Online Orders - Returns and Refunds

This policy is purely for Online orders. The Online Returns Department cannot deal with products purchased in-store.

Please note, a return request should only be raised once you have physically received your order and not prior to that date as it may affect your returns period window.

PLEASE CONTACT US BEFORE SHIPPING ANY RETURNS BY POST. This is to ensure we provide the correct details for your particular situation. Please use the returns request button which is shown on every order page OR contact us by our Enquiry Form and choosing "Returns Query" from the subject list.

ONCE YOUR RETURN IS AUTHORISED: Please include your order reference number, product code and reason for return in your return parcel so that we can identify your order.

If posting the item, it should be returned to us by the most economical tracked method, as it remains your property until we have received it. Please ensure it is well packed to avoid damage in transit.


If you have received the wrong item or the item you have received is damaged or faulty, please contact our Returns Department as soon as possible (for timeframes please see below). You should use our Enquiry Form and choose "Returns Query" from the subject list

Please ensure to include your order reference number, product code and reason for return. Further details can be found in the breakdowns below.

If the item was found to be damaged or has a visible fault on receipt

Please inform us of ALL DAMAGES within 24 hours of delivery of the goods. Please send pictures of the damage to the product and of all sides of the shipping box/packaging, with your Order Reference number, to ku/oc/htimsnhoj//snruter/enilno so that we can log your claim immediately.

Outside of that time and without the photographic proof we may be unable to help due to restrictions on claims 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 when needed.

Please do not post back damaged/incorrect/faulty items at your own cost unless authorised by our Returns Department.

If the item was found to be faulty after use

We will either replace or arrange a repair for the item dependent on the manufacturer's warranty terms. A like for like replacement or full refunds can normally only be provided if the fault occurs within 30 calendar days of receipt of the item (please ensure that customer service is informed within the 30 calendar days) AND after the manufacturer confirms the fault falls within their warranty. After that 30 day period the terms of the specific manufacturer's warranty 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 particularly complex (we do not have on site technicians). Please always contact us in the first instance and we will do everything we can to get the issue resolved and help you in the process.

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

If the item was incorrectly supplied/there was a description error

Please notify us using the Enquiry Formwithin 48 hours from the time of delivery. Please be ready to provide pictures of the item received and any codes on the item/tags.

If we have made a mistake in fulfilling your order or there is a discrepancy between the item you ordered and what you received, 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 incorrect item back within a reasonable time before these can be issued. 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, 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.

"CHANGE OF MIND" (Unwanted item) Returns

Should you change your mind about your order, John Smith's operates a 'no questions asked' returns policy providing you return your product 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.

A full refund for the value of the returned item will be given within 7 days, providing that the item, accessories (where applicable) and retail packaging is in the original, re-saleable condition (no tears or damage).

Any postage costs incurred when returning your items will be at your own cost.

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


All returns should be securely wrapped and sent, with the Order Reference and reason for the return, to the following address once authorised:

John Smith's Returns Department
Engagement House
Unit 3/4 West Quay Road
SO15 1GZ

Refunds will be issued within 7 days of us receiving the item in perfect condition and we will contact you by email once this has been completed.

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.

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.

The Details

ELECTRICAL items which have been opened and set up with an account MUST be factory reset: any Google, iCloud accounts etc. removed prior to the reset and the product unregistered. PRINTERS: Ink cartridges & toners must still be sealed, not installed.

HYGIENE: Some products will not be accepted back if they are unsealed or have obvious marks of use for health or hygiene reasons. These products include (but are not limited to) items such as towels, stethoscopes/medical equipment, earphones and mouthguards. If in doubt please contact us to check!

LAW STATUTE BOOKS which can be used in exams are not returnable unless faulty.

BIKES and other large boxed deliveries: Please do not discard the box for your purchase until you ensure you are happy with your purchase as the bike will need to be returned in the original box. Please note bikes from Raleigh are not delivered assembled. For further instructions and a helpful video please see Raleigh's assembly instructions on each bike's page.

SOFTWARE & DIGITAL Products: Physical products containing software such as DVDs and CDs, or books including software or books containing software or access codes, MUST still be sealed to be accepted back.

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.

The ONLY exception are KORTEXT eBooks which may 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.

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.

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

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.


Please note that any orders sent out that are returned to us as undelivered for whatever reason (e.g. requiring a signature, recipient not at home or address incorrect) will be returned to stock and refunded. The original postage cost will not be refunded in these cases.