Terms & Conditions
These terms and conditions have been put in place to ensure fairness between all of our customers and ourselves. They help ensure we are always able to offer the best possible prices and provide a high level of service to everyone.
Using our web sites or placing of an order indicates your acceptance of these Terms and Conditions. Please read them carefully. The submission of an order form and payment will be treated as an offer by you to purchase goods from us subject to these terms and conditions.
Our terms and conditions meet the minimum standards required under UK distance selling regulations and we reserve the right to alter them on a per order/customer basis at any time, using the UK regulations as a minimum standard, without notice. We will only do this under specific circumstances. For example; When the customer or delivery address is outside the UK, the products or services purchased are not part of our standard offerings or other regulations apply.
Standard Products – These are items that are sold as per the description and have not been modified or personalised in any way.
In these terms of sale, “we” means franking ink.com (and “us” and “our” will be construed accordingly); and “you” means our customer or potential customer for products (and “your” will be construed accordingly).
Trade Sales – Items that have been supplied discounted from our single item rate or are paid for using BACS, internet banking, cheque, corporate or company credit card, or cash by a company or on behalf of a company (limited or otherwise) are considered trade sales and not subject to consumer distance selling regulations. Please ensure you read these terms and conditions for more information on our returns policy for trade sales. Some of our web sites display discounted multiple item rates. If you don’t wish to use the discounted rate so that the order is not considered a trade sale, you should contact us in advance and the full single price rate will be applied regardless of the quantities purchased.
Reasonable time periods – We do not include weekends or bank holidays within the reasonable period time frame. However, we do include non working hours. For example 24 hours is considered to be 1 working day.
Any website content regarding PITNEY BOWES, the Corporate Logo, CONNECT+, RELAY, DIMENSIONS-ON-THE-WAY, WEIGH-ON-THE-WAY and W-O-W are trademarks of Pitney Bowes Inc. or a subsidiary.
We are open between 9:00 and 17:00 Monday – Friday excluding UK bank holidays. We operate with reduced staff cover between 27th Dec and 2nd Jan. Due to the number of orders we need to process, It may not be possible to contact us by telephone during December or at other busy times of the year. We may also operate reduced telephone coverage at other times of the year to accommodate activities such as staff training and holidays. We always recommend you contact us by email and request a read receipt.
Buying products from us
We do not have a binding contract until the goods have been dispatched by us. We reserve the right to cancel any order without prior notice. In this instance we will make the request for all monies will be refunded to the card/bank account used to make the purchase within 28 days. Many companies may be involved in the delivery of your order, therefore any delivery date specified can not form part of the contract.
Many companies may be involved in the delivery of your order, therefore any delivery date specified can not form part of the contract.
Description of goods
The description of items offered for sale on our web sites are provided by the product description.
Product photographs and other images may contain items that help show the product in context. For example: the product may be placed in a room or situation where it’s design to be used. These additional items are not supplied as part of the product and you should check the full description before placing an order.
Some product images are supplied by the manufacturer and the final product may look slightly different. You should also consider colours and quality of the image may vary slightly from computer to computer and therefore should only be considered as a guide.
From time to time a manufacturer may change or improve the product slightly without notifying us – this may include the packing, ingredients, materials used, size etc.. While we constantly monitor the goods supplied to us and update our web sites accordingly it is impossible to be 100% accurate and the goods we supply may not match the descriptions or photographs exactly. The products supplied to you will be the current version as supplied in the UK to us by the manufacturer or distributor.
Use of our web sites and their features
All rights, including copyright, in the content of our web pages are owned and controlled by franking ink.com or our suppliers.
In accessing franking ink.com owned web sites, you agree to be bound by the terms and conditions as set in this document. If you are not in agreement, you should terminate your use of the site forthwith.
Individual users are granted permission to download pages and store them temporarily without alteration for the purpose of viewing on a personal computer or monitor, and to print pages for the sole purpose of viewing or reading them. The permission to download and print pages does not allow the material or any part of it to be incorporated into another web site or other publication and commercial use of any material contained herein is expressly prohibited.
