Privacy Policy & Terms & Conditions

Last Updated: 10/05/2018

We know that your data privacy is of the upmost importance to you. You can be confident that your information is secure when you share it with us and that we comply fully with the laws and regulations set out by the GDPR and previous data protection act.

We aim to be completely clear and transparent about your data, and how it is collected, used and protected by us.

1. Who we are

Cartridgemonkey.com is part of a group of websites run by the parent company NetGiant Ltd. We sell printer consumables and office supplies and ship products to businesses, schools, local authorities, charitable organisations and individual customers in the United Kingdom.

Our head office is located at NetGiant Ltd. 61 Gibfield Park Avenue, Gibfield Park, Atherton, Manchester, M46 0SY and our company is registered in England and Wales under the company number of 4835100.

We are registered with the Information Commissioners Office / under the data protection act with the registration number of Z9607435.

2. The information we collect or store

The following list details the specific information we collect when you visit our website. We only ask for the necessary data to fulfill our contract of sale with you and to satisfy our legal obligations. This information includes:

  • IP address (internet protocol address – a numerical label that is assigned to a device connected to a network)
  • Name
  • Address
  • Email address
  • Telephone number

3. How we collect your data and how it is used.

There are a few ways that your data is collected when you visit our website including automated methods (such as tracking cookies) and when you enter details into fields on the website.

  • When you enter information into fields such as name and address details on the checkout pages, this information is stored on our servers. This information is used to create an account (which you can log in to) and to process your order.
  • Page visits data – Information about the website pages that are visited, buttons that are clicked, and quantity of orders completed is automatically collected by tracking codes and cookies (more information about cookies can be found below). This data is collected so that we can analyse and improve the website. If you’d like to opt out of Google analytics click here
  • Activity recordings – We use a software that records mouse movements, keystrokes and page navigation during customer interaction (but hides passwords and payment data). This is another way that we can determine if improvements are needed but also if a customer reports an issue, we can discover the cause and make quicker corrections to the website (only ip address is listed against the recording). If you’d like to opt out of this activity you can do so here
  • IP Address WAF protection – When you arrive on our website, your ip address is monitored by a web application firewall. This is used to prevent malicious or fraudulent traffic that would seek to crash the website.
  • Phone numbers – We may use your phone number to call you if we need to discuss the order you have placed with us such as unexpected delays to the delivery date. If we think you could benefit from additional support, we may also call you to offer a direct contact to speak to and for market research purposes (account management).
  • Email addresses – We send order confirmations and dispatch notifications to the emails address provided by you and send marketing emails if you have given us your explicit consent to send special promotions and offers. We don’t purchase, sell or share email address with third parties. We record the pages visited and products purchased against your email address to personalise communications we have consent to send to you, providing a more relevant experience. If you wouldn’t like us to personalise your experience in this way, please let us know by emailing help@cartridgemonkey.com.
  • Payment information – If you place an order with us online or over the telephone we will be required to process your payment details to complete your order. All data processed by us on our website are secured by 256-bit SSL encryption, one of the highest levels of protection available for ecommerce websites.

We provide the option to save your card details for future use, and if you choose to do so, we only hold a tokenised reference and not the card details in our system. Card details are held by the third-party payment providers SagePay or PayPal.

4. Legal basis for processing your data.

This section describes on what legal grounds we process your data as a Controller of that data.

Contract – When you enter your personal details into our website forms or fields, you are asking us to perform a specific service. To fulfil that service, (such as create an account and ship an order to you) we need to process your data, and in this instance our legal basis is contractual.

Legitimate interests – We perform certain tasks to improve our service to you and to keep our website and business active and running effectively, allowing you to use our services. To perform these tasks, it is necessary to process some of your personal data. Tasks include, calling you on the telephone to offer additional support (account management service and market analysis), feedback requests by email (market research), sending offers by post, and collecting website use data to personalise and improve your experience.

