City Ink Express Terms

City Ink Express Terms, by purchasing from this site you are agreeing to these terms:

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 returns@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
PO Box 7770
Derby
DE10SP

Tel: 0845 519 0474

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 0845 519 0474 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 PO Box 7770
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 Express discretion 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 returned items.

Warranty Details

In Addition to your Legal Rights Our 12 month warranty is as follows on the following products, continuous ink systems and refillable ink cartridges and 24 months on heat transfer press equipment

City Ink Express offers a 30 days money back return policy on Faulty items after this period and no less than 12 / 24 months the following applies

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

Any product that has to be returned is fully tested for the fault you describe - this can take several weeks, we cannot supply an alternative during this time, If the fault is not evident when we test the product it will be returned to you in the condition we received it.

Within 30 days we will be responsible for the shipping return costs, after that period you will be responsible for shipping costs to us and we will pay the shipping costs to ship it back to you.

Delivery

1st Class recorded: Items delivery normally within 2 days, only traceable once goods have been received Royal Mail international: only traceable up to the point it leaves the UK and then not traceable until it arrives with you, Europe can be anywhere from 2-10 days and worldwide from 6-16 days 24-48 Courier: is fully insured and fully traceable throughout it's delivery - If you need a definite timescale for Europe ( excluding UK ) and Worldwide orders please feel free to contact us

With Royal mail 1st class recorded in the UK rarely but sometimes it can be delayed for various reasons - it might be worth checking with a neighbour or calling your local sorting office, we cannot investigate until 10 days has expired, for Royal mail international if you believe your parcel is delayed please contact us for the tracking number and you can contact your local post office.

Please do not ask us to leave goods without a signature for insurance purposes this cannot be done

All orders placed before 2pm will be dispatched same day, if for some reason we are unable to do this we will contact you, Royal Mail and International orders you will not receive a confirmation of dispatch email,for 24-48hr courier service you will receive an email from our courier upon dispatch.

All of the above are in addition to any legal rights as a consumer you have