Delivery and Returns Policy
Products purchased from The Smart Thermostat Shop have the option to be sent with different delivery services depending on the size and value of the product(s) you purchase.
Orders placed online are dispatched on working days only and for the order to be dispatched on the same working day of your order, the checkout process must be completed before 4pm.
Any order placed after 4pm will be sent the following working day. Friday orders placed before 4pm will be delivered the following Monday (excluding bank holidays), unless the Saturday delivery option has been chosen and paid for. Ordering after 4pm on Friday and at weekends will mean that your order will be dispatched the following working day (excluding bank holidays).
We use Station Couriers UK Ltd for pallet deliveries. We use Diamond Logistics for our parcel deliveries, they use UK Mail/DHL, Royal Mail and DPD for the majority of their UK Mainland deliveries. Channel Islands and various remote areas including the highlands may take longer to arrive and be allocated a different courier service.
When we dispatch your order, you will be notified by email and given the appropriate tracking number (where applicable/available). Diamond Logistics and Station Couriers use a text and email notification service for delivery timings, therefore please ensure we have your correct mobile number and email at checkout.
A signature is required for all our deliveries and goods over the value of £20 cannot be left without a signature.
All items bought on our website require a signature at the point of delivery and will be returned back to your local Post Office or local APC Overnight depot should no-one be at home to sign for them. If this happens the courier should have left you a card. We are able to deliver to a neighbour or a work address if this is more convenient, but this must be specified as the ‘delivery address’. If you want the parcel left with a neighbour if no one is available to sign for your parcel, then you must write this in the ‘notes’ section at the checkout (E.g. ‘Leave with number 24 or 25 if not in’).
Please note Saturdays and Sundays are not classified as ‘working days’ and although a large proportion of our deliveries get there within the timescales defined, we cannot be held liable for exact timings or unexpected delays/strikes once the goods are in possession of our logistics partners, this is beyond our control. Therefore, please do not book trades/competent persons to fit equipment sent from us, until after your items have been delivered. We accept no liability should you do so if an item we dispatch arrive later than expected.
To cancel an order prior to dispatch please contact us at 01686 626 314, you can check on your order’s dispatch status in the Orders section of My Account.
Orders cannot be cancelled once they have been dispatched. Any unwanted orders or individual products can be returned to us after delivery has been made following our Non-Faulty Items Returns Policy.
All items sold on our website are sold with a 12 month warranty (unless otherwise stated). If you suspect an item is faulty, please contact the manufacturer’s technical support line, who after a few questions will decide on the best course of action. We may of course (and have the legal right), to challenge any advice from the manufacturer (we may request photos of the installation, etc) and in any case, we require the manufacturers ‘case reference number’ before any return is permitted. We are not legally obliged to send out new items prior to receiving and confirming any suspected faulty item. Should you choose to purchase a replacement item first (from our website or elsewhere), we are under no obligation to refund any such item, should the product you return to us be deemed not faulty.
If you wish to return an item for any other reason and providing the item is unused (i.e. product not removed from box, tested, fitted or exchanged) and the retail packaging is completely undamaged (i.e. can be resold to another customer upon its return) we will exchange it or refund it as long as the item is returned within 14 days from the date of delivery. Please note that our 14 day returns policy does not apply to special order items or items that are ‘pre-bound’ as part of our pre-binding service.
As part of our extended 14 day returns policy, if you have paid for delivery and decide to return your item(s) or decide to cancel after the item has been dispatched, any such delivery costs incurred by our business will not be reimbursed.
Please follow the steps below, to ensure you obtain a trouble free and full refund.
1. Contact Us via email or telephone first to let us know what items you are returning and most importantly get a returns number and returns form.
2. You must use a Cardboard Box to package and return the item. Do not use ‘jiffy bags’ as your item will get crushed in transit and will not be refunded.
3. Ensure the item is very well packaged inside the box, as we will not refund items that are damaged in transit.
4. Include your returns form inside the box so we know who has sent it. Failure to do this will extend the returns process.
5. You must return your item within 14 days of receiving your returns number. Take your box to the Post Office or use an online courier service and send it back to us using an insured delivery option covering the full retail cost of the item. Items do get damaged and go missing in transit, so please ensure any items sent back are done so under an insured delivery option! Should any items get lost or damaged during transit, we will not refund the items and it will be your responsibility to make a claim against your delivery company.
Our returns address is:
The Smart Thermostat Shop
Unit 31, Vastre Industrial Estate
Upon return of your item(s), we will fully inspect the products to ensure all the above conditions have been complied with. If in anyway the items returned have been unpackaged from the manufacturers original packaging, used, fitted, damaged, swapped or the original packaging is ripped or damaged they will not be refunded and you will be liable for the returns postage back to your address.
Unused purchased items may be considered for a return outside of our 14 day returns policy, however they will be subject to a restocking charge of 50%. Unless the item is faulty, we are under no obligation to accept any return outside of our 14 day returns policy and any return beyond 14 days must be fully agreed by The Smart Thermostat Shop management team before the return item is sent back to us.