Customer Satisfaction Complaints & Returns

Smart Living Wholesale Ltd

At Smart Living Wholesale Ltd, we are committed to delivering quality products and reliable service. This policy explains your rights under UK consumer law and outlines how we handle cancellations, returns, refunds, and incorrectly returned goods.

Nothing in this policy affects your statutory rights.

Legal Framework

This policy complies with:

  • Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
  • Consumer Rights Act 2015
  • Sale of Goods Act 1979 (where applicable to certain business transactions)

Key legal provisions include:

  • Right to cancel distance contracts within 14 days (Consumer Contracts Regulations 2013, Regulations 29–34).
  • Goods must be of satisfactory quality, fit for purpose, and as described (Consumer Rights Act 2015, Sections 9, 10 & 11).
  • Short-term right to reject faulty goods within 30 days (Consumer Rights Act 2015, Sections 20–22).
  • Traders may reduce refunds where goods have diminished in value due to excessive handling (Consumer Contracts Regulations 2013, Regulation 34(9)).

Scope of This Policy

This policy applies to goods sold and fulfilled directly by Smart Living Wholesale Ltd, including purchases made via:

  • Our official website: www.smart-living.co.uk
  • Authorised third-party platforms such as Amazon, eBay, Debenhams, B&Q and other marketplaces where we are the named seller

Important distinctions:

  • If your order was fulfilled by a third-party logistics provider (e.g., marketplace fulfilment services), you must follow that platform’s return procedures.
  • If the product was not sold by Smart Living Wholesale Ltd, you must contact the seller directly.

Cancellation Rights (Distance Selling – Change of Mind)

Under the Consumer Contracts Regulations 2013 (Regulations 29–34), you have the right to cancel most online purchases within 14 days of delivery.

To exercise this right:

  • Notify us within 14 days of receiving the goods.
  • Return the goods within 14 days of cancellation.
  • Goods must be unused and in resaleable condition with original packaging.

Return Costs

Under Regulation 35, the consumer bears the cost of returning goods unless the trader agrees otherwise.

Accordingly:

  • Return postage is the customer’s responsibility.
  • We recommend using a tracked or signed-for delivery service.

Refund Timing

Under Regulation 34:

  • Refunds are issued within 14 days of receiving the returned goods (or evidence of return).
  • Standard outbound delivery charges are only refunded if cancellation occurs before dispatch.

We reserve the right to reduce refunds where goods show diminished value due to excessive handling (Regulation 34(9)).

Faulty, Damaged or Incorrect Goods

Under the Consumer Rights Act 2015 (Sections 9–11), goods must:

  • Be of satisfactory quality
  • Be fit for purpose
  • Match their description

If goods fail to meet these requirements:

Short-Term Right to Reject

Under Sections 20–22 of the Consumer Rights Act 2015, you may reject faulty goods within 30 days of delivery and request a full refund.

Free Return Label Policy

A prepaid return label will ONLY be provided if:

  • The item was delivered damaged; OR
  • The item delivered is incorrect and does not match the order placed.

This aligns with Section 20(8) of the Consumer Rights Act 2015, which requires traders to bear return costs for faulty or incorrect goods.

No free return labels are provided for change-of-mind returns.

Available Remedies

Following inspection, you may choose:

  • Repair (Section 23)
  • Replacement (Section 23)
  • Refund (Section 20)

Refunds will be processed within 14 days of confirmation of fault or receipt of returned goods.

Marketplace Purchases – Refund Processing Responsibility

Where goods are purchased via third-party platforms such as:

  • Amazon, eBay, Debenhams, B&Q, Other authorised marketplaces

The customer enters into a purchasing contract via the relevant platform under that platform’s terms and payment systems.

Accordingly:

  • Once we approve and initiate a refund, the relevant platform is responsible for crediting the refund back to the customer’s account.
  • Refunds are processed through the original payment channel used on that platform.
  • We do not directly control the timing of funds appearing in your bank account once the refund has been issued via the platform system.

Any delays after refund authorisation must be raised directly with the platform provider, as payment processing is governed by their contractual and financial service arrangements.

Inspection & Merchant Rights

As permitted under:

  • Consumer Contracts Regulations 2013 (Regulation 34(9))
  • Consumer Rights Act 2015

We reserve the right to:

  • Inspect all returned goods before issuing refunds.
  • Reject returns not in resaleable condition.
  • Apply partial refunds where goods have been used, damaged, altered, or show signs of excessive handling.
  • Refuse returns submitted outside statutory time limits.

IMPORTANT – Incorrect or Mis-Sent Returns

Customers are fully responsible for ensuring that the item being returned was purchased from Smart Living Wholesale Ltd.

Before sending any return, customers must verify:

  • The item was sold by Smart Living Wholesale Ltd.
  • The item matches their order confirmation.
  • The correct product is being returned to the correct retailer.

This obligation aligns with consumer duties when exercising cancellation rights (Consumer Contracts Regulations 2013, Regulation 35).

Items Sent to Us in Error

If we receive items that:

  • Were not purchased from Smart Living Wholesale Ltd
  • Belong to another retailer or marketplace seller
  • Do not match our transaction records
  • Are incorrectly sent to our warehouse

These items remain entirely the customer’s responsibility.

We:

  • Accept no liability for storing, protecting, or insuring such goods.
  • Do not guarantee their condition.
  • Will hold such items for a maximum of 10 calendar days from receipt.

If collection or return postage is not arranged within 7 days:

  • The goods may be disposed of without further notice.
  • No compensation will be provided.
  • We accept no liability for loss or damage.

It is the customer’s sole responsibility to ensure the correct item is returned to the correct seller.

Non-Returnable Items

We cannot accept returns for:

  • Personalised or custom-made goods (Consumer Contracts Regulations 2013, Regulation 28(1)(b)).
  • Items returned outside statutory timeframes.
  • Goods not purchased directly from Smart Living Wholesale Ltd.

Refund Timeline

Returned parcels typically take 3–7 working days to reach our depot before inspection.

All refunds are issued within:

  • 14 days of cancellation, OR
  • 14 days of receiving returned goods

(Consumer Contracts Regulations 2013, Regulation 34).

Refunds are made to the original payment method via the platform used for purchase.

Contact Information

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

Phone: 01384 521170 (Mon–Fri, 10:30–18:00)
Email: support@smart-living.co.uk
Website: www.smart-living.co.uk

Policy Updates

We reserve the right to update this policy at any time. Any changes will not affect your statutory rights under UK law.

Initiate Return:

In order to start the Automatic Returns, Please Click Here 

Summary Table

Situation

Notify Us By

Return Window

Cost of Return / Refund Timing

Change of mind

Within 14 days of delivery

Return within 30 days

Customers pay return; Refund within 14 days of return

Faulty/damaged/wrong item

Within 30 days

As agreed

Free return; Refund or replacement within 14 days

Pre-dispatch cancellation

Before dispatch

N/A

Full refund (no dispatch)