Many of our web sites have standard features such as detailed product information and shopping carts. They also have advanced features that allow you to check the status and history of your orders, update your personal details, quick “Buy Now” options, online forums etc. While we perform reasonable tasks to ensure the features are easy and secure to use, It is your responsibility to ensure you are aware of how to use these features and of any potential security issues. We can not be held responsible if any incorrect use results in an error – For Example: incorrect delivery address being specified, personal details being disclosed within a forum or other public area or not having read the full product description before placing an order.
The technical and design contents of our web sites are updated on a regular basis. The design may change, new features may be added and others removed. If you are unsure how to use any features of our web sites, please contact us for guidance before using the web site.
Some of our websites allow you to leave product reviews, contribute to forums and get involved in other social networking activities. If you decide to use these features please be considerate. Any comments/entries must not contain abusive or defamatory language, anything illegal, be in breach of copyright, used to promote other activities or businesses or used to publish anything a typical user may find offensive. You are entitled to express your opinion, but it must be factual and relevant. As operator and owner, we are responsible for anything published on our websites and therefore may delete or edit anything without notice. To ensure the continued availability of these features, anyone in breach of these rules may have their account suspended without notice.
All products sold are fully tested for use in the intended equipment. If you experience problems and you believe it is related to the products purchased you must contact franking ink.com in the first instance. franking ink.com will accept no responsibility or liability for any servicing, call outs or parts to your equipment as a result of using our products in them. franking ink.com also accepts no responsibility for spilt impressions, or any other method of postage used in the event of a product being faulty.
We accept no liability for loss or damage during return transit and recommend you take out adequate transit insurance. Confirmation of posting is no guarantee of delivery and items should be sent via an insured “signed for” service to cover the value of the parcel should damage occur in transit.
Deliveries / Failed Deliveries
1. Where a courier/Royal Mail is unable to deliver you will be charged a re-delivery charge of £8.00 + VAT.
2. Any special delivery requirements such as time limited and change of addresses will incur additional fees applicable at that time.
3. Any orders not received must be reported within 14 days from date of order. franking ink.com will not accept liability of any non-delivered orders reported outside this timescale.
Cancellations, returns & refunds
Before returning any items to us please contact us on 0800 634 5080.
If you decide that you placed the order in error the items you have ordered may be returned in their original condition and packaging (unopened, not used or worn), at your expense, for exchange or refund within 7 working days starting the day after the goods have been delivered/signed for. We accept no liability for loss or damage during return transit and recommend you take out adequate transit insurance to cover the full cost of the order in case of damage, loss or theft during transit. Confirmation of posting is no guarantee of delivery and items should be sent via an insured “signed for” service.
Order cancellations (in full or part) must be made in writing (by email, letter or fax) within 7 working days from the date your order is placed. Under the distance selling regulations, cancellation by phone can not be accepted. If you cancel your order by email, you must send it to a valid address and should request a read receipt to confirm delivery. Sending an email and/or receiving an automated reply is no guarantee the email has been received by us.
We consider 7 working days to be a reasonable time in which to return the goods to us and you should use an appropriate delivery method to ensure the products reach us within this time period.
In the event goods are unwanted or ordered in error the Company will (at its discretion) offer to accept a return of the products with a 25% restocking fee applied. If the goods are being returned for reasons that are not the fault of the Company any refund given will not include the postage and packing charges. If the products have been used or the packing has been opened and/or are not in the original condition (this excludes packaging added by us and used to protect the goods during transit), we are unable to issue a full refund and you will be liable for any charges and reasonable administration costs incurred by us.
We do not accept returns for goods/items that have been used unless they are faulty and within the guarantee period. If this is the case, after investigation to confirm the fault, we will either replace the item or return it to the manufacturer for repair. If no fault is found or we believe the item was deliberately damaged after being delivered and signed for, you will be liable for any charges incurred by us including a reasonable administration fee.
