Refund policy

This policy applies to purchases made directly from Smarty Store through our website. If you bought through a third-party marketplace, you may also need to follow that marketplace’s return process. This policy does not limit your statutory rights.

1. Changing your mind about an online purchase

For most goods bought online, you may cancel without giving a reason by telling us within 14 days after the day you, or a person you nominate, receives the goods.

After telling us that you wish to cancel, you must send the goods back within a further 14 days. To cancel, email smartystoreuk@hotmail.com with your name, order number, the items being returned and a clear statement that you wish to cancel. You may use the model cancellation form at the end of this policy, but you do not have to.

2. Condition of change-of-mind returns

You may inspect goods as you reasonably would in a shop. You are responsible for any reduction in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods. We may make a lawful deduction from the refund to reflect that reduction in value.

Please return products with their packaging, accessories and any free items supplied with them where reasonably possible.

3. Items excluded from change-of-mind cancellation

The statutory right to cancel may not apply to certain goods, including:

• goods made to your specifications or clearly personalised;

• goods liable to deteriorate or expire rapidly;

• sealed goods that are not suitable for return for genuine health-protection or hygiene reasons once unsealed; and

• other goods excluded by applicable law.

Where a perfume, cosmetic or personal-care product is supplied with a hygiene or protective seal and is genuinely unsuitable for return for health-protection or hygiene reasons, the change-of-mind right may be lost once that seal is broken. This exception does not apply merely because outer packaging has been opened, and it does not affect your rights if the product is faulty, damaged, unsafe, incorrect or not as described.

4. Faulty, damaged, incorrect or misdescribed goods

Goods must be of satisfactory quality, fit for purpose and as described. If an item is faulty, damaged on arrival, incorrect or not as described, contact us as soon as reasonably possible at smartystoreuk@hotmail.com with your order number and details of the problem. Photographs may help us investigate, but requesting photographs does not remove your statutory rights.

Depending on the circumstances and applicable law, you may be entitled to reject the goods for a refund or request a repair or replacement. Where goods are rejected within the statutory short-term right to reject, normally within 30 days, any refund due will be made without undue delay and within 14 days after we agree that you are entitled to it.

We will pay reasonable return costs for goods that are faulty, damaged on arrival, incorrect or not as described. Please contact us before returning them so we can provide appropriate instructions or arrange the return where applicable.

5. Return postage for change-of-mind returns

Unless we state otherwise, you are responsible for the direct cost of returning goods when you cancel because you have changed your mind. Return items to:

Smarty Store Returns
188 Edward Road
Balsall Heath
Birmingham
B12 9LX
United Kingdom

Package the goods securely. We strongly recommend using a tracked and appropriately insured service and keeping your proof of postage until the return has been completed.

If you independently choose and pay a carrier for a voluntary return outside your statutory cancellation rights, the parcel remains your responsibility until it reaches us, and any claim for loss or damage in transit should be made against that carrier.

For a return made under your statutory cancellation rights, we may withhold reimbursement until we receive the goods back or you provide evidence that you sent them, whichever occurs first. If you provide valid evidence that the goods were sent, your statutory refund rights are not removed merely because the carrier later loses the parcel. We may ask you to assist with a carrier claim where appropriate.

The lost-return wording above does not apply where we arranged the return or provided a return service or label in circumstances where responsibility remains with us.

6. Refund timing and method

For a valid change-of-mind cancellation, we will refund payments received for the returned goods and the cost of our least expensive standard delivery option. We do not have to refund the extra cost of an enhanced delivery method you selected.

We will make the refund without undue delay and no later than 14 days after the day we receive the returned goods or, if earlier, the day you provide evidence that you sent them back. If no goods were supplied, we will refund within 14 days after you tell us that you are cancelling.

Refunds will normally be made to the original payment method unless you expressly agree otherwise. We will not charge a refund fee.

7. Exchanges

Please contact us if you would prefer an exchange. Exchanges are subject to stock availability. Your statutory rights and applicable refund deadlines are not affected.

8. In-store purchases

There is no automatic legal right to return an item bought in our physical store simply because you have changed your mind, unless we have offered an additional returns arrangement. This does not affect your statutory rights where goods are faulty, incorrect, unsafe or not as described.

9. How to contact us

Email: smartystoreuk@hotmail.com
Telephone: 0121 266 7074
Address: 188 Edward Road, Balsall Heath, Birmingham, B12 9LX, United Kingdom

Model cancellation form

Complete and return this form only if you wish to cancel an eligible online contract. You may instead send us any other clear cancellation statement.

To: Alarabia Store Ltd trading as Smarty Store, 188 Edward Road, Balsall Heath, Birmingham, B12 9LX, United Kingdom; smartystoreuk@hotmail.com

I/We hereby give notice that I/we cancel my/our contract of sale for the following goods:

Goods ordered:
Order number:
Ordered on/received on:
Name of customer(s):
Address of customer(s):
Signature of customer(s) (only if this form is sent on paper):
Date: