Refund policy

Refund & Return Policy

We offer a 30-day return policy for goods sold within the UK mainland, meaning you have 30 days after receiving your item to request a return for a refund, exchange, or replacement.

Eligibility for Returns
To be eligible, items must be unused, in a saleable condition, complete with all accessories and documentation, and returned in their original packaging. You’ll also need your receipt or proof of purchase. Unpacked or used items cannot be returned.

How to Start a Return
To start a return, please contact us at contact@smsfoodpro.com or call 01625 827 827.
If your return is accepted, we’ll provide instructions on how and where to send your package, along with a return shipping label if applicable. Items sent back to us without first requesting a return will not be accepted.

Restocking Charge
Unwanted, non-faulty goods are subject to a 25% restocking fee based on the order value.

Carriage & Packaging
Carriage charges are non-refundable. You are responsible for securely packaging returned goods to avoid damage in transit.

Damages and Issues
Please inspect your order upon delivery. If the item is defective, damaged, or you receive the wrong item, contact us immediately. For items damaged in transit:

  • Before signing, check for any visible or hidden damage.

  • If damaged, either sign the delivery note as “damaged” or refuse the delivery.

  • Report all transit damage within 24 hours so we can register a claim and advise on the next steps.

Faulty Items on Arrival
If your items are faulty on arrival, notify us within 48 hours.
Items must be returned in their original packaging with all accessories and documentation. Once assessed, we will repair, replace, or refund the item via your original payment method. If no fault is found, the item will be returned to you, and you will be responsible for the return shipping costs.

Exceptions / Non-returnable Items
We cannot accept returns on:

  • Bandsaw blades

  • Mincer plates and knives

  • Knives

  • Slicer blades

  • Custom or special-order products

  • Hazardous materials, flammable liquids, or gases

  • Sale items

Special Equipment
Special equipment ordered by the buyer is subject to specific conditions. Cancellations are not accepted on special orders. Please contact our sales office for full details.

European Union 14-Day Cooling Off Period
If the merchandise is shipped into the EU, you have the right to cancel or return your order within 14 days for any reason. The item must be unused, in its original packaging, and accompanied by proof of purchase. Once cancelled, items must be returned within another 14 days at your expense.