Returns & refunds

Returns & refunds

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, if you buy goods from us online or by phone, your consumer rights entitle you to cancel your order within 14 days in its original condition including packaging. All return shipping is your sole responsibility. Once we have inspected the item a full refund will be issued. With the exception of upholstered furniture, to which statutory cancellation rights do apply, this does not apply to the products listed as exclusions above unless they are faulty, damaged, missing or otherwise not in accordance with the specification.

We do not accept returns if the item has been assembled. This is due to being unable to specify if the item was damaged by you the customer or us. If you see that your product is damaged during assembly, please stop assembling and contact us so that we can provide you with replacement parts. 

If you wish to cancel your order

If we have not yet dispatched your order, please contact us by phone or email to let us know that you wish to cancel.

If you have received the goods, the easiest way is to follow the process of returning goods as described above. You must return the goods to us within 14 days of cancelling your order (please note all return shipping cost is your sole responsibility). If the goods exceed the dimensions accepted by courier, please contact us to arrange for collection. The deadline is met if you send back the goods before the 14-day period has expired.

Alternatively, you may send us an email or post a letter to us at SmartDo Retail Limited, Longfield Road, Tunbridge Wells, TN2 3UE within the 14-day period.

If you cancel your order, we will refund the cost of the goods. We may make a deduction from the amount refunded to you to reimburse us for any loss in value of the goods if you have handled them other than to the extent necessary to establish their nature, characteristics or functioning - for example, if the goods have been used, parts are missing or the goods or their packaging have been damaged.

We will process your refund without delay and not later than 14 days after we receive the goods back from you, or (if earlier) that you provide evidence that you have sent the goods back to us. If you cancel your contract before goods have been sent to you, we will process your refund no later than 14 days after the date upon which you informed us about your decision to cancel your order.

All refunds will be processed using the same means of payment used for the initial transaction. For items purchased online using PayPal and returned to store for a refund, you will be issued with a credit note.

Your statutory rights in respect of faulty, damaged or missing items or goods which are not as described are not affected.