Worried about a repair payment? How to check, cancel or complain

Check the payment

1. 1

   Find the payment on your statement

   The date, amount and how it was paid.

2. 2

   Look for our emails

   About the repair, the price and the device.

3. 3

   Note your device and any reference number,

   So we can find your repair quickly.

If you're waiting for a device

• Email us

  At contact@smarterboxuk.co.uk with your name and the device, and we'll tell you where things are.

• Keep your postage receipt and tracking number

  Until the device is back with you.

Get money back

• Ask us first

  Tell us what happened and what you'd like, such as a refund, and keep a copy of what you send.

• Paid by debit or credit card?

  If you can't resolve it with us, your card provider may be able to raise a chargeback.

• Paid more than £100 by credit card?

  Section 75 of the Consumer Credit Act may give you extra protection. Ask your card provider.

Make a complaint

1. 1

   Email us

   At contact@smarterboxuk.co.uk with "Complaint" in the subject line.

2. 2

   Explain what happened and what you'd like us to do

3. 3

   Keep copies

   Of your emails, receipts and photos of the device.

4. 4

   If you're not happy with our answer,

   Get free, independent advice from the Citizens Advice consumer helpline on 0808 223 1133 (England and Wales) or Advice Direct Scotland on 0808 164 6000.

If you're helping a relative

• You can contact us on their behalf

  With their name, postcode and what you've found. We'll look into it and reply in writing.

• If they may not have understood what they agreed to,

  Tell us and tell their bank.