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Coronavirus news: As of today, there is no disruption to your University scheme and this website will continue to support home study as well as self-isolation. However there are now availability issues with some products. See below for full product and delivery updates.

RETURNS POLICY

Online Orders - Returns and Refunds

Covid-19 update: Please note that returns are often taking longer to arrive back to us due to the restrictions on couriers and Royal Mail with regards social distancing working practices - please bear with us during this time.

If you haven't received your order yet and no longer want it, please contact Customer Services via the Enquiry Form - the Returns Department only deals with products that you have physically received.

PLEASE CONTACT US BEFORE SHIPPING ANY RETURNS BY POST. This is to ensure you have the correct details for your particular situation. Please use the returns request button which is shown on every order page OR contact us, WITH your JS (John Smith's) Order Reference, through the Enquiry Form and choose "Returns Query" from the subject list.

Reasons for return:

1. Product arrived damaged

2. Wrong product received

3. Product does not match the description/ is missing parts

4. Product does not work (defective/faulty)

5. Product is no longer wanted

Other (please contact us with your JS order reference number for advice if the reason for return does not fit the above)

ONCE YOUR RETURN IS AUTHORISED: Please include your John Smith's order reference number (starts with "00") and reason for return in your return parcel so that we can match the parcel to the order.

When posting the goods, please ensure the goods are well packed to avoid damage in transit as unreported damage will affect the eligibility for return acceptance. We cannot be held responsible for parcels damaged in transit on their way to us.

Please do not post back damaged/incorrect/defective goods at your own cost unless advised to by the Returns Department.


1. If the parcel/goods have arrived damaged or has a visible defect on delivery

This MUST be reported within 24 hours of delivery of the goods WITH your JS Order Reference number and pictures.

You must email pictures (in jpeg, png, or PDF file format) of:

  • the damage to the goods,
  • all sides of the shipping box/packaging, including the shipping label

to ku/oc/htimsnhoj//snruter/enilno so that we can log your claim immediately.

Outside of this time period, and without the photographic proof, we may be unable to help due to restrictions placed on us by the courier. Tracked Parcels must also be signed-for as damaged on the couriers system.

Dependant on stock levels, we will either replace the item or give you a full refund (including original postage costs). Please advise which option you prefer.

In cases where we need to receive the item back before the replacement or refund can be issued, we are able to provide a Pre-paid Returns label which can be used at a local Post Office to return the product. We may be able to arrange a collection where needed.


2. If you received the wrong product

Or

3. the product does not match the product description/is missing parts

This MUST be reported within 48 hours from the time of delivery WITH your JS Order Reference number and a description of the error, to ku/oc/htimsnhoj//snruter/enilno

Please be ready to provide pictures of

  • the goods received (if the retail packaging is sealed please DO NOT unseal it),
  • product information/barcodes on the item,
  • paperwork & shipping labels.

This information helps us to figure out what went wrong and how to sort it for you.

Please be assured, that if we have made a mistake we will arrange for the correct item or a full refund (including original postage costs) to be provided.

In most cases, we will need to receive the goods back within a reasonable time before replacement or refund can be issued. To avoid any further cost to yourselves we will provide a Pre-paid Returns label which can be used at a local Post Office, or arrange a collection where required.

Please note: should we not receive the item back within a reasonable time, we may consider the product accepted as-is and the return will be closed. Please be assured that you will receive at least 7 days warning via email of the closure of the return.


4. If the product does not work (found to be faulty/defective) after use

Please contact us as soon as possible after the issue has been discovered with your JS Order Reference.

If the item has been received under 30 days ago:

Once the goods have been confirmed as faulty we can then issue a full refund, including original postage costs, or replacement, dependant on stock levels. If no fault is found by the manufacturer then we will consider the item for return under the 14 day change of mind return policy.

Please be aware that the issue must be advised to us in writing within the 30 days and the goods returned with all parts in good condition, within a reasonable time period once the return is authorised.

The product will need to be confirmed as faulty under the manufacturers' warranty terms before a full refund or replacement can be issued.

