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
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
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
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
01332 347773 or e-mail
our Returns Department at
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.