Refund policy

1. Refund Eligibility

We offer a 14-day refund period, commencing from the date you receive your item. To be eligible for a refund, you must request it within this 14-day window and provide proof of purchase. Please note that refunds are only available for orders placed directly on www.smoom.co.uk and are not applicable to purchases made through third-party retailers or websites.

2. Initiating a Refund

To initiate a refund request, please contact us at orders@smoom.co.uk within the 14-day period. Once your request is received, you will be instructed on how to return the item. It is important that you follow our instructions carefully:

Return Shipping: You are responsible for the cost of return postage. We recommend using 1st Class Royal Mail or another tracked service of your choice. Items returned without prior authorization or not in accordance with our instructions will not be accepted.

Packaging: Items must be returned in their original packaging, with all original labels and tags attached.

3. Return Process

Refunds are subject to our review and approval. Please note that refunds are at our discretion. Once we receive and inspect the returned item, we will notify you of the refund approval status. If approved, the refund will be processed to your original payment method. Please be aware that it may take additional time for your bank or credit card provider to process and post the refund.

4. Damaged or Incorrect Items

Upon receiving your order, please inspect it immediately. If the item is defective, damaged, or if you have received an incorrect item, contact us at orders@smoom.co.uk immediately. Provide detailed information and, if possible, include photographs of the issue. We will address and resolve the matter promptly.

5. Exceptions and Non-Refundable Items

The following items are not eligible for refunds:

Gift Cards: Refunds are not available for gift cards.

Past the Refund Window: Items returned outside the 14-day refund period will not be accepted.

6. Exchanges

Exchanges are offered at our discretion. If you wish to exchange your product for a different item, please contact us at orders@smoom.co.uk. We will provide instructions based on availability and the nature of the exchange.

7. Contact Information

For any questions regarding our refund policy or to initiate a refund or exchange request, please contact us at orders@smoom.co.uk.

8. Policy Updates

We reserve the right to update or modify this refund policy at any time. Any changes will be posted on our website, and the updated policy will apply to all transactions occurring after the effective date.