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We know that you will be pleased with your purchases from Smart Haus. However, there may be occasions when you will need to return items to us. You can request a return by contacting us
If you have simply changed your mind about any item ordered and you wish to return it, no problem! In the unlikely event you’re not satisfied with anything, let us know and we’ll see if we can help. If you’re still sure you’re unhappy with something you can return the items as per below.
In line with the Consumer Contract (ICAC’S) Regulations you have a cooling off period where an item can be returned within 14 days following the day after you receive your item. The item must be ‘as new’ when returned to us with all the original packaging and accessories. You must return the item to us at your cost. Once you’ve informed us that you wish to return your item, you have 30 days to return it. Once the item is received by us and checked for condition, we’ll issue a full refund for the product to your original payment method. Please also make sure the item is returned securely packaged and if the item has retail packaging, please make sure this is protected so it still appears new when it arrives back to us.
If any items were damaged in transit, we ask that you report it to us within seven working days. If the items are visibly damaged on receipt, we recommend that you record this on the carrier’s delivery note. Items should be returned in their original packaging, where possible, complete with all accessories and documentation. If the original packaging is damaged beyond reuse, items should be returned in suitable packaging to ensure the item is not damaged in transit.
Once received back, we’ll issue a replacement or full refund to you via your original payment method and reimburse your reasonable return carriage costs. What is a reasonable return carriage costs depends on the size and weight of the return. The method and cost of return should first be agreed with Smart Haus before returning the item.
Items excluded from warranty or D.O.A.:
If your purchases are faulty on arrival, we request that you inform us within 14 days of receipt if you wish to receive a full refund. Once authorised by Smart Haus, faulty items will be issued a R.M.A. number and should be made available for collection or returned in their original packaging complete with all accessories and documentation. Once we have verified the fault, we’ll issue a replacement or full refund to you via your original payment method. If you have declined to use our free collection service by means to return the item, we will reimburse you for reasonable return carriage costs. What constitutes a reasonable return carriage costs depends on the size and weight of the item. The method and cost of return should first be agreed with Smart Haus before returning the item. We test returned items, and if a returned item is found not to be faulty by our technicians, we will return the item to you, in this instance you will be liable for the return carriage costs. Items returned without a R.M.A. number will not be refunded.
If any of your purchases develop a fault, and it’s more than 30 days since receipt, then provided your item is within its warranty period, you are entitled to a warranty repair or replacement. Smart Haus will always accept your item back within the first 12 months to assess the fault. If the item is faulty, not through fault of any warranty exclusions, we’ll fix it, replace it or give you all or some of your money back depending on how long the product might reasonably be expected to last.
We request that you inform us as soon as possible if your item develops a fault. Once authorised by Smart Haus, faulty items will be issued a R.M.A. number and should be returned in adequate packaging complete with all accessories through a suitable courier method.
As a consumer, you have legal rights in relation to products which are faulty, not as expected, of satisfactory quality, or fit for purpose. We offer resolutions according to the timelines outlined by the Consumer Rights Act 2015. Nothing in these terms will affect your legal rights.
We are always happy to assist customers directly with any queries or complaints. Please contact us in the first instance with any issues. If you are not satisfied with the way that we resolve any issue which you raise, please contact Citizens’ Advice Consumer Service who will be able to provide further guidance.
