Refund and Return Policy
Last updated: 21 July 2026
This policy applies to consumer purchases made directly from Smart Energy Things at smartenergythings.co.uk. Smart Energy Things is operated by Smartsociates Ltd. Nothing in this policy limits your statutory rights under UK consumer law.
Change-of-mind cancellations for online orders
For most goods bought online, you may cancel your order without giving a reason by telling us within 14 days after the goods are delivered to you, or to a person you nominated to receive them. After telling us that you wish to cancel, you have a further 14 days to send the goods back.
To cancel, email support@smartenergythings.co.uk with your name, order number, the item you wish to return and a clear statement that you are cancelling the order. We will reply with return instructions and the correct return address. Please do not send goods to our registered office unless our support team confirms that it is the return address.
You are responsible for the direct cost of returning change-of-mind items unless we agree otherwise. We recommend using a tracked service and keeping proof of postage. We will refund the product price and the cost of our least expensive standard delivery option. Any extra amount paid for an enhanced or express delivery service is not refundable beyond the standard-delivery amount.
You may inspect goods as you would in a shop. We may reduce the refund to reflect any loss in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods. Where practical, return the item with its accessories, manuals and original packaging.
Faulty, damaged, incorrect or misdescribed goods
Goods must be of satisfactory quality, fit for purpose and as described. If an item arrives damaged, is incorrect, is faulty or does not match its description, contact us as soon as possible. Photos or a short video can help us diagnose the problem quickly, but providing them does not remove your statutory rights.
Consumers normally have a 30-day short-term right to reject faulty goods and receive a full refund. After that period, you may be entitled to a repair or replacement and, if the issue is not resolved within a reasonable time or without significant inconvenience, a price reduction or refund. We will pay reasonable return costs for goods that are faulty, damaged on arrival, incorrect or misdescribed.
Refund timing and payment method
For a valid change-of-mind cancellation, we will issue the refund within 14 days after we receive the returned goods or you provide evidence that they have been sent back, whichever is earlier. For goods that have not yet been dispatched, we will refund within 14 days after you tell us that you are cancelling.
Refunds are made to the original payment method unless we agree another method with you. Your bank or payment provider may take additional time to show the credit after we have processed it. We do not charge a restocking fee.
Exceptions
The statutory change-of-mind right may not apply to certain goods, including products made to your specification or clearly personalised, sealed goods that are not suitable for return for health-protection or hygiene reasons once unsealed, and digital content supplied after you expressly consented to immediate supply and acknowledged the loss of your cancellation right. These exceptions do not remove your rights where goods are faulty, damaged, incorrect or misdescribed.
How to start a return
- Email support@smartenergythings.co.uk with your order number and the reason for contacting us.
- Wait for our return instructions and return address before sending the item.
- Pack the item securely and include the order number inside the parcel.
- Keep your proof of postage until the return has been completed.
Contact and business information
Smartsociates Ltd trading as Smart Energy Things
Email: support@smartenergythings.co.uk
Telephone: +4433 03411727
Registered business address: 37–38 Market Street, Ferryhill, County Durham, DL17 8JH, United Kingdom
Website: https://smartenergythings.co.uk/
For more ways to reach us, visit our Contact page.