If we are unable to accept the item(s) for return (fall outside the 7 working days, the items are not faulty or have been used etc.), you will be responsible for the full cost of returning the items. This includes any collection or dispatch charges incurred by us and reasonable administration fees. Payment of these fees must be made before we can return the item(s) to you. We will retain the items for a maximum of 14 days. If payment is not received within this time period, we will assume the goods are not required and will be disposed of.
We can only credit the card/bank account used to make the original payment. This is in accordance with UK anti-fraud and money laundering regulations.
We do not accept returns for goods/items that have been used unless they are faulty. If this is the case, after investigation to confirm the fault, we will either replace the item, return it to the manufacturer for repair or offer a partial refund. If a fault is found partway through the life of an ink cartridge then the data of the cartridge chip will be read to determine how much ink is used and a partial refund representative of the ink remaining will be offered based on the points below:
0% to 10% used – 100% Refund
11% to 20% Used – 90% Refund
21% to 30% used – 80% Refund
31% to 40% Used – 70% Refund
41% to 50% used – 60% Refund
51% to 60% Used – 50% Refund
61% to 70% used – 40% Refund
71% to 80% Used – 30% Refund
81% to 90% used – 20% Refund
91% to 100% Used – No refund due to the variation of the density of a customer logo and other factors that may affect ink usage beyond our control.
If no fault is found or we believe the item was deliberately damaged after being delivered and signed for, you will be liable for any charges incurred by us including a reasonable administration fee.
Credit/Debit card chargebacks
When you contact your credit card company to report a transaction as unknown or not authorised – this is known as a “chargeback”.
We supply the name of the website address to your credit card company. however, the name that will appear on your statement for any credit card transaction made with us may be altered by them to meet their own specifications. It is very important you do not contact your credit card company and report this transaction as unknown to you if the order has been delivered and signed for. If you feel there is a problem with your order you must contact us in writing (letter or email) to resolve the problem. Canceling the transaction with your credit card company will be considered theft or fraud and your details will be passed to the relevant authority for further investigation. This may result in us making a claim against you, could damage your credit rating and/or affect your ability to buy online in the future.
If a transaction is charged back to you and proof of delivery is available, we reserve the right to either:
A) Re-charge the credit card to used to make the payment for the full amount, plus an additional reasonable administration charge. The administration charge will depend upon the amount of time we need to spend resolving the problem.
B) Issue a claim via the appropriate legal service – This may affect your credit rating and leave CCJ’s against you. If you request a chargeback after a refund has been issued, you will be liable for a any charges we incur plus a reasonable administration cost. Credit card protection regulations ensure your account is automatically credited when a chargeback is issued. If a refund has already been made, a further chargeback will be considered theft or fraud and appropriate legal action may be taken against you.
If you are a business customer, then from time to time we may agree to open an account for you, enabling you to pay in arrears. Where you hold an account, then upon or following the dispatch of products, we will send to you an invoice for payment of the price of those products, and you will pay such invoice within 30 days of the date of the invoice. Accounts will be subject to such credit limits as we may notify to you from time to time. If you do not pay any amount properly due to us under or in connection with these terms of sale on time, we may: charge you interest on the overdue amount at the rate of 4% per year above the base rate of HSBC Bank Plc from time to time (which interest will accrue daily until the date of actual payment, be compounded quarterly, and be payable on demand); or claim interest and statutory compensation from you pursuant to the Late Payment of Commercial Debts (Interest) Act 1998.
All “physical” products are dispatched by courier or post, are insured and require a signature. We are unable to issue delivery instructions that do not make allowance for the delivery agent to obtain a valid signature. This includes leaving the parcel at a different address, in a garden shed etc. It is the customers responsibility to ensure someone is available to sign for the consignment at your specified delivery address. If no one is available, the courier will normally leave a calling card, but as we have no control over the courier company this can not be relied upon or guaranteed. If a card is left, please follow any instructions given and contact the depot specified A.S.A.P to re-arrange delivery or collection. Orders can only be delivered to the address specified with the order.
It is the customers responsibility to ensure someone is available to sign for the parcel. We send an email to the address specified with your order when your order is dispatched. You should ensure you can receive emails sent from any of our domain names (these can be found on our website) as we can not accept responsibility for emails that do not arrive or are filtered by your ISP.
