Refund policy

At SmartDrive, we aim to make returns clear and fair. Please read this policy carefully before requesting a return or refund.

1) 28-Day Returns Window

You may request a return within 28 days of delivery.

To start a return, contact us at smartdrivestaff@gmail.com with:

  • Your order number

  • The reason for the return

  • (If relevant) photos or video showing the issue

2) Return Shipping Costs 

Customers are responsible for paying return shipping costs.
We recommend using a tracked and insured service, as you are responsible for the parcel until it reaches us. SmartDrive is not liable for returns lost or damaged in transit.

3) Condition of Returned Items

To be eligible for a return:

  • The return must be requested within 28 days

  • The item must be returned in original condition (unused/uninstalled, not damaged)

  • All original accessories, cables, manuals, and packaging must be included

If returned items are missing parts or show signs of use, we may refuse the refund or issue a partial refund where permitted by law.

4) Refunds Are Issued Only After Return

We do not issue refunds unless the item has been returned and received by us, except where the order is confirmed as not delivered (see Section 6).

Once your return arrives, we will inspect it. If approved, refunds will be issued to the original payment method.

Processing times:

  • Inspection and approval: typically within 5 business days of receipt

  • Bank/payment provider posting time may take additional days

5) Faulty, Damaged, or Incorrect Items

If your item arrives faulty, damaged, or incorrect, contact us as soon as possible at smartdrivestaff@gmail.com with your order number and clear photos/video evidence.

We will assess the issue and, where appropriate, offer a replacement, repair, or refund in line with consumer law.

6) Items That Never Arrived 

If your order never arrived, contact us at smartdrivestaff@gmail.com and we will investigate with the courier.

If the parcel is confirmed as lost in transit (or otherwise confirmed as not delivered), we will offer either:

  • a replacement, or

  • a full refund

7) Non-Returnable / Not Eligible for Refund 

Returns may be refused (or a reduced refund may be issued) if:

  • The return is requested after 28 days

  • The item is used, installed, modified, or damaged after delivery

  • The item is returned without essential accessories/parts

  • The return is sent without contacting us first (so we can provide the correct return details)

8) Your Statutory Rights

This policy does not affect your statutory rights under applicable consumer protection laws.

Contact

Email: smartdrivestaff@gmail.com
Business name: SmartDrive
Return address: 11 Tern Park, Newtownards, BT23 8FP, United Kingdom