Returns Policy & Guarantee
Faulty, Defective or Damaged Items - 12 Month Warranty
If you have an issue with any products received, the first port of call should always be to contact our Customer Support team.
Many issues that our Customers experience can be resolved quickly by our online team and their aim is to get you back to printing as quickly as possible. If we can't solve the problem quickly through various diagnostics and our vast experience covering all manner of issues, we will offer a Replacement, Refund or Reward Points on products ordered within 12 months, including providing FREE returns where necessary.
Please see the following steps:
- Contact Customer Support as soon as you have an issue! We find 99% of issues can be resolved quickly without the need to return or replace products. We'll check that your products qualify under our 12 Month Warranty.
- Any product you are having an issue with should be retained and made available for return and/or diagnostics. Do not dispose of any products until you've spoken to us to confirm.
- Our team will run through any diagnostics or known fixes with you.
- If we can't get you back to printing the same day and can determine the issue is because of a faulty, defective or damaged item, we will arrange to send a replacement product. In cases where a replacement product has not worked or is deemed unsuitable, a refund or partial refund will be offered (Depending on use of the original item).
- We may ask you to dispose of any defective items after performing diagnostics. If we require the item back for testing, we'll send out a Free Returns Bag to get the item(s) back.
- If your products are outside the 12 month warranty, we're still here to assist in terms of suggesting diagnostics or fixes to resolve issues. Ask the question and we'll try to help where we can!
Ordered in Error?
Always check the items you're ordering are correct for your printer. Any items ordered in error that are subsequently opened, installed, defaced or disposed of cannot be refunded!
Mistakes do happen from time to time and we ALWAYS recommend searching our website using the text search box for your printer model, even if you have come to the website through an internet search! We often find this is the biggest reason for incorrect orders.
Please double check that any search results from internet search engines are definitely the item you need. Internet searches and adverts do not always provide the correct result 100% of the time as it provides what it believes might be a relevant product. These results are largely out of our hands so we do recommend checking cartridge codes against the information we supply at product, basket and checkout page and on any order confirmation or dispatch emails.
Please contact us as soon as possible if you believe you've made an error with your order or delivery address. We can usually put it right before the order is dispatched!
Once you've received your order, it is also worth comparing cartridge codes against any cartridges currently installed in your printer before taking them out of their sealed containers.
Should you receive the incorrect product through a rare picking error or because of an error on our website, we will of course collect the item at our expense and arrange to dispatch the correct item. *(Product images on the website are for illustrative purposes only and may differ slightly to the supplied product in some cases.)
- Contact Customer Support if you have purchased products in error or received a product that you believe differs to your order when purchased in the last 365 days.
- Provided that the items you wish to return are completely as purchased (Fully boxed without any markings/sticky tape, with no internal packaging removed and haven't been attempted to be installed etc.) and are reported within 365 days of the order date, we will provide a returns address and reference number.
- Any products returned without a pre-agreed reference number will be returned to the sender where possible, or disposed of if no details are enclosed.
- Once received back, our team will inspect the returned item(s) to ensure they fulfil the return criteria. We'll then email you to advise of any Refund (Products within 30 days of purchase), Reward Points (Products between 31 days and 365 days of purchase) or Replacement Products that have been arranged, depending on the situation.
- Any products ordered in error that have been opened, installed, used or have defaced boxes will not be eligible for return unfortunately.
Remember, we can only solve the problem if you get in touch, so contact us as soon as you have an issue, no matter how small!
Change of Mind or New Unwanted Items - 365 Days
Should you change your mind or have unwanted items in new condition reported within 365 days from the order date, we're happy for you to send these back for a credit/Reward Points, providing they meet the returns criteria for new products (Fully boxed as new, unopened without any marks/sticky tape and with no internal packaging removed, defaced or opened etc.)
Any items of the above criteria reported and returned within 30 days are also eligible for a refund, so we recommend checking your orders as they're received, even if they aren't purchased for immediate use.
- Contact Customer Support if you have purchased products matching the 'as new' criteria, that you no longer need or have changed your mind about using.
- Our team will provide the returns address and a returns reference.
- Once received back, our team will inspect the return to ensure they fulfil the return criteria. We'll then email you to advise of any refund (Products within 30 days of purchase) or Reward Points (Products between 31 days and 365 days of purchase) that have been processed, depending on the situation.
- Any products received that have been opened, used or have defaced boxes i.e. do not match the 'as new' returns criteria, will either be returned or we may contact you with a lower Reward Points offer.
Free Returns on Faulty Products
Any products diagnosed as faulty, defective or damaged are FREE to return and won't cost you a penny! We'll either send out a pre-paid returns bag to collect the item(s), email a PDF label if you have the means to print one or advise that you keep or dispose of the item.
As always, please contact Customer Support for assistance if you believe you have an issue, we're here to help!
And don't forget... We are unable to provide a refund/replacement if the item has been disposed of!
Please Note - Your statutory rights are not affected
Firmware Guarantee
Any products diagnosed as being affected by a Manufacturers 'Firmware Update' are ALSO covered under our 12 Month Warranty!
From time to time, some Original Manufacturers will release and download new firmware versions to your printer that may prevent or disrupt the use of third party compatible cartridges.
If you have cartridges that were previously working as expected but are now not recognised or produce an error such as 'Missing or Damaged', please contact us for further assistance. We can either replace cartridges or chips with latest versions to get you back up and printing as quickly as possible in these instances.
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On the extremely rare occasion that there is a problem with one of our products, or even if you are not 100% satisfied in any way, please contact our friendly staff and they will be more than happy to help.