Returns
Non Receipt Of Items
If you have not received your items you must let us know within 7 days from the estimated delivery date. Once we know you have not received your item we will investigate the matter fully both internally and with our carriers. Unfortunately, we cannot investigate non-receipt deliveries after this time has elapsed. Investigations into lost parcels can take up to 14 days. Refunds or replacements will not be issued until the investigation is complete.
Orders sent by Royal Mail: We do advise that the majority of orders are received within 1-3 working days of despatch. However, for Royal Mail to class the order as lost in the post we have to allow them 15 working days to deliver before we can arrange a replacement or a refund [this is a Royal Mail rule].
Unfortunately, once the order has been despatched it is then the responsibility of Royal Mail to deliver your item, and as much as we would like to resolve this for you today we do have to allow them this timescale to deliver.
If you still haven't received it by the 15th working day, please contact us via eBay & we will investigate the matter for you.
Returns from outside the UK
If you purchase an item from our UK store then the return process is slightly different as we are based in the UK and you are taking the option to purchase from our UK Store. With this in mind any return to would be at the cost of the buyer under all circumstances.
Items Damaged in Transit
If your item is damaged in transit, we ask that you report it to us within 3 working days (24 hours for our business customers). If the items are visibly damaged on receipt, it's best to sign the carrier's delivery note accordingly. Items should be returned in their original packaging complete with all accessories and documentation. Once received back into our warehouse, we'll issue a replacement or full refund to you via your original payment method. Please contact us for more details as in many cases photo of damaged item as evidence will be accepted with no need to return.
Products Dead On Arrival
If your item(s) are faulty on arrival, please advise us as such within 3 working days.
In many cases (for low-value items) there will be no need to return faulty item. We might ask you to email us supporting photographic evidence (print samples, error messages and clearly showing the product label) If You Change Your Mind (DSR)
Under the Distance Selling Regulations, you have a statutory duty throughout the period of cancellation, to retain possession of the goods that have been delivered and take reasonable care of them.
If you cancel the contract under the Distance Selling Regulations you must return the goods to us at your own expense. You must take reasonable care to ensure that we receive the goods and the goods are not damaged in transit. Failure to do so might result in a breach of your statutory duty to take reasonable care and Cartridgex will have a right of action against you to withhold a refund.
If you cancel the contract under the Distance Selling Regulations and do not return the goods as required, we may charge you our direct costs of recovering the goods.
Please note: Distance Selling Regulations do not apply to businesses or Trade sales.
Return Policy for Unwanted Goods – Cartridgex.co.uk
At Cartridgex.co.uk, we understand that sometimes you may change your mind about a purchase. If you wish to return an unwanted item, please review the following guidelines:
1. Eligibility for Returns
You must initiate a return request within 30 days of receiving your order.
The item must be unused, unopened, and in its original condition and packaging.
Any security seals or protective packaging must remain intact.
Proof of purchase (order confirmation or receipt) is required.
2. How to Return an Item
Contact our customer service team at support@cartridgex.co.uk to request a return authorization.
You will receive a return authorization and instructions on how and where to send the item.
Pack the item securely to prevent damage during transit.
Return shipping costs are the responsibility of the customer.
3. Refund Process
Once we receive and inspect the returned item, we will process your refund within 7 business days.
Refunds will be issued to the original payment method.
If the returned item does not meet the return conditions, we may refuse the refund or offer a partial refund.
Any shipping fees paid at the time of purchase are non-refundable.
4. Non-Returnable Items
Opened or used printer cartridges.
Items that have been tampered with or are missing original packaging.
Products returned without prior authorization.
For any questions or further assistance, please contact us at support@cartridgex.co.uk. We’re here to help!