We are not just expert designers – we care too! Our dedicated and experienced team are on hand every step of the way to advise you on our products including how to customise them for your child and how to look after them.

Warranty and repairs

All products purchased come with a standard 2-year warranty. In this time, any repairs (except those relating to misuse) will be free!

Should your product require a repair outside its warranty period, please call our Customer Services team who will be more than happy to assist you. We also highly recommend booking a regular service (see our ‘Servicing and maintenance’ section)

Servicing and maintenance

We highly recommend an annual service on all of our electronic or metal products. Wooden products should be serviced every 2 to 3 years. Further information on this can be found in your product’s handy User Guide.

Here are the benefits of our inspection and service:

  • If your product requires extra parts to pass its compliance test, these will be provided as part of the servicing fee.*
  • No extra costs if your product becomes faulty.
  • Children rely upon our products and an annual service ensures that the product is fit for their use and will provide you with peace of mind you need that your child is not at risk.

*On condition that, outside the warranty period, your product is inspected and serviced in the timeframes outlined in the User Guide (e.g. after the Strato chair warranty is over it should be serviced every year thereafter to qualify for free parts. Also subject to the product not being misused.

Compliance test

Prior to your service, our approved Technicians will perform a thorough inspection just to make extra sure it is in good working condition and fit for your child to use regularly.

We will issue a certificate of compliance after all safety tests have been passed.

Discount on multiple servicing

More than one product to service? We can offer you a reduced rate. Just call the Customer Services team today on 01626 835552 to discover how much you could save.

Booking your service

Booking your inspection and service has never been easier. Simply call our Customer Services team on 01626 835552.

Training and assessments

We are committed to finding the right solution for your child and strongly recommend a free, no-obligation assessment on certain products. As a caring company we will only supply a product that meets your child’s needs.

In addition to providing assessments, our friendly Product Advisors are on hand to offer product demos. This is really useful for our newer products or those which may be unfamiliar.

To book an assessment or demo, or to be put in touch with your local Product Advisor, please call our Customer Services team on 01626 835552.

Customised Products

We believe in working with you and your child to find the solution that is best suited to them – after all, you know them best!

Sometimes it may be necessary for us to make modifications to our products. One of our Product Advisors will be able to discuss all of the available options.

We strongly recommend an assessment. This is so we can review and understand your child’s needs and establish if they have any special requirements that would require product modification.

See our ‘Servicing and Maintenance’ section for details on looking after your new Smirthwaite product.

Technical Support – Changing and showering products

Our Technical Support team are happy to provide free on-site surveys and room layout drawings to assess the suitability of installing our changing and showering equipment in your chosen location.

Our Service Engineers are also on hand to install equipment on-site at a time that is best for you. Please contact us if you would like more information about any of the above.

Customer Services

Our dedicated and friendly Customer Service team are available between 8:00am and 5:00pm, Monday to Friday. They can provide support and assistance in several key areas:

• Buying products
• Product quotes
• Basic product advice (please note: for more complex products you will be referred to a Product Advisor)
• Supplying local Product Advisor contact details
• Quickly resolving problems and issues

We also have an International Customer Services team available to deal with enquiries from outside the UK. Our International team can speak French, German, Danish, Swedish and Norwegian among other languages.

You can contact our Customer Services team in the following ways:

Phone: (+44) 1626 835552
E-mail: info@smirthwaite.co.uk
Fax: (+44) 1626 835428