The below terms are relative to all trading engagements with Consortial Ltd T/A Smart Living Direct .
DELIVERY
Smart Living delivers all products to addresses within mainland Great Britain only (not including Scottish Highlands & Islands). This also excludes Northern Ireland, Isle of Man, Isle of Wight, Scilly Isles and Channel Islands. Please be aware that we do not deliver to shipping agents for onward dispatch. Every effort is made to deliver your goods as quickly and efficiently as possible. We endeavour to deliver within the Smart Living delivery promise advised for your specific product (this may differ for different products within the same order).
All our products are supplied subject to stock availability. If at the time of your order, an item is out of stock we will email to inform you as soon as possible so you can decide whether you want to cancel the order, wait for the product to become available, or choose an alternative. We will notify customers if a product has been discontinued, or if delivery will be longer than stated on our website.
You will be given the opportunity to provide additional delivery instructions during the checkout process. This is useful if you are unlikely to be at home when the delivery is expected, or if your address is hard to find. Sometimes circumstances outside our control, such as adverse weather conditions, may cause deliveries to arrive later than expected. If you have ordered several products, it is possible that some of the items may be delivered separately and possibly from different warehouse locations. If you have questions regarding your order, please email [email protected] for further information.
In the unlikely event that your goods do not arrive when expected please contact our customer service team via email [email protected] quoting your order number. This will allow us to track your order and respond quickly with an updated order status.
Our orders are dispatched on the same business day if ordered before 6pm (Monday-Friday). Following 6pm, the orders will be dispatched on the following business day (Monday-Friday). Orders placed on Saturday, Sunday or a bank holiday will be dispatched on the next business day.
DAMAGED GOODS IN TRANSIT
Our products are dispatched from our dedicated UK warehouse and we take every step to ensure our products are in an acceptable condition when they arrive with you. Any visible damage to the packaging that has subsequently caused damage to the product must be reported by email to our customer service team at [email protected] within 48 hours of accepting delivery. Please provide supporting images and videos to our customer service team. After this 48-hour period, it will be deemed that the goods have arrived in a satisfactory condition.
UNWANTED RETURNS
We understand that sometimes you change your mind, therefore you have 14 days from point of order to return your unwanted return. Please contact us at [email protected] to log your collection. Please note, the cost of collection will be deducted from your refund.
FAULTY PRODUCT OR TECHNICAL ISSUES
In the unlikely event that you have received your product with the packaging in good condition, however there is a fault or technical issue, please email us at [email protected] to log your complaint. Our customer service team will respond to you within 24 hours of receiving your enquiry with a resolution (this excludes weekends or bank holidays). If you notice a cosmetic fault with your product on receipt please ensure this is reported within 14 days of placing your order for a replacement or refund. If your product develops a technical fault within the manufacturers warranty period, please contact our customer service team [email protected]. We will then be able to provide the most suitable solution to resolve your issue.
RETURNS OF DAMAGED GOODS
Please ensure that you retain your packaging for the first 30 days from receiving your goods, so we can collect your item in the unlikely event that you experience a fault. Please note our courier partners cannot collect any product that is not securely packaged for return. If a repair is not possible, we will supply a replacement product or arrange a refund. Our courier will be instructed to collect the damaged item from your delivery address and return it to us before any refund can be actioned.
RETURNS OF UNWANTED GOODS
Any product purchased from the Smart Living Store is eligible for 14 day no-quibble returns. Please note the delivery of the return will be at the customer’s expense. All products returned must be in the original packaging and in a re-saleable condition. You will remain responsible for the goods until they are received back with the Smart Living Customer Service team. All goods must be returned and received within the 14 day period of our policy. If you are returning the goods via your own selected courier provider, we strongly recommend that you use a tracked delivery service to evidence the status of your return. The customer is responsible for ensuring the product is returned to the Smart Living Store returns address. Alternately we can arrange collection of the unwanted goods, which will be deducted from the refund, at an agreed price. The Consumer Contracts Regulations give you the right to cancel any contract for the purchase of goods bought online within 14 calendar days, beginning with the day after the day on which the item is delivered. Any refund due will be paid by us, only to the original payment method, within 14 days of receipt of the returned item.
