How do I return items?

To return goods please start by completing the RMA Discrepancy Form. This will raise a ticket with our Customer Service Team.

RMA Discrepancy Form

What happens after I submit the Discrepancy Form?

• On receipt of the completed Discrepancy Form, a member of our Customer Services Team will contact you to advise on the next course of action.
• If following the investigation, the error lies with Sil-Mid Limited, we will arrange for our carrier to visit your location and collect the goods from you. In some rare cases, we will ask that the goods be scrapped by you. Before our carrier can collect, we will issue you with an RMA Number (Return Materials Authorization).
• The goods must be packed carefully to prevent any damage in transit. The RMA Number must be clearly marked on the outer packaging. If the RMA Number is not clearly displayed, it can delay the processing of your return. 
• Please DO NOT return any items before being issued with an RMA Number. If for any reason the goods need to be returned because of some other issue, then we may ask you to return the items at your cost. The goods should be packed so that they arrive back with us in "re-sellable" condition. 
• We may (exceptionally and at our sole discretion) agree to accept the return of unwanted Goods. Again, you must first obtain an RMA number from us and any such Goods must be returned within 14 days of delivery in perfect re-saleable condition.
• We shall be entitled to apply a handling fee of 15% of the price of the Goods or £20 (whichever is the greater) and provide any refund in the form of a credit note.
• Any refund shall not include the original delivery charges.

What if my goods are missing or damaged?

On very rare occasions there may be an issue with your order where you do not receive the number of items you expected, or an item in your delivery is damaged in some way. If this has happened, please take a moment to complete the RMA Discrepancy Form.

RMA Discrepancy Form

On receipt of the completed Discrepancy Form, one of our Customer Services Team will contact you to advise on the next course of action. 

Can I get replacement goods?

In circumstances where goods are returned at Sil-Mid Limited's cost, we will issue you with replacement goods. We have so few returns that they are usually dealt with on a case by case basis and the solution, as far as is possible, will be an agreement between both parties. On occasion, there can be a lead time to obtain replacement goods. We will always advise you of the anticipated lead time.

Whom should I contact if I am still having an issue with a return?

Please feel free to contact our Customer Service Team.

RMA Discrepancy Form