Order Processing

• Orders placed before 5pm Mon–Fri are processed the same day and delivered within 3 -5 working days (standard service).

• Orders after 5pm or on weekends / bank holidays are processed the next working day.

• For delivery options, see our Delivery Information page.

• For your protection, all orders undergo automated fraud screening. If there’s a payment issue, we’ll contact you immediately via email.

Delivery & Missing Orders

• Delivery dates are estimates only and may vary due to courier delays which are out of our control.

• If your order doesn’t arrive, report it within 10 working days of despatch for investigation. Delayed reports cannot be processed.

• Lost parcels require a 7 working days courier investigation before we can refund or send a free replacement.

Returned Orders (Undelivered)

• UK Mainland:

  • If the courier is at fault, we cover redelivery costs and will send out your parcel again within 24 hours.

  • If you missed delivery or provided an incomplete address, a £3.99 fee applies for reshipping or refund processing.

Damaged or Missing Items

Notify us within 10 days of delivery for assistance. Claims after this period cannot be processed.

Cancellations

• You may cancel your order anytime before despatch for a full refund within 30 days by emailing us. Please note, cancellation is only confirmed once you receive a response from an acknowledgement by our customer service team. If the items has been despatched before our customer service has seen your email, you will need to cover any return costs to send the goods back to us.

• Once shipped, the order must be returned to us (see Returns Policy).

Returns Policy

• Returns must meet our Returns Policy terms.

• Unclaimed returns are disposed of after 3 months.

Pricing Errors

If an item is listed incorrectly, we are not liable to supply the item at the stated price. We’ll notify you before dispatch and offer the option to:

• Pay the correct price, or

• Cancel for a full refund.
  

Our Guarantee

• 100% genuine products at competitive prices.

• Stock availability varies—popular items may sell out.

Free Gifts & Offers

• Only valid on website orders (excludes credit/warranty replacements).

Complaints

Email contact@smashpro.co.uk with:

• Subject: "Complaint"

• Details: Order number + issue description.
  We aim to respond within 48-72 working hours.

Data Protection

Your privacy matters. See our Privacy Policy for details.