EASY RETURN PROCESS
1) Search our Self-Service Support Centre knowledgebase for trouble-shooting steps for your printer ink and toner cartridge problems.
2) In the event that the knowledgebase does not answer your question, please call our ink experts at 020 8181 4010 and we will be able to assist you further with your returns and requests for RMA.
In order for us to process your return efficiently, you must obtain a Return Merchandise Authorization ("RMA") before sending anything back.
Please note that a RMA (Return Merchandise Authorization) is REQUIRED to be included with all returns. The RMA number must be clearly visible on the outside of your package and any unauthorised returns may be disposed of without notification.
It is advised to ship via a traceable method such as Royal Mail recorded and keep a copy of the tracking number. If the package is lost or not delivered to us, we will not be able to issue the refund.
Returns are accepted on compatible and remanufactured items for up to 365 days from the date of purchase subject to conditions listed below. No returns will be accepted after 1 year.
Please note that all returned cartridges must be at least 70% full to be accepted. Unfortunately, in our experience some people have used the entire cartridge and then sent it back asking for a refund. If a returned cartridge is less than 70% full, we will notify you by email. If you want the cartridge back, we can ship it at your expense, as long as it is claimed within 15 days from the date you were notified.
Returns of faulty compatible and remanufactured cartridges
If the return date is within 180 days from the date of purchase, you can return the items for a replacement or request a refund (minus any upgrade delivery charge). Printerinks will pay for the return delivery via Pre-paid label.
If the return date is after 180 days from the date of purchase, you can return the items for a replacement or request a refund (minus any upgrade delivery charge). Printerinks will not pay for the return delivery. You will be responsible for shipping the items back.
Replacement options:
You will have to elect one of the following methods for replacing your products:
1. Return the defective product and we will ship your replacement free of charge after receiving and inspecting your returned product.
2. If you need a replacement urgently, you can choose to pay for the replacement product and we will credit the same amount after inspecting your returned item. This is a security measure in order to make sure that the product is returned.
Returns of non-faulty compatible and remanufactured cartridges
All non-faulty products (items ordered incorrectly, items no longer needed, printer broke, etc.) must be returned in the original packaging in as-new condition, that is, unopened and unused.
If the return date is within 180 days from the date of purchase and the items are unopened, you can return them for a store credit (minus any upgrade delivery charge and a 20% restocking fee).
If the return date is after 180 days from the date of purchase, or of the items have been opened, you cannot return the items.
Printerinks will not pay for the return delivery cost. All non-faulty items must be returned by the customer at their expense once the RMA is issued.
Returns of non-faulty OEM/original items
All non-faulty products (items ordered incorrectly, items no longer needed, printer broke, etc.) must be returned in the original packaging in as-new condition, that is, unopened and unused.
If the return date is within 30 days from the date of purchase and the items are unopened, you can return them for a store credit (minus any upgrade delivery charge and a 20% restocking fee). Printerinks will not pay for the return shipping.
If the return date is after 30 days of date of purchase or if the items have been opened, you cannot return the items.
All returns of OEM items are subject to a 20% restocking fee. Our vendors do not allow us to return non-faulty items after 30 days and they charge us a 20% restocking fee.
All non-faulty items must be returned by the customer at their expense once the RMA is issued.
Returns of faulty OEM/Original items
If the return date is within 30 days from the date of purchase, you can return the items for a replacement or request a refund (minus any upgrade delivery charge). Printerinks will pay for the return delivery via Pre-paid label.
If the return date is after 30 days from the date of purchase, you cannot return the items and may benefit from the manufacturer’s warranty or guarantee and should contact the manufacturer for their return procedure. There should be information inside the box on what the customer needs to do to request an exchange from the OEM.
Discounted / Promotional Items
If you purchase a super saver combo pack and wish to do a return or refund, we the company will divide the price of the combo pack by the number of units included in the combo pack (including free promotional items) to get a per cartridge price. We will then multiply the number of units returned by the unit price previously calculated.
Buy 2 get 1 free promotions require that all free products that were shipped must be returned. Any product received above and beyond the free product will be eligible for normal refund/exchange guidelines.
If you wish to exchange a product that you purchased at a promotional price you will be required to pay the difference between the new order and the previous order.
Wrong items shipped
If you believe you have received the wrong product, please make sure not to open it. You have 30 days from the date of the purchase to initiate a return authorization request.
To obtain an RMA, please contact our customer service. Once the RMA is processed, you will receive a pre-paid via email to return the incorrect item at our expense. We can either send you a replacement at no cost or issue a refund.
Damage in Transit
If your shipment is delivered damaged, please initiate a return authorization request within 5 business days from receipt of the package. Do not throw away or alter the product or packaging; we will need a picture of the damage package in the same condition as it was received to properly establish that the damage was due to shipping. We will not accept claims for shipping damage if any of the contents or packaging have been altered or discarded. Depending on the carrier used to ship your order, we will process the damage claim in one of two ways:
For some claims, we will have to contact the shipping company and file a claim. They will schedule a pickup from the customer's location for inspection of the package.
For some other claims, we will process a return authorization for you to send the package back to our warehouse following the normal return procedure.
After we are able to properly establish that the product was damaged during shipment, Printerinks will replace the products based on return policy.
Lost orders and wrong addresses
If the tracking number for your package shows no activity or delivery confirmation, it is possible that the shipment is still in transit or out for delivery. Packages are not always scanned at every facility they go through during shipment, so you may not see any updates for a few days.
If it has been more than 5 business days without an update, please contact our Customer Service. We will contact the shipping company and trace the package. They will investigate and get back to us with an update within 2 business days.
If the package is not found after the trace, a claim has to be filed. Printerinks will file the claim and continue to follow-up until the package is delivered or declared lost. Once the claim is accepted by the shipping company, we will be able to either send you a replacement at no cost or issue a refund.
However, when the tracking number shows a package was delivered (and signed for when it is required) and was shipped to the correct address, no claim can be filed and we can neither send a replacement nor issue a refund.
If a shipment is returned to our warehouse for some reason (not called for, the shipping address is incorrect, the carrier is unable to locate the recipient, etc.), we will contact you to confirm any information that is necessary to reship your package.
When are replacements/refunds processed?
Once the returned items are received, we will inspect them and process the replacement or refund the order. Our normal turnaround time is 5 business days.
If you requested a refund, your original payment method will be credited. Please allow an additional 3-4 days to see the credit reflected on your card statement.
No exchange will be processed until we have product which you are requesting to be exchanged in our possession.
No refund can be issued until we have the product in our warehouse that you are requesting refund on.
Returns outside of policy or without prior engagement
For any returns received outside of the above policy, items will be held for a maximum of 14 working days. Printerinks will attempt to contact the customer via phone and email but if no contact is made or successful response received within the 14 day period, Printerinks will recycle or dispose of the products accordingly.
DISTANCE SELLING REGULATIONS
Under the Consumer Protection (Distance Selling) Regulations 2000, you have a right to cancel your order for any item purchased on this website within seven working days (not including weekends or bank holidays) from the day after delivery of your item(s) for a full refund. Any upgraded delivery costs will not be refunded.
To cancel, you can email, fax, write to us (see contact us page for details) or call customer services on 020 8181 4010 quoting your order number. All goods must then be posted using "Recorded Delivery" to ensure their safe arrival. All postage costs are your (end user) responsibility. All returned goods must be unopened and in resalable condition. Once we have received the returned goods, we will refund your money within 30 days.
In addition to this policy you should also refer to our general Terms and Conditions of Sale.
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