Please send an email to [email protected] with your return request along with the order number included. Also, please let us know the reason for your return accompanied by any supporting pictures.
Return Address:
Smart Living
300 Anderson Road
Buckingway Business Park
Cambridge
CB24 4UQ
General information for returns
1.We cannot bear the return fee.
2.Original shipping charges will not be refunded.
3.The customer will be responsible for the cost of shipping a returned item back to us.
4.Returns must be arranged within 14 days of receipt.
5.Returned items must be in the original packaging. Items returned not in the original packaging will not be eligible for a refund.
ORDER CANCELLATIONS
If you want to cancel your order, please email us at [email protected] or call us on 01223 948658 (Mon-Fri 8:30am-5pm) within 2 hours of placing the order. Please note we dispatch all orders before 6pm on day of order (or next working day).
- Most orders ship the same day. In the event your order has not shipped, you have 24 hours to notify us of the cancellation.
- There are no cancellation fees for standard items cancelled before shipment.
- If the item has already shipped, it is subject to our standard return policy. The customer will be liable for any shipping charges.
DISCOUNT CODES
Please note that discount codes will not work for any product item that is in a sale or promotion.
*Please note 10% sign up to the newsletter is only valid on desk and chairs and offer cannot be used in conjunction with any other offer.
WARRANTY ON FURNITURE
Warranty in line with manufacturers recommendation: Please note that our Warranty covers furniture for structural damage (framework), rust and fade. Please note our tech components such as wireless charging units, speakers, motors, and other electrical components also carry a 1 year warranty. The warranty applies to all furniture sold. If any Furniture product has been dissembled and moved the product would not be covered under warranty for any damages. Replacement parts or replacement products can only be sent to the original delivery address. Smart Living reserves the right to not apply the warranty in cases where Smart living deems inappropriate misuse or in instances where the product has been tampered with by a third party. The guarantee will also not apply in instances deemed to be fair wear and tear (scratches/dents/mild degradation of materials). The warranty is the maximum period covered and any replacement orders provided do not re-start the guarantee period. The guarantee begins from the date of dispatch. For all claims raised over the agreed period after receiving the purchase order an investigation into the fault would need to take place and would require a Director for sign off for anything other than spare parts. If a product or a component is no longer available or in stock, Smart living reserves the right to provide the customer with an alternative replacement of similar value or compensation.
Key requirements to validate warranty and raise a claim:
• Order number (within warranty period)
• Original packaging for the product
• Cosmetic issues would need to be raised within 14 days to be accepted for a full refund
• Photographic and video evidence of the fault or damage to validate claim when requested by customer service team
• Confirmation that all spare parts or replacements would be sent to the original delivery address
WARRANTY ON ALL ELECTRICAL ITEMS
In line with manufacturer’s warranty which will be confirmed on the product page.
KLARNA PRIVACY NOTICE
We at Klarna care about your privacy. Therefore, we always collect and process your personal data responsibly and with your privacy in mind. This Privacy Notice describes how Klarna Bank AB (publ) (“Klarna”) collects and uses your personal data when you use any of Klarna’s services (the “Services”) and become a customer of ours. Examples of use of our Services are when you pay with any of our payment methods, when you contact us, when you use the Klarna web portal and mobile application (the “Klarna App”), or when your information is autofilled in the checkout of a store that uses Klarna. This Privacy Notice also describes your rights in relation to our use of your personal data, and how to exercise those rights. This Privacy Notice applies, except for what is stated in Section 1 below, to all personal data that Klarna processes. It is therefore important that you read and understand this Privacy Notice. Some of our Services will provide you access to content and functionality offered by other companies or organizations than Klarna (“Third Party Services”). This is for example the case when we link to third party sites from our websites, and when you access third party sites while using the web browser in the Klarna App. This Privacy Notice does not apply to the collection and use of your personal data in Third Party Services, and Klarna is not responsible for such third parties’ processing of your personal data. “We”, “our” or “us” means Klarna Bank AB (publ) registered with the Swedish companies register under the registration number 556737-0431 and with our main office located at Sveavägen 46, 111 34 Stockholm, Sweden. For the purposes of EU data protection law, we are a data controller in respect of the personal data we receive from you, or otherwise collect about you, and we are responsible for ensuring that we use your personal data in compliance with applicable data protection laws.
