The Ink HeroReturn policy

Change of Mind or Incorrectly Ordered Items

If you've ordered the wrong items or changed your mind about the consumables you purchased, Ink Hero is pleased to provide the option for a store credit or refund on any unused and unopened items you return. Please note that the initial shipping fee associated with your original order is non-refundable.

It is your responsibility to cover the freight charges and insurance related to the return. Ink Hero will not provide credit or refunds for these associated costs.

All returns must be initiated within 30 days from the date of receipt.

For items with expiry dates, a minimum of 6 months remaining shelf life is required.

All returned items must be in their original packaging, unopened, unused, undamaged, and without additional shipping labels or marks. Unfortunately, resealed items cannot be accepted. To ensure the condition of returned goods, we recommend using separate external packaging for shipping.

A restocking fee of 15% will be applicable for all incorrectly ordered or unwanted returns.

To facilitate processing, including a tracking number with your return shipment is highly recommended. We cannot issue a store credit or refund for items that do not reach our warehouse.

Goods sent with a 'receiver to pay' arrangement will be rejected, and the courier will be responsible for proper disposal of the returned items.

In cases where these conditions are not met, Ink Hero reserves the right to withhold the issuance of a credit or refund. Rejected printer consumables will be stored for 90 days. If no instructions are received within this timeframe, the rejected items will be disposed of, with a shipping fee applicable for returning rejected items to you.

Items Damaged in Transit

Please inspect your deliveries upon receipt. If any items arrive damaged due to transit, you must report this to Ink Hero within 48 hours from the receipt date. For assistance, kindly send a photo of the damaged packaging and/or products, along with your order number, to support@inkhero.co.uk.

Faulty Items

Our products are covered by guarantees as provided by the UK Consumer Law.

Within 90 days of delivery, we are prepared to issue replacements, refunds, or store credits for any faulty items. Between 90 days and 365 days from delivery, we can provide replacements or store credits exclusively.

Do not dispose of suspected faulty items, as we may require their return. If necessary, our customer service team will coordinate a collection for faulty items.

It's possible that consumable products, such as toners and ink cartridges, returned to us are found to be non-faulty. Prior to returning items, ensure you've selected and received the correct items for your machine. Additionally, perform recommended print head cleaning and alignment procedures.

If under-warranty items are found faulty, you are entitled to a repair, replacement, credit, or refund, at the discretion of the manufacturer and/or Ink Hero. Claims for repair, replacement, credit, or refund will be declined if the product fault is attributed to misuse, neglect, normal wear and tear, improper assembly or modification, damage to packaging only, or damage during your handling and transportation of goods.

Note the following:

• Returns for goods over 365 days old from the receipt date generally do not qualify for credit or refunds, with some exceptions based on manufacturer discretion.
• Faulty printer cartridges must have a minimum capacity (usually at least 75% full) to be eligible for return.
• Empty and/or expired items will not be credited or replaced.
• Altered or tampered-with products will not be credited or replaced.
• Cartridges must be securely sealed to prevent leakage or loss during transit.
• Warranty coverage is limited to the cost of the goods as indicated on your invoice.

Upon receipt of the goods, an evaluation will be conducted, followed by communication regarding the outcome. If the items are found faulty, arrangements will be made for their return to our warehouse at no cost to you.

All Other Situations

Each case will be reviewed individually, and an appropriate solution will be offered based on the nature of the issue. When contacting Ink Hero, please provide as much information as possible, including videos and/or photos for best assistance.

Lost Orders and Wrong Addresses

If the tracking number for your package shows no activity or delivery confirmation, it is possible that the shipment is still in transit or out for delivery. Please be aware that packages are not always scanned at every facility during shipment, which may result in delayed tracking updates.

If it has been more than 5 business days without any tracking updates, we kindly request you to contact our Customer Service team. We will promptly get in touch with the shipping company to initiate a trace on your package. Typically, the shipping company will investigate and provide us with an update within 2 business days.

In the unfortunate event that the package is not located after the trace, a formal claim will need to be filed. Rest assured that Ink Hero will handle the claim process and maintain communication until the package is either successfully delivered or declared as lost. Once the shipping company accepts the claim, we can proceed to either send you a replacement at no cost or issue a refund.

However, if the tracking number indicates that the package was delivered (and signed for when required) and was shipped to the correct address, a claim cannot be filed. In such cases, we regret that we are unable to send a replacement or issue a refund.

In the event that a shipment is returned to our warehouse due to reasons such as the recipient not being available, an incorrect shipping address, or other issues with the carrier's delivery, our team will reach out to you to confirm any necessary information required to reship your package.

When Are Replacements/Refunds Processed?

Once we receive the returned items, we will promptly inspect them and initiate the replacement or refund process. Our standard processing time is typically 5 business days.

For refund requests, the credited amount will be returned to your original payment method. Please allow an additional 3-4 business days for the credit to reflect on your card statement.

Please note that we will only process exchanges once we have received the product you are requesting for exchange in our possession. Similarly, refunds can only be issued after we have received the product you are requesting a refund for in our warehouse.

Returns Outside of Policy or Without Prior Engagement

For returns received outside of our standard return policy, items will be held for a maximum of 14 working days. We will make every effort to contact you via phone and email during this period. However, if we do not receive a successful response within the 14-day period, Ink Hero will either recycle or dispose of the products accordingly.

Distance Selling Regulations

Under the Consumer Protection (Distance Selling) Regulations 2000, you have the right to cancel your order for any item purchased on our website within seven working days (excluding weekends or bank holidays) from the day after the delivery of your item(s). Please note that any upgraded delivery costs will not be refunded.

To exercise this right, you can send an email, write to us (details available on the Contact Us page), or call our customer services at +31 20 808-3629, quoting your order number. All goods must be returned using "Recorded Delivery" to ensure their safe arrival. All postage costs are the responsibility of the end user. Returned goods must be unopened and in resalable condition. Once we receive the returned goods, we will process your refund within 30 days.