FREQUENTLY ASKED QUESTIONS
CAN I RETURN MY PRODUCT?
If for any reason you are unhappy with your purchase, you can request to return it within 30 days of receiving your order if it remains in its original condition. This means a visual inspection, NOT a product trial. To be eligible for a return, products must be new and unused, unopened with seals intact, and remain in its original packaging. This applies to items purchased from this site only and proof of purchase is required. We cannot accept the return of goods after the 30 day period unless they are being returned due to a potential fault.
To request a return, you can contact us at help@philsmithagencies.co.uk or via our ‘contact us’ form. If your request is accepted, you will be provided with instructions on how and where to send your package and issued with a reference number to be included. If you do not include the relevant information as requested, we may not be able to identify your package. Please be aware that you will be responsible for the cost of returning the goods unless you received the wrong item.
WHERE IS MY REFUND?
If eligible, refunds will be made to your original payment method and should reach your bank within 10 working days once processed. Refunds can only be provided if your product is returned in perfect condition, new and unused, with original packaging intact and complete. Original delivery charges are non-refundable.
Please note that we are unable to provide any refund or replacement unless we have the item/s returned back to us. Items sent to us without requesting a return first will NOT be accepted and you will have to cover the postage cost if you wish to have the package returned to yourself.
AM I COVERED BY WARRANTY?
We have a 12 month warranty period for all electrical items. This covers all non-moving parts, including the battery, circuit board and all electrical elements. Blades, chargers and switches are NOT covered under warranty.
You are not covered by warranty if products are faulty due to wear and tear, wilful or accidental damage, lack of maintenance, negligence by you or any third party, use otherwise than in accordance with their intended use, failure to follow manufacturer’s instructions, or any alteration or repair carried out without the prior approval from ourselves. Any of the above may void your warranty.
If your returned item is assessed and no manufacturing fault is identified, you will be liable for the postal expenses incurred in returning the goods to your address.
WHERE IS MY PARCEL?
Whilst we make every effort to ensure all deliveries are completed with the said time frame, times quoted are made in good faith, but shall not be binding.
All orders are shipped with a tracked delivery service. Your tracking should provide more information on the whereabouts of your parcel.
In the event of customer absence at the time of delivery, an attempt will be made by the courier to re-deliver on another day. Any request to deliver to an alternative address after repeated failed attempts by the courier may incur extra postage charges.