Refund and Returns Policy

Effective Date: 06/04/2026
Last Updated: 23/06/2026

This Refund and Returns Policy explains how returns, cancellations, refunds, faulty goods, damaged goods, and incorrect orders are handled by SMS Trailers Parts.

Nothing in this policy affects your statutory consumer rights.

1. Consumer Change-of-Mind Returns

If you are a consumer and you purchase goods online from us, you generally have the right to cancel your purchase within 14 days of receiving the goods, without giving a reason.

To exercise this right, you must notify us within the 14-day cancellation period. After notifying us, you generally have a further 14 days to return the goods to us.

To start a return, please contact us:

Email: hello@smstrailersparts.com
Phone: +353 (87) 459 8650

Please include:

your order number;
your full name;
the item or items you wish to return;
the reason for return, if applicable. For change-of-mind cancellations, giving a reason is optional.

Please do not send goods back before contacting us. We will confirm the return instructions and the correct return address.

2. Condition of Returned Goods

For change-of-mind returns, goods should be returned:

unused and not installed, where possible;
in their original packaging, where possible;
complete with all accessories, manuals, fittings, labels, and included components;
in a condition that does not go beyond what is necessary to inspect the nature, characteristics, and functioning of the goods.

If returned goods show handling beyond what is necessary to inspect them, we may make a deduction from the refund to reflect any diminished value, where permitted by law.

Because trailer parts may be safety-critical, installation-sensitive, electrical, mechanical, greased, or fitted to vehicles or trailers, we strongly recommend that items are not fitted, installed, used, greased, wired, cut, modified, marked, or otherwise altered if you intend to return them.

3. Return Shipping Costs

Unless the goods are faulty, incorrect, damaged on arrival, not as described, or we agree otherwise, the customer is responsible for the cost of return shipping.

We recommend using a tracked delivery service and keeping proof of postage. You are responsible for the goods until they are received by us.

If goods are being returned because they are faulty, incorrect, damaged on arrival, or not as described, please contact us before sending them back so we can advise on the most appropriate return method.

4. Original Shipping Charges

For eligible consumer cancellations, we will refund the original standard delivery charge where required by law.

If you selected a premium, express, or non-standard delivery option, any additional delivery cost above the standard delivery charge is generally not refundable, unless required by law.

Return shipping costs are not refunded for change-of-mind returns unless required by law or agreed by us in writing.

5. Refund Timing

Once we receive the returned goods, or evidence that they have been sent back where applicable, we will process any refund due within the timeframe required by law.

Refunds will usually be made using the original payment method, unless otherwise agreed.

Please allow additional time for your bank, card provider, or payment provider to process the refund after it has been issued by us.

6. No Restocking Fee

We do not charge a restocking fee.

This does not prevent us from making a deduction from a refund where goods have been handled beyond what is necessary to inspect them, or where a deduction is otherwise permitted by law.

7. Exclusions from Change-of-Mind Cancellation Rights

The right to cancel may not apply to certain goods, including where relevant:

custom-made or personalised items;
goods made to your specification;
sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed;
goods that have been inseparably mixed with other items after delivery;
items that are excluded from cancellation rights under applicable law.

This does not affect your statutory rights if goods are faulty, damaged, incorrect, or not as described.

8. Faulty, Damaged, Incorrect, or Not-as-Described Goods

If goods are faulty, damaged on arrival, incorrect, incomplete, or not as described, please contact us as soon as possible.

Please provide, where available:

your order number;
a description of the issue;
photographs of the product, packaging, shipping label, and any damage;
product batch numbers, serial numbers, or part numbers where applicable.

We may ask you to return the goods for inspection where reasonably required.

Depending on the circumstances, timing, and applicable law, you may be entitled to a repair, replacement, price reduction, or refund.

In Ireland, consumers may have a short-term right to terminate the contract and receive a full refund if a fault appears within the first 30 days. After this period, repair or replacement may be the first remedy in many cases.

Your statutory consumer rights are not affected.

9. Damaged or Missing Items on Delivery

If your order arrives damaged, incomplete, or with items missing, please contact us promptly so we can investigate the issue with the courier.

Please keep the original packaging where possible, as it may be required for courier inspection or claims.

10. Non-Returnable or Reduced-Refund Situations

We may refuse a change-of-mind return, or reduce the refund where permitted by law, if:

the item has been installed, fitted, used, modified, damaged, contaminated, greased, wired, cut, painted, marked, or altered after delivery;
the item is missing essential parts, accessories, labels, manuals, or packaging beyond what is reasonably necessary to inspect it;
the return is requested outside the applicable return or cancellation period;
the item falls within a lawful exception to cancellation rights;
the goods are returned in a condition that reduces their value due to handling beyond what is necessary.

This does not affect your rights in relation to faulty, damaged, incorrect, or non-conforming goods.

11. Business Customers

Returns from business customers are accepted only at our discretion unless the goods are faulty, incorrect, not as described, or a remedy is required by law.

Business customers should contact us before returning any goods.

12. Return Address

Returns should only be sent to the address we confirm when authorising the return.

Please do not return items to any address without first contacting us, as this may delay processing your return or refund.

13. How to Contact Us

For returns, refunds, damaged goods, incorrect orders, or cancellation requests, please contact us: