Return & Refund Policy

Effective Date: July 1, 2026

At Smooth Enterprise, we are committed to providing high-quality products and excellent customer service. If you are not completely satisfied with your purchase, this Return & Refund Policy explains your rights and the process for returning products and requesting a refund.

1. Returns

You may request to return eligible products within 14 days of receiving your order.

To qualify for a return, the item must:

  • Be unused and in its original condition.
  • Be returned in its original packaging.
  • Include all accessories, labels, and documentation (where applicable).
  • Be accompanied by proof of purchase or your order confirmation.

We reserve the right to refuse returns that do not meet these conditions.

2. Non-Returnable Items

For hygiene, safety, or product integrity reasons, the following items cannot be returned unless they are faulty or supplied incorrectly:

  • Opened Thermal Till Rolls
  • Opened Credit Card Machine Rolls
  • Opened A4 Paper Reams
  • Used Address Shipping Labels
  • Opened Mailing Bags
  • Opened Sellotape or Packaging Tapes
  • Clearance or Sale Items
  • Custom or Special-Order Products
  • Gift Cards (if applicable)

3. Damaged, Defective or Incorrect Products

If you receive:

  • A damaged item
  • A defective product
  • The wrong product
  • An incomplete order

Please notify us within 48 hours of delivery by contacting us at info@smoothenterprise.co.uk.

To help us resolve your request quickly, please include:

  • Your order number
  • A description of the issue
  • Clear photographs of the product and packaging

Once verified, we will arrange a suitable resolution, which may include:

  • A replacement
  • A refund
  • A replacement of the missing item
  • Another appropriate solution

4. Refunds

Once your returned item has been received and inspected, we will notify you of the outcome.

If your return is approved, your refund will be processed to your original payment method.

Please allow 5–10 working days for the refund to appear in your account, depending on your payment provider.

Shipping charges are generally non-refundable unless the return is due to our error or a faulty product.

5. Return Shipping

If the return is due to:

  • Change of mind
  • Ordering the wrong product
  • No longer requiring the item

The customer is responsible for return shipping costs.

If the return is due to:

  • Incorrect item supplied
  • Faulty product
  • Damaged goods received

Smooth Enterprise will arrange or reimburse reasonable return shipping costs where appropriate.

6. Order Cancellations

Orders may be cancelled before they have been dispatched.

Once an order has been shipped, it cannot be cancelled immediately and must instead follow the standard return procedure outlined in this policy.

7. Exchanges

We currently offer exchanges for products that are:

  • Faulty
  • Damaged
  • Incorrectly supplied

If you require a different product, we recommend returning the original eligible item (if applicable) and placing a new order.

8. Bulk & Business Orders

Bulk purchases and business-to-business (B2B) orders may be subject to separate return arrangements.

Please contact our customer service team before returning any bulk order.

9. Inspection of Returned Products

All returned products are inspected upon arrival.

Refunds may be reduced or refused if returned items:

  • Show signs of use
  • Are damaged by the customer
  • Are incomplete
  • Are returned without original packaging where required

10. Contact Us

If you have any questions regarding this Return & Refund Policy or wish to initiate a return, please contact us.

Smooth Enterprise

Address:
71-75 Shelton Street
London WC2H 9JQ

Phone:
03301339446

Email:
info@smoothenterprise.co.uk

We aim to respond to all customer enquiries as quickly as possible and work towards a fair and satisfactory resolution.