Returns and Refunds

Eason Bros Ltd, trading as Ink365

We want you to be happy with your purchase from ink365.co.uk (the "Website"). This Returns and Refunds Policy explains how to return products and when you are entitled to a refund, replacement, or repair. It forms part of, and should be read alongside, our Terms and Conditions.

If you have any questions before or after returning something, contact us at help@ink365.co.uk and we'll be glad to help.

At a glance

You have 14 days to change your mind on most orders (this right applies to consumers).
For change-of-mind returns, products should ideally be unused and in their original, unopened packaging.
We accept opened cartridges where they are not compatible with your printer, or where they are faulty, incorrect, or not as described.
All products come with a 24-month guarantee, in addition to your legal rights.
If one of our compatible or remanufactured cartridges damages your printer, our printer protection guarantee applies.

The detail is set out below.

1. Your right to cancel (consumers)

If you are a consumer (an individual buying for purposes outside your business), you have the legal right to cancel your order within 14 days without giving a reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

The 14-day cancellation period ends 14 days after the day you (or someone you nominate) receive your products. If your order is delivered in instalments, it ends 14 days after you receive the last item.

To cancel, simply tell us before the period ends — the easiest way is to email help@ink365.co.uk. You may use the model cancellation form, but you don't have to.

Once you have told us you wish to cancel, you must return the products to us within 14 days. For change-of-mind cancellations, you are responsible for the cost of returning the products to us.

2. Condition of returned products

So that we can resell returned products, we ask that, for change-of-mind returns, products are returned unused and in their original, unopened packaging wherever possible.

We understand this isn't always possible. We will accept the return of a cartridge whose packaging has been opened where:

the cartridge is not compatible with the printer it was bought for; or
the product is faulty, incorrect, or not as described.

If you exercise your statutory right to cancel (section 1), you are entitled to open and inspect a product as you would in a shop. However, if you handle it more than is necessary to check its nature and that it works, we may reduce your refund to reflect any loss in value. In practice, a cartridge that has been installed or used will usually have lost value, and a deduction may apply.

3. Refunds

Where you are entitled to a refund, we will refund:

the price you paid for the returned products; and
the standard delivery charge you paid, where you cancel your whole order under your 14-day cancellation right. (We refund the cost of the least expensive standard delivery option. If you keep part of your order, the delivery charge is not refunded.)

We may withhold a refund until we have received the products back, or until you have provided proof that you have sent them, whichever is sooner.

We will make your refund within 14 days of receiving the products back (or proof of return), using the same payment method you used to pay.

4. Faulty, incorrect, or misdescribed products

This section reflects your legal rights under the Consumer Rights Act 2015. These rights are in addition to your 14-day cancellation right and to our guarantee.

We must supply products that are of satisfactory quality, fit for purpose, and as described. If a product is faulty, incorrect, or not as described, you may be entitled to:

a full refund if you reject it within 30 days of receiving it;
a repair or replacement if you ask for one after 30 days; or
a price reduction or refund if a repair or replacement isn't successful or possible.

If a product is faulty, incorrect, or not as described, we will cover the cost of returning it. Please contact us at help@ink365.co.uk and we'll arrange the return for you.

5. Our 24-month guarantee

In addition to your legal rights, all products come with a 24-month guarantee against manufacturing defects, from the date of delivery. If a product develops a defect through normal use within this period, we will replace it or, where a replacement isn't available, refund it. The guarantee does not cover defects caused by misuse, accidental damage, or failure to follow the manufacturer's or our instructions.

6. Printer protection guarantee

We guarantee that our compatible and remanufactured cartridges will not damage your printer when used correctly. If one of our cartridges causes damage to your printer, we will repair or replace the affected printer on a like-for-like basis, provided that:

the cartridge was used in accordance with the printer manufacturer's and our instructions;
you report the issue to us promptly and within the 24-month guarantee period;
you provide reasonable evidence that the damage was caused by our cartridge (for example, an assessment from a qualified repairer); and
the guarantee covers repair or like-for-like replacement of the printer only, and does not extend to any other loss.

To make a claim, contact us at help@ink365.co.uk.

7. Business customers

If you are buying as a business, the 14-day cancellation right in section 1 and the consumer rights summarised in section 4 do not apply, as these are rights given to consumers by law.

We may, at our discretion, accept the return of unused products in their original, unopened packaging within 14 days of delivery. Opened products will only be accepted where they are faulty, incorrect, or not compatible with the printer they were bought for. Our 24-month guarantee (section 5) and printer protection guarantee (section 6) apply to business customers.

8. How to return a product

Contact us first at help@ink365.co.uk, telling us your order number and the reason for the return. This helps us process it quickly and, where applicable, arrange free return postage.
Package the products securely, ideally in their original packaging, including any accessories.
Send the products to the returns address we provide: Unit 11, Trent Business Park, Easton Avenue, Lichfield, Staffordshire, WS13 6RN
For change-of-mind returns, we recommend using a tracked or signed-for service and keeping your proof of postage, as the products remain your responsibility until they reach us.

9. Exchanges

If you would like a different product, the quickest way is usually to return your original item for a refund (in line with this policy) and place a new order. If you'd prefer an exchange, contact us at help@ink365.co.uk and we'll do our best to help.