Smart Parts Direct Limited Information

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Special Order Items - Please Note
SPD have to be supplied by smart through smart dealerships.
We do carry more stock than an official dealer, but this stock can never meet every requirement. Everything we show on the website is available given that we can obtain it within 2-5 days, or longer within reason.
Some part numbers may be special order at any time, and so will result in some delay, sometimes this can be an extended time as smart themselves do not carry very much stock of anything and items are always subject to being manufactured on demand.
We cannot advise of delivery delays until they have been notified to us, sometimes there is an obvious delay, at other times no delay is revealed until some elapsed time, when we chase it through a dealer and find there has been or is a shortage.

Items ordered specially have to be paid in advance. This is not just for you, our customers. When we order from any smart dealer the same rule is applied to us.
The dealer does not accept cancellation once parts have been ordered by them since it is not possible for them to cancel. Smart dealers cannot even phone the central parts facility, every contact must be via email, often with slow service in reply.
Smart dealers will not take specially ordered items back into their stock because it was not their intention to hold them in the first place; it follows that they will not give refunds.
This is a rule of any motor trade source, you will see notices displayed in the parts dept of any car dealer, of any make.
We are at the end of the supply chain, and we must follow this same procedure.

Other suppliers and manufacturers may have a delay to supply us of up to 30 days in extenuating circumstances.
For those who ask "why have I paid for this and did not receive it yet", please read the above.

About Us Smart Parts Direct Limited are completely dedicated to your total satisfaction. If you have any suggestions or comments please email us directly from your browser, or though our website "Reaching US" Auto Email link.

Our Contact details:
Smart Parts Direct Limited
Unit 53, Enterprise Park East
Wearfield
SUNDERLAND
Tyne and Wear
SR5 2TA
United Kingdom
Phone: - we cannot guarantee that any phone number for Smart Parts Direct Limited is manned at any particular time.
Please note: the above is not a returns address!!, we need to email any customer of the correct address if such an event arises.
Email: info@Smart-Parts-Direct.com

We have a separate admin address, details available upon request.
NOTE : We are an internet-based mail order company and our business is conducted over this media.
Due to volume of incoming calls, we do not always publish a telephone number, and change it periodically as required.
We do not have a brick and mortar store premises you can visit; - we are mail order! Our stock is held at a number of locations, within and without UK.
We can, by special arrangement, personally serve local customers, from our private address.

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.

Our main Payment Provider is SAGEPAY Secure Payments, through LloydsTSB/CardNet.
Payments can be made by any cards of -
Visa Credit - Mastercard Credit - Visa Delta Debit - Switch/Maestro - American Express(AMEX, but see below).
We are now able to accept payment by Moneybookers, which is not just fast, but the cheapest for oversaeas transactions.
We stopped taking payment via Paypal because of unbusinesslike childish behaviour displayed by a Greek who we are happy to describe as a non-customer, not caused by SPD. We have abandoned paypal due to that comapny's appalling and amateur "customer service", which does not take a fair stance on the side of the trader. Note that paypal is an expensive and non-necessary system, just to pay by card.
Amex charge a higher fee and to cover it we must add 3% as a surcharge to the customer, this surcharge brings it into line with other card payment fees.
We apologize for any inconvenience so caused.
Please email us for any payment problems encountered, we can arrange to take a card payment by telephone.
You may submit card details securely for us to process, customers from overseas (outside UK) do this as they often encounter some problem processing their card if registered outside the United Kingdom - we can usually process such cards through a card terminal.
If you wish to pay by Moneybookers or online bank transfer, email us, so we can supply you with payee bank details. We accept transfer payments in euros, to a Euro account in the Netherlands. Also we accept bank payments by cash or debit card which you may make over the counter of any branch of a UK bank, details can be supplied to you how to do this.
Cheques are acceptable also, always subject to prior clearance.
Please email info@Smart-Parts-Direct.com, or email us with a telephone number so we can call you back (EU and USA included, not elsewhere).

When the email stating confirmation of order is received, this indicates that we have received your order. It does not indicate that a contract exists between us. We will indicate acceptance of your order, and hence a contract between us, when we send you an invoice. We have included this term to protect us in the case of any mistake made in pricing, if we have inadvertently under-priced goods, or we are no longer able to supply a particular product for any reason. In the case of a change of price, or amendment to postal (shipping) costs, we will always contact you first to ensure that the price is acceptable to you. Shipping may not have been calculated correctly in case of large or heavy items - here we will contact you regrding a top-up payment to make it right. We never overchgarge shipping, it is done at actual cost..

Please be advised that due to the nature of our business, items may differ from the photo / description supplied on this web site. Items may unavoidably and suddenly become unavailable from our suppliers.

