The terms on this webpage set out the legal contract that applies when you purchase products from us SMEG (UK) LIMITED (CRN: 02365886) located at [https://shop.smeguk.com] (the “Website”).
We’ve worked hard to make these terms easy to understand and avoid legal jargon. Please read them carefully because they are legally binding.
Who is Smeg (UK) Limited?
We are Smeg (UK) Limited.
Our registered office is The Magna Building, Wyndyke Furlong, Abingdon, United Kingdom, OX14 1DZ. We are a limited company registered in England & Wales with company number 02365886.
How can I contact Smeg (UK) Limited?
You can find out more information about how to contact us [https://shop.smeguk.com/contact-us/].
When I buy from the Smeg (UK) Limited website, who is my contract with?
Smeg (UK) Limited and its affiliated companies manufacture and sell a collection of household appliances combining rigorous performance with stylish design lines for complete kitchen co-ordination.
When you purchase from Smeg (UK) Limited, the legal contract is between you and us.
When is my contract formed?
Your contract with us is formed when payment is taken from your account by us, and not at the time you place your order. We’ve explained in the next few sections the process that takes place when assessing your order, and before the contract is formed between you and us.
We really do try to make sure all images and details of the items appearing on the Website are accurate at the time you place your order. We don’t always get it right though, and this sometimes means your order cannot be accepted. If your order cannot be accepted for any reason, we will let you know why by email as soon as reasonably practicable, and you will not be charged.
When will my chosen payment method get charged?
When your order is accepted by us, your chosen payment method will be charged.
We can only accept orders for delivery within the United Kingdom but please note we cannot deliver to the Republic of Ireland or the Channel Islands.
I’ve changed my mind. When and how can I cancel my order?
We all make the wrong choices from time to time and if you’ve changed your mind you can cancel and (where appropriate) return your order:
at any time before we take payment from your account for the goods; or
at any time during the 14 calendar days from the day after the date the products were delivered. If your order was delivered in multiple batches, then this timeframe starts on the day after the last item in your order was delivered to you.
If you cancel because you’ve changed your mind, you will receive a refund of the price paid for the products plus any applicable standard delivery charges (but not any enhanced or premium delivery charges). Please make sure you return the product unopened, in the same condition you received it, as well as all the packaging and included accessories. Please do not include anything else We are entitled to make a deduction from your refund if you have used the product other than simply to inspect it. If you have opened the packaging for the relevant product but have damaged or lost the packaging, we will normally charge you a restocking fee totalling 25% of your initial payment to us to cover the cost of which will be deducted from your refund. If you have had one of our products installed or have used the product in such a way as to make it unresaleable, you a will not be entitled to return the product.
Your refund can be reduced if you’ve changed your mind and can’t manage to meet the return requirements above, or if you have used the item more than you would be able to in a shop when deciding whether to buy it and it is no longer in a resaleable condition. For more information on what condition we require your goods to be returned in, please visit our help portal here.
You can cancel your order by contacting us [here]. We will provide confirmation of your cancellation request within 3 days of receiving it. For more information on our returns process, please visit our [https://shop.smeguk.com/faq/]. We will also, if applicable, provide you with instructions on how to return the product.
You’ll usually receive your refund within 14 days of the returned product being received and receipted by our warehouse, or within 14 days of your cancellation notice if the products haven’t been dispatched yet.
What to do if your order is faulty?
We appreciate that it is a real inconvenience when your new Smeg product has a fault, and whilst we work hard to make sure this won’t happen, we want to make the rectification of this as simple and easy as possible.
We provide guarantees and warranties on a range of our products. Any warranties/guarantees we provide for our products will be in addition to and not replace your statutory rights, which we have set out below. For more information about our appliance warranties/guarantees, please see [https://shop.smeguk.com/faq/]
Within 30 days of delivery of the product: If a product you have ordered from Smeg (UK) Limited develops a fault, is incorrectly described or not of satisfactory quality, you have a right to a refund. You can also request an exchange. You need to tell us about any problems like this within thirty (30) days from the day after the date of the delivery of that product/service to you. Once the product has been returned, it will be checked and, provided we agree that it is faulty, you will be refunded the price of the faulty product/service along with the delivery charges you paid.
