Returns and Refunds Policy

At Smart Kitchen Appliances, we want you to be satisfied with your purchase. This policy explains your rights and responsibilities when cancelling an order, returning an unwanted product, or reporting a damaged, incorrect or faulty item.

Nothing in this policy affects your statutory rights under UK consumer law.

1. Cancelling an order before dispatch

You may request to cancel your order before it has been dispatched by emailing:

support@smartkitchenappliances.co.uk

Please include your name, order number and details of the product you wish to cancel.

We process orders promptly and cannot guarantee that we will be able to stop an order once it has entered our fulfilment or dispatch process.

If your order has already been dispatched, you will need to return it in accordance with the unwanted returns procedure below.

2. Our 14-day unwanted returns policy

You have the right to cancel most online orders without giving a reason.

You must notify us that you wish to cancel within 14 days beginning on the day after you receive your order.

Where an order contains multiple products delivered separately, the cancellation period begins on the day after you receive the final product.

After notifying us of your cancellation, you must return the product to our authorised returns address without undue delay and no later than 14 days after the date on which you informed us of your decision to cancel.

We do not offer an extended change-of-mind returns period beyond your statutory cancellation rights.

To request a return, email:

support@smartkitchenappliances.co.uk

Please include:

• Your full name;

• Your order number;

• The product you wish to return; and

• The reason for the return, where you are willing to provide one.

You do not have to provide a reason when exercising your statutory right to cancel.

Do not return a product until we have provided you with the correct returns address and return instructions.

3. Returning an unwanted product

Customers are responsible for arranging and paying for the return of unwanted products.

Smart Kitchen Appliances does not provide or arrange collection services for unwanted or change-of-mind returns.

You must use a suitable, reputable, tracked and insured delivery service. The delivery service must be appropriate for the product’s value, weight and dimensions.

You are responsible for the product until it is safely received at our authorised returns address.

We are not responsible for products that are lost or damaged during return delivery because they were:

• Inadequately packaged;

• Sent using an unsuitable delivery service;

• Insufficiently insured; or

• Sent to an incorrect or unauthorised address.

Original manufacturer packaging is designed to protect the appliance during transport and should therefore be retained until you are certain that you intend to keep the product.

4. Condition of unwanted returns

You may inspect a product to establish its nature, characteristics and basic operation in the same way that you would reasonably be permitted to inspect it in a physical shop.

Returned products should include:

• The appliance or main product;

• All accessories and attachments;

• Instruction manuals and documentation;

• Internal packaging and protective inserts;

• Original manufacturer packaging;

• Promotional products and complimentary gifts; and

• Any other item originally supplied with the order.

The product should be returned clean, complete and without avoidable damage, marks, scratches, odours, food residue or signs of excessive use.

Opening the packaging or carrying out a reasonable inspection does not automatically prevent you from returning a product.

5. Deductions for used, damaged or incomplete returns

We may reduce your refund where the value of a returned product has been diminished because it has been handled or used beyond what was reasonably necessary to inspect it.

Where an unwanted product is returned in a condition that prevents it from being resold as new, we may deduct up to 25% of the product’s purchase price from your refund.

Any deduction will be based on the condition of the individual product and the reduction in its value. It is not an automatic charge applied to every opened return.

A deduction may be made where, for example:

• The product has been used to prepare food or drink;

• Food, liquid, grease, residue or odours are present;

• The product is scratched, marked, dented or otherwise damaged;

• Accessories, attachments or components are missing;

• Instruction manuals or product documentation are missing;

• Protective packaging or essential internal packaging is missing;

• The product has been incorrectly assembled or installed;

• Protective films have been unnecessarily removed;

• The product has been altered or modified;

• The product has not been adequately cleaned;

• The manufacturer’s box has been unnecessarily damaged; or

• The product cannot reasonably be resold as new because of the customer’s handling.

No deduction will be made simply because the packaging has been opened where the product has only been handled as reasonably necessary to inspect it.

If the reduction in value is less than 25%, the deduction will be limited to the reasonable reduction in value.

This section applies only to unwanted or change-of-mind returns. It does not apply where a product is confirmed to be faulty, damaged when delivered, incorrectly supplied or not as described.

6. Food preparation appliances

Food preparation appliances must be thoroughly cleaned before being returned.

