FAQs

Is my on-line transaction safe? This website employs the PROTX secure online payments system using advanced encryption to protect your data.  You can pay using your Credit and Debit cards in the knowledge that PROTX has achieved the highest level of compliance under the Payment Card Industry Data Security Standard (PCI).  Credit/debit card details are not stored on this site. Do your prices include VAT? All products are subject to UK VAT standard rate of 15% unless a VAT Exemption Certificate is faxed through with an order.  Boxes are clearly displayed showing prices excluding and including VAT. Are Account facilities available for the Public Sector, Education and Charities? 30-day account facilities are available on request. To facilitate the setting up of your own invoice Account your first order must be faxed on appropriate letterhead verifying full delivery and/or invoicing address. Any subsequent orders can be placed either by telephone, fax or through the website. Can I have my order dispatched to another address? Yes. However, when setting up your account the address to which your Credit/Debit card is registered must be specified as your billing address.  Delays in processing orders may occur if this procedure is not adhered to. How much is delivery charge? Free delivery is given on all orders within the UK mainland. However, some carriage charges may be incurred on orders destined for the Highlands, Islands and Northern Ireland. Information on these charges can be obtained by contacting Customer Services on 08456 588970. When can I expect delivery? All heavy orders placed before 3pm GMT will be dispatched on a free next working day courier service. Deliveries to Highlands, Islands and Northern Ireland may be subject to a carriage charge and 2-3 day delivery span.  Very small packages may be committed to Royal Mail recorded service depending on weight.  All customers providing email addresses will be notified of the method of dispatch and anticipated date of arrival.  As third parties are involved in the delivery process we cannot be held responsible for any delays experienced in anticipated delivery times. What time will the goods be delivered? As courier/postal services are outside our control we are unable to specify what time of day packages will arrive. What happens if I am out when delivery is attempted? The courier will leave a card displaying action and proposed follow-up. Please follow the instructions provided.  This also applies if your order has been dispatched via Royal Mail. To avoid items being returned to us please act on non-arrival urgently. Should any difficulties be encountered in re-delivery please contact Customer Services on 08456 588970 who will attempt to track the consignment for you. Can I request a guaranteed delivery? For urgent orders where guaranteed receipt is required i.e., next day early-bird, pre-10, pre-12 or Saturday morning deliveries please contact Customer Services on 08456 588970 who will advise you of the excess tariffs charged for these services. What happens if my item goes out of stock after ordering? If, between ordering the item and picking at the warehouse, it goes out of stock you will be notified of this together with an alternative date of shipping. If this revised date is unacceptable you have the right to cancel your order. If I experience a problem with my item what must I do? All products carry full manufacturer warranties. However, all goods must be inspected within three days of receipt in order to rule out initial transit damage as this cannot be rectified several months later.  In the event your product fails to print at all please ensure that, prior to reporting this as a fault, the tag is pulled completely to allow toner to be released.  Please contact Customers Services on 08456 588970 to report damage or suspected faults who will arrange either technical support and/or advise of the appropriate returns procedure. What happens if my goods are faulty? In the unlikely event that you do experience a fault there are two options available.  (a) If an immediate replacement is required then a fresh order must be processed whilst collection of the faulty is effected.  Collection is normally arranged within 24-48 hours and once received back at the production depot and tested a credit will be issued.  A refund will then be activated against the original order invoice and credited to your debit/credit card. (b) You can wait until the full procedure is exhausted (can take up to 21 days) to receive an appropriate replacement without charge.  Please make your preference known to Customer Services on 08456 588970 when reporting the fault. I think I have received an incorrect item? A picking error can occur but it is possible that you have the right item but your machine is not listed on the box. You can confirm this by verifying the part code for your machine’s product against another machine listed on the box. When entering the product code on the website homepage it should take you to all relevant models. If you are unsure please check with Customer Services on 08456 588970.  In the event that the incorrect product has been picked and dispatched they will be able to confirm this and act upon it.  If in doubt DO NOT open packaging as this will negate any returns facility. What is your Returns Procedure? Items dispatched in error that have been delivered by courier will be collected.  A returns number will be given when the fault is reported together with a date of collection. If the courier calls on the agreed date and is unable to collect this may result in the goods having to be returned at the customer’s own expense.  For small items that have been dispatched via Royal Mail a pre-paid return envelope will be sent.  To speed up the process, a customer may return the goods and claim a refund of postal charges incurred.  Once items are received by us we will issue a replacement or refund as requested. I have ordered the wrong product and wish to return it? Under the Distance Selling Regulations a private consumer is able to return goods up to seven days after receipt provided that the item has not been opened and/or the seal broken on inner linings or tags pulled. Business customers are subject to a 15% handling fee.  To ensure that the return is monitored it will be necessary to obtain an RMA number from Customer Services together with a note of your original order number. Items returned without an RMA number cannot be identified and will, therefore, not be refunded. The cost of returning the goods together with appropriate insurance cover must be borne by the consumer.