Refund policy
Returns and Refunds
All Smartair products are made to order and manufactured to the customer’s selected specification. For this reason, we do not accept returns for change of mind.
Once production has commenced, we are unable to accept cancellations or changes to an order specification, except where required by law.
This does not affect your legal rights if an item is faulty, damaged, or not as described.
If you have any questions before placing an order, please contact us at enquiries@smartairproducts.com. We are happy to help clarify sizes, finishes, product suitability and specifications before manufacture.
Damages and Issues
Please inspect your order upon delivery and contact us as soon as reasonably possible if:
- the item is defective
- the item has been damaged in transit
- you receive the wrong product
Please contact us at enquiries@smartairproducts.com with photographs and a description of the issue so that we can assess and resolve it promptly.
Where a fault is confirmed, we will offer an appropriate remedy in line with your legal rights. Depending on the circumstances, this may include repair, replacement, price reduction, or refund.
Made-to-Order Products
Because all items are manufactured to order and finished to the customer’s selected specification, we are unable to accept returns or exchanges for:
- change of mind
- orders placed for the wrong size, finish or specification chosen by the customer
- colour or finish preferences once production has started
Please check all sizes, finish selections, product suitability and installation requirements carefully before placing your order.
Exchanges
As products are made to order, we are unable to offer exchanges.
If there is an issue with your order due to a fault, damage, or an error on our part, this will be handled under the Damages and Issues section above.
UK Consumer Rights and Cancellation
Under the Consumer Contracts Regulations 2013, the usual 14-day cancellation right for online purchases does not apply to goods made to the consumer’s specifications or clearly personalised.
As Smartair products are made to order to the customer’s selected specification, orders cannot usually be cancelled under the standard cooling-off rules.
This does not affect your legal rights in relation to faulty, damaged, or misdescribed goods.
Refunds
Where a refund is agreed due to fault or error, we will notify you once the issue has been assessed.
Approved refunds will be processed to the original payment method within 10 business days. Please allow additional time for your bank or card provider to process the funds.
If you have not received an agreed refund within 15 business days of confirmation, please contact us at enquiries@calibreclimate.com.