Returns Policy

SmartHub Returns & Exchanges Policy

Last Updated: May 2025

🏢 Company Information

SmartHub - Fully registered UK company committed to exceptional customer satisfaction.

✅ UK Company Registration: 16108540
✅ VAT Registration: 487 9424 31
✅ Address: 61 Bridge Street, Kington, HR5 3DJ
✅ Contact: centralinfo@ophirwaves.com

All returns comply with UK Consumer Rights Act 2015.

🛡️ Our Returns Promise

✅ 30-day return window (exceeds required 14 days)
✅ Full refunds for change of mind returns
✅ Free return shipping for defective items
✅ Same-day processing of return requests
✅ 5-7 business day refund processing

📋 Return Eligibility

✅ Returnable Items

Unused products in original condition
Original packaging with all accessories
Within 30 days of delivery
Protective seals intact

❌ Non-Returnable Items

Used/damaged products (unless defective)
Missing accessories or packaging
Activated software licenses
Items past the 30-day window

🔄 How to Return

Step 1: Contact Us

Email: centralinfo@ophirwaves.com
Include: Order number, items to return, reason
Response: Within 8 hours (business days)

Step 2: Get Authorization

RMA number issued within 24 hours
Return label provided (for defects/errors)
Return instructions included

Step 3: Ship Return

Use original packaging when possible
Include RMA number visibly
Track your return shipment

Step 4: Receive Refund

Inspection: Within 2 business days
Processing: 5-7 business days
Method: Original payment method

💰 Refund Information

Return Type	Refund Amount	Return Shipping
Change of Mind	Full product cost	Customer pays
Our Error	Full cost + shipping	We pay
Defective Item	Full cost + shipping	We pay
Wrong Item	Full cost + shipping	We pay

Processing Times:

Credit cards: 5-7 business days
PayPal: 1-2 business days
Bank transfer: 1-3 business days

⚠️ Damaged/Defective Items

Report Within 48 Hours

Contact us immediately
Provide photos of damage/defect
Keep all packaging

Resolution Options

Immediate replacement
Full refund, including return shipping
Express shipping for urgent needs

🔄 Exchanges

We don't offer direct exchanges. Instead:

Return original item (full refund)
Place a new order for the desired item
New item ships with FREE shipping

Benefits: Price protection, fresh warranty, latest stock

⏰ Delayed Refunds

If the refund is not received after 10 business days:

Check bank account for pending transactions
Contact your bank (processing delays are possible)
Contact SmartHub if still missing

🛡️ UK Consumer Rights

Your Legal Rights Under the Consumer Rights Act 2015:

14-day cooling-off period
Right to reject faulty goods (30 days)
2-year warranty protection
Right to repair/replace/refund

SmartHub Exceeds Requirements:

30 days vs required 14 days
Free return shipping for defects
Same-day processing
Professional UK-based support

📦 Special Categories

High-Value Items (£500+)

Additional documentation required
Signature required for returns
Priority processing

Business Orders

VAT handling per regulations
Extended terms available
Account management support

Gift Returns

Recipients can return directly
Refunds to the original purchaser
Store credit available

📞 Customer Support

📧 Email: centralinfo@ophirwaves.com
📞 Phone: +44 7526 269384
🕒 Hours: Monday-Friday, 9:00 AM - 5:00 PM GMT

Response Times:

Email: Within 8 hours
Phone: Immediate (business hours)
Return processing: Same day

🔗 Related Policies

[Shipping Policy] - Delivery information
[Terms of Service] - Complete terms
[Privacy Policy] - Data protection
[Warranty Policy] - Product coverage

🛡️ Terms & Limitations

Returns subject to inspection
Customer pays return shipping (except for defects)
Refunds are limited to the original purchase price
Policy changes are effective upon posting
UK law governs all disputes

✅ Satisfaction Guarantee

If unsatisfied with our returns process:

Escalate to management
Access external dispute resolution
Full UK consumer law protection

Professional returns policy exceeding UK legal requirements with full consumer protection.