Returns, Refunds & Warranty Policy

Thank you for purchasing from Ink Express Ltd. We appreciate your custom and hope you are delighted with your purchase.

This policy explains your rights when purchasing from Ink Express Ltd and outlines our procedures for returns, refunds, warranties and technical support. Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Consumer Cancellation Rights

If you purchase goods online, by telephone or by mail order, you have the right to cancel your order within 14 days of receiving your goods.

To exercise your right to cancel, please notify us by email at info@inkexpress.co.uk before the 14-day cancellation period expires.

Once you have notified us, you have a further 14 days to return the goods.

Returned items should:

• Be unused and in a resaleable condition.
• Include the original packaging where reasonably possible.
• Include all accessories, manuals and documentation.
• Be packaged securely to prevent damage during transit.

Returns should be sent to:

Ink Express Ltd
Unit 20
Fallings Park Industrial Estate
Wolverhampton
WV10 9QB

Unless the goods are faulty, damaged or supplied incorrectly, customers are responsible for return postage costs.

We strongly recommend using a tracked delivery service, as Ink Express Ltd cannot accept responsibility for items lost in transit.

Refunds will be processed to the original payment method within 14 days of receiving the returned goods (or receiving evidence that they have been returned).

The right to cancel does not normally apply to:

• Digital downloads once supply has begun with the customer’s consent.
• Software or other sealed media once unsealed.
• Goods that have been used beyond what is necessary to inspect them.

Faulty, Damaged or Incorrect Goods

If you believe your product is faulty, damaged or has been supplied incorrectly, please contact our Technical Support team before returning the item.

Many technical issues can be resolved without returning the product.

Where a product is confirmed to be faulty, Ink Express Ltd will provide an appropriate remedy, which may include:

• Repair
• Replacement
• Refund
• Store credit (where agreed)

This does not affect your statutory consumer rights.

Returning Faulty Goods

Where a return has been authorised:

• Customers are responsible for arranging safe return delivery unless otherwise agreed.
• Products should be securely packaged.
• Returns may be refused if damage has occurred due to inadequate packaging during transit.

Goods Damaged in Transit

If your parcel arrives damaged:

• Refuse delivery where possible; or
• Clearly sign the courier’s paperwork as “Damaged” before accepting delivery.

Please notify Ink Express Ltd as soon as possible.

Retain all packaging and damaged items, as photographs or inspection may be required before a courier claim can be processed.

Once verified, we will arrange a replacement, refund or store credit where appropriate.

Consumables Policy

Printing consumables cannot normally be resold once opened.

Consumables include (but are not limited to):

• Genuine ink cartridges
• Compatible ink cartridges
• Toner cartridges
• Sublimation inks
• DTF inks
• Refillable cartridges
• Continuous Ink Systems (CIS)
• DTF film
• Hot melt powder
• Sublimation paper
• Transfer papers
• Printable vinyl
• Lamination products
• Adhesive media
• Other printing consumables

Opened, used or partially used consumables cannot normally be returned unless confirmed to be faulty.

Customers must contact Technical Support before returning consumable products.

Where a consumable is confirmed to be faulty, Ink Express Ltd will provide an appropriate remedy in accordance with consumer legislation.

Technical Support & Customer Responsibilities

Ink Express Ltd supplies specialist printing equipment intended for users with varying levels of experience.

Many printing issues result from incorrect installation, maintenance or operating procedures rather than faulty products.

Customers are responsible for:

• Choosing products suitable for their intended application.
• Following all instructions supplied by Ink Express Ltd.
• Using the correct printer settings.
• Using the correct ICC profiles where applicable.
• Using appropriate heat press temperatures, pressure and pressing times.
• Carrying out routine printer maintenance.
• Using compatible equipment and consumables.

Before authorising a return, customers may be asked to complete reasonable troubleshooting procedures recommended by our Technical Support team.

