Delivery & Returns

DELIVERY FOR UK POSTCODES

FREE UK Next Working Day Delivery on All Orders Over £75ORDER BEFORE 3PM*

  • DPD Next Working Day – FREE*
    • On all orders over £75
    • Order before 3pm
    • £6.99 for orders under £75
  • Royal Mail Tracked 48 – £2.99*
    • For orders with a total weight under 1kg- Calculated at Checkout
  • DPD Next Working Day Priority (before 1pm) – From £15.79*
    • Order before 3pm
    • Price dependent on total parcel(s) weight
  • DPD Saturday Delivery – From £29.13*
    • Order on Friday before 3pm
    • Price dependent on total parcel(s) weight

*Excludes NI, Jersey, Guernsey, Isle of Man, Outer Hebrides and certain UK Postcodes. Options available to your are automatically shown at Checkout.

Disclaimer – The UK delivery services are generally based on a next day delivery service (non-guaranteed) using a parcel carrier or 1st Class Letter Post depending upon the weight or value of the items ordered and will always be fully insured within the cost. Deliveries are usually completed within 72 hours but no standard delivery charge service is guaranteed within any binding timeframe unless you have paid for a “Priority Next Day Delivery Before 1pm” service. Whilst failure of this service choice would entitle the customer to a refund of their postage charge, the company will not liable for any compensation for any consequential losses that may have been incurred because of the delivery failure. The prices detailed above are for UK Retail Customers only, special agreements are in place for our UK Trade Customers.

NON-UK CUSTOMERS

The system will offer you a shipping price for some countries where we have been able to set fixed delivery prices. Shipping costs to countries that do not have stored shipping prices will make our system forward your basket contents to our sales team for a shipping quotation and can only be calculated by our office sales staff once you have completed the order process through the checkout – you will not be charged for any goods at this stage but we will receive a notification of your details and what you would like to order. You will be contacted by telephone or by e-mail detailing the appropriate shipping costs and describing your options to make the payment securely and correctly.
NOTE:- Certain goods, particularly liquids or aerosols, may be deemed hazardous or restricted for overseas shipping and you will be advised by email if this is the case.

Depending upon the items purchased, we usually use DPD, Parcelforce Airmail or a special freight forwarding agent. Non-UK customers may well be liable to have to pay customs clearance, import duties or local taxes upon arrival of the consignment. These costs will always be at the customer’s expense and responsibility and are never included in our pricing unless agreed in writing in advance.

BACKORDERS

Whilst the company ensures that stocks are kept at good levels at all times to meet demand, there will be occasions where it will unable to complete your order to go out on a same day despatch.

In such cases, you will be advised by e-mail or telephone within 24 hours offering alternative products or accepting a refund for the items that cannot be supplied.

In some instances, the company will, depending upon the value of the order or the nature of its suppliers terms, insist that you must allow a certain lead time for the supply of the goods. In other instances, the company will send part orders and be responsible for any further shipping costs of backordered items once they arrive in stock.

DAMAGES & SHORTAGES

Upon receipt of the delivery of any goods by a parcel carrier, it is the responsibility of the customer to check the external condition of the packaging prior to signing the carrier driver’s consignment note. If the external packaging appears marked or damaged in absolutely any respect, the driver’s note must be marked with the words “Packaging received damaged – goods not checked” and cross out the carrier’s statement saying “Goods received in good condition”. Failure to do this will mean that the customer becomes liable for all damage and has no recourse for replacement or refund of the goods from The Imaging Warehouse Ltd. NEVER discard any of the packaging or goods as they will be required for future inspection in the event of a valid claim against the carrier.

In any event, the customer shall report any damage or shortage to the company by e-mail or telephone within 3 days of delivery and supply digital images of the damaged items and packaging. Provided prompt notice of transit damage or loss is given and provided it is proved to the company’s satisfaction that such damage occurred in transit in the UK but not otherwise, the company will refund, repair or replace such equipment free of charge to the customer. (see also Warranty & Returns)

PRODUCT MISUSE & GUARANTEE

All products supplied are manufactured to exacting standards and are designed to give years of satisfaction and pleasure to its user. They are guaranteed by their respective manufacturers against defects in manufacture for a period of twelve months from the original date of purchase. OEM branded electronic products and equipment such as Epson/Canon scanners and printers, X-Rite profiling devices and all other brands are covered by a manufacturer’s 12 month warranty. Any extension of that warranty can only be agreed directly between yourself as the buyer and the OEM manufacturer. All guarantees apply only to products sold within the United Kingdom/E.U. and do not effect your statutory rights as a purchasing consumer.

Any product that becomes faulty outside of the 12 month warranty period from date of purchase will fall outside of the responsibility of The Imaging Warehouse in terms of costs of repair/replacement or handling. You are welcome to consult us for advice or guidance for local repair centres or manufacturers’ addresses but we are not legally obliged to act upon your behalf in communication with the manufacturer in order to rectify the problem.

In the event of any equipment, or part thereof, becoming defective owing to defects in materials and/or manufacturing within the guarantee period, The Imaging Warehouse Ltd undertake to repair or replace the product at their sole discretion, totally free of charge. This undertaking applies only if the equipment has, at all times, been used in STRICT ADHERANCE TO THE OPERATING INSTRUCTIONS supplied with the product.

