Refund policy

Last updated: 21 August 2026

Overview

This policy explains your cancellation and refund rights when you buy from Smart Warehouses as a consumer. It follows the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015, and nothing in it limits your statutory rights. Purchases made on a Smart Warehouses Trade account are business purchases and are governed by our Trade Terms instead.

In short: you have 14 days from delivery to change your mind, we charge no restocking fees, and faulty goods are always put right at our cost. The sections below set this out in full.

Your right to cancel

You have the right to cancel your order within 14 days without giving any reason.

The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods. Where you order multiple goods in one order and they are delivered separately, the period expires 14 days from the day you (or your nominated third party) acquire physical possession of the last of the goods.

To exercise the right to cancel, you must inform us — Zaytuna Business Services Ltd, trading as Smart Warehouses, Unit 19 Marshall House, 124 Middleton Road, SM4 6RW; email admin@smartwarehouses.co.uk; phone 020 7183 0020 — of your decision to cancel by a clear statement (for example, a letter sent by post or an email). You may use the model cancellation form at the end of this policy, but it is not obligatory.

To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

Effects of cancellation

If you cancel your contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).

We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you — that is, handling beyond what is needed to establish the nature, characteristics and functioning of the goods. You may examine the goods as you would in a shop.

We will make the reimbursement without undue delay, and not later than:

  • 14 days after the day we receive back from you any goods supplied; or
  • (if earlier) 14 days after the day you provide evidence that you have returned the goods; or
  • if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel.

We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.

We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

Returning the goods

Send the goods back to us at Smart Warehouses (Returns), Unit 19 Marshall House, 124 Middleton Road, SM4 6RW, without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation to us. The deadline is met if you send the goods back before the 14-day period has expired.

You will have to bear the direct cost of returning the goods. We recommend a tracked service and that you keep proof of postage. We do not charge restocking, handling or administration fees of any kind.

When the right to cancel does not apply

The 14-day cancellation right does not apply to:

  • sealed goods which are not suitable for return for health protection or hygiene reasons, once unsealed after delivery;
  • goods made to your specification or clearly personalised;
  • goods liable to deteriorate or expire rapidly;
  • goods which become inseparably mixed with other items after delivery; and
  • sealed audio or video recordings or sealed computer software, once unsealed after delivery.

Your rights in respect of faulty or misdescribed goods (below) are unaffected and apply to all products.

Faulty or misdescribed goods

Under the Consumer Rights Act 2015, the goods we sell must be of satisfactory quality, fit for purpose and as described. If they are not:

  • Within 30 days of delivery you may reject the goods and receive a full refund.
  • After 30 days you are entitled to a repair or replacement; if that fails or cannot be provided, you are entitled to a price reduction or a final right to reject with a refund.
  • If a fault appears within 6 months of delivery, it is presumed to have been present at delivery unless we can show otherwise.

We pay the return postage for faulty or misdescribed goods. Please contact us first and we will arrange the return with you. These rights are in addition to, not instead of, your 14-day cancellation right, and nothing in this policy affects your statutory rights.

How to start a return

  1. Email admin@smartwarehouses.co.uk with your order number (or write to us, call us, or use the form below) within the cancellation period.
  2. Post the goods to the returns address above within 14 days of telling us, keeping your proof of postage.
  3. We refund you within the timescales set out under “Effects of cancellation”.

Model cancellation form

Complete and return this form only if you wish to cancel the contract. You can also cancel by any other clear statement — this form is optional.

To Zaytuna Business Services Ltd, trading as Smart Warehouses, Unit 19 Marshall House, 124 Middleton Road, SM4 6RW; email: admin@smartwarehouses.co.uk:

— I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]/for the supply of the following service [*],

— Ordered on [*]/received on [*],

— Name of consumer(s),

— Address of consumer(s),

— Signature of consumer(s) (only if this form is notified on paper),

— Date

[*] Delete as appropriate

Who we are

Smart Warehouses is a trading name of Zaytuna Business Services Ltd, registered in England (company number 11324022). Registered office: 124 City Road, London, EC1V 2NX. VAT registration number: GB441589282.
Email: admin@smartwarehouses.co.uk · Phone: 020 7183 0020.