All items ordered and payment confirmed before 2pm Monday to Friday are dispatched ,when possible, same day. Items ordered outside of these times are dispatched at the next earliest opportunity. However, on occasion, certain products may be out of stock - On these rare occasions the ordered product/s will be obtained from our suppliers and delivered within 28 days.
Product availability / stock shortages
1) If all item/s selected within your order are out of stock and/or can not be obtained within 28 days due to the item no longer being in production or available from other sources you will be notified by e-mail and your order will be cancelled.
2) If a ‘SOLD OUT’ sign is in place next to the ordered product your order will be automatically cancelled.
3) If your order comprises multiple items and an item/s is/are out of stock the total order value will be amended to account for the missing item/s. If we can not deliver the remainder of your order within 28 days you will be notified by e-mail. If a paid delivery charge has been selected this will still be applicable.
All orders that are sent via Royal Mail or 24h Courier Service we have different shipping options available depending on weight.
Available shipping options
- First Class Standard Post
- First Class Recorded Post
- Special Delivery Next Day (£500)
- Special Delivery Next Day (£1000)
- Special Delivery Next Day (£2500)
- Standard Parcels
- other 24h Courier
We currently ship to the following Countries:
- Czech Republic
- United Kingdom
we would expect you to receive your order within 5-7 days of it being despatched from our warehouse.
Royal Mail is not a trackable or guaranteed service. If you need your order quickly or want the peace of mind of being able to track your order please use our Courier Service please contact us for more infomation.
Royal Mail Restrictions
Due to restrictions on the sizes and weights that Royal Mail can handle, not all items available for sale on the Smart Elex website will be available for delivery by Royal Mail. The following items are not available for Royal Mail delivery:
- Items larger than 40cm x 60cm
- Fragile or breakable items
- Liquids & Chemicals
- Orders with a total weight exceeding 850g
These orders can only be sent via courier. You don't need to worry about weights and sizes though - we calculate the shipping costs for you while you're shopping on the site.
- If you're not in when the Royal Mail attempts to delivery your order, Royal Mail will return your item to your local Sorting Office. They will leave you a card informing you of where you can collect your order from and provide details on how to arrange re-delivery.
- In the unlikely event that Royal Mails is unable to locate your address the goods will eventually be returned to Betterware. A charge may be applied to re-deliver the goods. If the failed delivery was due to error on the part of Betterware or our carrier no additional charges will be made.
- If an item goes missing in the post we are required to wait 14 working days before we can declare the item as lost and issue a replacement.
Orders made with an invalid e-mail address will be cancelled. Orders made with a credit / debit card that are not registered to the invoice address will be cancelled. Orders we feel to be suspicious will be cancelled. Fraudulent orders are always reported to the Police. Should we receive a chargeback from our merchant service provider after the goods have been delivered we will assume that we have been defrauded. All details entered on the order form together with your IP address will be forwarded to the Police.
The above measures are to protect ourselves and our customers against the high levels of internet fraud.
All goods are packed to an adequate level to help avoid damage during transit by Royal Mail / other 24h courier. Should a product arrive damaged please contact us immediately via a support ticket at our online helpdesk. Please submit an RMA request to commence these actions.
After 14 days, from time and date of delivery to given delivery address, all orders will be deemed accepted as in full & in working condition by you.
Undelivered / Lost Goods
If after 15 working days (UK) or 30 working days (Overseas) from the date your order was dispatched (this excludes Saturday, Sunday & Bank holidays) your good/s are still undelivered please contact us to inform that your good/s have not arrived. Please also include reference to your order number and the date that the good/s were ordered. Correct shipping addresses are the responsibility of the purchaser and Smart Elex does not accept any responsibility for orders shipped to incorrect or incomplete addresses. No replacements for lost orders will be dispatched until their loss is confirmed via your chosen delivery agents nor until 31 working days from day of original dispatch.
PreOrdered or Expected in Stock Items
All preordered and expected in stock dates are given as the best estimate based on information provided to us by our suppliers. Any order which contains an item on preorder will delay the shipping of the whole said order until the preorder item arrives into stock. The definition of what constitutes or determines a preorder item is solely the decision of Smart Elex. All dates are subject to change without warning and are NOT to be taken as any guarantee or promised delivery or shipping date. All preordered items are shipped solely on a first come first served basis. If you are unable to accept that the date may change to a later date after ordering then DO NOT under any circumstances make a preorder. All preorders are final and are not subject to any customer cancellations.
If in the unlikely event you receive a faulty product or the product develops a fault within 28 days of your order date, please return it for either a refund or replacement (stock permitting). Refunds are issued within 28 working days from the date the goods are returned. All monies entitled to be refunded will be credited once the item(s) has been received by ourselves - less any cost of shipping incurred by ourselves. Replacements are dispatched within 28 working days. Please enclose your order number, your address & your reason for returning the goods. If after the good/s being tested by ourselves they are found to be fully functional they will be returned to you and a charge will be levied of not more than £50.00 to you. Faulty goods must also be returned in the same aesthetical condition that they were supplied. If any returned good/s are aesthetically damaged they will be returned to you and a charge will be levied of not more than £50.00. Please note any replacement items are sent at your risk and are NOT subject to any replacement / refund in the event they are lost in delivery or arrive damaged in transit. Please submit an RMA request to commence these actions.