If the courier suspects the person signing for the order may not be the correct person or does not meet any other restrictions (such as under age) they may ask for proof of ID. If suitable ID can not be provided the parcel may be returned to us and the customer liable for additional delivery and any reasonable administration charges.
Any delivery date specified by the customer can not form part of the contract. We will always attempt to meet any delivery requirements but all orders are delivered on a best effort basis.
Parcels that can not be delivered or remain uncollected for the holding period specified by the courier (usually 5 working days) will automatically be returned to us. A reasonable administration charge and any costs made to us by the courier will apply to all orders returned due to non delivery or collection. Part of the initial delivery charge is often subsidised by us but redelivery will be charged at full cost.
If your parcel appears to be damaged on delivery, you must refuse it. When you sign for your parcel, you are indicating the parcel was delivered in good order. If you accept the parcel but on further inspection decided the items where damaged you must contact us within a reasonable time period – usually 24 hours after taking delivery.
We insure your parcel against loss or damage while in transit. If we need to report your parcel as missing or damaged, after it has been signed for, the courier company may wish to inspect or investigate the situation before agreeing to provide compensation. We are unable to resend your order until the courier company has concluded their investigation and authorised us to resend the order.
We reserve the right to pass on any additional charges in full made to us by the delivery agent or courier. Reasons for this may include but are not limited to:
• Incorrect address specified at time of order.
• Redelivery to a different address.
• Incorrect shipping option selected at the time of order.
Guaranteed Next Day Delivery
Orders must be placed by 3.30 pm and excludes the following postcodes: AB31-56, BF (All), GY (All), HS (All), IM (All), IV (All), JE (All), KA27-28, KW (All), PA20-80, PH15-50, TR21-25, ZE (All)
All goods are checked before dispatch, but in the unlikely event of any items in your order being damaged, you should notify us within a reasonable time period, usually 24 hours after signing for the goods, giving details of the damaged items. In order to speed up the process of getting the damaged items replaced we may ask you to provide photographic evidence, usually electrically by email, to confirm the damage. If you are unable to provide photographs we will arrange to collect the items from you and have them returned to us for inspection. If you prefer this option, someone must be available at the collection address when the courier arrives and the items must be appropriately packaged. Once the products arrive back to us, we will inspect them to confirm the damage and replace as appropriate. If we conclude the items have been damaged deliberately in order to avoid the cost of returning products ordered in error, you will be liable for any costs incurred by us, a reasonable administration fee and the full cost of returning the products to you.
If you believe that there may be item(s) missing from your order, please contact us within 2 working days of signing for your order and we will investigate. This may involve us speaking to third party companies involved in the supply and delivery of your items and may take a few days to complete.
We value and respect your privacy and never pass on your details onto third party companies unless they are directly involved in the supply and delivery of your order. We will always act in accordance with our current registration supplied to the UK information commissioner and in accordance with the Data Protection Act. Full details on how information we hold is used, visit the UK’s Data Protection Website.
Due to the nature of our business we need to pass some of the information you supply to us onto third parties. For example: Your delivery address and contact details etc. The third parties will never use this information to contact you about anything other than your order.
Our main method of trading is via the internet and all communication will be made by email. When asked to enter an email address, please supply a valid address that is checked on a regular basis. Failure to provide a suitable email address may mean your order is delayed. It is your responsibility to ensure you can accept email from our domains. Please ensure any anti-spam software or system used by yourself or your service provider is updated accordingly. We can not be held responsible for any situation caused by email that does not arrive.
From time to time, our web site may send a “cookie” to your computer. A cookie is a small piece of data that is sent to your browser from a web server and stored on your computer’s hard drive.
A cookie can’t read data off your hard disk or read cookie files created by other sites. Cookies are a normal part of web site functionality and do not damage your system. Unless otherwise stated, the cookies are used to ensure successful navigation through the site by passing required information from page to page.
For more information on cookies, visit www.aboutcookies.org
Our Web sites
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