All Smart and Brabus parts advertised on this website are of course genuine parts as supplied by the manufacturer. Documentation including instructions for fitting will be provided only on an "as-available" basis. Note that Smart do not supply fitting instructions with any parts, they expect you to have everything fitted at a smart centre!

Items may be supplied as "not boxed". This does not detract from the condition. We have situations where we buy in goods which have been displayed, or dealer's excess stock. Some items could however be stated from time to time, to be "seconds", "used" or not being perfect. We will always point out defects (if exist) or tell you if an item is "used". We supply service items from sources other than "smart manufactured" - remember that in fact Smart buy in all parts just as we do.

Shipping And Handling Small items (under 2kg) are sent by the post office on SPECIAL DELIVERY service.

For heavier or bigger items, panels.wheels, turbos, etc (i.e. bigger than 50x30x30cm or over 10kg) we use UPS or FEDEX. We book most larger parcels with Interparcel - who offer you very low cost courier rates using some of the biggest carriers in the world. In UK FedEx and UPS are 1-2 days service. We prefer FedEx as our preferred carrier for overseas deliveries, occasionally ParcelForce/UPS/DHL depending on best cost to the customer.
Saturday deliveries by carrier are only if carrier does this without extra charge (typically UPS).
The carrier should leave a calling card if nobody is at home, then you will need to contact them for either redelivery or to make a personal collection from their local depot, this cannot be our responsibilty.
Any damages noticed must be brought to the driver's attention, and signed for accordingly. If fragile items are not checked within 24 hours of receiving, we will not be able instigate any refunds/replacement.

Occasionally, we will deliver personally in our own transport (e.g. body panels).

The delivery charge calculated by our ordering system, is according to the total order value of the goods. We may often have to make revisions based on actual size and/or weight, if large or heavy items are involved, and an extra shipping fee requested.

Please be advised that Post Office mail may be sent on any day of the week, including Saturday, but we cannot guarantee every day like this.
Carriers collect from us on any weekday (Monday to Friday).

International parcels booked though Interparcel, may take up to 5 days to arrive, dependant on location. We will offer you any alternaives available..

Overall, you should normally receive your item within our advertised "7 business days", although we have no control over times once we have actually shipped. In case of Force Majeur, we are not liable for delays.
We reserve the right to charge £2.50 to cover the cost of handling and packing on each order you place (usually only over £20 value).

Delivery Schedule Items will be despatched as soon as possible, usually well within 5 business days [more below].
Our main weekly collection by Interlink (part of DPD group) is on Monday / Thursday, for all heavy/bulky items.
International parcels go via Interparcel, being collected from us on any weekday. Interparcel offers very low cost courier rates with all major carriers.
Items are always sent out by some recorded signed for method. We do not supply tracking information unless requested. UK deliveries are not worth providing tracking info, as are first class/next day.....
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Your order will normally arrive within 7 business days, as above it could exceptionally take up to 28 Days.
Sellers are not responsible for delivery times given by carrier, they exclude weekends and bank holidays, and vary with destination, delays are likely particularly during peak periods. Deliveries outside Great Britain can be subject to local Customs delays in your own country, outside our control. Any local taxes from your own Customs are your responsibilty - we only export the goods, you import them!
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Special Order items
Very often we are asked by a customer to obtain parts we do not normally hold in stock. The website states "we can and will get any item", and items may have the wording "special order only" or we state "we will get it to order". In these cases we will have to incur upfront expenses to acquire the item(s).
Smart/Mercedes dealers have a policy of requiring up-front payment for any any item they themselves do not stock, with no return policy whatsoever - other companies from outside UK from whom we buy also require pre-payment and shipping costs to be paid by us before sending to us. Delays can occur of 5-28 days. We do not accept cancellation under circumstances where we have already paid for goods that had to be preordered.
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Please allow 7 days before contacting us about delivery, we will always do our best to deliver by then. We will respond to emails after this time. We are not going to answer emails so soon as first 48 hours, we may not have had time yet to get to tyopur order, or the goods could be in the post by that time.
We have up to 4 or 5 stock deliveries into us every single day, sometimes a short delay may ensue before we can despatch your item. P l e a s e d o n o t p a n i c !

Back Orders If your item is not in stock, we will automatically back order for you. It is a normal situation that smart always show items available, even though they may have to be shipped from Germany. We are not aware of delays until they happen. Usually we can obtain anything within 28 days maximum.
You will always be emailed if we know at the outset, or when we become informed, that this is going to cause more than a 14 day delay.

Back orders
Back orders are normally fulfilled well within our advertised 28 day period. We have an excellect delivery arrangement with Smart, who come to us on any day of the week including a Saturday. With other suppliers we are constantly reordering, and can have many deliveries every month.

