We understand that from time to time you may wish to return a product to us.
We have created this returns policy to enable you to return products to us in appropriate circumstances.
This returns policy applies to customers in England and Wales.
All returns require authorisation and must be submitted within 7 days following delivery of the product.
This policy does not affect any statutory rights you may have such as consumer rights under the Consumer Protection (Distance Selling) Regulations 2000.
DAMAGED OR DEFECTIVE GOODS
If goods arrive in a damaged or defective condition you must sign for the goods as damaged or as unchecked. Then you must notify us within 3 days of the delivery. If the goods are damaged in transit, please repack the items exactly as they were on arrival and contact us. Do not move the items to another address; the courier company may insist a damage inspection is necessary, or request a photo of the damage. If the goods are removed from the delivery address or the packing is discarded it can invalidate your shipping insurance.
Provided both our terms and the courier’s terms have been adhered to, the goods will be either exchanged or refunded. If we find the goods are not defective, they will be returned to you and you will be charged for any administration and carriage costs.
With regards to damaged items, we must be notified within the first three days from receipt to qualify for our insurance, unfortunately any claim outside this period cannot be supported. With regards to faulty goods, we must be notified within the first month to qualify for a collection. From the returns authorisation number’s issue date, you have 28 days to get the item(s) back to us by the relevant method.
In the unlikely event an item is defective, damaged or incorrect through an error on our part, we will collect the item (s) with our courier (before we can do this we require confirmation of your availability).
ORDERED IN ERROR / NO LONGER REQUIRED
If you have ordered the wrong item by mistake, then, provided the Goods are returned to us undamaged, unused, in their original condition and original, sealed and unopened packaging, we may, at our sole discretion, accept their return. The Goods shall remain at your risk until we confirm to you in writing that we accept their return. You shall be responsible for all costs (including, without limitation, all transportation and insurance costs) relating to the return of the Goods. If we accept their return then we will at our discretion either: credit your account with an amount equal to any monies you have paid to us for the returned Goods; or refund any monies you have paid to us for the returned Goods, in each case less a restocking fee equal to the higher of: ten per cent of the price of the Goods; and seventy five pounds sterling.
INCORRECT PRODUCT SUPPLIED
We work hard to ensure the right product is shipped to you but in the event that an incorrect item is shipped we will credit the item in full once returned. Please consult with our sales team before ordering a replacement to ensure that we do not repeat the error.
We only issue credits for returned products once the item has been returned and checked. Please note, credits can take up to 7 days to be processed once the goods are received back with us.
(2) Returns procedure
In order to take advantage of your rights under this returns policy, you must:
(a) Contact us to request a return within 7 days following the date of delivery
(b) Wait for our response to your return request. If your return has been approved you will be issued a RETURN AUTHORISATION NUMBER (RAN). If your return has not been approved we will email you the reason for the refusal;
(c) Once we have raised a RAN we will send you an email confirmation providing return instructions and packaging procedures.
(c) It is important that the items be returned in the original manufacturers packaging complete with any accessories, manuals or other documentation. Failure to do so may affect how we deal with your item on return. Please also cover the original packaging and attach RAN number to the outer covering. Do not write on or attach paperwork to the original manufacturers packaging.
You will be responsible for paying postage costs associated with returns under this policy.
The following kinds of products may not be returned under this policy:
(a) Opened and used products, unless faulty;
(b) DVDs, CDs and other audio or video or audio-visual recordings;
(c) Computer software (whether on CD-ROM, DVD-ROM or otherwise);
(d) Any product made to your specification;
(g) Any product made to order;
We will issue you a refund for the full price of any product properly returned by you in accordance with the terms of this returns policy. Refunds are processed after we have received and checked the products received
We will usually refund any money received from you using the same method originally used by you to pay for your purchase.
We will process the refund due to you as soon as possible and, in any event, within 30 days of the day we received your returned product.
(5) Improper returns
Where you return a product in contravention of this policy (and where you do not have any other legal right to return the product):
(a) We will not refund or exchange the product;
(b) We may retain the returned product until you pay to us such additional amount as we may charge for re-delivery of the returned product; and
(c) If we do not receive payment of such additional amount within 14 days of issuing a request for payment, we may destroy or otherwise dispose of the returned product in our sole discretion without any liability to you.
(6) About us
Our full name is Smart Presentation Ltd.
Principal trading address is Unit 29, Space Business Centre, Smeaton Close, Aylesbury, Buckinghamshire HP19 8FJ
Our company registration number is 07747730
Our email address is firstname.lastname@example.org
Our VAT number is GB 120 3265 66