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FAQ Section

How to Return:  

All returns of unopened items are accepted within 30 days for any reason for a 100% Full refund. If the returns cause from the error from our end, we can offer a Free Return pre-paid label (Returns must be requested and pre-approved over email support@smartkart.co.uk). If the return due to the item faulty or you change your mind, in such a case return cost is payable by the buyer, although you can use our pre-paid return label for £4.99 and drop the parcel at your nearest post office and we will adjust your refund balance and issue the refund of the balance amount back to your original payment method. 

If we have made an error with your order, or you have received your order in a damaged or faulty condition, you can return it to us within 30 days of the date of the purchase. Items must be returned in the original manufacturer's packaging, so we recommend you keep your packaging for at least 14 days after purchase.

If you are returning an item because of an error on your part, for instance, you order the wrong product, or you simply do not like the product, we will be happy to authorize to return the item at your cost of returning the item to us, you can use our pre-paid RM label for as low as £4.99 and we can charge you the standard return postage against your refund. Under no circumstances can we refund any priority, express or courier component of the postage charge. You will be responsible for those charges and the costs of any other services provided to you in connection with your purchase. 

Once we send you the link to print the free pre-paid label, just print the label and drop the parcel at your nearest post office and within 48 hours we will get the parcel and can process to send the replacement or issue the full refund immediately. 

Why my Payment declined/ Manual Verification needed: 

Following factors are include to decline your payment and auto refund will apply back to your card, you cannot use the same card to make a payment as our auto fraud detection system has banned the card for any further purchase from our website. 

  • At the time of order, you have used different billing and shipping address and the proximity cannot be confirmed, our auto fraud detection robot will decline the payment. 
  • If you have used the email which is newly made
  • If the billing and shipping address is of a different country.
  • If you have a history of declined card or card been used to make a fraud transaction. 
  •  If your transaction declined due to the low score, we encourage you to use PayPal to make the payment. 

Example of a declined transaction due to the low quality scored.

verification.jpg

Why my order has been cancelled and issued full refund: 

Once we receive the order, we pass it to the warehouse department to prepare the order, before it ships it our QC person check the product for any damage and use by date if the item is consumable goods, if the item somehow damaged or the use by date is within a week time the consumable goods is not suitable to ship as by the time order reach to you, the shelf life of the item finish and product is no longer good to use. 

Such events we first check the next stock in date, If the expected date of arrival of new stock is more than a week we either communicate to you to let you know the date of new stock arrival and expected date of shipment or we cancel the order and issue the full refund and assure you when the new stock arrives we will honour the same price or discounted price to fulfil your order, we can reserve the item for you.  

Why My Order sometimes fulfilled by the Third party

We are not a drop shipping company, we are UK Based company, ship all our orders from the Heathrow based warehouse, plus we do use third party warehouses to store and shipment some of our products. But sometimes due to unavoidable circumstances, it may take up to 5-6 working days. But the rest is assured all our deliveries are online tracked either via Royal Mail 48 hours/ Royal mail signed or the DPD 2 Days deliveries.
We use the following carrier to deliver the order

  • Royal Mail 48 hours tracked delivery
  • Royal Mail Signed for Delivery 3-5 working days not tracked
  • DPD 2 Days Tracked delivery for Heavy Parcels 
  • Pallatline 2 Days delivery for Freight Delivery

Order status 

Awaiting Shipment: 

Awaiting shipment means that the product(s) you have purchased are going through  the shipment prepartion. Generally it takes a day ot two change the status to Shipped. When your order is shipped you will receive an email confirming shipment along with tracking information.

Manual Verification: 

Manual verification needed means either the payment has been declined by your bank, or there is an issue in the delivery address, in the event of address issue we will email you to clarify or correct the delivery address which would delay the order by a day or two. 

Declined:

Declined order status, means your order has been declined by our system due to the reasons mentioned above on the manual verification section. And payment will automatically be refunded as no manual intervention needed. If you try to place the order again it will decline again, we encourage you to use PayPal or use the same billing and shipment address to get through the order. 

Order Related Queries/ Inquiry:

The best way to reach to use on any order/delivery related issue or query is to log in to your account on our website by using the same email and password you used to purchase the product, go to my account and select the message. Someone from our customer care would get back to you within 24 hours to address the issue.

How to cancel my order.

You can cancel your order anytime until we ship the order, simply login to your account and select message and drop us a line to say please cancel my order. If the order has already been shipped then please decline the delivery and within 10 days parcel would return to us and we will issue the refund as soon as it arrives. Sometimes it takes longer as Royal Mail takes more time to return the parcel. 

When would I get my Refund ?

When you choose to cancel the order and order is not shippedwe will issue the refund immediately, In case you chose to return the orderwe will process the refund as soon as the item received back and checked by our return department for any Missing or damaged itemwe will process the refund in 2 working days back to the original payment method you used while placing the order. 

The refund can take 3-5 working days to appear the balance at your end.

 

 

 

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