For these instances we have carried out an assessment to establish the balance of our legitimate interests and yours (LIA), and to make sure your rights and freedoms are adhered to. As such, in these instances consent is not required but we still give you the opportunity to opt out of these activities.

To opt out of receiving market research calls – call us on 0845 365 6666 or email help@cartridgemonkey.com

To opt out of feedback requests for market research (via Feefo) – call us on 0845 365 6666 or email help@cartridgemonkey.com

To opt out of receiving offers by post – call us on 0845 365 6666 or email help@cartridgemonkey.com

To opt out of email personalisation – call us on 0845 365 6666 or email help@cartridgemonkey.com

Consent – In regard to sending you marketing and promotional emails, we ask for your explicit consent to do so in accordance with the General Data Protection Regulation. You consent is collected in the form of an opt-in tick box during the checkout of our website. If you decide to withdraw your consent, you can do so by emailing us help@cartridgemonkey.com, by calling us on 0845 365 6666 or by clicking the unsubscribe link within our marketing emails.

5. Who we share your data with

We do not sell or share your data with any other third party for marketing purposes.

To process an order you place with us, we will need to share your name and address data with suppliers and couriers who ship your order to you.

To prevent fraudulent payments and remain vigilant we may check billing details with our payment provider.

If you apply for a business credit account, your details will be checked with a credit insurance company.

We use third party systems for specific activities such as the ones described in the section above, ‘how we collect your data and how it is used’. Only the necessary amount of information is passed to or collected by these systems through tracking code or cookies.

All data used by third party systems or shared in the way described above are processors of that data on our behalf and abide by the same regulations and privacy laws set out by GDPR legislation.

When you ask us to send you a recycling box or collect empty cartridges from you via our online form or over the telephone, we will share your information with a third party that arranges this on our behalf.

6. How we protect your data

Your data is protected by 256-bit extended validation SSL encryption through Comodo. This is one of the highest standards of protection for ecommerce websites. This can be confirmed by Checking the certificate information when visiting us through your internet browser.

Our internal office systems are protected by firewalls and virus / malware protection and internal policies and procedures for all team members who have access to personal data.

7. Your rights

Regarding the personal data detailed in this privacy policy, you have the following rights:

  • The right to be informed – You have a right to be told what personal data we hold about you and how it is used (contained in this privacy policy).
  • The right to access – You have the right to view the personal data we hold about you. This can be found in the ‘my account’ section of the website if you have created an account. If you don’t have an account, we will not hold your personal data.
  • The right to rectification – If the data we hold is incorrect or incomplete, you can request that we correct it.
  • The right to erasure – You have a right to request that the data we store about you is erased unless this conflicts with our legal obligations. (please note; Some data may be retained to add you to a suppression list)
  • The right to restrict processing – You can object to some of the ways we process your data (we have listed instructions above on how to request this).
  • The right to portability – you can request that we give you the data we hold (that was provided by you) in a structured format so it can be moved to another system.
  • The right to object – You have the right to object to the processing of personal data
  • Rights related to automated decision making – Not applicable in our circumstances.

If you’d like to exercise any of these rights, you can let us know by calling 0845 365 6666, or emailing help@cartridgemonkey.com. We have a period of 30 days to process any request, please note we may need to verify your full identity before processing any request.

8. Data transfer (outside EU)

***Some of the third-party services and software that we use may have data storage located outside of the EU, meaning that some personal data may be held there. We have taken the necessary steps to meet GDPR guidelines and to ensure that these systems also comply with the data protection laws set out by GDPR.

9. How long do we keep your data for?

Data is stored in our systems (or systems that we use) for as long as we are required to keep them by law. For example, UK tax law requires us to store data for a minimum of 6 years post purchase. After this time, data will be deleted from our system in accordance with the GDPR.

If you have previously given us opt-in consent for marketing purposes and you decide to remove this consent, we will keep the minimum required information needed to add you to a suppression list.

