SMYTHS Help Centre -
Returns
Online Returns
In Store Returns
Returns FAQs
Online Returns
Returning an Unwanted Item
If you wish to return an unwanted item, you may do so once you notify us within 28 days of receipt of the order. The item must be in its original condition, with all packaging materials, manuals and accessories intact. We reserve the right to refuse returns or to charge you for our reasonable cost if the product is received otherwise than in accordance with these requirements. You are responsible to pay the cost of returning the goods and must ensure that it is returned in protective packaging. Refunds will be applied to the credit card that was used to purchase the item.Please note that due to hygiene reasons certain items cannot be returned. This does not affect your statutory rights.
If you would like to return the item please send the item to the address below along with your dispatch note or else a letter quoting your WSU number and stating the item you are returning and the reason for returning this item.
Smyths c/o Amethyst group
The Parkway
Centrum 100
Burton On Trent
Staffordshire
DE14 2WL
In order for us to accept this return the item must be unused and in it’s original packaging. Once the item is received back to the warehouse it will be checked and granted it meets these conditions we will then offer a refund for this item. Please note that it is your responsibility to return this item in protective packaging and you are responsible for return postage costs.
We will be in touch as soon as we are notified of the return.
Cooling Off Period
There is a cooling off period of 7 days during which you have the right to cancel your order. You must provide notice of cancellation through the online contact form or by telephone call no later than 7 days after the receipt of goods. We will refund in full granted the order is returned in its original condition. You will be liable for the cost of returning the goods and must ensure that it is returned in protective packaging. If you are returning the full order, under the colling off period any initial shipping charges you already incurred will be refunded.
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Returning a Damaged Defective Item
1.If the item was damaged in transit
If you receive delivery of a package and the contents have been damaged in transit, you can return the item(s) to us for a repair, replacement or refund granted you notify us within 10 days of receipt of the order. The item must be returned with all packaging materials, manuals and accessories intact. You will be refunded for postage.
2. If the item is defective (within 30 days of receipt)
You have the right to return a faulty item within a reasonable period of time. Please keep all the warranty information that accompanies your item as this may be needed should there be a fault. In the unlikely event that you have a faulty item, you may find it quicker and easier to contact the manufacturer directly so that they can rectify the problem for you.
3. If the item becomes defective (after 30 days of receipt)
Please keep all the warranty information that accompanies your item as this may be required by the manufacturer, should there be a fault. The manufacturer will be in a better position than the retailer to offer assistance with technical problems affecting its products. In the unlikely event that you have a faulty item, you will find it quicker and easier to contact the manufacturer directly so that they can rectify the problem for you. In a case where the item has become defective after 30 days, you can of course contact us to obtain manufacturer contact details or returns information.
If you would like to return the item please send the item to the address below along with your dispatch note or else a letter quoting your WSU number and stating the item you are returning and the reason for returning this item.
Smyths c/o Amethyst group
The Parkway
Centrum 100
Burton On Trent
Staffordshire
DE14 2WL
In order for us to accept this return the item must be unused and in it’s original packaging. Once the item is received back to the warehouse it will be checked and granted it meets these conditions we will then offer a refund for this item. Please note that it is your responsibility to return this item in protective packaging and you are responsible for return postage costs.
We will be in touch as soon as we are notified of the return.
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Return a Large Bulky Item
Return a Large Bulky Item
For the purposes of this returns policy, "large bulky item" means any item that is over 45kg, e.g. a 13ft trampoline or large outdoor playhouse. The following applies should you wish to return a large item:
Our 14-day returns guarantee
If you are unhappy with your large item, you may return it to us within 14 days of the date of delivery. The item must be in its original condition, with all packaging materials, manuals and accessories intact. We reserve the right to refuse returns or to charge you for our reasonable cost if the product is received otherwise than in accordance with these requirements. You are responsible to pay the cost of returning the goods and must ensure that it is returned in protective packaging. You will be refunded for postage.
If you would like to return the item please send the item to the address below along with your dispatch note or else a letter quoting your WSU number and stating the item you are returning and the reason for returning this item.
Smyths c/o Amethyst group
The Parkway
Centrum 100
Burton On Trent
Staffordshire
DE14 2WL
In order for us to accept this return the item must be unused and in it’s original packaging. Once the item is received back to the warehouse it will be checked and granted it meets these conditions we will then offer a refund for this item. Please note that it is your responsibility to return this item in protective packaging and you are responsible for return postage costs.
We will be in touch as soon as we are notified of the return.
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In Store Returns
In Store Returns
We are happy to exchange or refund merchandise items if returned within 28 days of purchase, provided the goods are unused, unopened and in original packaging and accompanied by a valid Smyth’s Toys receipt.
Please note the following in relation to In Store Returns
Your Receipt
Your receipt is your proof of purchase and your warranty.
28 Day Returns Policy
If your return does not meet the requirements of our 28 day returns policy, the decision to accept the return is at the discretion of the Store Manager. We are unable reverse the Store Manager’s decision.
Manufacturing Faults
Most items are covered for up to one year against manufacturing faults, unless otherwise specified. If you believe your product has has a fault, then you can return to your local store up to one year after your date of purchase with your Smyths Toys receipt, where an assistant will be happy to inspect. If the fault present is deemed to be a non-manufacturing fault (due to accidental damage or mis-use) then we are unable offer you with a replacement or a refund.
Software and Nursery Products
For some Software and Nursery product integrity and hygiene reasons we are unable accept a return if it has been opened. Software and Nursery warranty will be explained to you at the point of sale. Therefore our returns policy does not extend to our Software Zone and Nursery items and it will be the managers decision on each individual case.
Forms of Redress
The acceptable forms of redress are a Repair, Replacement or a Refund. The choice of the form of redress is the retailers. Please contact us if you are not satisfied with the decision made in store regarding an in store return.
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Returns FAQs
Do I have to pay to return my online order?
Yes you will be liable for the cost of returning unwanted goods and must ensure that they are returned in protective packaging. We will only accept unused goods that are returned in their original condition. Please note that we are unable to except certain goods due to hygience reasons. Please contact us if you are unsure or require any further information.
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Can I return a product I purchased online in-store?
Yes, you may return a product you purchased online to your local store. If you wish to return a product to your local store you must:
- Bring a copy of your order dispatch note as proof of purchase
- If you require a refund you must bring the credit card which payment was made on so the store can process the refund
- If unwanted, the product must be unused, unopened and in original packaging
- If the product is damaged or faulty then this will be inspected in store
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Can I return an item I purchased in store?
Yes we are happy to exchange or refund merchandise items if returned within one month of purchase (28 days), provided the goods are unused, unopened and in original packaging and accompanied by a valid Smyths Toys receipt. Please note some exclusions apply. The return will be at the discretion of the store manager
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What if I purchase the item more than a month ago?
The decision to accept the return is at the discretion of the Store Manager.
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