Terms & Conditions - Refund Policies
Last Updated - 3rd March 2019
We’ve tried to keep our Terms and Conditions as clear as possible, and give you all the information we can about your transaction with us so that you completely understand the whole process, from your initial order to your chosen delivery method. It’s really important to us that your online/telesales or in-store shopping experience meets expectations, so please spend a few minutes and read on. You’ll need to accept our T’s & C’s every time you make a purchase – they might change from time to time, so do check the date at the top of the page.
Please note that different terms (including prices, charges for services, availability, delivery times and returns policies) apply to purchases made online, via the telephone or in one of our stores.
Our contract after you have ordered
Firstly, don’t panic if you make any mistakes during your order, you can correct any input errors right up until you confirm payment. Once you’re happy everything is correct and you’ve submitted an order you’ll be given an Order Reference Number and details of the products (and/or services) you have ordered. You’ll then receive an email headed ‘Order Acknowledgement’ recognising receipt of your order. We will then send a further email headed ‘Order Confirmation’. This second email also lets you know how your products will be delivered to you. If we have to cancel all or part of your order for any reason, we will email you to let you know.
If you have placed an order by telephone and you don’t have an email address, we’ll give you the Order Reference Number over the phone and post you a copy of your receipt.
Sometimes we have to hold our hands up and admit we have made a mistake by unintentionally publishing inaccurate information on the site (e.g. the price, description or availability of a product you have ordered). In this instance we may have to cancel your order at any time, even if you have received your Order Confirmation email, and you will receive a full refund of any charges already paid.
If you choose our Shop Collection service you will be given a reference number and details of your order. You will not be asked to pay in full until you collect the goods from your our store, deposits will be taken where applicable.
Prices and payments
As you would expect all our prices are in UK pounds. The total cost of your order will be the price of the products you order, set up fee’s, installation fee’s and the delivery charge (if any), plus any additional services you choose e.g. premium delivery. You’ll see all these in your Shopping Basket before you submit an order. Payment is deducted once an order is submitted.
When deciding whether to accept your order we may use certain information about you, including any received from our accredited identity verification partner. For example, we may pass on your details for them to check against certain public and private databases. This will help to protect you and us from fraudulent activities.
If we identify a transaction as being potentially fraudulent we may ask our courier to return the goods to our warehouse, we may cancel your order even though you will have received the Order Confirmation email.
Restrictions - age requirements and limits on orders
Some of our products have a minimum age requirement, and by ordering you are confirming that you are of the required age. Your age may be checked using an approved age verification service.
Please note that we are only able to accept orders with a maximum delivery time of 28 days, any deposits taken will be forfeited after this duration.
Delivery and installation services
You’ll find all the finer details about our delivery (including where we deliver to) and information about our installation services by contacting our customer services department.
Removal of your old machines and Delivery Boxes
You’ll need to have safely disconnected your old machines prior to our arrival. The boxes used to transport your products are to be kept by you (the buyer) this is in-case you need to use one of our warranty return options.
For any old equipment we remove that isn’t safe for use, we will have it stripped and/or recycled.
Missing, damaged or incorrect orders
We do everything we can to ensure your order arrives at your door complete and in pristine condition. If you don’t receive all of your products at once, you can check that they have been dispatched using our tracking facility detailed in the confirmation email. If it’s not on its way, you can contact us Via the Contact Us facility on the website or telephone 0800 410 1661. In the unlikely event that the product is faulty, please follow the instructions in the delivery documents.
If the product is damaged when it arrives, please contact us within 48 hours via the Contact Us facility on the website or via telephone on 0800 410 1661.
Returns/cancellations and after sales policy
If for whatever reason you change your mind and would like to return your order after delivery, we’re happy to refund or exchange your purchase as long as it’s unopened and in its original packaging. This option is available for 28 days after delivery.
Following The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations, we will accept items back even if you have opened the goods. You are entitled to a refund as long as you inform us of your decision to cancel within 14 calendar days from the day after delivery of the goods. You can examine the goods as you would in a shop but to obtain a full refund you must not start using them, install them or input any data/software. The goods must be in an ‘as new’ condition and returned in the original, undamaged packaging, along with any accessories and free gifts received with them. DVDs, CDs, memory cards and software packaging discs must still be sealed. If you want to return a Software Product Activation Key card which is not faulty, the silver strip on the back of the card must be fully intact as new.
In the case of a service contract or a contract for the supply of a digital download, the cancellation period will expire after 14 days from the day of the conclusion of the contract.
If you consent to a digital download starting within the 14 day cancellation period and acknowledge the right to cancel will be lost, you will not be able to request a refund.
There are three ways to refund/cancel your purchase:
You can return the product to one of our stores with your receipt, bringing the card you paid with so we can credit it. When returning opened products to us, you should do so without undue delay and, in any event, not later than 14 days from the day on which you communicate to us your decision to cancel.
You can cancel your order via the Contact Us facility on the website
By phoning us on 0800 410 1661 with your order reference number and delivery details to hand
Once we have received the goods back from you, we will give you a refund for the cost of the products minus the set-up fee and installation costs (except for the additional costs arising if you selected a type of delivery other than the least expensive type of standard delivery offered by us). Set up fees and installation costs are non-refundable. You will be refunded for the product cost only, which is to be set by us for each individual transaction, prices on the website for specific individual items are not the prices when bought as part of a business start-up package, these are lower as they are bought as part of a package that includes set-up, delivery, installation and some times training online or in person.
