Customer
Support And Service
At Ink-n-paper, we always aim to deliver the
very best in all we do, your satisfaction with our service and products
is our prime concern, always. If you want to get in touch please email
us.
We aim to respond to and resolve all enquiries within 2 working days.
We will never take longer than 5 working days to acknowledge any enquiry.
Enquiries About Orders Placed
If, for any reason, you need to contact us with regard to a particular
order please email us.
Quality Of Goods
We never compromise the quality of our goods, we understand quality,
and value for money is upper most in our customer’s minds. All
our products are manufactured to the highest standards, and sourced
only from manufacturers with exacting standards, holding ISO 9000 /
9001 / 9002 and ISO 14001 for quality. We stock products made by your
printer manufacturer and compatible products from alternative manufacturers.
On compatible products, ink / toner quality and life span are comparable
to that of the branded manufacturers. Compatible remanufactured cartridges
are all print tested prior to leaving our manufacturers. Contact our
office for more details. All your purchases are backed by our 'no questions
asked' guarantee.
If your goods have been damaged in transit or you discover a fault,
please retain all documentation and packaging and contact us as soon
as possible after receipt. Arrangements will be agreed for return and
replacement items will be dispatched. Please contact us prior to returning
any goods, this will allow us to quickly resolve any issues. Please
DO NOT send us anything before you have received strict shipping instructions,
you may lose your refund.
Please note we do not reimburse you monies for returning/exchanging
any items.
Guarantee
Our 'NO QUESTIONS ASKED' GUARANTEE, in addition to your statutory rights,
ensures that if within 30 days you are unhappy with your purchase and
provided the product is returned in its original packaging, unopened,
in a resalable condition, together with your receipt, we will arrange
an immediate replacement or refund. No problem. These terms and conditions
do not affect your statutory rights.
Cancellation
As part of our 'no questions asked' guarantee, please note that under
the Consumer Protection (Distance Selling) Regulations 2000, you are
entitled to a 'cooling off period'. You are entitled to cancel your
order seven working days from the day after you receive your goods,
for any reason. The regulations state that we must return your money
within 30 days. It is our policy that all monies except shipping charges
will be returned within 21 working days of cancellation. We will request
the return of the goods within a reasonable timescale agreed with each
customer. To cancel an order or return a product for refund please email
us.
Delivery Methods
Deliveries are only made throughout the mainland of the United Kingdom
only (we do not accept orders from outside of mainland United Kingdom).
Delivery is free for ink cartridges with orders totalling £15
or more (before VAT) and £50 for toner cartridges (before VAT),
most products up to 2kg in weight are shipped using Royal Mail. Orders
over 2kg may be shipped via Courier.
Delivery Times
Speed and quality of delivery is very important to us; we want you to
be more than satisfied with our service. We make every effort to dispatch
orders on the day of receipt, if received before 3pm, Monday to Friday.
We always use Royal Mail or courier delivery. Delivery then usually
takes place within 24 - 48 hours, depending on the carrier.
In recent results, Royal Mail delivered 94.6% of items on the next working
day (Monday to Saturday) after posting. Our courier service delivers
next business day, delivery by 5.30pm (Monday to Friday).
It
is worth noting that we find a high proportion of missing items held
at local sorting offices, or held by a neighbour or colleague. Both
Royal Mail and our courier should leave a card indicating this, however
there are times when these are misplaced or not left at all, so if possible
please check first. As is customary, compensation is limited to the
value of goods lost, a replacement will be offered or refund as appropriate.
Your statutory rights are not affected.
In
the event we are unable to dispatch your order promptly we will email
or call you to advise you of this. We will clearly mark on the website
any out of stock items, on the rare occasion that a product is unexpectedly
out of stock, we will email or call you as soon as possible to let you
know the estimated time for delivery, allowing you to make alternative
arrangements, if you wish.
Payment
Options
We accept Mastercard, Switch, Maestro, Solo, Visa, Visa Electron and
Visa Debit cards. Unfortunately, we cannot accept payment by any other
card. We are happy to accept payment by cheque, please email us for
more information. Be prepared to:
1.
Simply complete your order as usual on the website
2. Print your order at the Checkout page
3. Complete the Credit Card Details page, no need to add card details,
do not click 'submit'
4. Print the page
5. Accompany both printed pages along with the cheque
6. Send it to the address we will provide you during correspondence
Business
Account
To set up a business account, please email us,
references will usually be required.
Schools
/ Colleges / Universities / Public Services
To set up a School / College / Public services account, please email
us, we accept orders with a valid purchase order.
Security of Credit Card Payments
All transactions on this site are processed using SSL, (Secure Socket
Layer), an encryption feature of software built into web browsers, preventing
access to information exchanged between browser and server by anyone
else. This further protects the transfer of all personal information
to our server. On most computers you will see a padlock symbol at the
bottom of your browser, indicating that the pages are being displayed
under SSL encryption. Depending on your browser set up this may also
display the security alert: "You are about to view pages over a
secure connection, any information you exchange within this site cannot
be viewed by anyone else on the web”. Your security and satisfaction
are the prime concerns of the staff at Ink-n-paper.
Order Acceptance
Order Acceptance and the completion of the contract between you and
us will take place on the dispatch date to you of the products ordered,
unless we have notified you that we do not accept your order, or you
have cancelled it in accordance with the instructions in cancellation
in our terms and conditions.
Non-acceptance
of an order may be a result of one of the following:
- Our
inability to obtain authorization for your payment.
- The
product you ordered being unavailable from stock.
- The
identification of a pricing or product description error.
- We
reserve the right to not communicate regarding a transaction for which
authorization was not obtained or if fraudulent activity is suspected
or identified.
Application
of VAT
Ink-n-paper is a trading name of Ink-n-paper,
which is VAT registered. Therefore VAT will be added to our prices.
Please
note, your bank statement will show Myinx for any sales made on this
website.
All brand names and product names are trademarks or trade names of
their respective holders. The brands and trademarks owned by the OEMs
(original equipment manufacturers) are referred to only for the purpose
of pointing out which of the OEM products are compatible with ours.
Ink-n-paper are not in any way associated
with any OEM.
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