10. Cookies

Cookies are small text files that are downloaded by your computer or device when you visit a website or search engine.

These are very common to how websites work and allow websites to remember certain settings for your visit and enable website functionality such as adding things to your basket and remembering the contents if you leave and return later.

Cookies can also be set by third party websites so behaviour can be tracked between websites. For example, if you clicked through a voucher code website or cashback website, cookies and tracking is set so that cashback is correctly paid to you once an order has been placed.

For more information on cookies, see the cookies section of our policies at the bottom of this page or by visiting https://www.aboutcookies.org

11. Contact

Your privacy is of the upmost importance to us and our aim is to be completely transparent about how we use the data you trust us with. If you’d like to contact us about any of the information in this privacy policy or the information we hold about you we’d be more than happy to help, you can call us on 0845 365 6666 Monday to Thursday 9am until 5:30pm and Friday 10am to 5:30pm or email us on help@cartridgemonkey.com

Terms & Conditions

Returns Policy

 

Goods Damaged in Transit

If any goods were damaged in transit, we ask that you report it to us within 3 working days (please note that this is 48 hours for our business customers). If the items are visibly damaged on receipt, it’s best to sign the carrier’s delivery note accordingly. Items should be returned in their original packaging complete with all accessories and documentation. Once received back into our warehouse, we’ll issue a replacement or full refund to you via your original payment method and reimburse your reasonable return carriage costs (if you were asked to return items yourself).

Faulty Goods (Ink & Toner Cartridges)

If your product is faulty or should become faulty, you can obtain a replacement or refund within 6 months of purchase – you must be able to provide your order number. In addition, Own brand compatible toners carry a 36 month warranty and can be returned for a replacement or refund in this timescale.

If you change your mind (Within 14 Days)

If you have changed your mind within 14 days from the day after the goods were delivered, then a full refund will be offered in the form of a discount voucher. A restocking fee of up to 20% of the value of the goods returned will be applied at our discretion.  You must take reasonable care of the goods until they are returned to us. In particular this means that you will:

  • – not open shrink-wrapped or blister pack products or break any manufacturer’s seals
  • – not load any included software onto any PC or laptop
  • – return in good condition all packaging, manuals, cables etc

If you change your mind (After 14 days)

If you wish to return goods after 14 days from the day following day of receipt, because you have ordered the incorrect items or you have changed your mind you may still do so and have the value of the returned items transferred towards replacement goods. Please note, a restocking fee will be charged. All goods must be unopened and in their original packaging. Please note that we will accept goods back under these conditions up to a maximum of one calendar month from date of ordering. This additional right to return goods after 14 days does not affect your statutory right to return goods.

How do I return my Oki, Philips or Dell products

If you need to return an Oki, Philips or Dell product that you have purchased and it has become faulty, unfortunately we are unable to collect these ourselves. Under instruction from the printer manufacturer, to return them you must arrange directly with them by calling one of the following numbers:
OKI – 01784 274 318
Philips – 020 76 60 27 40
Dell – 0800 028 2660
To maintain our customer care standards we will do our best to arrange this on your behalf, however the printer manufacturers have stated that this must be done by the original purchaser.
Missed Collection
If an item has been supplied in error or has developed a fault we will arrange for collection free of charge, if this arranged collection is missed and a fee applies to re-booking the collection the customer will be liable for these charges.
Returning an item after a 28 day warranty period.
At our discretion an item returned after the 28th day of warranty may be refunded in the form of a credit voucher to use against future orders.
Cookies

What are cookies?

I’m sure it doesn’t surprise you to learn that we aren’t actually talking about the tasty snacks that go well with milk, but rather a simple website technology that was first introduced in the 1990’s and has been a part of most websites ever since.

Cookies are a tiny text file that is stored on your computer when you visit various web pages. These text files do no harm whatsoever and carry no personal information at all but they allow a website server to communicate with your computer to enable website functions.