Between 30 days and six months after delivery of the product: If a product you have ordered from Smeg (UK) Limited develops a fault after 30 days of delivery, but less than six months after delivery, you will usually be offered a repair. If the repair cannot be completed then you may be offered a replacement instead of a repair. If the repair or replacement provided has not resolved the problem, you can request a partial refund of the price you paid for the product, or reject the product and seek a refund.
How to return a faulty product. You can return your order by contacting us [here], all return requests for orders must be made in writing – so please don’t call to return your goods. We will then provide you with instructions on how to return the product within 3 days of receiving it. You’ll need to return the products using the instructions provided within 14 calendar days of your cancellation. For more information on our returns process, please visit our returns page [https://shop.smeguk.com/faq]
In the event you have requested a refund for the faulty goods, you’ll usually receive your refund within 14 days of the returned goods being received and receipted by our warehouse.
What can’t you return? Products with problems caused by accident, neglect, misuse or normal wear and tear can’t be returned and won’t be covered by our warranty. Also, if you return something which isn’t actually faulty, the product may be returned to you at your expense or, if you fail to pay the return costs, may be disposed of and in any event the refund will not be processed.
Due to the nature of our products, your delivery times will be dependent on what you order – for more information, please see [https://shop.smeguk.com/faq] Please note all delivery times given to you are estimates only and we do not guarantee that your goods will be delivered in any particular time period save for those set out by law (30 days from the date of receiving your order confirmation from us). We will not be responsible in the event you pay for faster delivery and this is not fulfilled by our delivery partners.
Disconnection of old appliances. If you have an old appliance that needs disconnecting, you will need to arrange that yourself, using a qualified electrician or registered gas engineer. Please note that due to current circumstances (Covid-19) we are unable to provide any connection or disconnection services – please contact us if you require assistance with this. Do not worry, this will not impact your ability to return your goods, and we will still come and collect them where required to do so.
Statutory rights. You will always have statutory rights in relation to products that are faulty, damaged or not as described. Your statutory rights are not affected by these Terms.
What happens if these Terms are breached? If these Terms are breached, either we are responsible for:
the proportion of the foreseeable loss or damage you suffered to the extent caused by us; or
failing to use reasonable care and skill.
We will not be responsible for any loss or damage that is not “foreseeable”. By “foreseeable”, we mean either it is obvious that it will happen or if, at the time the contract was made, we both knew it might happen.
We don’t exclude or limit our liability to you to the extent it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence, fraud, or breach of your consumer rights.
Events outside of our control. We won’t be liable in the event we are delayed in performing our obligations under these terms due to events or circumstances outside of our control – this will include epidemics and pandemics. We will be allowed a reasonable extension of time so we can perform these obligations after any “out-of-our-control” event.
Products are for domestic and private use only. We will not have any responsibility to compensate you for any loss of profit, loss of business, loss of earnings, business interruption, or loss of business opportunity. If you use our Website in a business capacity in breach of these Terms, then to the extent permitted by law we will not have any responsibility to you.
Where you provide us with data. We will only hold data you provide to us for the purposes it was given to us in the first place, for example, this may be for the personalisation of goods. You must not provide us with any data or content that is harmful, derogatory, defamatory or pornographic. We may cancel any orders which do not meet these requirements and will not be responsible to you if we do.
What laws apply to these Terms? These Terms are governed by English law and you can bring legal proceedings in the English courts. If you live in Scotland you can bring legal proceedings in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in either the Northern Irish or the English courts.
Complaints handling. If you are not happy with how we have handled any complaint, you may want to submit the dispute to the Furniture & Home Improvements Ombudsman (at fhio.org), for online resolution by an independent body.
Changes to these Terms. As Smeg (UK) Limited and our e-commerce offering grows and improves, we might have to make changes to these Terms. We will do this by uploading the latest version with a date confirming when they went live. The new Terms will not affect any orders placed prior to the time of go-live of any new Terms, but will apply to future orders placed after the time of such new Terms.