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Returns & Exchanges

HOW DO I RETURN MY ORDER ONLINE?
Complete the returns form found with the paperwork your product was shipped out.
Repack the goods in their original packaging and send to our Returns Department. Remember to enclose the completed returns form.
Do all this within 14 days of receiving your order and please ensure goods are returned in their original condition with all labels attached.

JBW SMITH LTD (Returns Department)

Haymount Works
Westport
Cupar
Fife
KY15 4AW
Scotland

DO I RETURN MY ONLINE ORDER TO STORE LOCATION?

Yes, you must return the goods back to our shop location. JBW SMITH LTD will not be able to process any refunds or exchanges of online orders. CONTACT US about how you can return your order if having bought it online.

WHAT IS THE BEST WAY OF RETURNING GOODS?
NEEED COMPANY POLICY HERE

DO I HAVE TO PAY FOR MY RETURN
We're sorry, but we don't offer a free returns service.

We will however exchange any unwanted returns and re-send them using our priority 24 hour service without any further charge.

HOW LONG DO I HAVE TO RETURN A PRODUCT?
We ask you return your items to us within 14 days of receiving them. If you are out with the 14 days please CONTACT US to see if we can find a resolution.

HOW LONG WILL IT TAKE TO PROCESS MY RETURN
Returns are typically processed within 4 days of us receiving the goods back.

If you have a valid email address registered with us, we will email a confirmation of the return being processed. After we have processed the refund, you will need to allow sufficient time for your card issuer to make the funds available. Please allow up to 10 days for refunds to show on your account. This time frame is dictated by your bank or card issuer and we have no control over it.

Refunds are always made back to the original form of payment.

WHEN WILL I RECEIVE MY EXCHANGE
Exchanges are typically processed within 4 days of us receiving the goods back.
We are only able to exchange a product where a different size or model of the same brand product is requested. You can place a new order if alternative products are required and return the original product to us for a refund.

YOU HAVE SENT ME THE WRONG PRODUCT
Occasionally mistakes do happen. We're sorry if this happened to you, but you have our promise that we'll do our best to get the right items to you as soon as possible.
Please CONTACT US and let us know.

CUSTOMER RIGHT TO CANCEL
In addition to our returns policy, under the Distance Selling Regulations EU customers have fourteen days (beginning the day after receipt) to cancel your purchase (unless it is a purchase of a customised product. Order cancellations must be made in writing to JBW SMITH LTD Customer Service Department quoting your order number, either by post or email via info@jbwsmith.com. In this case, we will provide a full refund but you must return the cancelled product/s to us. If we do not receive the cancelled items back, we may arrange to collect them from you at your cost.

WHICH PRODUCTS ARE EXCLUDED FROM YOUR RETURNS AND EXCHANGE POLICY
Certain products may have a different returns policy, which is normally stated within the product description.
You can see our full returns and cancellation policies in the sites Terms and Conditions.

MY PRODUCT ARRIVED DAMAGED, WHAT DO I DO?
If your product arrives damaged please take a picture and contact JBW SMITH LTD