Terms and Conditions

About Us

H&E Smith Ltd are completely dedicated to your total satisfaction. If you have any suggestions or comments please email us using the link on the store page.

Our Contact details:
H&E Smith Ltd
Britannic Works, Broom St, Hanley Stoke-On-Trent, Staffordshire ST1 2ER United Kingdom
Phone: 01782 281617
Fax: 01782 269882
Email: sales@hesmith.co.uk
VAT number: 864 3128 23

Goods are sold on the understanding that they are used for there intended purpose.

These terms & conditions of sale do not affect your statutory rights as a consumer. It should be noted that quoted prices are susceptible to change. If you have any questions or are unsure about anything regarding purchasing from the site then please feel free get in touch with us and we will answer any questions you may have.

Making a Purchase

Making a purchase could not be easier. Just browse our store, and add any items that you wish to buy into the shopping cart. After you have finished your selection, click on ‘Checkout’ and you will be asked for a few details that we need to be able to complete the order.

We accept major credit cards including Visa, Visa Debit, Visa Electron and Mastercard; personal cheques (allow 4 working days ); bank transfers. Your order will be automatically acknowledged upon receipt. All prices quoted include UK VAT. You may send your credit card information via phone, fax, snail mail or over the Internet.

Shipping And Handling

All items are fully checked, tested and set up to professional standards before dispatch.

Delivery charges are calculated before payment is made. Once you have added your goods to the cart and headed to your basket, enter your address to calculate shipping. VAT is applied to shipping costs.

PLEASE NOTE: when placing an order online, the delivery cost is shown once you have entered the delivery address.

If you wish to have your order delivered to a different address than the invoice address, please email the order and address details to sales@hesmith.co.uk

Delivery Schedule

We aim to deliver all orders within 4-7 days if the goods are in stock. However please note, a number of our items are made to order and so can take up to 28 days to arrive.

If the goods you order are “out of stock” we will send out the order to you as soon as the product becomes available again. If we cannot source the item we will contact you to inform you.

Back Orders

If your item is not in stock, we will back order for you. You will always be emailed with the option to cancel your order if you would rather not wait.

Tax Charges

For orders made from the UK or the European Union, 20% VAT is added. All other orders are VAT free.

Credit Card Security

When the order is placed at our website, credit card numbers are encrypted using 128 bit encryption. They are only decrypted after they reach our computer. They are not held in clear text on any web site.


If you are not completely satisfied with your purchase, simply return it in its original condition within 7 days and we will exchange or replace it. We promise to acknowledge and deal with all complaints by return. We undertake to handle complaints in a fair and honest manner, informing you of the result in a clear manner.

Reaching Us

If you need to reach us, please email us using the link on the store page. Alternatively you can call on 01782 281617 (International +44 01782 281617) or fax us on 01782 269882 or write to us at Britannic Works, Broom St, Hanley Stoke-On-Trent, Staffordshire ST1 2ER United Kingdom

Calls are charged at normal BT Rates and lines are open between 8.30am and 4.30pm Monday to Friday.

Privacy Policy

H & E Smith Ltd do not disclose buyers’ information to third parties other than when order details are processed as part of the order fulfilment. In this case, the third party will not disclose any of the details to any other third party.

Cookies are used on this shopping site where they are strictly necessary for the site functionality. They are used to aid navigation, and to keep track of the contents of your shopping cart. If you log in to an account, your logged-in status is recorded in a temporary cookie. If you select the ‘Remember Me’ Option in the checkout, a cookie will be used to remember your details. You can turn off cookies by blocking them in your browser Privacy settings. If you turn off cookies, you will be unable to place orders or benefit from the other features that use them.

Data collected by this site is used to:
a. Take and fulfil customer orders.
b. Administer and enhance the site and service.
c. Only disclose information to third-parties for goods delivery purposes.

Returns Policy On Standard Goods

We want you to be happy with your purchase. Please check the goods on delivery and ensure that they are supplied correctly. If any of the goods prove to be unsuitable/not required please inform us within 14 days from receipt of goods. You then have another 14 days to return the goods in the original packaging and in an unused condition for a full refund minus your original delivery fee. You are responsible for arranging and paying for the goods to be returned to us. A re-stocking fee of 25% of your original order cost will be applied if goods are not returned in the original packaging and/or the original packaging is not in resalable condition. A refund will be issued with 14 days of the goods being received back to us.

Returns Policy On Bespoke Goods

Once work on bespoke products has begun, we cannot accept returns or cancellations. If you are placing an order, make sure you have all the details correct, and that you are happy with all the decisions made.

While we always strive to provide quality products, mistakes are possible. If you receive damaged, incorrect, or faulty goods, we will, of course, repair or replace them. Damaged areas should be described in writing, with photos if possible.

If you receive faulty or damaged goods or an incorrect order, we will do our best to provide you with the correct product, but we cannot offer any further discounts or refunds.