Refund policy

Standard online purchases

For eligible UK consumer purchases, you may cancel without giving a reason by telling us within 14 days after the day you receive your goods. You then have a further 14 days to send them back. Email sales@smith-developments.co.uk with your name, order number and a clear statement that you wish to cancel. You do not have to use a particular form.
Contact us for return instructions and the return address. You do not need our permission to exercise a statutory cancellation right. Package the item securely and keep evidence of posting.

Refunds

For a valid cancellation, we will refund the amount due using your original payment method unless otherwise agreed, without charging a refund fee. Where the law permits, we may withhold the refund until we receive the goods or evidence that you have sent them back, whichever is earlier. We will make the refund within the applicable 14-day period. When you cancel the whole order, this includes the cost of our least expensive standard outbound delivery option; an upgrade to a premium delivery service is not refundable beyond that standard amount.

Custom and personalised goods

The change-of-mind cancellation right may not apply to goods genuinely made to your specifications or clearly personalised. We will identify an applicable exception before you order. Making a standard catalogue item after an order is placed does not by itself make it exempt, and selecting a standard option does not automatically establish an exemption.
This exception does not remove your rights if goods are faulty, not as described or otherwise fail to meet the legal requirements. Any separately supplied design service has its own cancellation rules; goods exceptions do not automatically cover a service.

Faulty, damaged or incorrect goods

Contact us promptly with the order number and details of the problem. Statutory remedies may include rejection and refund, repair or replacement, depending on the circumstances. For faulty goods, the short-term right to reject generally lasts 30 days. We will cover reasonable return costs where legally required. These rights apply to qualifying custom goods as well as standard products. Nothing in this policy limits your statutory rights.