Returns & Refunds
SmoothWhiskers.com is totally committed to providing its customers with the best online shopping experience and with complete satisfaction. However, on occasions, we do get it wrong and are therefore happy to assist you in resolving such issues as quickly and amicably as possible.
1 - Returns Policy
This policy is offered in addition to your statutory rights.
Any items returned for refund or exchange must be in original/fully resalable condition and all labels intact.
You can return your items within 14 days of receipt of your order for a full refund to the original payment method used, however you will be responsible for the postage and any associated cost and risk of the return of the goods to us. You must ensure the products are received by our Returns Centre within 14 days of receipt of your order otherwise your refund may be refused.
If you return your purchase by post after the time period outlined above (with the exception of faulty or damaged goods), we reserve the right not to offer you a refund in full. In these circumstances we may instead return your purchase to you and prior to sending it, you will be charged the delivery fee applicable to the products and your location.
A refund will be credited to your original payment method within 14 calendar days of us receiving the returned goods at our Online Returns Centre. Please note some banks may take longer to credit your account. We are not liable and cannot take any responsibility for any bank charges that you may incur during the refund process.
We recommend that you return the items via a recorded delivery service and retain the proof of postage.
More information on how to return online purchases can be found in the: How To Return Your Items section.
2 - Right to cancel
UK and EU customers have the right to cancel orders under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (the “Consumer Contract Regulations 2013”).
3 - How To Return Your Items
Step 1 – Fill your returns form
Print your e-receipt which has been emailed to you, on your Order Dispatch email.
Complete the returns information and include this in the parcel before repacking.
Step 2 – Post your parcel
Take the parcel to your local Post Office
Remember to ask for proof of postage.
If you need a replacement e-receipt, visit the Contact Us page.
You are responsible for the cost of returning the items by post or courier. We recommend that you return the items via a recorded delivery service and retain proof of postage.
Some items must be returned directly to the supplier, please check your Order Receipt for details.
4 - Items Which Cannot Be Returned
We cannot offer refunds or exchanges on the following:
- Unsealed goods
- Unsealed grooming and hygiene products
- Perishable food and beverages
- Free items
- Made to measure or personalised items
5 - Faulty Goods
If you are returning items due to a fault and you received the item more than 28 days ago, please Contact Us
6 - International Returns
These orders must be returned by post or courier following instructions on your order receipt.
You can return your items within 28 days of receipt of your order for a full refund to the original payment method used. You must ensure the products are received by our Online Returns Centre within 28 days otherwise your refund may be refused.
It is your responsibility to pay any delivery charges, duties and taxes incurred to return your item.
7 - Questions
If you have any specific questions about our returns policy, please feel free to contact us at: info[at]niftybrands.com.