Cookies are a very common part of how all websites work and have many different uses such as remembering what items you have added to your shopping basket.

Why do we need cookies?

Cookies help internet browsers to navigate websites efficiently and without them, various parts of websites wouldn’t function and you wouldn’t be able to place an order with many internet retailers.

Cookies also tell us how people use our website, so that we can make sure things are working correctly and make improvements that make things better for our customers.

What different types of cookies are there and what do they do?

There are various types of cookies that function differently to one another. Cookies also only remain on your computer for a set amount of time and carry no personal information at all. Here is a little more detail on the different types of cookies, and what they do:

Session cookies – these cookies only last for a small amount of time and expire once you have closed your internet browser.

How we use session cookies:

Our website uses various session cookies to help you to navigate through the different pages of our website and to pay for your order securely. We also use them to remember your preferences, such as products that you have added to your basket or recently viewed. These cookies help you to use our website successfully and place your order with us.

Persistent cookies – these are cookies exist between browser sessions (when you close your internet browser and open a new one later on). Persistent cookies each have a set expiry date and last a little longer than session cookies.

What are first and third party cookies?

First party cookies are the ones that are created and used by the website you are on.

Third party cookies are those that have been created by one website but also used by another.

How we use third party cookies:

Website interactions – When you visit our website we monitor the pages that you visit and how you interact with them so we can make sure that things are running smoothly and also to make things work better.

Shopping engines – When you visit an internet shopping engine or price comparison website, a third party cookie is created on your computer to let us know where you came from and which products you clicked.

Banner advertisements – Through various partners when you visit other websites, we use third party cookies to show you banners containing products that you viewed to help you in your buying decision.

If you would like to opt out of this service, you may do so on the webpage here

Google display – Using the Google advertising network when you visit other websites, we use third party cookies to remind you to order from us.

Google analytics – Used for website usage analysis and is able to generate pseudonyms for user profiles.

If you would like to opt out of this service, you may do so by following the instructions found here

Social cookies – Some third party cookies are created by social networks on our website such as add this, Google +, Stumbleupon, Twitter and Facebook so that you may use their social plug ins and share our website with your friends.

Cookies on Cartridgemonkey.com

In order to use our website, cookies will need to be enabled on your browser. By using the cartridgemonkey.com website you agree to our Privacy and Cookie policy and consent to our use of cookies.

More information

We hope that we have answered any questions that you may have about cookies. If you would like any more information at all, please feel free to contact us on 0845 365 3605 or email us at support@cartridgemonkey.com or find out more information here: www.aboutcookies.org

Terms & Conditions of Use

You can order from Cartridgemonkey.com in any of the following ways

  • on-line
  • by post
  • by telephone
  • by fax (Schools & Education Institutions Only)

The confirmation e-mail sent on acceptance of an on-line order is acknowledgement of receipt of the order only, and is not necessarily a confirmation of availability of the product.

We aim to despatch all goods that are in-stock and available on a same-day basis when received before 5:30pm. Orders received at the weekend will be despatched the next working day. We offer Free Next Day Courier delivery on all UK orders which will arrive on a next working day basis.

Our next-day delivery will be provided using a courier. This service excludes weekends, therefore orders placed on Friday before 5.30pm, will be delivered on Monday. The courier will deliver between 9am – 5:30pm on a working day.

If your order contains only cartridgemonkey.com Own Brand ink cartridges then the we will send your order by 1st Class Royal Mail delivery. We understand that many customers who buy ink favour this service and 98% of Royal Mail 1st Class deliveries will arrive next-day, including Saturdays. However, if you would prefer a courier delivery then you can select this as an upgrade at checkout. In addition to this please note that there may be an extra charge for non UK mainland deliveries dependent on the weight of your items but we will contact you prior to despatching your order if this is the case.

