Overview

This page explains how to return items purchased from SMC Services and how refunds are handled.
Please read this policy carefully before making a purchase. By placing an order, you confirm that
you have read and agree to this Returns & Refunds Policy.

How to Request a Return

If you have an online account

If you created an account when ordering, the quickest way to request and track a return is through
your online account.

Go to My Account and log in using your details.
To start a new return, click Request Return or go directly to
Request Return and complete the form.
To see all your requests and their progress, click My Returns in your account
or go to My Returns.

In your request, please include as much detail as possible about the items you wish to return and
the reason for the return. You can also upload photos where requested (for example, if something
arrived damaged).

If you checked out as a guest or ordered by phone

If you do not have an online account, you can still request a return. Please contact us with:

Your order number
Your full name and contact details (telephone and email)
The item(s) you wish to return
The reason for the return
Clear photos, if the item is damaged or appears faulty

You can provide this information by phone, email, WhatsApp or via our contact page, and our team
will guide you through the next steps.

Before You Order – Important Information

We supply a wide range of spare parts and components for domestic appliances. Many parts look
similar but are not interchangeable. It is your responsibility to ensure that the part you order
is suitable for your specific appliance model.

If you are unsure, we strongly recommend contacting us before placing an order so we can help you
confirm compatibility and avoid unnecessary returns and charges.

Eligibility for Returns

Unless the item is faulty, a return is only possible when all of the following apply:

The item was purchased directly from SMC Services.
The item is returned within 14 days of delivery.
The item is in its original, unopened packaging, unused and in
resalable condition.
All accessories, labels and documentation are included.

For correctly supplied items that you no longer want, or that were ordered in error, a
25% restocking fee will be applied to any refund, and original delivery charges
are non-refundable.

Non-Refundable and Restricted Items

For safety and quality reasons, we cannot accept returns or offer refunds in the
following situations (except where required by law for proven manufacturing faults):

Parts that have been opened, used, fitted or installed.
Electrical or electronic components where seals have been broken.
Items that are damaged due to incorrect installation or misuse.
Special order items that we have sourced specifically at your request.

Where special order items can be accepted back, this will be entirely at our discretion
and may be subject to higher restocking fees.

Installation and Warranty

Many appliance parts require specialist knowledge and tools to fit safely and correctly. We
strongly recommend that complex or electrical parts are installed by a suitably qualified
engineer.

Any warranty may be invalidated if a part fails due to:

Incorrect installation or wiring.
Being fitted to an appliance with an underlying fault that has not been diagnosed or corrected.
Misuse, physical damage or modification of the part.

We may request reasonable evidence of professional installation (for example, an invoice from an
engineer) when assessing warranty claims on complex components.

Faulty or Damaged Items

If your item arrives damaged or you believe it is faulty, please contact us as soon as possible so
we can help. Wherever possible, please:

Tell us your order number and the part number.
Describe the problem in simple terms.
Provide clear photos of the item, packaging and any visible damage.

Reporting issues promptly (ideally within 48 hours of delivery for damage in
transit) helps us resolve problems quickly with you and with our delivery partners.

What Happens After You Submit a Return Request

Whether you submit your request through Request Return in your account or via
another contact method, the process is broadly the same:

We review your request. Our team checks the details, including the item, the
reason for return and any photos provided.
We confirm approval or ask for more information. In some cases we may ask for
additional photos, installation details or appliance information.
If approved, we send return instructions. We will confirm the return address,
any reference or return number you must include, and any specific packaging requirements.
You send the item back. You are responsible for arranging and paying for
return shipping unless we have agreed otherwise. We strongly recommend a tracked and insured
service.
We inspect the returned item. We check that it matches the original order and
complies with this policy (for example, unopened, unused and resalable, or genuinely faulty).
We process your refund or explain our decision. If your return is approved, we
process the refund as set out below. If we cannot accept the return, we will explain why.

If you have an online account, you can view the status of your request at any time under
My Returns.

Refunds

When a refund is approved, it will normally be:

Issued to the original payment method used at checkout.
Processed within approximately 5–7 business days after we have received and
inspected the returned item.

For change-of-mind or incorrectly ordered items that meet our return conditions, the refund will
be made minus:

A 25% restocking fee.
The original delivery cost (this is non-refundable).
Any reasonable deductions for missing or damaged packaging, accessories or documentation where
applicable.

Once we have processed the refund, your bank, card provider or payment service may take
additional time to show it on your statement.

If You Are Unsure – Please Contact Us

Choosing appliance parts can be confusing, and returns can be costly if the wrong item is ordered
or opened. If you are unsure which part you need, or whether your item is eligible for return,
please contact us before ordering or before opening any packaging.

You can reach our team by phone, email or WhatsApp using the details on our
Contact page, or by using your
My Account area if you have one.

Last updated: October 2024

By continuing to use our shop and services you confirm that you have read and agree to this
Returns & Refunds Policy.