International Customer Services
Welcome to the International Customer Service Department based in Hythe in Kent. We supply goods out of the UK, US and Netherlands to over 280 distributors across 100 different countries.
Our dedicated co-ordinators handle specific territories and work closely with distributors to deliver a high level of customer services.
Please see our list of Frequently Asked Questions and other information to the right.
If you can not find an answer to your question or you have any comments, please contact us and we will be pleased to help.
How can I place an order?
Please check the distributor list for a distributor in your country and contact them accordingly. If no distributor is listed, please send your enquiry to ics@smiths-medical.com
Do I have a distributor in my area?
How do I request a quotation?
Send through your request, including products, quantities and end destination to the International Customer Services department, either by fax or email.
How do I find out where my shipment is?
Please contact your Customer Services Co-ordinator, advising them your order number and they will track your order.
Returned Goods Policy
Smiths Medical International Ltd, (SMI) will accept the return of medical products for credit, or replacement, subject to the following criteria being met:
- The reason for the return of goods must be agreed in advance with the issuing of a unique Returned Goods Authorisation (RGA) number / form from SMI Ltd.
- The RGA form MUST accompany the return goods and SMI Shipping Department MUST be informed of the expected delivery, courier tracking number and the RGA number. Failure may result in a delay of your return and subsequent credit being processed.
- No additional goods should be returned against the RGA without prior authorisation.
- The customer will bear the transportation costs of the returns unless agreed, in writing, in advance.
- The goods must have been handled and stored under appropriate conditions for medical devices.
The following shelf life should remain on all returned products unless special authorisation received in advance:
|
Shelf Life On Manufacture
|
Days
|
Minimum Shelf Life On Return
|
Days
|
|
5 years
|
1825
|
2 years
|
730
|
|
4 years
|
1460
|
2 years
|
730
|
|
3 years
|
1095
|
1 year
|
365
|
|
2.3 year
|
821
|
1 year
|
365
|
|
2 years
|
730
|
1 year
|
365
|
|
1.5 years
|
547
|
8 months
|
240
|
- Shelf cartons must be complete (i.e. not part quantities).
- The return must be within 30 days of receipt, unless authorised under special circumstances.
- The goods must be in their original sealed containers and be in good physical condition.
- We will not accept the return of over-labelled products, or cartons, which have been written on/stamped or defaced unless ourselves have given prior agreement in writing.
- SMI Ltd, will not accept the return of any “Made to Customer Order” products.
- SMI Ltd, reserves the right to levy an administrative charge of up to 25% of the value of returned goods. This will be waived if the return is as a result of SMI Ltd, error.
International Customer Service Contact Information
Smiths Medical International Limited
Military Road
Hythe
Kent
CT21 5BN
UK
Telephone: +44 (0) 1303 260551
Fax: +44 (0) 1303 236899
Email: ics@smiths-medical.com
Our offices are open from:
8:30am – 5:15pm Monday – Thursday
8:30am – 3:30pm Friday
