Returns & Refunds

Last updated: 12 August 2026

At Smith & Feeble, we make and supply products for riders who actually use them. We therefore ask that you choose carefully before placing an order.

This policy explains when we will accept returns and refunds. Nothing in this policy affects your statutory rights as a consumer.

1. Change-of-mind returns

For eligible products purchased online, you have a legal right to cancel your order within 14 days of receiving the goods, without giving a reason.

If you wish to cancel, you must notify us within this period. Once you have notified us, the goods must be returned to us within a further 14 days.

The customer is responsible for the cost of returning unwanted goods unless the item is faulty, damaged or incorrectly supplied.

We will not provide prepaid return postage for change-of-mind returns.

2. Condition of returned goods

Returned goods must be sent back unused, unworn and in the same condition in which they were received, wherever reasonably possible, and with all original packaging, labels, accessories and components.

You may inspect an item as you reasonably would in a shop. However, you must not use, ride, install, modify, assemble, mark, scratch, damage or otherwise put the product into service.

For scooter parts and equipment, fitting, riding or otherwise using the product will generally constitute use beyond what is reasonably necessary to inspect the goods.

We reserve the right to reduce any refund where the value of the goods has been diminished because they have been handled or used beyond what is reasonably necessary to establish their nature, characteristics and functioning.

This includes, but is not limited to:

• Scratches, dents, chips or marks
• Signs of installation
• Signs of riding or use
• Dirt, grease, dust or other contamination
• Damaged packaging
• Missing packaging, components or accessories
• Cut, applied or otherwise used grip tape
• Fitted scooter parts
• Altered, modified or personalised products
• Any other condition that reduces the resale value of the product

Products that have been ridden or materially used are not eligible for a change-of-mind return.

This does not affect your statutory rights where goods are faulty or otherwise do not conform to the contract.

3. Custom and personalised products

Custom-made, personalised or specially produced products are non-returnable for change-of-mind reasons, unless the product is faulty or otherwise does not conform to the contract.

This includes products made or prepared specifically to a customer's requirements, including custom colours, custom graphics, custom grip tape, personalised items and bespoke scooter builds.

Please check all measurements, specifications, colours and options carefully before ordering.

Once production has commenced on a custom order, we may be unable to cancel or amend the order.

4. Grip tape

Due to the nature of the product, grip tape that has been cut, applied, fitted or otherwise used cannot be returned for a change-of-mind refund.

Please check the size, colour, design and compatibility before opening or applying grip tape.

Once grip tape has been applied to a deck or otherwise used, it is considered used and cannot be returned unless it is faulty.

5. Sale and discounted products

Sale and discounted products are subject to the same statutory consumer rights as full-price products.

However, where a product is purchased as a clearance item or with a clearly stated existing defect, that defect will be identified before purchase and cannot subsequently be used as a reason for a refund.

6. Faulty or incorrect products

If you believe your product is faulty, damaged on arrival or was supplied incorrectly, contact us as soon as possible with:

• Your order number
• A description of the issue
• Clear photographs of the product
• Photographs of the packaging where relevant

We may ask you to return the product for inspection before determining the appropriate remedy.

Where a product is genuinely faulty or does not conform to the contract, your statutory rights apply. Depending on the circumstances, this may include repair, replacement, price reduction or refund.

Normal wear and tear, accidental damage, misuse, improper installation, modification, impact damage or damage resulting from riding are not manufacturing defects.

7. Scooter parts and riding equipment

Scooter components are designed for use within their intended purpose and specifications.

Damage resulting from crashes, impacts, excessive force, incorrect installation, improper maintenance, modification or use outside the manufacturer's stated specifications is not considered a manufacturing defect.

Where appropriate, we may request photographs, videos or return of the product for inspection before agreeing a remedy.

8. Returning an item

Do not send an item back without first contacting us.

Unauthorised returns may be delayed while we establish the relevant order and reason for return.

When returning an eligible item, please package it securely. Smith & Feeble cannot accept responsibility for goods that are damaged or lost while being returned using a carrier arranged by the customer.

We strongly recommend using a tracked delivery service and retaining proof of postage.

9. Refunds

Where a refund is due, it will normally be made using the original payment method.

For eligible change-of-mind cancellations, we may wait until the goods have been returned, or until you provide evidence that they have been sent back, before processing the refund.

Where permitted by law, the refund may take account of any reduction in the value of goods caused by handling beyond what was reasonably necessary to inspect them.

We will not refund additional delivery charges where you selected a more expensive delivery option than our standard delivery service.

10. Exchanges

We do not operate a general exchange service for unwanted products.

If you require a different size, colour or product, you should return the eligible item in accordance with this policy and place a new order.

This allows us to keep stock and availability accurate.

11. Incorrectly ordered items

Please check your order carefully before completing payment.

We are not responsible for customers ordering the wrong:

• Size
• Colour
• Model
• Specification
• Wheel size
• Bar size
• Clamp size
• Deck size
• Grip tape size
• Custom option
• Quantity

Eligible unused products may still be cancelled and returned in accordance with your statutory cancellation rights.

12. Uncollected or refused deliveries

If an order is returned to us because the customer failed to accept delivery, failed to collect the parcel or provided an incorrect delivery address, this does not automatically constitute a cancellation.

Where the customer subsequently requests a refund, we may deduct reasonable costs actually incurred by us where permitted by law.

13. International returns

Customers outside the UK are responsible for return postage unless the goods are faulty, damaged or incorrectly supplied.

Customers are also responsible for ensuring that returned goods comply with applicable postal, customs and import requirements.

We cannot accept responsibility for customs charges, duties or losses arising from an international return.

14. Proof of purchase

We require sufficient information to identify the original purchase before processing a return or refund.

This will normally be your Smith & Feeble order number or the email address used to place the order.

We are not required to accept returns from someone other than the original purchaser.

15. Our right to inspect returns

All returned goods may be inspected before a refund, replacement or other remedy is agreed.

We may request photographs, videos or further information where this is reasonably necessary to assess the condition or alleged fault.

A return being received by Smith & Feeble does not automatically mean that a refund has been approved.

16. Statutory rights

Nothing in this policy limits or excludes any rights you have under applicable UK consumer law.

Where goods are faulty, not as described, or otherwise fail to meet the requirements of the law, your statutory rights remain unaffected.

Where a statutory right conflicts with a provision of this policy, the statutory right will apply.

17. Contact

To request a return or report a faulty or incorrect product, please contact Smith & Feeble through the contact details provided on our website.

Please include your order number and sufficient information for us to identify the product and issue.

Please do not return products before contacting us.

In short

Changed your mind? Eligible unused products can be returned within the statutory timeframe.

Used it? A change-of-mind return may not be accepted, and any loss in value caused by use may be deducted where legally permitted.

Custom-made it? No change-of-mind return where the law permits us to exclude cancellation.

Ridden it? Not eligible for a change-of-mind return.

Faulty? Your statutory rights still apply.

Ordered the wrong size? You're responsible for checking your selection, but statutory cancellation rights still apply where applicable.

Want an exchange? We don't offer a general exchange service; return the eligible item and place a new order.

Please choose carefully before ordering.