Before returning the goods please fill in our online Discrepancy Form. This will raise a ticket with our Customer Service Team.
Where is the Discrepancy (Return Material Authorisation RMA) Form?
You can access the online form from here:
What do I need to provide on the Discrepancy Form?
This form requires details such as quantity, part code, and batch number. 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 Authorisation).
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.
Warning: Goods returned without an RMA Number on the parcel will 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 "resellable" condition.
Tip: Please take a moment to review our Terms and Conditions of Sale.
Note: We may (exceptionally and at our sole discretion) agree to accept the return of unwanted Goods. 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. Having carefully checked the contents of the box, please fill in our online Discrepancy Form.
- Log in to Silmid.com
- In My Account click on the Discrepancy Form Button in the Quick Access Bar
- Fill in all the required fields on the 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.
Note: You have 7 working days to raise a Discrepancy Form from the date of receipt by you.
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.
Our Customer Services Team works hard to resolve all issues in a timely and satisfactory manner so please feel free to discuss options with them.
Please Note: Our standard Terms and Conditions of Sale apply to all online transactions. Please take a moment to review them.
Whom should I contact if I am still having an issue with a return?
Please feel free to contact our Customer Service Team on +44 (0)1675 432850 if you need any assistance, they may still request that you complete a Discrepancy Form