Politique de remboursement
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return, however, made on demand products are non returnable unless goods are faulty.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. Images of fault would be helpful.
To start a return, you can contact us at smhdesign@hotmail.co.uk. Please note that returns will need to be sent to the address supplied on request.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at smhdesign@hotmail.co.uk.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like (*) made to order items, perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Made to Order Items are Non-returnable
The majority of products offered for purchase by Smh Design Ltd are made to order and are non-returnable. Contrado is the company who supplies products for Smh Design Ltd for interiors, accessories and activewear. Below are Contrado's Terms and Conditions regarding made to order goods and their non-returnable policy, which Smh Design Ltd comply with.
(*) Contrado (https://www.contrado.co.uk/) Terms and Conditions for made to order items (*) -
- Within 30 minutes: we wait 30 minutes after you place your order before we start production. Within these 30 minutes you are welcome to contact us via live chat if you wish to edit your order or if you change your mind. Our friendly customer service team will be more than happy to help and can offer a full refund if you decide to cancel. If at any point within these 30 minutes you proceed with your order by using the "Check Design" function in your account this will be confirmation that you are happy with production to go ahead. From the point you click "Proceed", edits, changes, or cancellations are not possible any longer and we cannot provide any refund.
- After 30 minutes: we handmake every product and personalise it to order, so as soon as we start production of your bespoke items, we have already invested into the ink, transfer paper, materials, and the workforce time specifically for your order. Due to this it is sadly too late to make any changes to your order or to edit your design. If you still wish to cancel after 30 minutes of placing an order, a mandatory 20% charge will incur.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. Exception to this is made on demand products.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification (* exceptions apply). As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at smhdesign@hotmail.co.uk.