Returns & Refunds

ORDER SUPPORT · RETURNS & REFUNDS

For orders placed with TIJVIA, contact sales@uplimark.com for cancellation, returns, exchanges or a product problem. Include your order reference, model/SKU, quantity and the reason for contacting us. Photos or a short video help us investigate a fault, but are not a condition for exercising a statutory cancellation right.

1. Cancel before dispatch

Contact us as soon as possible if you need to cancel or change an order. If a standard product order has not been dispatched, we will cancel it and refund the amount paid. If it has already been dispatched, use the return process below. Any permitted exception for genuinely personalised or custom-made goods must be explained and agreed before purchase; selecting an ordinary catalog printhead configuration is not automatically treated as personalisation.

2. Change-of-mind returns

Our voluntary return window for standard catalog goods is 14 calendar days after delivery. Notify us within that period and send the goods back within 14 calendar days after your notice. For this voluntary policy, printers and accessories must be unused, complete and in resaleable condition; ink cartridges must be unused and factory sealed. Include supplied accessories, manuals and protective packaging.

You pay the direct return shipping cost for a change-of-mind return. We will provide the return destination and estimated return transport cost before purchase, and confirm the routing instructions when you contact us. The return destination may require international shipping. Use the instructed address rather than assuming the carrier label shows the correct return location. We do not impose a flat restocking fee.

Outside a statutory withdrawal right, original outbound shipping is not refunded for a change-of-mind return. Any replacement order and its delivery charge are agreed separately. Mandatory consumer rights take priority over these voluntary conditions.

3. Defective, damaged or incorrect goods

If a product is faulty, damaged in transit, not as described or different from the item ordered, contact us promptly. Keep the goods and packaging where practical. We will investigate and arrange an appropriate repair, replacement or refund as required by the circumstances and applicable law. For a confirmed fault or our shipping error, we cover the necessary return or replacement shipping through an agreed service.

Please contact us before paying for a return service so we can arrange suitable transport, especially for ink. We will not require an unnecessary return where another agreed remedy is appropriate. A request to report damage promptly does not shorten any statutory claim period.

4. Ink cartridges and compatibility

Confirm the cartridge SKU, printhead size, printer compatibility and material suitability before opening the seal or installing a cartridge. Opened, installed or used ink is not eligible under our voluntary change-of-mind policy. This does not exclude claims for defective or incorrectly supplied ink, or override a statutory withdrawal right. Use beyond the inspection permitted by applicable law may result in a deduction for actual diminished value, where legally allowed; no automatic blanket deduction applies.

5. Refund timing and method

Refunds are made to the original payment method, without an additional refund fee. We issue a cancellation refund within 14 calendar days of receiving your cancellation notice. For returned goods, we may withhold the refund until we receive the goods or evidence that you have sent them back, whichever is earlier, where permitted by law. Your bank or payment provider may take additional time to show the funds.

For fault-related remedies and any shorter mandatory refund deadline, the applicable legal deadline takes priority. You will receive confirmation of the refund amount and any lawful, explained deduction.

6. EU and UK consumer purchases

Where applicable EU or UK distance-selling rules protect your purchase as a consumer, you generally have 14 calendar days from delivery to notify us that you withdraw, without giving a reason, and a further 14 days to send the goods back. A clear statement by email to sales@uplimark.com is sufficient notice; you do not need to wait for a return authorisation to exercise that right. Our request for routing instructions must not delay a lawful return.

For an applicable statutory withdrawal of the whole order, we refund the product payment and the cost of our least expensive standard outbound delivery option. The extra cost of a premium service is not refundable. You bear the direct return cost if we informed you before purchase. We may withhold the refund until receipt of the goods or evidence of return, whichever is earlier, where permitted. You may inspect goods as you would in a shop; original packaging and an unopened box are not absolute conditions of a statutory withdrawal. Only legally permitted, actual diminished value can be deducted.

Legal remedies for faulty goods are separate from change-of-mind returns. This policy does not restrict mandatory consumer rights, including any applicable legal guarantee. A business purchase is governed by the agreed commercial terms and any applicable mandatory law.

7. How to arrange a return or exchange

1. Email your order reference, SKU and quantities to sales@uplimark.com. Tell us whether you need a cancellation, refund, exchange or fault remedy.
2. We confirm the return address, suitable transport and who pays the shipping. For an exchange, we confirm the correct replacement and any agreed price difference.
3. Pack the goods securely. Follow any ink transport instructions and keep the shipment receipt or tracking evidence.
4. We confirm receipt and the refund or other remedy. Requesting a reference number helps handling and does not limit statutory rights.

Contact order support → Shipping & delivery →

Updated 28 October 2026. The policy agreed at purchase applies to that order; later changes do not remove existing rights.