Returns, Errors & Faulty Goods

Terms & Conditions

SM Supplies reserve the right to refuse returns other than for damaged goods or where delivered goods vary from the details in an order. Where a return is accepted by Customer Services for any other reason, it is by discretion and a handling charge may be applied at 20% of the order value to the Customer.

For order shortages, or where an incorrect item has been delivered in error, the collection of unwanted goods will be free of charge if reported to Customer Services within 3 days of delivery. If greater than 3 days, a handling charge may be applied.

Returns will not be accepted if the returning goods are not fit for resale, and/or labels and/or writing have been applied to packaging. In these instances, there will be no credit issued and the return carriage will be charged against the Customers account.

Collection will be through one of our third-party couriers or alternatively by one of SM Supplies vehicles. Please liaise with Customer Services before attempting to return any stock, for whatever reason it is being returned. Failure to do so will automatically cancel your rights to a credit.

It is the responsibility of the customer to count the number of cartons/pallets in their delivery and to ensure any identified shortage is recorded by the driver on the relevant paperwork or PDA screen. Shortages identified subsequently, and not recorded by the driver, will not be credited.

In the event that goods arrive at the Customer’s premises in a damaged state, it is the obligation of the Customer to report this to Customer Services within 3 days of the delivery. The Customer is required to send a photo of the damaged goods to Customer Services on the day of delivery, and furthermore, ensure that they acknowledge the goods as damaged when signing the driver’s delivery note/PDA handset. If not reported within the 3 day period, and/or ignoring the stated requirements, will surrender all rights to a credit.

If a Customer identifies an error in pricing, it is their obligation to report this to Customer Services within 10 days from the invoice date. Credits will not be issued if an error is notified after this 10 day period.

Back orders that are confirmed by the Customer at the point of order will be shipped and invoiced when the stock becomes available. Credits will not be issued for unwanted stock without prior notification.

SM Supplies reserves the right to refuse return and/or refund for goods brought in by SM Supplies, in relation to the Customer’s order and/or request.

Back to top
Privacy Preferences

When you visit our website, it may store information through your browser from specific services, usually in the form of cookies. Here you can change your Privacy preferences. It is worth noting that blocking some types of cookies may impact your experience on our website and the services we are able to offer.

Click to enable/disable Google Analytics tracking code.
Click to enable/disable Google Fonts.
Click to enable/disable Google Maps.
Click to enable/disable video embeds.
Our website uses cookies, mainly from 3rd party services. Define your Privacy Preferences and/or agree to our use of cookies.