Ink Hero.co.uk
Return Policy
These terms apply to orders placed from 27 September 2026 where disclosed before purchase. Earlier orders keep the terms offered when purchased; later changes do not reduce those rights.
- Voluntary returns
- 90Days from delivery · unopened items
- Restocking fee
- 20%Voluntary returns only · exceptions below
- Our compatibility mistake
- 0Return fees · opened items included
United Kingdom · Your legal rights
For online consumer purchases, tell us within 14 days after delivery if you wish to cancel, then send the goods back within another 14 days. For a full cancellation we refund the goods and basic outbound delivery, within 14 days of receiving the goods or evidence you sent them back, whichever is earlier. If we offered to collect the goods, the deadline is 14 days after your cancellation notice. You pay direct return postage if we informed you before purchase. Only loss in value from handling beyond what is necessary to inspect the goods can be deducted; opening a box alone does not automatically remove your rights.
Faulty or misdescribed goods normally carry a 30-day short-term right to reject, then rights to repair or replacement and, where applicable, a price reduction or final rejection. A lawful deduction for use on final rejection is assessed under the Consumer Rights Act, never automatically on our three-year schedule. Our warranty does not shorten statutory rights.
Your mandatory rights take priority. The voluntary conditions below do not limit legal cancellation rights, defect remedies or refund deadlines.
For a valid statutory cancellation, we do not charge the 20% restocking fee or remove a free-delivery discount. Any deduction for handling must reflect actual loss in value permitted by law, not an automatic percentage. You may cancel with a clear statement; our authorisation is not required.
Wrong cartridge recommended by us? We will put it right.
If our compatibility database, product listing or staff advice incorrectly matched a cartridge to your printer, choose a correct replacement or a full refund for the affected items, even if opened. We cover necessary return and replacement shipping, with no restocking fee, age deduction or free-shipping clawback. Share your printer model and order details so we can check and correct the information. The same cost-free approach applies if we sent the wrong item. If our mistake means you return the whole order, we also refund the original delivery charge.
Changed your mind or selected the wrong item
Contact us within 90 days of delivery and send the goods back within 14 days of our return instructions. Our additional voluntary offer covers unused, unopened cartridges in undamaged, resaleable packaging. Opened cartridges are not normally eligible for a change-of-mind return; staff may make an exception. This restriction does not apply to statutory rights, defects or our compatibility mistakes.
Eligible voluntary returns have a 20% restocking fee on the price actually paid for the returned items after discounts, excluding separately charged tax. You pay return postage. Original delivery charges are not refunded under this voluntary offer. These fees apply only outside any applicable statutory cancellation or defect remedy.
If your order received free delivery and a voluntary return leaves retained goods below £39, we also deduct the standard outbound charge of £6, once per order. This includes returning the whole order. No deduction applies if the retained goods still meet the threshold. We never deduct outbound postage twice or add an undisclosed remote-area surcharge.
We explain deductions before you send a voluntary return. A return label is deducted only at the quoted cost you accept; postage you pay yourself is not deducted again. Total deductions cannot exceed the refund, and we never charge your card separately without consent. Taxes are adjusted as required. Unlawful or undisclosed fees are waived.
Faulty cartridges · three-year additional warranty
For cartridges bought from us, report a covered fault within three years of delivery. We provide a suitable replacement at no cost, subject to any legal right to choose another remedy. Keep the cartridge for assessment; original packaging is not required for a defect claim. We arrange a prepaid return or reimburse reasonable return costs for a confirmed fault.
If a suitable replacement cannot be provided within a reasonable time, we refund the affected cartridge in full. We do not apply a fixed three-year depreciation formula in this market.
Normal depletion of ink or toner, or damage caused by misuse, is not a manufacturing fault. Remaining contents may help assess a claim, but no fixed minimum ink percentage automatically removes legal rights. Three years is a warranty period, not a promise that ink will last that long.
Arrange a return or report a problem
Contact us with your order number or other proof of purchase, printer model and a description of the issue. Photos help when available. We will provide the correct return address and explain any checks. Pack cartridges securely against leaks and keep proof of posting. Contacting support or completing troubleshooting does not shorten a legal deadline.
We normally process voluntary refunds within five business days of receipt and assessment. Statutory deadlines and lawful proof-of-return rules take priority. Refunds use the original payment method unless another lawful method is agreed; store credit is optional. Your payment provider may need additional time to display the refund.
Tell us promptly about damage, missing items or a parcel marked delivered that has not arrived. We investigate with the carrier; a delivery scan alone does not decide your claim.
Respect for our team
Our team will treat you respectfully, and we ask the same in return. Staff may waive voluntary fees or make reasonable exceptions after reviewing the circumstances. Abusive or threatening conversations may be paused or continued in writing. This never removes legal rights or changes the date your claim was received.
We take our staff’s emotional wellbeing seriously. Threats, profanity directed at staff, degrading remarks and other verbal abuse are not tolerated. We reserve the right to suspend abusive conversations or account access for future orders. You can still contact us in writing about existing orders, refunds and legal claims. A firm complaint or disagreement, expressed respectfully, is not abuse.
How can we help?
From finding the right cartridge to help with an order, we’re here for you.