Special Order Items
Some of the products we sell are classed as "Special Order" items, for which we always require pre-payment. For these items we must pay a supplier/ manufacturer to send to us - in the motor trade this often results in a chain reaction through different supply/manufacture processes, and these types of order are non-cancellable, the supplier we use will not accept the items back, nor his suppliers/manufacurers; notices are always posted clearly on this matter in any motor trader's parts department. We have adopted the same rule, we will not accept cancellation under circumstances where we have already paid for goods that had to be preordered, unless we find we are unable to obtain them and have not had to pay for them. In rare cases where special order items may take longer than 28 days to supply, we would keep customers informed of any delays. We cannot accept cancellation as we would be left holding the stock.

Tax Charges Input tax deduction may not be claimed by us in respect of the goods sold on our invoices, as many of our suppliers may not be tax registered.
We operate the Global Accounting scheme which does not charge VAT on the full selling price, and VAT will not be shown separately on our invoices unless specifically requested by a tax registered business.
We charge VAT to EU customers.

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.
Paypal and Amex payments are subject to a 5% surcharge due to the fee they take. We urge you to avoid these payment types if this is not to your liking, and use our SAGEPAY secure payment method.

PLEASE NOTE : From January 2008:-
In order to protect both you and Smart Parts Direct from Internet Credit Card fraud, we have found it necessary to utilise a credit card vetting validation process, by SAGEPAY, for ALL CREDIT CARDS used to purchase goods on the SPD website.
Eliminating Credit Card fraud is everybody’s responsibility and assists us in keeping our prices consistently low.
If this procedure demands it, we are forced to deliver only to the card billing address, which must have been verified as correct.
Simply put, credit cards used to purchase products on the SPD website will be passed through a validation process which checks for any fraudulent activity, known or suspected, about data associated with the card - names , addresses, email, telephone number, card details - all or any of which may cause delay to, or fulfillment of any order, until such time as the credit check is deemed satisfactory.
This is a procedure per card transaction, to ensure the card is securely validated, and ensure that only the authorised card holder has authorized the use of the card.
If adverse information is detected, our bank will contact the cardholder's card supplier, and payment will not go through.
Any unauthorized card use will be reported to the relevant credit card fraud section, law authorities and yourself, and goods will not be supplied in these circumstances, the order concerned will be cancelled. We will not enter into correspondence over this, passing details of anything received to the law authorities.
So if any adverse information is given to us by this procedure it will at the least cause delay to your delivery; due to the number and often high-value of transactions we experience, this is a necessary procedure.
The main majority of card transactions, and subsequent deliveries, will be unaffected.

Guarantee We aim to guarantee your satisfaction.
<Our products carry a 30 day guarantee +++. see note below>
If something has been supplied to you which we obtained from a smart dealer, and problems develop, we will pass onto you a copy of our purchase invoice so you can take it up with smart under any smart-offered warranty.
Normally, parts will be supplied as fit for the purpose, and may be replaced/refunded as under the circumstances.
If any of our sales products had minor/cosmetic faults, or were used, we will have stated this. Any non-new goods are always sold "as seen".
We are unable to extend replacement/refunds for parts signed for as delivered intact, and then claimed as damaged; or deemed not working when fitted by non-unauthorised smart-mercedes workshops, either in the process of removal, fitting or especially by programming, howsoever caused - whether directly or incidental to incompetence, even (sadly) due to inconsiderate or incompetent smart center technicians; These things can and do happen! Faulty workmanship is the only case that will be accepted by the supplying dealer.
+++ Exceptions are - ECUs, Sam Units, CEMs (Central Electronics Modules), Speedometers, Steering Wheels -
These must all be cloned into the car by an official Smart-Mercedes dealer, by their trained technical staff, on their special diagnostic equipment, these parts cannot be simply exchanged by us at the dealer who supplied them as they will require their own proof that any fault exists to return them under their warranty - only the dealer can test it, and it must be on the car, in their own dealership workshop. Our supplier for these types of parts is Smart-Mercedes in Newcastle-upon-Tyne.
Other electrical items are tested wherever possible before despatch. Any item returned in damaged condition or with evidence of tampering may not be refunded (Smart-Parts-Direct decision final). Items will be security marked, returned items will be checked to verify same. Returned items which we could not identify in this way, have previously been reported to the buyer's creditcard company and police authorities.
Whenever we do offer engines, we do not provide any warranty, due to the overly-common remapping activities which produce more power than the engine was designed for, this covers subsequent damage to turbos, gearboxes, clutches.

