It is the policy of Tom Smith to ensure that all goods are supplied to our customers in perfect condition and every possible precaution is taken to protect the integrity of the product that is sold.
If you are unhappy with your unused purchase please return it to the below address within 7 working days along with your receipt for an exchange or refund, by the original method of payment. The return of items therefore will be at the sender’s own expense.
Until your items are returned to us, you are responsible for their safe keeping and taking reasonable care of them. We do not accept liability for returned packages damaged during transit back to us. It is your responsibility to wrap products adequately to prevent damage.
To this end, it is our policy that we do not exchange or refund special orders, except where the item is faulty. Items must be returned in their original packaging and must be complete. Your statutory rights will not be affected.
Items Damaged in Transit / Defective or Incorrect Items
If you take delivery of a package from us where by your Items have been damaged in transit, are defective or are incorrect, please notify our Customer Services Department as soon as possible or within 7 working days.
Where an incorrect item has been supplied or delivered please state whether you would like us to replace the incorrect item with the item you ordered and we will then send you the correct item as soon as possible or alternatively we will refund the item once it has been returned. We will not charge you for the incorrect item and we must have the incorrect item returned before investigating.
We will exchange items without charge to you including re delivery, provided you return the complete item(s) to us within 7 working days along with proof of purchase. The cost of returning your items must be agreed before dispatch with our Customers Services Department, which will be refunded providing proof of purchase, agreed cost of delivery and safe receipt of goods. No returns will be excepted without prior agreement with our Customer Services Department.
Until you return the said items to us you are responsible for their safe keeping and taking reasonable care of them. We do not accept liability for returned packages damaged during transit back to us. It is your responsibility to wrap products adequately to prevent damage.
Please contact our Customers Services Department
T: 01443 863 535
or mailing us at:
Tom Smith Trade Retail
c/o IG Design Group UK Limited
2-8 North Road
Penallta Industrial Estate