Request a Refund

Smithers 14-Day Refund Policy

At Smithers of Stamford, we strive to ensure you’re delighted with your purchase. However, we understand that sometimes you may change your mind. That’s why we offer a straightforward returns and refunds process, provided you follow the guidelines outlined below.

Refunds Before Delivery (UK Only)

If you wish to cancel your order before it has been delivered, we offer the following options:

1. Cancellation Within 24 Hours of Ordering:

   • If you cancel your order within 24 hours of placing it, we will issue a full refund, no questions asked.
   • Refunds are processed within 3–4 working days from the date of your cancellation request.

2. Cancellation After 24 Hours:

   • If more than 24 hours have passed, your item may already be in the processing stage. In this case, cancellation is not possible, and you will need to wait for the delivery. Once the item arrives, you can initiate a return (see "Refunds After Delivery" below).

Refunds After Delivery (UK Only)

To qualify for a refund after receiving your item, please adhere to the following steps:

1. Return Request Timeline:

   • Customers must contact us within 14 days of receiving their order to initiate a return.
   • Requests made after the 14-day period will not be eligible for a refund.

2. Condition of Returned Items:

   • Items must be returned in their original packaging and in unused, perfect condition to be eligible for a refund.
   • Any item that is not in re-sellable condition or lacks the original box will not qualify for a refund.

3. Postage and Return Deadline:

   • Returns must be sent back within 14 days of the delivery date.
   • Customers are responsible for the cost of return postage.

Important Notes on Refunds

• Original Packaging:

  • All items must be returned in their original box. Refunds cannot be processed without this packaging.

• Timeframe for Processing Refunds:

  • Refunds are processed within 3–5 working days by our accounts team.
  • Once processed, it may take 5–7 additional working days for the funds to appear in your account, depending on your payment provider.

Important Notice for International Deliveries

For our international customers, please be aware of the following policies:

1. Refused Deliveries:

   • If you refuse delivery after two attempts, the package will be returned to us by DHL or FedEx.
   • In such cases, Smithers is not liable for the goods or return shipping costs.

2. Unaccepted Deliveries:

   • If you fail to accept delivery, we will not issue a refund for the order.
   • Please ensure someone is available to receive your package to avoid additional costs or loss of goods.

For assistance with international shipments, contact us directly.

Faulty Goods Policy

We take great care to ensure your items arrive in perfect condition. However, in the rare event that you receive a faulty or damaged product:

• Check Goods Immediately:

  • Inspect your items upon arrival.
  • Report any damage or faults within 24 hours of signing for the delivery.

• Reporting Damages:

  • Claims submitted after the 24-hour period cannot be accepted, and Smithers of Stamford will not be held liable.

Made-to-Order Items

Please note that custom commission orders cannot be canceled after payment has been made. These items are crafted specifically for you and are therefore non-refundable.

Contact Us for Assistance

If you have further questions about our refund policy or need assistance with a return, please don’t hesitate to reach out:

• Phone: +44 1733 253428
• Email: contact us

At Smithers, we’re here to help make your experience as seamless as possible.