Refund Policy
Returns & Refunds Policy
This policy explains our change-of-mind returns process and how we deal with faulty, damaged or incorrectly described goods. Nothing in this policy limits your statutory consumer rights.
Change-of-mind cancellation for online orders
For most goods purchased online, you may tell us that you wish to cancel within 14 days of receiving the goods. After notifying us, you then have a further 14 days to return them.
To start a return, email info@smiddyfurniture.com with your order number. We will confirm the correct return address and instructions. Please do not return goods to a supplier or manufacturer unless Smiddy Furniture has instructed you to do so.
Condition of returned goods
You may inspect an item as you would in a shop. You are responsible for any reduction in value caused by handling beyond what is reasonably necessary to establish the nature, characteristics and functioning of the item.
Please return the item securely packaged. Original packaging is helpful, particularly for furniture and fragile products, but its absence does not automatically remove your statutory cancellation rights.
Return costs
For a change-of-mind return, the customer is normally responsible for the direct cost of returning the goods. Furniture may require a specialist courier because of its size or weight. We will provide or confirm the relevant return arrangements before collection or dispatch.
Smiddy Furniture will cover reasonable return arrangements where goods are faulty, damaged on arrival, incorrectly supplied or not as described, in accordance with your statutory rights.
Refund timing
For a valid change-of-mind cancellation, we will issue the refund within 14 days of receiving the returned goods or receiving evidence that they have been sent back, whichever is earlier. We may withhold the refund until the goods are received or evidence of return is provided.
The refund will be made to the original payment method and will include the price paid and any standard outbound delivery charge paid. Any additional amount paid for an enhanced delivery service is not normally refundable beyond the cost of standard delivery. Your bank or payment provider may require additional time to display the credit.
Non-returnable change-of-mind items
Change-of-mind cancellation rights may not apply to:
- Goods made to the customer’s specifications or clearly personalised
- Gift cards and other items excluded by applicable law
Sale, clearance and discounted items have the same statutory rights as full-price goods.
Faulty, damaged or incorrectly described goods
If an item arrives damaged, is faulty or is not as described, contact us as soon as possible. For visible delivery damage, we ask that you notify us preferably within 24 hours and provide photographs of the item, packaging and delivery label where possible. This helps us resolve courier damage quickly but does not limit your statutory rights.
Depending on the circumstances and applicable law, the remedy may be a repair, replacement, price reduction or refund.
Natural materials
Natural wood and other natural materials can have variations in grain, colour, texture and tone. A normal variation that is consistent with the product description is not necessarily a fault; genuine damage, defects and incorrectly described goods remain covered by your statutory rights.
Contact
Email info@smiddyfurniture.com or telephone 01555 463464, Monday to Friday, 9:00am–5:00pm.
Smiddy Furniture is operated by KW Retail Limited, Stanmore Farm, Lanark, ML11 7RS, United Kingdom. Companies House number SC530241.