Terms & Policies

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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.
Privacy Policy

We understands the value of privacy, and will therefore only use the information you give us to process your order and provide a quick and convenient service to you in the future. We will only use the information we collect about you lawfully (in accordance with the data protection act 1988). We are registered under the data protection act, our Registration Number is Z9607435. We will never collect sensitive information about you without your explicit consent.

The information we hold will be accurate and up to date. You can check the information that we hold about you by emailing us or contacting us in writing at this address: 61 Gibfield Park Avenue, Gibfield Park, Atherton, Manchester, M46 0SY. You have the right to correction, blocking and deletion of your personal data.

In addition to personal data such as name, e-mail address, delivery address, billing address, telephone number, credit or debit card number and expiry date, we also analyse data about participants in order to provide a safe shopping environment for all users.

Examples of the data we may collect and analyse include the Internet protocol (IP) address used to connect your computer to the Internet, login, password, computer and connection information such as browser type and version, your operating system and platform, the full Uniform Resource Locators (URL) clickstream to, through and from our website (including date and time), products you viewed or searched for, your purchase history, personal preferences and any phone number recorded or used to call our customer services number.

Some of the information we hold about you will be in the form of a “cookie” which would be stored on your browser. You can usually modify your browser to prevent this happening. The information collected in this way can be used to identify you unless you modify your browser settings.

If you have given us your consent to email you, we may use your email address for our marketing purposes but we never sell or divulge any of your personal details to other companies or individuals. If after giving your consent, you decide you no longer wish to receive emails from cartridgemonkey.com, you can withdraw your consent at any time either through the ‘my account’ page or contacting our Customer Care team on 0845 365 3605.

In accordance with the Privacy & Electronic Communications Act passed into law 11 Dec 03 – “We do not send random marketing emails to personal email addresses (spam).”

Once we dispatch your order you have deemed to have entered in to a contract with us. We store the contract’s content and will send you details of your order as well as our general terms via email. You can find our full terms here at all times. Details of your recent orders can be found in your customer login area. If you have any questions/comments about privacy, you should email or telephone us on 0845 365 3605.

Full contact details are available on the Contact Us page

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