Cancellations, Returns & Refunds

Before returning any items to us please contact us on 01543 572 776 or email at info@frankingmachineink.co.uk.

If you decide that you placed the order in error the items you have ordered may be returned in their original condition and packaging (unopened, not used or worn), at your expense, for exchange or refund within 7 working days starting the day after the goods have been delivered/signed for. We accept no liability for loss or damage during return transit and recommend you take out adequate transit insurance to cover the full cost of the order in case of damage, loss or theft during transit. Confirmation of posting is no guarantee of delivery and items should be sent via an insured “signed for” service.

Order cancellations (in full or part) must be made in writing (by email, letter or fax) within 7 working days from the date your order is placed. Under the distance selling regulations, cancellation by phone cannot be accepted. If you cancel your order by email, you must send it to a valid address and should request a read receipt to confirm delivery. Sending an email and/or receiving an automated reply is no guarantee the email has been received by us.

We consider 7 working days to be a reasonable time in which to return the goods to us and you should use an appropriate delivery method to ensure the products reach us within this time period.

In the event goods are unwanted or ordered in error the Company will (at its discretion) offer to accept a return of the products with a 25% restocking fee applied. If the goods are being returned for reasons that are not the fault of the Company any refund given will not include the postage and packing charges. If the products have been used or the packing has been opened and/or are not in the original condition (this excludes packaging added by us and used to protect the goods during transit), we are unable to issue a full refund and you will be liable for any charges and reasonable administration costs incurred by us.

We do not accept returns for goods/items that have been used unless they are faulty and within the guarantee period. If this is the case, after investigation to confirm the fault, we will either replace the item or return it to the manufacturer for repair. If no fault is found or we believe the item was deliberately damaged after being delivered and signed for, you will be liable for any charges incurred by us including a reasonable administration fee. Our returns procedure must be followed to receive replacements or refunds. This procedure includes the completion of our ‘Returns Form’ and this must be enclosed with the returned cartridge. Any cartridges received without a copy of the completed and signed Returns Form will be disposed of accordingly and no replacement or refund will be issued.

If we are unable to accept the item(s) for return (fall outside the 7 working days, the items are not faulty or have been used etc.), you will be responsible for the full cost of returning the items. This includes any collection or dispatch charges incurred by us and reasonable administration fees. Payment of these fees must be made before we can return the item(s) to you. We will retain the items for a maximum of 14 days. If payment is not received within this time period, we will assume the goods are not required and will be disposed of.

We can only credit the card/bank account used to make the original payment, please note that refunds can take up to 7-10 working days. This is in accordance with UK anti-fraud and money laundering regulations.

We do not accept returns for goods/items that have been used unless they are faulty. If this is the case, after investigation to confirm the fault, we will either replace the item, return it to the manufacturer for repair or offer a partial refund. If a fault is found partway through the life of an ink cartridge then the data of the cartridge chip will be read to determine how much ink is used and a partial refund representative of the ink remaining will be offered based on the points below:

0% to 10% used – 100% Refund

11% to 20% Used – 90% Refund

21% to 30% used – 80% Refund

31% to 40% Used – 70% Refund

41% to 50% used – 60% Refund

51% to 60% Used – 50% Refund

61% to 70% used – 40% Refund

71% to 80% Used – 30% Refund

81% to 90% used – 20% Refund

91% to 100% Used – No refund due to the variation of the density of a customer logo and other factors that may affect ink usage beyond our control.

If no fault is found or we believe the item was deliberately damaged after being delivered and signed for, you will be liable for any charges incurred by us including a reasonable administration fee.

Please be aware that we offer a 12 month guarantee on all ink cartridges, should you wish to return a cartridge (faulty or not) after the 12 months of the invoice date, we will be unable to process your request. This is due to the expiry and shelf life of the cartridges.