Ink Express Ltd cannot accept responsibility for issues arising from:

• Incorrect printer settings.
• Incorrect heat press settings.
• Failure to follow supplied instructions.
• Failure to maintain equipment.
• Blocked or damaged printheads.
• Incorrect ICC profile selection.
• Incompatible products.
• Third-party modifications.
• Accidental damage.
• Normal wear and tear.

Colour Accuracy & Print Quality

Ink Express Ltd makes every effort to ensure excellent print quality.

However, exact colour reproduction cannot be guaranteed because results are affected by many variables including:

• Printer model.
• Printer condition.
• Printer maintenance.
• Ink batch variations.
• Media type.
• ICC profiles.
• Software.
• Print settings.
• Heat press settings.
• Environmental conditions.
• Monitor and screen calibration.

Images shown on our website and marketing materials should be regarded as guides only.

Customers should always carry out their own testing before commercial production or large print runs.

Ink Express Ltd cannot accept responsibility for losses arising from colour differences that fall within normal industry tolerances or from production undertaken without prior testing.

ICC Profiles & Digital Downloads

ICC colour profiles supplied by Ink Express Ltd are digital products designed for use with specific printers, inks, papers and printing conditions.

As these products are supplied electronically and cannot be physically returned, purchases of ICC profiles are generally non-refundable once the profile has been supplied or made available for download.

By purchasing an ICC profile, customers acknowledge that they have requested immediate supply of the digital content and understand that their statutory right to cancel may no longer apply once delivery has begun.

Customers are responsible for ensuring they have selected the correct:

• Printer model
• Ink set
• Media
• Operating system
• Compatible software

Ink Express Ltd will provide reasonable technical support to assist with installation and correct use.

Continuous Ink Systems (CIS)

Installing a Continuous Ink System may invalidate the printer manufacturer’s warranty.

Customers should check directly with the manufacturer before installation.

Ink Express Ltd provides a 28-day warranty against manufacturing defects on CIS units.

Faulty units will be repaired or replaced where appropriate.

Low-cost repair services may also be available outside the warranty period.

Printer Warranty

Unless otherwise stated, printers supplied by Ink Express Ltd are new and include the manufacturer’s warranty.

Ink Express Ltd will assist with warranty claims during the first 28 days after purchase.

After this period, warranty claims should normally be made directly with the printer manufacturer.

Alternative inks, refillable cartridges and CIS systems may invalidate the manufacturer’s warranty.

Within the first 28 days, printers may be repaired or replaced where:

• The fault has been confirmed by our Technical Support team.
• Instructions have been followed.
• The printer has not been damaged through misuse or negligence.
• The printer is returned with its original packaging where reasonably possible.

Compatible Ink, Toner & Refillable Cartridges

Compatible ink cartridges, toner cartridges and refillable cartridges are covered by a 28-day Ink Express Ltd warranty against manufacturing defects.

Where a fault is confirmed, we may repair, replace or refund the product.

Damage caused by misuse, incorrect installation or poor maintenance is not covered.

Paper Products

Please inspect paper products immediately upon delivery.

Manufacturing defects (excluding external packaging damage) should be reported within 7 days of receipt.

Returns must be authorised before being sent back.

Limitation of Liability

To the fullest extent permitted by law, Ink Express Ltd shall not be liable for any indirect or consequential loss, including but not limited to:

• Loss of business.
• Loss of profits.
• Loss of production.
• Loss of contracts.
• Loss of data.
• Wasted materials.
• Missed deadlines.

Our total liability for any claim relating to goods supplied shall not exceed the purchase price of the goods concerned.

Nothing in this policy excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or any statutory consumer rights.

Refunds

Approved refunds will be made using the original payment method.

Refunds will normally be processed within 14 days of receiving the returned goods or receiving satisfactory evidence that they have been returned.

Contact Us

Ink Express Ltd
Unit 20
Fallings Park Industrial Estate
Wolverhampton
WV10 9QB

Email: info@inkexpress.co.uk

If you have any questions regarding returns, warranties or technical support, please contact our team, who will be happy to assist.