At SM Gifts & Home, we want you to be completely happy with your purchase. If something isn't quite right, we're here to help.

Our returns and refunds policy follows UK consumer protection legislation, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

1. Changed Your Mind?

For most products purchased online, you have the legal right to cancel your order within 14 calendar days of receiving your goods, without giving a reason.

To exercise this right, please contact us within the 14-day cancellation period and clearly tell us that you wish to cancel your purchase.

Once you have notified us, you have a further 14 calendar days to return the item.

You may inspect and handle the goods as you would in a shop. However, we may make a lawful deduction from your refund if the value of the item has been reduced by handling beyond what is necessary to establish its nature, characteristics and functioning.

2. How to Return an Item

To arrange a return, please contact us through our Contact Us page, quoting your order number and the item you wish to return.

We will provide the appropriate return address and instructions.

Please package your item securely to help prevent damage during transit.

We recommend obtaining proof of postage when returning goods.

3. Return Postage Costs

For change-of-mind returns, the customer is responsible for the direct cost of returning the goods, unless we have agreed otherwise or the law requires us to cover those costs.

For larger or heavier items that cannot normally be returned by post, please check the applicable return cost information provided before purchase.

If an item is faulty, damaged or not as described, we will cover reasonable return costs where required by UK consumer law.

4. Faulty, Damaged or Incorrect Items

If your order arrives damaged, faulty, incomplete or incorrect, please contact us as soon as reasonably possible so we can help resolve the issue.

Photographic Evidence

To help us investigate and resolve any issues as quickly as possible, we may ask you to provide photographs of the item, any damage, or the packaging it arrived in.

Photographs can help us assess the problem and arrange an appropriate resolution. However, providing photographs is not a condition of exercising your statutory consumer rights.

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described.

Where goods do not meet these requirements, you may have the right to:

• Reject faulty goods for a refund within the first 30 days.

• Request a repair or replacement where appropriate.

• Receive a price reduction or refund in circumstances provided for by law.

Your statutory rights may continue beyond these periods, depending on the circumstances.

We will never require you to pay return postage where the law places that responsibility on us.

5. Refunds

For valid cancellations under the 14-day cooling-off period, we will refund the price of the cancelled goods together with the applicable original standard delivery charge, where required by law.

Refunds will be processed without undue delay and no later than 14 days after we receive the returned goods or receive evidence that you have sent them back, whichever is earlier.

If we have agreed to collect the goods, the applicable refund deadline will run from when you notify us of cancellation.

Refunds will normally be made to the original payment method, unless you expressly agree otherwise, and no refund administration fee will be charged.

Your bank or payment provider may take additional time to show the refund in your account.

6. Items Excluded from Change-of-Mind Returns

Certain products are exempt from the statutory 14-day cancellation right, including, where applicable:

• Goods made to your specifications or clearly personalised.

• Perishable goods.

• Sealed products unsuitable for return for health protection or hygiene reasons, once unsealed after delivery.

• Sealed audio, video recordings or computer software that have been unsealed after delivery.

These exceptions apply only where permitted by UK law.

They do not remove your statutory rights if goods are faulty or not as described.

7. Exchanges

If you would like to exchange an item, please contact us to discuss the available options.

Where a statutory right to replacement applies, we will honour that right.

8. Contact Us

If you have any questions about a return, refund, cancellation or damaged item, please contact us through the Contact Us page on our website.

Please include your order number wherever possible so we can assist you promptly.

9. Your Statutory Rights

Nothing in this policy affects or limits your statutory rights under UK consumer protection legislation.

SM Gifts & Home

Little Gifts • Big Smiles.