Return and faulty goods policy
Unwanted products
U.1 Returns and exchanges can only be processed with proof of purchase.
U.10 You cannot return unwanted items after 14 days of purchase.
U.10.1 You cannot return unwanted cables if the warranty sticker is broken on the item or the sealed packageing is broken. These items must stay in their sealed bags.
U,11 In accordance with your rights when you purchase goods online, unwanted products can be returned opened so long as you notify us you want to return them within 14 calendar days from the day of delivery.
U.12 When returned the item must include all original packaging, be in ‘as new’ condition and must not have been used, installed or had any data input on them. You will also be responsible for covering the cost of any return carriage for an unwanted item; the return carriage cost for small items is £7 and larger items up to £100 depending on the item type.
U.13 Please note each TV stores the amount of hours it has been switched on for - If this exceeds 1 hour when returned - no refund will be issued.
U.14 There may also be a re-stocking fee of up to 20% of the purchase price, applied for any items we find that have been opened and used. If you wish to discuss any of your options with us please give us a call so we can confirm these with you.
If you’ve used the product
It’s fine if the product has been unpacked for checking but if it’s been used or installed, we can only give you a partial refund. This can be up to 50% of the product’s cost. If it’s used, then 14 day refund rules will apply. Please note TVs record their view hours, this can be checked when the TV is returned to us.
Faulty products
Your item is under warranty from the date of purchase and any technical issues must be reported to the sales@smartappliancesuk.com in writing with photos of the fault and photos of serial plate.
If your product develops a fault, you have the option of a repair, exchange or refund if the fault occurs within 7 days of delivery. You must notify Smart Appliances UK in writing with evidence i.e. pictures.
You must not continue to use the product as this could cause further damage. If you accept a resolution/fix method by Smart Appliances UK - you can not claim for a full refund - only an exchange or a smart appliances UK voucher.
If the fault with your product occurs within its guarantee period (normally 12 months from delivery) we will offer you a prompt repair service. In all cases we reserve the right to inspect the product and verify the fault.
Obviously we can’t be expected to guarantee against misuse, accident, neglect, commercial use, loss of data stored on any form of writeable/ rewriteable media/ hard drive devices, dead pixels of an amount not covered by the manufacturer’s specifications or normal wear and tear. Please note that if repairs are done by us or authorised agents our guarantee can't apply. This guarantee is in addition to your normal statutory rights.
Products which are booked in for repairs, will on average take 7-28 days, unless parts are not available and need to be orders therefore may take longer.
We advise keeping the original packaging for the length of your warranty in case the product has to be sent to a service centre or back to us.
Save as precluded by law, we will not be liable to you for any indirect or consequential loss, damage or expenses (including loss of profits, business or goodwill) howsoever arising out of any problem you notify to us under this condition and we shall have no liability to pay any money to you by way of compensation other than to refund to you the amount paid by you for the goods in question as above.
Any product that is sold to a business or used for business / commercial purposes is classified as a B2B sale and the warranty period is only 1 month from the date of sale. The conditions above set out under fault products, apply for this period.
Damaged products
When an item (large greater than 15kg) is delivered - it is unpacked by the two man crew and switched on for inspection by the customer. This is the point that the customer is to either accept the goods as per inspection or reject them - just like viewing the item in a shop. Any claim for damage after this will be rejected and returns not accepted. If the item is damaged please take photos, reject the item and email us straight away at sales@smartappliancesuk.com.
- After inspection and signing of the delivery note you cannot claim for any physical damage.
- If you refuse the courier to unpack the goods and you accept the item - you cannot claim for any damage at a later date.
Replacement Items or Parts
Please note - if smart appliances uk need to send any item to a customer for any reason - the item has to be paid for first.
Once the original item is sent back to us by a recorded method of postage we will refund the customer in full. (it is the customers responsibility to ensure the safe complete return of the item back to smart appliances uk).
or
The customer can send the original item back to us by a recorded method of postage - once the original item is back to us then we will post the replacement item.
Cancelling an order
If you wish to cancel an order before delivery please contact us via email sales@smartappliancesuk.com. Once we have received your request, we will contact you to confirm cancellation.
If your item has been dispatched you will be liable for the cost which will vary between £10 for small items and up to £150 for large items such as TVs / white goods.
We reserve the right to recover costs incurred due to your cancelation.
Shipping
We can not be held responsible for failed delivery of an item - we will do our best to mitigate any delays.
We recommend taking physical possession of the TV before hiring third party installers - smartappliancesuk are not liable for costs relating to failed delivery.
It is the customers full responsibility to make sure the item is returned safely and is liable for any damages.
Shipping costs by us are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
Printing and Pricing Errors
In the event a product is listed at a wrong price due to a typographical (human) error or incorrect pricing information received from our suppliers, we have the right to refuse or cancel any orders placed prior to a contract being made.
Refunds
Depending on the situation as stated above regarding your product - refunds can take between 2 - 30 days from the date of being authorised by SmartAppliancesUK LTD. The refund will be paid back to the customer by cheque sent recorded delivery to the billing address or back to the card that was originally used.
Live Chat
Please note that live chat is only the opinion of the operator. This does not form the contract of any sale. Customers must read each product carefully before conducting their own due diligence before making a purchase from smart appliances uk. Your contract with SmartAppliancesUK when making a purchase is within the T&C - NOT any conversation within the live chat feature.
OFFERS
Any offer made for example (but not limited to) - gesture of good will / replacement TV / Discount - to a customer via any method of communication will be terminated after 30 days if no communication has been made between both partys that can be evidenced in that period of time. After this period the offer will be concluded as decline by the customer.
Apple Airpod
This item is under warranty by apple – any faults found please take your airpod and invoice to an apple store where they will repair / replace your item for free. This is the quickest way to have any issue resolved as they have stock at the shop.
If you use your Airpod and / or break the warranty seal on the item then you cannot return the item for a refund due to the item being an oral product. This is stated in comsumer rights legislation. This item is security marked.
ChargeBack
If the custom raises a dispute regarding a product via their credit or debit card for any reason and Smart Appliances UK LTD reject this claim. They must not continue to use the product for the duration until a final outcome has been reached by the card issuer.
The customer aggresses to be fully responsible for the safe keep of the item and are fully liable for any damages or loss during this period.
