UK Customer Services

Welcome to the UK Customer Service Department based in Ashford, Kent. We supply goods out of the UK, US and Netherlands to over 280 distributors across 100 different countries.

Our dedicated coordinators handle specific territories and work closely with distributors to deliver a high level of customer service.
Please see our list of Frequently Asked Questions and other information below. 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 send your enquiry to ics@smiths-medical.com

How do I request a quotation?

Send your request, including products, quantities and end destination to the UK Customer Service department, either by fax or email.

How do I find out where my shipment is?

Please contact a Customer Service Coordinator, providing your order number and he/she 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.
The RGA form MUST accompany the return goods, and the 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 SMI has given prior agreement in writing.
SMI will not accept the return of any “Made to Customer Order” products.
SMI 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 a SMI error.

UK Customer Service
Smiths Medical International Limited
1500 Eureka Park
Lower Pemberton
Ashford, Kent
TN25 4BF
UK

Telephone: 0845 850 0445
Fax: +44 (0) 1233 722153
Email: ics@smiths-medical.com

Our offices are open from:
8:30am – 5:15pm Monday – Thursday
8:30am – 3:30pm Friday