective in any way will be subject to the following charges: Outward delivery, Courier returns fee, Restocking charge and Return delivery. Our courier return fee is £10 (except on large items or items that require a Two Man Lift where the charge may be more) and our restocking charge is £5. The return delivery fee will be the same as the outward delivery fee. Please note that these charges only apply where the products are in good condition.