This includes, but is not limited to:

• Stand mixers;

• Food processors;

• Blenders;

• Juicers;

• Coffee machines;

• Kettles;

• Toasters;

• Grinders; and

• Other appliances that come into contact with food or drink.

We may be unable to safely inspect or handle products returned in a seriously unhygienic or contaminated condition.

A reasonable deduction may be made where cleaning, food residue, staining or contamination reduces the product’s resale value.

This does not affect your statutory rights where a product is faulty or otherwise fails to comply with UK consumer law.

7. Products excluded from unwanted returns

The right to cancel may not apply to certain products, including:

• Products made to your specifications;

• Clearly personalised products;

• Sealed products that are not suitable for return for health protection or hygiene reasons once unsealed;

• Goods that deteriorate or expire rapidly;

• Opened or partly used consumable products;

• Products that have become inseparably mixed with another product after delivery; and

• Any other goods excluded from cancellation rights under applicable law.

These exclusions do not affect your rights where a product is faulty, damaged, incorrectly supplied or not as described.

8. Bundles, promotions and complimentary products

Products purchased as part of a bundle or promotional offer must normally be returned together to receive a full refund.

If you return only part of a discounted bundle, we may recalculate the price of the products you keep using their applicable individual selling prices. The difference may be deducted from your refund.

Any complimentary product, promotional accessory or free gift supplied with the returned product must also be returned.

If a complimentary or promotional product is not returned, we may deduct its reasonable selling value from your refund.

9. Delivery charges for unwanted returns

When you cancel an entire eligible order, we will refund the cost of our least expensive standard delivery option.

If you selected an enhanced delivery service, including next-day, timed, weekend or premium delivery, we will not refund the additional amount paid above the cost of standard delivery.

If you return only part of an order, the original delivery charge may not be refunded where the same delivery charge would have applied to the products you have kept.

The customer is responsible for all direct return delivery costs associated with an unwanted return.

10. Damaged, incorrect or incomplete deliveries

Please inspect your delivery as soon as reasonably possible.

If a product arrives damaged, you receive the wrong product, or any components are missing, contact us promptly at:

support@smartkitchenappliances.co.uk

Please provide:

• Your name and order number;

• A description of the problem;

• Photographs of the external packaging;

• Photographs of the delivery label;

• Photographs or video showing the damage or incorrect product;

• The product model and serial number, where available; and

• Details of any missing accessories or components.

Please retain the product, all packaging and all accessories while we investigate.

Do not install, connect or use a visibly damaged product unless we have confirmed that it is safe to do so.

Reporting visible damage within 48 hours assists us in making a claim against the delivery company. Failure to report the matter within 48 hours does not remove your statutory rights.

Where we confirm that a product was damaged during delivery, incorrectly supplied or incomplete, we will provide an appropriate remedy.

We will also bear the reasonable cost of returning a product that was damaged when delivered or incorrectly supplied. You must contact us and obtain approval before arranging an unusually expensive return service.

11. Faulty products

Products supplied by Smart Kitchen Appliances must be of satisfactory quality, fit for their intended purpose and as described.

If you believe that your product is faulty, contact:

support@smartkitchenappliances.co.uk

Please provide your order number, a description of the fault, photographs or video where appropriate, the product’s serial number and details of any error messages.

Do not return a product before receiving return instructions.

Depending on the circumstances, we may request further information, carry out troubleshooting or arrange for the product to be inspected by the manufacturer or an authorised service provider.

Faults reported within 30 days

Where a product is confirmed to be faulty and you exercise your statutory short-term right to reject it within 30 days, you may be entitled to a full refund.

We may inspect or test the product to verify the reported fault before issuing the refund.

Faults reported after 30 days

After the initial 30-day period, the usual statutory remedy is a repair or replacement.

Where a repair or replacement is not possible, is unsuccessful, is not provided within a reasonable time or would cause significant inconvenience, you may be entitled to a price reduction or refund in accordance with your statutory rights.

Smart Kitchen Appliances will bear the reasonable return costs for products that are confirmed to be faulty.

Because we do not routinely provide a collection service, you must contact us before returning a faulty product so that an appropriate return method and reasonable cost can be agreed.

12. No fault found

If a returned product is inspected and no manufacturing fault is found, we will contact you with the outcome.