Reaching Us Our email address for contact is
info@Smart-Parts-Direct.com
Send us an email from you browser, or from our website "Contact Us" Auto Email link -
If you need to speak to us by telephone include a number in your email and we will email you a number to call us.
We will respond at the first opportunity, it is not guaranteed to be over a weekend, but miracles can and usually do happen!

We do not guarantee that any phone number we have listed will be manned at any particular time; we are an internet-based company and our business is conducted over this media. We may change our number from time to time.

Privacy Policy Smart Parts Direct Limited 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 to keep track of the contents of your shopping cart, to store delivery addresses if the address book is used and to store your details if you select the 'Remember Me' Option. They are also used after you have logged on as part of that process. You can turn off cookies within your browser by going to 'Tools | Internet Options | Privacy' and selecting to block cookies. If you turn off cookies, you will be unable to place orders or benefit from the other features that use cookies.

Returns Policy Our liability is limited to replacement or refund. Correctly supplied goods may be exchanged for alternatives, a full value credit note or exceptionally a refund less a handling charge. A subsidised delivery charge, for replacement goods sent out to you, will apply. Delivery charges are strictly non-refundable.

Damaged or faulty goods -
If any item is damaged or faulty when delivered to you, you should not accept it from the carrier but ask for the carrier to return it straight to us. In which case, sign something with the carrier to say why you are refusing it.
If you have accepted the goods, and find them afterwards to be faulty on account of unseen damage, we will need a claim completed by you to pass to the carrier, this must be processed to minimize loss, before we can agree to accept a return. This must be within 7 days of receipt by you. Warranty will in any case be restricted to 30days from the point of sale. You must return the item at your expense, and we will reimburse you for the cost (at our agreed limit). Alternatively we will arrange to collect from you, but this may take longer. Faulty goods will not be replaced until the orignal part is received back by us.
We will have to return any such goods back to the manufacturer/our supplier for their comments.
If we disagree with you about any part being at fault, the original will be returned to you.
• Refunds will normally be issued within 30 days of receipt of the returned goods, unavoidably it may take longer.

Unwanted goods
We do not normally entertain dealing with "changed my mind" returns, since goods were supplied under a sales contract which existed between us. Taking restock of an item will depend on its saleability and our stock position, but may be subjected to a minimum 30% handling/restocking charge. Refunds will be limited to the item cost, and will not include the original postage/shipping cost to send to you. After 30 days elapsed we will not be required to accept any return except at our final discretion.

Exchange goods -
As above, we will not be obliged to accept goods back for exchange unless we need them in our stock. Restocking fee will apply. If we have agreed to exchange goods, it must be within a 7 day period from receipt by you, and the item should not have been fitted/used, and be still in a resaleable condition. The originally supplied part must be returned complete with all associated items sent as part of the product, unless otherwise agreed with Smart Parts Direct Limited, and should be in the same or equivalent packaging, and sent at your expense. A postage fee will be payable to us for the replacement to be sent out.. Another item can be despatched only after we have received back the first, together with all outstanding monies due.
If an item is returned without prior agreement with Smart Parts Direct Limited, it could be refused and returned to you. at your own expense.

Special Order Items
Some of the products we sell are classed as "Special Order" items, for which we always require pre-payment. For these items we must pay a supplier/ manufacturer to send to us - in the motor trade this often results in a chain reaction through different supply/manufacture processes, and these types of order are non-cancellable, the supplier we use will not accept the items back, nor his suppliers/manufacurers; notices are always posted clearly on this matter in any motor trader's parts department. We have adopted the same rule, we will not accept cancellation under circumstances where we have already paid for goods that had to be preordered, unless we find we are unable to obtain them and have not had to pay for them. In rare cases where special order items may take longer than 28 days to supply, we would keep customers informed of any delays. We cannot accept cancellation as we would be left holding the stock.

We reserve the right to refuse a return / refund where goods supplied matched the selling description. Specifically smart items - whether original or after-market equipment - will fit the smart they are intended for (we test this ourselves!) and claims that they will "not fit" are rejected.
SPECIFICALLY in cases where we have sold a new part which has been removed from a car in the showroom and upgraded for the customer of that car, it is perfectly correct for us to describe that it came from that model and it will not be disputable (for example, "original Brabus car suspension" is correctly so described, when the parts were removed from a branded Brabus model - where we had made no claims about it being any sort of "sports pack" [this problem encountered with a customer from ITALY].

Remittance Terms Thank you for your order. Smart Parts Direct are the world Number1seller of genuine Smart parts, we are bigger than any individual official Smart-Mercedes dealership. UK taxes are included on invoices/deliveries within EU.
We are an internet based company, our business premises are concerned solely with packing and despatch, it is not a store where you can come to view; we can, by arrangement, personally serve local customers, from this business address. Email is our principle form of contact, our telephone may not be continually monitored.

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