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Store Policies

Ordering Online with us is safe and secure!

We employ a method of interaction with our visitors that does not compromise credit card information. This online system is 100% secure.

We encourage you to feel comfortable using your credit card to conduct commerce on our site. If you wish, you may also send us a Postal Order (only) or a personal cheque. Personal cheques will delay your order as we must wait for your funds to clear before we ship any merchandise.

Please allow an additional 7-10 business days for shipping of your merchandise if paid by personal check. To order by cheque, just print the order form with your shopping cart contents from the order confirmation page and complete the necessary fields, then mail the form to the address above.

Return / Refund Policy

1. Before returning any goods to us, the customer must contact our Customer Services Department on 01782 660206 or kyle@itcshop.co.uk and obtain a Return Merchandise Authorisation (RMA) number. Our Customer Services staff will discuss the items which are to be returned and the reasons for the return. If it is agreed that we will accept the return, our staff will complete an RMA form listing the goods to be returned and will email or post it to the customer. The RMA form must accompany the goods being returned or the return will not be processed.

2. Goods are not sold on a trial basis. If we agree to accept goods which are not faulty, they must be fully re-saleable and they may be subject to a re-stocking charge. The re-stocking charge will be 15% of the purchase price of the goods or £10.00. This charge includes our restocking fee, checking the products and administration.

3. The customer must return the goods to the Company at their cost unless otherwise agreed.

4. All OEM goods must be returned with the manufacturer’s original packaging, not damaged or defaced. In the case of inkjet cartridges or toners a printout showing the problem should be enclosed.

5. All items being returned must be packed in a stout carton with sufficient high-density foam or bubble wrap surrounding the entire product/products so as to ensure safe transit. The goods must be returned in their entirety including all disks, manuals and cables if applicable.

6. The return of faulty goods is subject to individual manufacturer’s ‘Dead on Arrival’ (DOA) policy. Details of these can be obtained by us. All faulty remanufactured inkjet cartridges must be returned within 6 months of the purchase date or they will not be accepted. Faulty compatible cartridges, remanufactured toners and OEM products must be returned within 12 months of the purchase date.

7. Where a customer notifies us of a defect in the goods, within the time provided for the relevant manufacturer’s DOA policy, and our technical inspectors subsequently verify that defect, we will replace the goods or issue a credit note to the value of the goods returned. If the customer would like the items replaced before the defective items have been returned, then they will be invoiced again for the goods and a credit note will be issued for the defective goods once they have been received, inspected and deemed faulty.

8. The customer must notify us within 3 days of the date of delivery if they have received an incorrect product in their order. Where a customer notifies us that they have received an incorrect item and the item is returned in the same condition as it was sent, then we will replace the goods or issue a credit note to the value of the goods returned. If the customer would like the items replaced before the incorrect items have been replaced, then they will be invoiced again for the goods and a credit note will be issued for the incorrect goods once they have been received, inspected and deemed fit for resale.

9. Goods which are allegedly defective will be tested upon receipt. If no fault is found, the goods will be returned to the customer and the customer will be charged a handling fee of 20% of the purchase price of the goods or £20.00, whichever is the greater, plus the cost of the carriage.

10. Where it is established that the goods are faulty or defective in line with a manufacturer’s warranty, most warranty repairs will be carried out on a return to us basis. In some instances the manufacturer’s warranty requires you to contact the repair agent directly. If this is the case, we will inform you.

11. You will be liable for all costs, losses, damages or other charges incurred by us in relation to the items being returned.

12. Risk in any goods that you are returning to us remains with you until they arrive at our premises.

13. Returned goods must be sent to our premises, carriage paid and clearly marked externally with the RMA number.

14. You have 14 days from receipt of an RMA number to return the goods to us. If this period expires and you have not returned the goods, you must obtain a new RMA number from us. We will not accept the return of goods where the RMA number has expired.

15. In the case of a third party fulfilment customer we will arrange for faulty / incorrect products to be collected and a replacement item will be sent. If we send a courier to collect such products and the third party customer is not available or does not have the item / items ready for collection a charge of £6 will be made to our customer to cover our administration and courier costs. .

Delivery Information

We offer Free delivery on 2-5 working days.

Or Next Day for £5

Some delivery charges are calculated on a per-product basis. Please make note of the delivery charges associated with each item.

Prices

Goods are charged at price shown on the product pages on the date the customer places the order and are inclusive of VAT. Prices are correct at time of publocation. Errors and omissions are excepted. Orders will be processed at our published prices, otherwise, in the case of any unexpected change in price, you will be informed and asked if you wish to reconsider your order before proceeding.

Complaints

If we should receive a complaint about any part of our service, by phone,fax,e-mail or letter,then it will be dealt with promptly (we will endeavour to reply within 1 working days).It will then be dealt with confidentially,and effectively.

Cancellation Policy

Customers have the right to cancel orders placed either via the website/email or telephone call, this must be done before 3pm on the date of the order, as goods are shipped on the same day as the orders are placed. Once the order has been cancelled in writing, the order will be cancelled and any invoices will also be cancelled.

If the order has already been shipped, please see the returns policy for details of returning the goods.

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