Customer Satisfaction Complaints & Returns

At Smart Living Wholesale Ltd, we are committed to delivering quality products and reliable service. This Returns & Refund Policy outlines your rights under UK consumer law and explains how we handle cancellations, returns, and refunds across all our sales channels.

Our Commitment

We aim to provide a hassle-free returns experience. Whether you purchased from our website or a third-party platform, we strive to ensure your concerns are resolved promptly and fairly. Our policy complies with all applicable UK consumer protection laws, including the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.

Scope & Eligibility

This policy applies to items sold and fulfilled directly by Smart Living Wholesale Ltd, including those purchased on:

– Our official website: www.smart-living.co.uk

– Authorised third-party platforms such as Amazon, eBay, Debenhams and others.

Important distinctions:

– If the product was sold and fulfilled by Smart Living Wholesale Ltd, this policy applies fully.

– If the product was sold by Smart Living Wholesale Ltd but fulfilled by a third party (e.g., via Amazon FBA), you must follow the returns process of that platform.

– If the product was not sold by Smart Living Wholesale Ltd, please contact the seller you purchased from directly.

Any items mistakenly returned to us that are not eligible under this policy are held at the sender’s own risk. We are not responsible for their safekeeping and may dispose of them if unclaimed after 7 days of receipt.

Your Rights Under UK Law

Your legal rights are protected under the following:

– Consumer Contracts Regulations 2013: You can cancel your order for most goods bought online within 14 days of delivery.

– Consumer Rights Act 2015: Goods must be of satisfactory quality, fit for purpose, and as described. If not, you are entitled to a refund, repair, or replacement.

Nothing in this policy affects your statutory rights.

Cancellation Rights (Distance Selling)

You may cancel your online order of standard (non-personalized) items:

– Notify us within 14 days of receiving the item.

– Return the item within 14 days of cancellation notice.

– Goods must be unused, undamaged, with all labels/tags, and in original, saleable packaging.

– Return shipping is at your expense unless otherwise agreed.

– Refunds are issued within 14 days of receiving the returned item.

Initial delivery charges (if applicable) will only be refunded if the order is cancelled prior to dispatch.

Damaged, Faulty or Incorrect Items

If your order arrives faulty, damaged, or incorrect:

– Contact us within 30 days of receipt.

– We will offer a free return or collection service, depending on item size and location.

– You may choose a replacement, exchange, or full refund.

– Refunds are processed within 14 days of receiving the item or confirming the fault.

This complies with the Consumer Rights Act 2015.

Change of Mind (Unwanted Items)

If you no longer want your item:

– Notify us within 14 days of delivery.

– Return the item within 30 days of receipt.

– Items must be unused, undamaged, with all labels/tags, and with original, saleable packaging.

– Return postage is at your expense unless otherwise agreed.

– We recommend using a tracked or signed-for delivery service.

Refunds will be processed within 14 days of receiving the return or proof of postage.

How to Return an Item

To initiate a return:

– Contact us via email (support@smart-living.co.uk) or phone with your order number and reason for return.

– Wait for confirmation and instructions before sending anything.

– Pack the item securely with original packaging and accessories.

– If eligible, use the prepaid return label provided, or arrange your own return.

– Return Address:

Smart Living Wholesale Ltd
Unit 2, Block 5
Grazebrook Industrial Park
Peartree Lane
Dudley
DY2 0XW
United Kingdom

Non-Returnable Items

We are unable to accept returns of:

– Personalized or custom-made items.

– Items returned outside the eligible return period.

– Items not purchased directly from Smart Living Wholesale Ltd.

Unclaimed or Ineligible Returns

Items returned to us in error (e.g. not purchased from us):

– Must be collected within 7 days of our receiving them.

– Are returned at your own risk; we are not responsible for condition or storage.

– May be disposed of after 7 days without further notice.

Contact Us

For questions or to initiate a return, contact us:

Phone: 01384 521170 (Mon–Fri, 10:30–18:00)

Email: support@smart-living.co.uk

Website: www.smart-living.co.uk

Please Note – Seller Rights:

In accordance with UK consumer law, we reserve the right to inspect returned items before processing a refund. If the item is not returned in a resaleable (sellable) condition, or if it has been used, damaged, or altered in any way, we may reject the return or apply a partial refund. This is to ensure fairness and compliance with legal standards.

Legal Rights

Nothing in this policy affects your statutory rights under UK law, including:

– Consumer Rights Act 2015

– Consumer Contracts Regulations 2013

Policy Updates

We may update this policy from time to time. Changes will not affect your statutory rights.

Refund Timeline:

Returned parcels usually take 3–7 working days to reach us. They are first sent to a central depot, then forwarded to our warehouse for inspection.

All refunds will be issued within 14 days of either the cancellation of your order or the receipt of the returned goods, whichever is later.

Initiate Return:

In order to start the Automatic Returns, Please Click Here 

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