For items ordered within the EEC Under the Distance Selling Regulation 2000 you, the consumer, have the right to cancel your order within 7 days. The 7 days begins from the date you receive your order. To be entitled to cancel the order the item must be un-used, unopened, untouched and in a re-saleable condition i.e. all packing, accessories etc. and must be returned at your expense. The cost of any loss of product / component of a product during transit is your responsibility. All monies entitled to be refunded will be credited once the item(s) has been received by ourselves - less the initial cost of shipping incurred by ourselves for UK customers. Refunds are issued by the same medium as the original payment within 28 days from the date the goods are received by Smart Elex. Please enclose your order number, your address , your reason for returning the goods and ensure you obtain an RMA number. For items ordered outside of the EEC there are no refunds on correctly supplied working items. Please be aware we do NOT operate any try before you buy policy. Please submit an RMA request to commence these actions. Items which contain audio or video recordings or computer software which are unsealed by the consumer or goods which by means of their nature cannot be returned (e.g. personalized goods) or are likely to deteriorate or expire rapidly are exempt from any such returns or cancellations.
Incorrectly Ordered Goods
Goods incorrectly ordered by a customer cannot be returned for either store credit or refund. Please be 100% certain you are buying the correct item before purchase and that it is fully compatible with your own equipment.
Incorrectly Supplied Goods
Goods incorrectly supplied by us can be returned to us and exchanged for the correct goods (stock permitting). Please enclose your order number, your address and the goods actually required when submitting an RMA request. Goods must be returned in the same condition that they were supplied. If any good/s are returned damaged they will be returned to you at your cost. After 24 hours, from receipt, all orders will be deemed accepted as full , complete & correct by you.
Good/s returned to us by Royal Mail or Courier
If after a period of time good/s are returned to us by Royal Mail as either undelivered, uncollected, unknown address, refused or for any other similar reason they will be stored by us for a maximum of 3 months. For each completed week that passes a storage cost of £3.00 will apply. Once the storage cost exceeds the value paid for the goods or after 3 months have elapsed (whichever is sooner) the good/s will be disposed of. If within this 3 month period or before the storage cost has equalled the value of the goods you wish for the order to be resent all fees must first be paid. Any items or orders which are reshipped are sent at your risk and are NOT subject to any replacement / refund in the event they are lost in delivery or arrive damaged in transit. Original orders postage and/or delivery costs must be repaid in full and is ONLY accepted in a UK Sterling (GB Pounds) payment of cash only.
Warranty & Returns
All products carry a 28 day return to base warranty should an item you have purchased develop a fault please enter an RMA request stating the original order number, the date purchased and a description of the item and the fault. You will receive a prompt response outlining the remainder of the returns process that is applicable. All return delivery charges and risks are the end customers responsibility. All items must be return in full with all parts, packaging and the original receipt of purchase. Our warranty does not apply to faults caused by accident, unauthorised (or attempted) disassembly or repair of items, neglect or misuse, incorrect installation, damage by / or upon install, installation of third party software nor changing or attempted changing of devices supplied firmware or bios . All warranties are for the original purchaser ONLY. All returned items will be fully tested and if it is believed the fault is not covered by our warranty then they will be returned to you at your cost and a charge of not more than £50.00 will be levied towards you. Should you not reclaim your item within 3 months then the item(s) will be desposed of at your cost and no refunds, compensation or replacement will apply.
Items sent back without prior contact and authorization without RMA
Any Packages returned without an assigned RMA number clearly marked on the outside of the delivery package will be refused delivery and Smart Elex is not responsible for their return. In the rare event a package is accepted, all items within are forfeited at the owners expense. Please see the RMA section to obtain the correct RMA for your package.
An RMA number and authorisation for a return of ANY nature can be obtained thru the footer Returns Link You will then be redirected to an online form which you must complete to gain authority for your return. After the RMA number is issued automatically please wait for necessary authorisation and instructions for your return. No items are accept other than by the following of this procedure. All returned packages must be clearly marked on the outside of the package with the correct allocated RMA number.
Refunds will be given at the discretion of the Company Management.
Gift Voucher & Discount Codes
Any gift voucher or discount codes must be applied at the time of the checkout thru the appropriate checkout options. No discount codes or voucher codes can be applied retrospectively to any completed order. Should any return occur from an order purchased in full or part with any discount or gift voucher code then the full value of any discount applied to the order will be deducted from the value of the return item and no new code(s) will be issued as replacement.
If you have any questions regarding our Warranty, or any other matter, please do not hesitate in submitting a support ticket thru our contact Us Form.
Product Images & Descriptions
We endeavour to keep all images as a true representation of the goods supplied but in some cases it is necessary for a product to get a true representation of its use it may have to be shown with additional items or parts. Please refer to the product description to get a true representation of the goods supplied, if the description is not clear or you are unsure of exactly what is supplied with your purchase then please contact us via the online helpdesk for clarification.