Returns Procedure

Refunds/Exchanges

If you have ordered any products and wish to exchange these items for a replacement or receive a refund, returning them couldn’t be easier.

Just call 0845 519 0252 or email us at sales@smartcardstore.co.uk quoting your order number, the items you would like to return/exchange and the reason for this.

A member of staff will create a returns form for you to include with the returning products. The returns address and reference number will also be on the form which will be emailed to you within 24 hours of you requesting the return.

If you wish to return non-stock items which you have ordered in error, we will make every effort to arrange for a return of goods. This cannot be guaranteed and may be subject to a supplier’s handling and/or a restocking charge.

We are happy to accept non-faulty items back from you within 30 days of being delivered. However, these items must be in a saleable condition, cannot be personalised and must be in their original packaging.

Whether products are considered resalable is at the discretion of the company and the cost of returning non-faulty goods must be borne by the customer.

Faulty Items

Please give us a call or email so we can help resolve the problem. 

Any faulty/defected items will be refunded in full, including a refund of the delivery charges for sending the item to you. We will also send our courier UPS to collect the faulty items, or you can send them yourself.

When returning faulty products, we will examine the returned items and will notify you of your refund via e-mail within a reasonable time period. We will usually refund any money using the original payment method used.

The refund will be processed as soon as possible, generally within 30 days from receipt of the returned items or 30 days from refund approval following inspection of the faulty goods.

Any products both faulty and non-faulty returned after 30 days will not be entitled to any refund.

Damaged in Transit

If you receive an item that has been damaged during shipping, we will either replace the item or ship out replacements parts (if, for example, the item requires assembly and some parts are missing or damaged).

If possible, take a picture of the package when it arrives if it is damaged as we may need your assistance when filing a claim with the shipping company that damaged your items. We appreciate your cooperation.

We will collect any damaged merchandise that must be returned to us.

Small Print

Our returns policy does not apply to special order items such as; personalised/custom printed lanyards or cards, custom programmed technology cards, software or special order items that do not appear on our website.

If you have any questions about our returns policy, please call 0845 519 0252 or email us at sales@smartcardstore.co.uk