Refund policy
We want you to be happy with your order. If you need to return an item, please contact us first so we can confirm the correct returns process and provide the relevant return details.
This policy applies to products purchased directly from Smart Access Solutions. Nothing in this policy affects your statutory rights.
Returns for unwanted items or items ordered in error
If you have ordered the wrong item or no longer require the product, please contact us within 30 days of receiving your order.
To be eligible for return, the item must be unused, undamaged, in a resaleable condition and returned with all original packaging, accessories, documentation and any paperwork supplied.
Returns must be approved by Smart Access Solutions before goods are sent back. Please do not return items to the manufacturer.
A 20% restocking fee may be deducted from the original product price for items returned because they are no longer required or were ordered in error.
Original delivery charges are non-refundable unless the return is due to an error by Smart Access Solutions or the goods are faulty.
How to request a return
To request a return, please email:
Please include your order number, the item you wish to return and the reason for the return.
Once your return request has been reviewed and approved, we will provide returns instructions. Any returns paperwork supplied must be signed and included with the returned goods.
Returned goods remain your responsibility until they are received by us. We recommend using a tracked delivery service and suitable insurance, as we cannot guarantee receipt of returned items.
Refunds
Once your return has been received, the item will be inspected.
We will email you to confirm whether the return has been approved or rejected. If approved, your refund will be processed back to the original payment method.
Please allow time for your bank, card provider or payment provider to process the refund once it has been issued.
Late or missing refunds
If you have not received your refund, please first check your bank account again.
Then contact your card provider or payment provider, as it can take time for refunds to be processed and appear on your account.
If you have done this and still have not received your refund, please contact us at:
Faulty items
If you believe an item is faulty, please contact us before sending it back.
Email:
Please include your order number, product details and a clear description of the fault.
If an item is returned as faulty, it will be inspected and tested. We will email you with the outcome once the item has been assessed.
If a fault is confirmed, the item will be repaired, replaced or refunded where applicable.
If the fault is found to have been caused by misuse, incorrect installation, damage, alteration or unauthorised repair, the warranty may be void.
If no fault is found, the item may be returned to you and any delivery costs may be chargeable.
Warranty
Many products supplied by Smart Access Solutions include a 12-month warranty against manufacturing defects, unless stated otherwise.
Warranty cover does not apply to damage caused by misuse, incorrect installation, wear and tear, accidental damage, modification, water ingress where the product is not rated for outdoor use, or use outside the product specification.
Exchanges
We only replace items where they are confirmed as faulty, damaged or where an exchange has been agreed by Smart Access Solutions.
If you need to request an exchange, please email:
Sale, clearance and special-order items
Sale and clearance items may only be returned where required by law, for example if the item is faulty or not as described.
Custom, modified or special-order products may not be eligible for return unless faulty or supplied incorrectly.
Return shipping costs
Unless the item is faulty or supplied incorrectly, you are responsible for the cost of returning goods to Smart Access Solutions.
Original delivery charges are non-refundable for unwanted items or items ordered in error.
Please use suitable packaging when returning goods. Items returned damaged, incomplete, used or not in a resaleable condition may be refused or may be subject to an additional deduction.