City Ink Express Terms

Terms

Returns & Change of Mind

We are happy to accept change-of-mind returns, provided the items are unused, complete, and returned in the same condition as received. Unfortunately, we cannot accept returns of used, non-faulty items.

Under the Consumer Contracts Regulations, UK and EU consumers have the right to return unused goods for a full refund within 14 days of receipt. Customers must contact us before returning any items and may be issued with a Return Merchandise Authorisation (RMA) number to help process the return efficiently.

We strongly recommend using a tracked and signed-for delivery service for all returns. Returned items remain the customer’s responsibility until received by us.

Damaged or Incomplete Orders

If you receive a damaged or incomplete order, please retain all packaging and items received. Where a courier claim is required, original packaging may be needed to support the claim. Failure to retain packaging may prevent a successful claim.

Support, Faults & Resolution Process

We have the utmost confidence in our products. If you experience any difficulty, please contact us as soon as possible. Our priority is to help you get set up successfully, and our first course of action is always to offer technical support via email or marketplace messaging.

If the issue cannot be resolved through support, we may, at our discretion, offer one of the following:

• Replacement parts
• Return of products for testing or repair
• A refund or partial refund (where appropriate)

If items are requested to be returned, specific packaging instructions will be provided. These must be followed to prevent ink spillage or transit damage. We cannot accept responsibility for damage caused by incorrect packaging or failure to follow instructions.

Warranty

In addition to your statutory rights, City Ink Express provides a 12-month warranty on the following products unless otherwise stated:

• CISS systems
• Refillable cartridges
• Printers (excluding print heads)

Print heads are classed as consumable components by most manufacturers and are not covered, as longevity depends largely on usage, maintenance, and operating conditions.

This warranty covers repair or replacement parts only and does not include return postage or other costs incurred when returning items for inspection or repair.

Warranty support is provided by City Ink Express while trading and is subject to the business continuing to operate.

International Orders, VAT & Import Charges (IMPORTANT)

For orders delivered outside the UK, including the EU and Ireland:

• UK VAT is not charged at checkout
• All import VAT, customs duties, handling fees, and clearance charges are the responsibility of the recipient
• Orders are shipped on a DAP / DDU (Delivered At Place / Delivered Duty Unpaid) basis

These charges are not controlled by us and are determined by the destination country’s customs authority.

Refusal of Import Charges

If a customer refuses to pay import VAT or customs charges and this results in the courier recharging those costs to us (including any administration/disbursement fees), we reserve the right to recover all such charges from the customer.

No Refunds for Refused Charges

Orders will not be refunded where import charges are refused, delivery is delayed, returned, or charged back due to unpaid customs or VAT, or the courier re-invoices us due to customer non-payment.

Delivery

• 2nd Class Signed For (UK): Typically delivered within 4 working days, with delivery confirmation
• 1st Class Signed For (UK): Typically delivered within 2 working days, with delivery confirmation
• Royal Mail International: Delivery to Europe is typically 2–10 working days, fully tracked where available
• 24–48hr Courier: Fully tracked end-to-end

All deliveries require a signature on receipt.

If your order has not arrived within the expected timeframe, please contact us and we will assist with tracking. Delays may occur due to customs processing, courier issues, or factors outside our control.