Where permitted, we may charge reasonable return, inspection or redelivery costs if the reported problem was caused by:

• Incorrect installation or assembly;

• Misuse or accidental damage;

• Failure to follow the manufacturer’s instructions;

• Unauthorised alterations or repairs;

• Normal wear and tear;

• Inadequate cleaning or maintenance;

• An unsuitable electrical or water supply;

• Wi-Fi, internet or third-party application issues;

• External equipment or services; or

• Another matter that is not an inherent product fault.

We will not impose such charges where doing so would conflict with your statutory rights.

13. Manufacturer guarantees

Some products include a manufacturer’s guarantee or an extended guarantee that requires registration.

Manufacturer guarantees operate in addition to your statutory rights and do not replace our legal obligations as the retailer.

Where appropriate, we may liaise with the manufacturer or its authorised service provider to diagnose a fault, provide technical support or arrange a repair.

Manufacturer guarantees may not cover accidental damage, misuse, incorrect installation, unauthorised repair, commercial use, cosmetic damage or failure to follow the manufacturer’s instructions.

14. Refunds

Refunds will be made to the original payment method.

For unwanted returns, we may withhold the refund until:

• We have received the returned product; or

• You provide satisfactory evidence that the product has been sent to the authorised returns address,

whichever occurs first.

Once the relevant conditions have been met, we will process your refund without undue delay and normally within 14 days.

Your bank, card provider or payment provider may take additional time to display the refund in your account.

Refunds will not normally be issued to a different card, bank account or person.

15. Exchanges

We may offer an exchange where appropriate and where replacement stock is available.

If the replacement product has a different price, you will be required to pay the difference or we will refund the difference, as applicable.

We may process an exchange as a returned order followed by a separate new order.

16. Failed or refused deliveries

Customers are responsible for supplying a complete and accurate delivery address and ensuring that someone is available to accept delivery where required.

Where an order is returned because:

• An incorrect or incomplete delivery address was provided;

• Delivery was repeatedly attempted without success;

• The recipient refused an undamaged and correctly supplied delivery; or

• The product was not collected from the delivery company,

we may deduct reasonable return, storage and redelivery costs from any refund.

This does not apply where delivery was reasonably refused because the product was visibly damaged or the wrong product was supplied.

17. Smart and connected products

Before returning a smart or connected product, you should:

• Sign out of your personal accounts;

• Remove the appliance from associated applications;

• Disconnect it from your Wi-Fi network;

• Remove any saved personal information; and

• Perform a factory reset in accordance with the manufacturer’s instructions.

Do not carry out a factory reset if it could remove information needed to demonstrate a reported fault without first contacting us.

We are not responsible for personal information left on a returned product where you had a reasonable opportunity to remove it.

18. Unauthorised returns

Products must not be sent back without first contacting us and receiving return instructions.

Do not return products to our business address, suppliers, manufacturers or any other address unless we have specifically authorised that address for the return.

We are not responsible for delays, loss or additional costs resulting from a product being sent to an incorrect or unauthorised address.

Providing return instructions does not automatically confirm that a refund is due. Returned products remain subject to inspection.

19. Contact us

For order cancellations, returns, damaged deliveries, faults and refund enquiries, contact:

Smart Kitchen Appliances
204–206 Derby Road
Stapleford
Nottingham
NG9 7AY

Email: support@smartkitchenappliances.co.uk

Please include your order number in all correspondence.

20. Model cancellation form

You may use the following form to cancel an eligible online order, although you are not required to use it.

To:
Smart Kitchen Appliances
204–206 Derby Road
Stapleford
Nottingham
NG9 7AY

Email: support@smartkitchenappliances.co.uk

I hereby give notice that I cancel my contract for the sale of the following goods:

Product or products:
[Insert product details]

Order number:
[Insert order number]

Date ordered:
[Insert date]

Date received:
[Insert date]

Customer’s name:
[Insert full name]

Customer’s address:
[Insert address]

Customer’s signature:
[Only required if submitted on paper]

Date:
[Insert date]

21. Changes to this policy

We may update this Returns and Refunds Policy from time to time.

The policy applying to an order will normally be the version published on our website when that order was placed.

Nothing in this policy excludes or restricts any consumer rights that cannot legally be excluded or restricted.