We always send an e-mail to the e-mail address you submitted to inform you when your order has been despatched. If goods cannot be shipped within a reasonable time we will e-mail you to advise you of this and, if there is to be a delay, ask if you wish to continue with the transaction.

If you have received an e-mail informing you of the despatch of goods you can be certain they are in transit. If you do not receive your goods within ten working days you should contact us. Over 40% of lost parcels are often just waiting to be collected from a neighbour or a local Royal Mail sorting office, so please check first. Compensation is limited to the cost of the goods ordered and will take the form of a replacement or a refund. If you do not notify us within 21 days of ordering that your goods have not been received, we cannot offer a refund or replacement.

We take no responsibility for the non-receipt or loss of goods when delivered with special instructions to Royal Mail at the time of ordering, eg: “if not in leave in the bin”. Any deliveries that have not been received and include such instructions will not be subject to refund or replacement.

Please ensure you enter a complete shipping address, i.e The address must include the street name & house number or unit number, town and / or city and FULL postcode – Any deliveries that have not been received and do not contain a complete address will not be subject to refund or replacement.

cartridgemonkey.com is under no obligation to fulfil orders / reserves the right to cancel orders if we have insufficient stock to deliver the goods you have ordered; or we do not deliver to your area or country; or if one or more of the goods you ordered was listed with incorrect information including without limit price, and/or description for whatever reason; or if we have reason to believe that you will not comply with these Conditions of use.

If you choose to pay via Credit / Debit Card, your payment card will be debited as soon as you press the “Place Order” button on the secure order confirmation page.

If you receive a faulty or damaged product and notify us within 10 days of receipt of goods, cartridgemonkey.com will reimburse reasonable return postal costs. The return postal costs of faulty items returned outside of our 10 day return policy are paid by the customer.

You can pay by MasterCard, Visa credit cards, American Express, as well as Switch / Maestro, Solo and Delta debit cards. You may also pay by cheque.
Order and credit card details are protected by SSL version 3, 128bit encryption.
cartridgemonkey.com makes every effort to deliver all items within the stated time. In the case of late delivery please contact us by phone, e-mail or live help.

If your goods were damaged in transit, we ask that you report it to us within 3 working days (please note that this is 48 hours for our business customers). If the items are visibly damaged on receipt, it’s best to sign the carrier’s delivery note accordingly. Items should be returned in their original packaging with all accessories and documentation (the packaging of ink and toner cartridges generally provides an essential air-tight seal for the product). You are entitled to a full refund or replacement goods.

If your product (excluding printers and hardware) is faulty or should become faulty, you can obtain a replacement or refund within 6 months of purchase – you must be able to provide your order number. In addition, cartridgemonkey.com compatible toners carry a 36 month warranty and can be returned for a replacement or refund in this time scale.

If your hardware product (printer, Camera or Digital Photo Frame) is faulty or should become faulty, there is an initial period following purchase where we the retailer are responsible for providing a replacement or a credit. This period varies depending on the manufacturer and product but typically ranges from 5 to 14 days- you must be able to provide your order number. If your hardware product should become faulty after the retailer warranty return period, your hardware will fall under its individual manufacturer warranty. Please refer to your hardware manual for a manufacturer support telephone number.

Under the Distance Selling Regulations (DSR’s)/ Consumer contract regulations, if you change your mind and you are a private customer, within 14 days from the day after the goods were delivered, then you are entitled to a full refund, which will be offered in the form or a discount voucher. You must take reasonable care of the goods until they are returned to us.

In particular this means that you will:

  • not open shrink-wrapped or blister pack products or break any manufacturer’s seals
  • not load any included software onto any PC or laptop
  • return in good condition all packaging, manuals, cables etc

Please note that the cost of returning these items is the responsibility of the customer.

If you wish to return goods after 14 days of receipt, because you have ordered the incorrect items or you have changed your mind you may still do so and have the value of the returned items transferred towards replacement goods. Please note, a restocking fee will be charged. All goods must be unopened and in their original packaging.