Please do not post back damaged/incorrect/defective goods at your own cost unless advised to by the Returns Department.

If the item has been received over 30 days ago:

The terms of the specific manufacturer's warranty will apply - which will normally be a free of charge repair.

In some cases, we may advise that you need to contact the manufacturer directly to ensure that you receive the quickest and best outcome, or if the issue is intermittent or particularly complex (we do not have on-site technicians), but please always contact us in the first instance.

We do not cover faults caused by accident, neglect, misuse or normal wear and tear.

Electronics: Please remove any accounts/passwords and factory reset the product wherever possible before returning. Apple products MUST have "FindMy" turned off.


5. CHANGE OF MIND (Unwanted) Goods

Should you change your mind about your order, John Smith's operates a 'no questions asked' returns policy providing you return the goods within 14 calendar days of the delivery of your order.

This policy is in accordance with the EU Directive on Consumer Rights UK Distance Selling Regulations. Occasionally we may ask questions to clarify your reason for return - This is only ever to ensure that we are able to process your return as quickly and painlessly as possible.

Unfortunately, we are not able to process an exchange of goods for another product or different size. We are only able to process the return of a product for a refund.

A full refund for the value of the returned goods will be given within 7 days of us receiving it, providing that the goods are returned in the original, pristine condition with no tears or damage - "the goods" include the product, accessories and retail packaging.

Please Note:
Electronics: If used/set-up, they MUST have personal accounts removed and are factory reset before returning. Printers: Ink cartridges must still be sealed, not installed.
Large products, including (but not limited to) chairs and bikes: the products would need to be returned in the original shipping box as this would be the "retail packaging" in these cases.
Software/Digital Products: Goods containing digital codes/software must be still sealed to be accepted

Please be aware that there are some Exceptions to the "change of mind" policy which can be found below


POSTING Unwanted Goods

Once the return is authorised, unwanted goods can be sent to the below address. We will contact you once the return has been processed or if there are any issues.

PLEASE ensure to include the John's Smiths Order Reference and reason for the return so that we can match the parcel with the order.

FAO - Returns Department
JS Group - Engagement House
Unit 3/4 West Quay Road Industrial Estate
Southampton
SO15 1GZ

Any postage costs incurred when returning your items will be at your own cost. However, we suggest that the items are returned to us by the most economical tracked method as they remain your property until we have received them. We cannot be held responsible for parcels lost or damaged in transit to us.

PLEASE NOTE: Any parcels that are returned without the John Smith's order reference number, or any reasonable identifying information, will be kept for a maximum of 14 calendar days and then disposed of if unclaimed.

All returns are accepted at the discretion of John Smith's, and refunds will be given in the same tender type as the original payment.


Change of Mind Exceptions & Other Details

Exceptions:
Hygiene: Some goods may be rejected due to hygiene reasons - If in doubt please contact us to check
Law Statute Books: Cannot be returned as they can be used in exams
Customised/Personalised/Special Orders: These goods cannot be returned and include, but are not limited to, UCB branded products and Kitlocker orders.

Non-physical products - these cannot be "returned" as they are not physical so please direct any enquiries about the below to Customer Services.

KITLOCKER - UCB Students: We cannot authorise refunds for orders placed on the Kitlocker site. We are only used as the payment portal for these orders. Any enquiries you have about your Kitlocker order will need to be directed to Kitlocker themselves.

CLUBS & SOCIETIES & GYM MEMBERSHIPS: Each society / club has their own membership cancellation rules - please refer to the relevant contact at the club/society or gym for their cancellation procedures. NB: We cannot refund until this is confirmed by the club / society or gym.

EBOOKS and other digital products are also non-refundable. When ordering eBooks you have to confirm that you realise you are ordering a digital book NOT a printed copy. They cannot be returned, refunded, or exchanged. However KORTEXT eBooksmay be refunded if the eBook has NOT been accessed or downloaded as this can be checked. If you experience technical difficulty in downloading or accessing a digital product, please contact our Customer Service team for assistance.

ONLINE COURSES: These can only be cancelled within 14 days of the order being placed AND if the course has not been accessed.