Return & Refund Policy

Thank you for shopping with SMR (“we”, “our”, “us”).
We want you to be fully satisfied with your purchase.
This Return & Refund Policy explains your rights under UK consumer law and sets out how we handle returns,
exchanges, cancellations, and refunds for purchases made via smrltd.co.uk .

By placing an order with us, you agree to this Return & Refund Policy.

1. Your Statutory Rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015, Consumer Contracts (Information,
Cancellation and Additional Charges) Regulations 2013, or any other applicable UK law.
If you are a consumer (not a business customer), you have legal rights regarding goods that are faulty, not as described, or unfit for purpose.

If you are a business customer, different rules apply (see section 7 below).

2.1. Consumers Only

If you are a consumer purchasing goods online, you have the right to cancel your order within 14 calendar days after receiving your goods — this is known as your “cooling-off period.”

You don’t need to give a reason for cancellation during this period, although your feedback helps us improve.

To exercise this right, you must contact us in writing before the 14-day period expires. You can email us at:
📧 info@smrltd.co.uk

2.2. Exceptions to the Right of Cancellation

You cannot cancel an order under the cooling-off period for:

  • Goods made to your specification or clearly personalised;

  • Goods liable to deteriorate or expire rapidly;

  • Goods that have been unsealed and are not suitable for return due to hygiene reasons;

  • Digital downloads or software once the download or access has begun (with your consent);

  • Services once fully performed (with your consent to start before the cooling-off period ends).

2.3. If You Cancel Before Dispatch

If you cancel before the order is dispatched, we’ll issue a full refund including any standard delivery charges.

2.4. If You Cancel After Receiving Goods

You must return the goods to us within 14 days of notifying us of your cancellation.
Returned goods must be unused, in their original condition and packaging, and include all accessories and manuals.

To return goods, please contact us first at info@smrltd.co.uk Or call at +44 7532746565 to obtain a Return Authorisation.
We’ll provide you with instructions on how and where to send the items back.

You are responsible for the cost of returning goods unless:

  • The goods are faulty, damaged, or not as described; or

  • We delivered the wrong item.

We recommend using a tracked or insured postal service, as we cannot be held responsible for items lost in transit.

4.1. Processing Refunds

Once we receive your returned goods and verify their condition, we’ll process your refund within 14 days of receiving them.

Refunds will be issued to your original method of payment (e.g. debit/credit card, PayPal).

If the returned goods are not in their original condition (damaged, used, or missing parts), we may deduct a reasonable amount to cover the loss in value.

4.2. Delivery Charges

If you cancel your entire order within the cooling-off period, we will refund the standard delivery charge you paid (not premium delivery upgrades).

If only part of an order is returned, delivery charges will not be refunded.

4.3. Late or Missing Refunds

If you haven’t received a refund within 14 days, please check your bank or PayPal account first.
If the refund isn’t visible, contact your payment provider, then contact us at:
📧 info@smrltd.co.uk

If you receive an item that is:

  • Faulty (not working properly),

  • Damaged in transit, or

  • Incorrect (not what you ordered),

please contact us within 48 hours of delivery at [Insert email] with:

  • Your order number,

  • A brief description of the issue,

  • Photos showing the fault or damage (if applicable).

Once we confirm the issue, we’ll offer one of the following (at no cost to you):

  • A replacement,

  • A repair, or

  • A full refund.

You may be asked to return the faulty item. In such cases, we’ll cover the reasonable return postage cost.

If you wish to exchange an item for a different model, colour, or size, please contact us within 14 days of receipt.
We’ll confirm availability and next steps.
Return postage costs for exchanges are typically your responsibility unless the item was faulty or incorrect.

Where goods or services are purchased for business use or by a company (not a consumer):

  • Orders are non-cancelable once confirmed;

  • Refunds are only available if goods are proven to be faulty or not as described;

We cannot accept returns for the following:

  • Custom or made-to-order products;

  • Software, digital downloads, or licenses once accessed;

  • Personal protective equipment (PPE) or hygiene items once unsealed;

  • Items returned after the stated period.

If you purchased a service (not goods), you may cancel it within 14 days of purchase, unless you have agreed for the service to start immediately.
If you cancel after we’ve started work (with your consent), you’ll be charged proportionally for the work completed up to the time of cancellation.

Reason for ReturnWho Pays Return ShippingRefund Includes DeliveryRefund Timeframe
Cancelled within 14 days (unused)CustomerYes (standard delivery only)Within 14 days of return
Faulty or wrong itemSMR LtdYesWithin 14 days of confirmation
Late or missing refundN/AN/AContact us after 14 days

If you have any questions about our Return & Refund Policy or need help with your order, please contact us:

SMR Ltd
📍  49 Ayresome Park Road
     Middlesbrough, TS5 6AS, United Kingdom
📧 info@smrltd.co.uk
📞 +44 7532746565
🌐 www.smrltd.co.uk

Note:
This Return & Refund Policy applies only to orders placed directly through smrltd.co.uk.
If you purchased our products or services through a third party, please contact that seller directly.