We will accept goods back under these conditions up to a maximum of one calendar month from date of ordering. Please note that this additional right to return goods after 14 days does not affect your statutory right to return goods.

You can exercise your right to return your goods either in writing to our postal address (61 Gibfield Park Avenue, Gibfield Park, Atherton, Manchester, M46 0SY), or by email to support@cartridgemonkey.com.

Once you have contacted us to return your goods we will give you further information; this will include the warehouse address for your return, a returns authorisation number (RMA) and we may ask you to return the goods by a recorded delivery method. The information we will provide for your return ensures that we can process your return most efficiently, but it does not represent an obligation on your part.

Data Protection: We will use your details for fraud prevention purposes. We will check your details with fraud prevention agencies and if you give us false or inaccurate information and we suspect fraud, we will record this.

Copyright information: UK copyright laws protect all content on this site. No part of the site may be copied, reproduced, distributed, redistributed, modified displayed or performed without prior written consent by cartridgemonkey.com. This site is provided as a shopping resource by Netgiant Ltd.

The site is provided on an “as is” basis. cartridgemonkey.com makes no express or implied warranties of any kind relating to the provision of information or service on or by this site. cartridgemonkey.com will not be liable for any damages of any kind arising from the use or misuse of this site or any of the information contained within it.

We reserve the right to make changes to this site, disclaimers, and terms and conditions at any time These terms and conditions do not affect your statutory rights.

COMPLAINTS: – To register a complaint, please contact cartridgemonkey.com using any of the methods listed on the Contact Us page. Give details of your complaint including any relevant information such as dates, times etc.

We endeavour to respond to all complaints within five working days.

Every effort will be made to resolve complaints within as short a time as possible. Actual time will depend on nature of complaint and co-operation of third party, if applicable.

You will be kept informed of progress throughout the process. Most complaints are resolved within 14 days.

E&OE

Channel Island VAT Exemptions

Products shipped to the Bailiwick of Guernsey and States of Jersey are not charged VAT.  This is because the Channel Islands aren’t part of the European Union with respect to VAT.

Our system records multiple addresses to a single account. If any address contains a valid GY or JE postcode, that address is marked as being ‘outside the VAT area’.

To qualify for VAT free shipping, it’s the delivery address, not the cardholder address, or invoice address which must have the JE or GY postcode. Channel Island residents shipping products to mainland addresses will be charged VAT.

When entering an order, if you’re not logged in, or you haven’t yet created a Channel Island delivery address, your shopping basket will show VAT. This will be removed at the checkout when the you do log in and your order is processed, recognising the Channel Island delivery address postcode.

Voucher Terms & Conditions

Please note that terms and conditons apply to all discount and gift vouchers which can normally be found on the email for the discount voucher that you have recieved. Please be aware that all vouchers and coupons exclude printers, cannot be used in conjunction with any other offer and are limited to one use per customer. Only one voucher may be redeemed per order. These terms apply to all vouchers unless otherwise stated.

We regularly offer Buy one get one half price vouchers and 4 for the price of 3 on compatible toner cartridges. Please note that if for any reason you would like to return one of the items that you purchased when you used this offer for a refund, we will calculate the refund based on what you would have paid without the discounted item. For example, if you bought 4 toners at £50 each and used the 4 for 3 offer, the order would total £150, if you returned one of the toners, then no refund would be due.
If you purchased 1 toner at £50 and 3 toners at £100 each (Total order with the offer would have been £300 / the £50 toner would have been free) and then you returned one of the £100 toners for a refund, you would have paid £250 had you not originally bought this toner, therefore you will get a refund of £50 rather than the full £100 of the toner you returned to us.
All voucher redemption codes / discount vouchers are offered on a discretionary basis. Cartridgemonkey.com reserves the right to cancel, remove or restrict the use of vouchers at any time.

Need Assistance? Call 0845 365 6666 or support@cartridgemonkey.com