Returns Policy

Damages and issues.

Please inspect your order upon receipt 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.

What to do if your product is faulty.

Please check your product manual for help with all common issues.

If you are still experiencing issues, please contact shop@smallbone.co.uk explaining the nature of the fault. 

If your product develops a fault within 30 days of purchase, please return with proof of purchase and we will exchange or refund it. Please disable any security features and remove your personal data.

After 30 days, we will repair or replace the product in accordance with the terms of the Consumer Rights Act 2015.

 

Returning your product because you changed your mind. 

You can return unwanted items up to 30 days after purchase. Items must:

  • Be unused and in their original condition (including all labels and tags intact)
  • Not contain personal data or have been manufacturer-registered (for phones, tablets, computers, etc)
  • Have proof of purchase, such as a receipt or delivery note

Please be aware that we'll only process your refund once the item has been returned to, and checked by, our specialist, which can take up to 14 days.

Please note: we charge a collection fee of between £175-350 plus VAT if goods are unwanted, depending on location and size of the item being returned. We will inform you of the collection fee and this amount will be deducted from your refund.



The following products will not be eligible for an exchange or refund (unless faulty or not as described):

  • Products you received more than 30 days ago
  • Products that have been opened or unsealed (other than where necessary to inspect)
  • Products without original packaging or labels
  • Products or packaging in poor condition
  • Products that contain your personal data or have been manufacturer-registered

Please note: we charge a collection fee of between £175-350 plus VAT if goods are unwanted, depending on location and size of the item being returned. We will inform you of the collection fee and this amount will be deducted from your refund.

We will process your refund once the item has been returned to our warehouse and checked by our specialists. It can take up to 14 days (usually sooner) for the refund to appear in your bank account.

 

How to return a product.

Call us on 0203 370 8001 or email shop@smallbone.co.uk to arrange collection from your home.


The majority of products sold via the Smallbone Shop are heavy or bulky items weighing more than 15kg and require a 2-3 person crew.

Please note: we charge a collection fee of between £175-350 plus VAT if goods are unwanted, dependant upon location and size of the item being returned.  We will inform you of the collection fee and this amount will be deducted from your refund.

We don't charge for the collection of damaged or faulty goods.

 

How and when we refund you when you make a return.

The time to receive a refund depends on when and how the item was returned.

We'll process your refund once the item comes back into our warehouse and it has been checked by our specialists. It can take up to 14 days (usually sooner) for the refund to appear in your bank account.

Refunds will be issued back to the original payment method used to place the order (credit card, debit card or Apple Pay).