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Returns Policy

Under the EC Distance Selling Directive, you have the right to cancel the contract for your purchase within 7 working days of delivery. You do not need to give us any reason for cancelling your contract, nor will you have to pay any penalty. You cannot cancel your contract if the goods you have ordered are audio or video recording or computer software, and you have taken these items out of the sealed packages in which they were delivered to you.
To cancel a contract, write "Cancel Contract" on the back of the invoice. Package the items securely and send them to us with the invoice within seven working days following delivery. We request that you email us at support@cityinkexpress.co.uk to tell us that you are returning goods before you send them. 24 hours' advance warning is required for returns. The return address is:

City Ink Express
Unit 25 Parker Centre
Mansfield Road
Derby
DE21 4SZ
Tel: 01332 347773

We recommend that you use a recorded-delivery service. Note that you will be responsible for the costs of returning the goods to us unless we delivered the item to you in error. You should be aware that once we begin the delivery process, you will not be able to cancel any contract you have with us for services carried out by us (for example, postage and packing). When we receive the goods with the notice of your cancellation of this order, we will refund the relevant part of the purchase price for that item.

Once you have notified us that you are cancelling your contract, any relevant sum debited to us from your credit card will be re-credited to your account as soon as possible and in any event within 30 days of your order, provided that the goods in question are returned by you and received by us in the condition they were in when delivered to you. If you do not return the goods delivered to you or do not pay the costs of delivery, we shall be entitled to deduct the direct costs of recovering the goods from the amount to be re-credited to you.

This 7 working day policy applies to goods that have not been used

In Addition to your Legal Rights the following Return Policy applies for Faulty Returns after 7 Days

City Ink Express offers a 30 days money back return policy on Faulty items after this period and no more than 12 months the following applies, if your product is not listed please contact us for clarification

Due to the nature of the products we sell sometimes they require support to get up and running - there are many influencing factors which could cause the error including incorrect installation or usage.

we do not knowingly sell a product that is not suitable for your printer and every effort is made to ensure compatibility, before any returns for faulty goods are authorised you must let us advise you of the correct way to install or use the product if you run into difficulties,

Our priority is to get you up and running again and we shall either ask for the product to be returned and we repair or send you the necessary parts and instructions to fix the problem, you have the right to choose either of the options.

If after all our advice and support has been followed and we can still not get you up and running with the product it can be returned for an exchange unit, exchange units are to the same specification as we originally supplied and no alternative will be offered

Please call 01332 347773 or e-mail our Returns Department at returns@cityinkexpress.co.uk to obtain a Return Merchandise Authorization (RMA) number before shipping your product. NO returns of any type will be accepted without an RMA number and it has been clearly marked / labelled on the product packaging prior to return.

No goods will be accepted back under any circumstances unless the customer has an RMA number. All products returned MUST: be 100 percent complete, containing all items that were shipped with the product, including all accessories.

In The unlikely event you have to return a product. The continuous ink systems / cartridges must also have all plugs firmly inserted into the reservoir / cartridge, the cartridges must be sealed within a bag to prevent leakage, all accessories must be in the accessory bag they came in or an alternative bag. Failure to carry this out may result in further damage to the product and will mean only a partial or no refund will be processed. All products are fully tested for the fault you describe.

City Ink Express strongly recommends you fully insure your return shipment in case it is lost or damaged and you use a carrier that can provide you with proof of delivery for your protection.

If merchandise arrives damaged: it is best to REFUSE it back to the carrier attempting delivery. If you accept the package make sure it is noted on the carrier's delivery record in order for City Ink Express to file a damage claim. Save the merchandise AND the original box and packing it arrived in, notify City Ink Express immediately to arrange for a carrier inspection and a pick up of damaged merchandise.

If you do not notify City Ink Express of damaged goods within the first 7 days of arrival, our regular return policy will override any claim of damage, and will fall under all current manufacturer restrictions.
Call 01332 347773 or your City Ink Express account manager to arrange for carrier inspection and a pick up of damaged merchandise.

DEFECTIVE returns can be returned directly to City Ink Express within 30 days from the invoice date, at City Ink Expressdiscretion for: credit, replacement, exchange or repair.

NON-DEFECTIVE returns can be accepted directly by City Ink Express within 30 days from the invoice date, at City Ink Express discretion for: credit, exchange. All NON-DEFECTIVE returns are subject to a 0 percent restocking fee.
City Ink Express reserves the right to authorize product returns beyond 30 days from the invoice date. Original shipping charges are refunded on defective returned items only.