Getting ready for your delivery: A Simple guide
We know that choosing new appliances and tech for your home is a big investment and we want getting it to your door to be the absolute easiest part! Whether you have ordered a small tech essential or a beautiful premium appliance that needs specialist care, our friendly delivery team is here to make sure everything arrives safely, smoothly and right on time.
Please take a quick moment to read through this guide before your delivery day arrives. If you have any questions at all, or if you just want to double-check a detail for peace of mind, please get in touch. Our friendly team is always here and happy to help!
Being ready when we arrive
We understand that clarity and communication are key. We will keep you updated every step of the way via text and email alerts. Once your delivery is scheduled, you will receive a notification confirming your details along with a reliable 2-hour delivery window provided by our trusted couriers, plus real-time tracking so you won't have to wait around all day.
Please ensure an adult is present at the delivery address to accept, sign for, and inspect the goods when they arrive. Due to the high value and nature of the products we deliver, we are strictly unable to offer a "leave safe" or "leave with a neighbour" option. If you choose to bypass our delivery instructions and authorise the courier to "leave safe" or "leave with a neighbour", you assume full responsibility for the package. In these instances, we cannot accept liability for any lost or stolen items.
If you need to change your delivery date, please contact us or the carrier at least one working day before delivery to allow us time to reschedule. Smiths TV reserves the right to charge in full for any failed or missed deliveries without prior notification, as well as subsequent redelivery costs.
Gaining access to your property
Clear access is one of the main reasons deliveries face unexpected hiccups. Large appliances require extra planning, and ensuring they can safely enter your property fully packaged is the customer's responsibility. Please review whether any of the following apply to your home:
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Is the access route on ground level? Our standard delivery service for large appliances is strictly restricted to ground floor delivery only.
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Have you measured your entrances? Please carefully measure all relevant doorways, hallways, stairwells, and gates to guarantee that the fully packaged product can be safely moved into the room of your choice.
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Our Appliance Dismantling Policy: Our delivery crews are strictly unable to remove parts of a new appliance (such as taking the doors off an American style fridge freezer) or alter your home's doorways to make an item fit. The item must fit through all entry points completely intact and fully packaged.
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Are there parking restrictions? Please notify us if there are yellow lines, red routes, or specific parking restrictions on your road.
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Is your property difficult to find? If you live down a narrow lane, in a remote area, or a new build that might not show up on standard Sat Navs, please let us know in advance.
If unexpected access difficulties prevent our drivers from safely delivering the items inside your property, you can always request that the crew drop the items off outside, or safely into a garage, for you to take inside at your own convenience. If a delivery must be refused or cannot be completed because an appliance will not fit, the delivery will be logged as failed, and the actual cost of distribution will be charged to you.
Avoiding damage to your property
Many kitchen and home entertainment appliances are bulky and heavy. Our highly experienced delivery personnel will take as much care as possible to avoid any damage when bringing items into your home.
To help them out, please ensure they have completely unobstructed access to the space where you want your goods left, and make sure that any vulnerable floor surfaces are fully covered and protected. For safety and insurance reasons, we do not allow customers to assist our drivers with the physical delivery.
Unwanted items & returns
Under the Consumer Contracts Regulations, if you purchase online or by phone, you have the right to cancel your order and return your items within 14 days after the date of delivery or collection, without giving a reason.
If you wish to return an unwanted product, it must include all original packaging, be unused, undamaged, and in "as new" condition complete with all accessories. For all home entertainment products (such as TVs), we strictly ask that you retain the original packaging for a minimum of 30 days from receipt for transportation purposes.
You have the choice of returning the products via your own means to our head office (Smiths TV, 114 Manchester Road, Southport, Merseyside, PR9 9BJ) or requesting that we arrange a collection. You will be responsible for the direct cost of return carriage (this includes cancellations made while an item is already out for delivery), and a re-stocking fee may be applied for items that have been opened.
Damaged or faulty items
While rare, items can occasionally be damaged in transit or develop a fault. We ask that you thoroughly inspect your goods upon arrival. If you notice the packaging or item is visibly damaged, please refuse the delivery and notify us immediately. If you are unable to check the item at the exact time of delivery, please sign the delivery note as "unchecked". Please note that if they are signed for as "unchecked", you may have a problem later reporting any damage.
Once items are delivered, you must notify us of any unpacking damage within 48 hours of receipt, along with photographic evidence. Regrettably, we cannot accept claims or returns for transit damage reported after this 48-hour window has closed. Please do not attempt to install an item that has arrived damaged.
If your product develops a manufacturing fault within 30 days of delivery or collection, you have the right to a full refund, exchange, or repair. If a fault develops after 30 days but within its standard warranty period, we will arrange a prompt repair service. In all cases, we reserve the right to inspect the product to verify the fault.
Unforeseen delays
Despite our very best efforts, extraordinary circumstances beyond our reasonable control, such as severe weather, traffic accidents, vehicle breakdowns, or supply chain disruptions, can occasionally cause unexpected delays.
Because we cannot completely guarantee delivery time frames against these types of events, we strongly advise our customers not to book kitchen fitters or engineers until the goods are safely in your possession and have been thoroughly inspected. Smiths TV shall not be liable for any financial losses, fitter fees, or expenses caused by a delivery delay.
Old product collections & recycling
If you have selected our removal and recycling service, please ensure that your old appliance is completely disconnected, defrosted (if applicable), and pulled out of its space before our delivery team arrives. However, if you have purchased an official Smiths TV Installation and Disposal service alongside your new freestanding appliance, our teams will handle the disconnection for you.
Please note that all installations are done strictly to existing, safe services, our teams cannot carry out additional plumbing or electrical work. Additionally, your old appliance must be clean and able to safely fit through your property's access routes entirely intact to be extracted by our crew.
We hope everything goes perfectly and that you love your new purchase! For more detailed legal information, feel free to view our full Terms & Conditions page