If you have requested we begin the performance of any service, such as installation of a product, within the 14 day cancellation period we have the right to retain any charge paid for these services which have already been completed.
We may make a deduction from the refund for any loss in value of the goods if the loss is a result of any unnecessary handling by you.
Refunds take 3-5 working days to be credited to your payment method.
Set-up, Installation & Training are none refundable once completed, and make up, up to 50% of any purchase price depending on which package is purchased. This is solely at our discretion.
We cannot refund/cancel your purchase:
If you return your product to a store without proof of purchase.
There is a contract for services with the product and you have started using the services; this would include, for example, a sign cut licence subscription.
The seal has been broken on any DVDs, CDs, memory cards or software, including games, or on any personalised product.
If the silver strip on the back of your Software Product Activation Key card has been partially or completely damaged or removed.
The goods were a special order to your specification or in any way personalised.
If you return them after the 28 day period.
If they have been signed for/delivered to your address but you say they have not turned up.
DEPOSIT PAYMENTS FOR EQUIPMENT OR SERVICES (OR FIRST PAYMENTS) ON A PAYMENT PLAN ARE STRICTLY NON REFUNDABLE!
IF A PRODUCT DOES NOT TURN UP TO YOU AFTER BEING SHIPPED FROM OUR UNIT, WE WILL CHECK THE TRACKING INFO IF AVAILABLE. IF THE PRODUCT HAS BEEN SIGNED FOR BY YOURSELF OR BY SOMEONE ON YOUR BEHALF AT YOUR ADDRESS, OR AT A NEIGHBOURS ADDRESS THEN UNFORTUNATELY WE CAN NOT HELP ANY FURTHER THAN LODGING AN INVESTIGATION WITH THE SHIPPING COURIER.
FULLY INSURED SHIPPING IS ALWAYS AVAILABLE AT AN ADDITIONAL COST, THIS IS NOT INCLUDED IN THE STANDARD SHIPPING COSTS ON THIS WEBSITE. PLEASE CONTACT US FOR FURTHER INFORMATION.
It’s bad enough that your product develops a fault, so we try to make our returns or repair service as painless as possible.
We will offer either a repair, exchange or refund if the fault occurs within 30 days of purchase (or delivery or installation). If the fault with your product occurs within its guarantee period (normally 12 or 24 months from delivery) we will offer you a prompt repair service*. In all cases we reserve the right to inspect the product and verify the fault.
For a refund or exchange, the product must be in otherwise ''as new'' condition, complete with any accessories and free gifts offered and if possible, with the original box and packaging.
If a software item is faulty under guarantee we will happily exchange it for the same title or offer a refund.
You can either return the product to a Start 2 Print address** or phone After Sales on 0800 410 1661 to arrange for collection. After Sales is open from 10am to 6pm, Monday to Friday. Refunds for faulty goods include the applicable delivery charge and you will not be charged for collection. Replacement goods are sent by standard delivery. If a fault occurs while you are abroad, please contact us to discuss how we can assist.
We do not cover faults caused by accident, neglect, misuse or normal wear and tear. Consumable items, such as non-rechargeable batteries and ink cartridges are covered by guarantee for 3 months after delivery.
Items sold on this website are generally intended for normal domestic and commercial use and not for resale. If we arrange to collect goods from you it will be at our cost.
*Often repairs will be carried out by the manufacturers’ own service teams with whom we have arrangements in place to ensure your product is repaired by skilled and qualified engineers. If we refer you to such a repair centre when you call us, please be assured this is to help you get the right service for your particular product as quickly as possible. If you’re not happy with their service we urge you to let us know.
** Excludes goods delivered direct from the Manufacturer
For all returns and after sales service, please call our Contact Centre on 0800 410 1661 and we will assist you. Items delivered direct from the Manufacturer cannot be returned to one of our stores.
THIS RETURNS POLICY DOES NOT AFFECT YOUR LEGAL RIGHTS. DETAILS OF YOUR LEGAL RIGHTS ARE AVAILABLE FROM TRADING STANDARDS OR CITIZENS ADVICE CONSUMER SERVICE.
We, our Group of companies and our suppliers own the copyright, trademarks and all other intellectual property rights in all material and content on this website, which you may not use, download, copy, publish, transmit or otherwise make available by any other means. Any use or reproduction of the material or content is strictly prohibited.
You may not create any link to this website without our prior written consent, nor may you restrict or inhibit the use or enjoyment of it by anyone else.
These terms and conditions, and all transactions relating to this website and all non-contractual obligations arising from any transaction carried out on this website are governed by English law and are subject to the non-exclusive jurisdiction of the English courts. We do not accept amendments to these terms and conditions.
Additional terms and conditions may apply for prize competitions and our added value services and offers. If so, you will be alerted to them at the relevant juncture.
These terms and conditions only cover the Start 2 Print website. Any other websites to which you link from this site are governed by their own terms and conditions. We accept no responsibility or liability for the content or operation of websites which are not under our control. We are required by law to tell you that sales can be concluded in English only and that no public filing requirements apply. We acknowledge we have a legal duty to supply goods that are in conformity with a contract.
Start 2 Print is a trading name of The Phoenix Gallant Group Ltd Ltd, Unit C20 Rosehill Ind Est, Market Drayton, Shropshire, TF9 2JU. Company registration number: 11015963