Should any equipment malfunction as a result of abnormal environmental factors (including without prejudice to the generality of the foregoing mains power transients or dropouts, electromagnetic interference, extremes of humidity, vibration, electro-static damage, temperature or pressure or chemical corrosion then all costs incurred by the company in repairing such equipment and investigating the causes of the malfunction shall be payable to the company by the customer.

Procedure for repair or replacement – In the event of experiencing a product fault please contact our Customer Service Department in writing, or by e-mail to customerservice@theimagingwarehouse.com clearly stating the product code, serial no. (if applicable), date of purchase and the actual fault. The company will advise you, in writing, of the best course of action to take in dealing with the faulty product and if necessary, will issue an official Returns number.

WARRANTY & RETURNS POLICY

Under UK/E.U. law, we are governed by the “Consumer Contracts Regulations 2013”. Your statutory rights and legal entitlement to replacement/refund of goods is covered by this procedural document.

Once a delivery is received from us, you are expected to inspect the consignment of goods and check that they are as you ordered and listed on the paperwork. This must be carried out within 14 working days from the delivery date.

You must inform us in writing by letter or e-mail in all instances of delivery shortages (unless noted on the paperwork), incorrectly picked items, or damaged/faulty items.

Once the 14 working days have passed, The Imaging Warehouse Ltd is not liable to accept responsibility to send you any products to correct the damaged items or picking errors without cost. In cases of faulty items or goods not fit for their purpose, your statutory rights remain unaffected.

No goods can be returned to us for credit or replacement without an authorised returns number which will be submitted from our customer service department by telephone or e-mail. This must be quoted on all correspondence when writing to us or returning the product.

In instances where the customer returns goods which were ordered in error, the company reserves the right to charge 15% of each product’s value as an administration/restocking fee – these goods must have a valid authorised returns number and be received in original packaging and in perfect condition.

Payment of return postage costs are always the customer’s responsibility unless otherwise agreed in writing.

FORCE MAJURE

The company will not be liable for any breach of agreement, for delay or failure to perform if the delay or failure is due to acts of God, civil commotion, riots, floods, drought , fire, legislation or other cause beyond the companies reasonable control. This does not affect your statutory rights. If the company choose not to enforce a right under this agreement, that decision will not prevent the enforcement of other rights, or the same right on a later occasion.

LIABILITY

Under no circumstances shall the company be responsible for any indirect, incidental or consequential damages resulting from any correspondence or sales transaction.

DISTANCE SELLING REGULATIONS & CUSTOMER’S RIGHTS

The Imaging Warehouse Ltd has a longstanding trading tradition of good customer service and after-sales support. We abide by the Consumer Contracts Regulations 2013 set down in consumer law and will, at all times, honour our legal responsibilities with regard to any sales of goods.The terms and conditions of sale detailed below are provided for your information, in line with legislation contained in Consumer Contracts Regulations 2013. This legislation covers items bought where there is no direct contact between the supplier and the consumer. It does not apply where goods are bought for business use, from showrooms, fairs or exhibitions or any goods made to a custom specification.

Under current legislation, the Consumer Contracts Regulations 2013 allow for a “cooling off” period of 14 days from the date of the customer’s receipt of the last item of goods from an order. Under this law, the Customer may return specified goods for a full refund without any reason following written notification by e-mail, fax or letter (a telephone notification alone is NOT acceptable) – you will be issued with an official returns number which needs to be quoted with all goods returned to our premises – the goods are expected to be returned with a period of 14 days following notification of an intended return. This cooling off period explicitly excludes goods made to a customer’s personal specifications. It also does not apply to goods intended for everyday consumption, video recordings or computer software where the seal is broken by the customer. Goods returned have to be unused, complete, in perfect resaleable condition and including original packaging.

All costs of returning and appropriately insuring the goods until a satisfactory receipt by the company will be borne in full by the customer.

Once all specified goods have been received in good condition by the company, it will ensure that the customer is fully re-imbursed for said items for the original amount paid within a period of 14 days from the date of receiving the goods back. If a complete order is being returned then the company will fully refund any original postage costs (excluding any priority service cost in which case the basic next day charge will be refunded). In instances where only part of the original order is being returned then the company is not liable to refund any of the original postage charges.

In all instances, the address for the return of goods is stated below:-
The Imaging Warehouse Ltd, 1A, Black Hill Industrial Estate, Warwick Road, Stratford-Upon-Avon, Warks. CV37 0PT. UK.

In compliance with the Consumer Contracts Regulations 2013, the Company reserves the right to seek recompense for goods returned and found to be mistreated or used and beyond the expectation of the customer’s duty of reasonable care and handling.

Details of the specification, price and arrangements for payment of the goods purchased by distance selling are available on our website. The Imaging Warehouse sales team are happy to send a quote by fax or mail detailing specifications, or customers may want to print out copies of web orders for their records.

Customers always have the right to cancel their contract by telephone (subject to additional written confirmation) or in writing at any time. The Customer Services department of the company will always issue a RETURN TO MANUFACTURER (RMA) number to the Customer as soon as possible. This number must be quoted on all returned goods so that the goods can be properly identified. In all cases, the customer will be required to return the goods to the company before a refund can be processed. The company cannot be held responsible for goods returned without proper identification becoming mislaid or transit damaged by the mishandling of carriers and in such cases, the customer will be required to provide definitive proof of sending.

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