Refund policy

At Smoa, we want you to be satisfied with your purchase. If you need to return an item or request a refund, please review the information below.

1. Returns

We accept eligible returns in accordance with applicable UK consumer protection laws.

For most online purchases, you have the right to cancel your order within 14 days of receiving your goods, without needing to provide a reason.

After notifying us that you wish to cancel, you normally have a further 14 days to send the goods back to us.

Returned products must be handled with reasonable care. Where applicable, products should be returned with their original packaging, accessories, manuals, and other items supplied with the order.

You may be responsible for any reduction in the value of an item caused by handling it beyond what is necessary to establish its nature, characteristics, and functionality.

2. Return Eligibility

To help us process your return efficiently, please ensure that:

  • The item was purchased directly from Smoa.

  • You contact us within the applicable return or cancellation period.

  • The product is returned within the required timeframe after your return request.

  • The product is returned in a suitable condition, subject to your statutory rights.

  • All relevant accessories, manuals, components, and packaging are included where reasonably possible.

Certain products may have specific return requirements because of their size, weight, condition, installation, or use. These requirements will not affect your statutory consumer rights.

3. Faulty, Damaged or Incorrect Products

If your product arrives damaged, faulty, defective, or materially different from the product you ordered, please contact us as soon as possible.

Please provide:

  • Your order number

  • Your name

  • A description of the issue

  • Photographs or other relevant information where appropriate

We will assess the issue and provide an appropriate solution in accordance with applicable UK consumer law.

Depending on the circumstances, this may include a repair, replacement, price reduction, or refund.

Your statutory rights are not affected by this policy.

4. Change-of-Mind Returns

If you change your mind about an online purchase, you may generally cancel the order within 14 days after receiving the goods.

Once you notify us of your cancellation, you must return the goods within the following 14 days.

Where required by law, we will refund the standard delivery charge originally paid by you. If you selected a more expensive delivery option, we are only required to refund the cost of the least expensive standard delivery option.

5. Return Shipping Costs

For a change-of-mind return, the customer may be responsible for the cost of returning the product unless we have stated otherwise or applicable law requires us to cover the cost.

If an item is faulty, damaged, incorrect, or does not conform to the order, we will work with you to arrange an appropriate resolution and, where required by law, cover the applicable return costs.

6. Refunds

Once your returned item has been received and assessed, we will process your refund in accordance with applicable UK law.

Where a cancellation is made under the statutory online cancellation rights, refunds will generally be issued within 14 days of receiving the returned goods, or, where applicable, within 14 days of receiving evidence that the goods have been sent back.

Refunds will normally be made using the original payment method used for the purchase.

We will not charge an administration or restocking fee for a statutory cancellation.

7. Refund Timing

After we process your refund, the time it takes for the money to appear in your account may depend on your bank, card issuer, or payment provider.

Smoa does not control the processing time of your bank or payment provider.

8. Exchanges

If you receive a faulty, damaged, incorrect, or otherwise non-conforming product, please contact us before returning it.

Where appropriate, we may offer a replacement or another suitable remedy in accordance with your statutory rights.

9. Products That Have Been Used or Assembled

For certain products, including larger outdoor equipment and grills, customers may need to take particular care when inspecting or handling the product.

You may inspect goods to the extent reasonably necessary to establish their nature, characteristics, and functionality.

If goods are handled beyond what is reasonably necessary and this results in a reduction in value, we may be entitled to make a deduction from a refund where permitted by law.

This does not affect your statutory rights in relation to faulty or misdescribed goods.

10. How to Request a Return

To request a return or cancellation, please contact us using the details below:

Smoa

Address:
237 Oaktree Crescent
Bradley Stoke
Bristol
United Kingdom

Phone: +44 7990 505707

Email: Support@Smoa.shop

Please include your order number and explain whether you are requesting a cancellation, return, refund, replacement, or assistance with a faulty or damaged product.

We will provide the appropriate return inst