Frequently Asked Questions

Our subscription service includes unlimited callouts, all parts and labour for covered repairs, priority response times, and regular maintenance visits. There are no hidden costs - callout fees, parts, and labour are all included in your monthly payment.

Subscription pricing depends on your printer model and usage. We offer competitive monthly rates starting from £49/month. Contact us for a personalised quote based on your specific equipment and requirements.

Our subscription plans have a minimum term of one month and then continue on a rolling monthly basis. You can cancel with 30 days' written notice at any time after the initial month.

Yes, you can add multiple printers to your subscription. We offer discounted rates for additional machines, making it cost-effective to cover your entire fleet of printers under one plan.

Subscriptions cover mechanical and electrical faults with normal use. Exclusions include damage from accidents, misuse, power surges, use of non-genuine consumables, and cosmetic damage. Consumables like ink and media are also not included.

Simply call us or submit a service request through our website. As a subscription customer, you'll receive priority scheduling. Our engineer will visit your site, diagnose the issue, and carry out the repair - all covered by your plan.

Repair costs vary depending on the fault and parts required. We provide transparent pricing with a fixed callout fee and a clear quote before any work begins. You'll always know the cost upfront - no surprises.

Yes, all our repair work is guaranteed for 90 days from completion. If the same fault recurs within this period, we'll return and fix it at no additional charge. Parts installed by us carry either the manufacturer's warranty or our 90-day warranty, whichever is longer. Please note: parts purchased online and self-installed are not covered by warranty.

If we determine that your printer is beyond economical repair, we'll explain the situation and provide honest advice on your options. This might include sourcing a replacement unit or upgrading to a newer model. We won't charge for repairs we can't complete.

We use high-quality parts that meet or exceed OEM specifications. For critical components, we source genuine manufacturer parts. Parts installed by our engineers are covered by our warranty. Please note that parts purchased online and self-installed are not covered by warranty.

Many common repairs can be completed in a single visit, typically within 1-2 hours. More complex repairs or those requiring ordered parts may take longer. We'll always give you a realistic timeframe and keep you informed throughout.

Yes, we can work on printers regardless of who has serviced them previously. We'll assess the current condition and provide our honest evaluation of what's needed to get your printer running reliably.

Yes, we supply a range of parts, maintenance kits, and consumables for large format printers. You can order through our website or by contacting us directly. We stock common parts for quick dispatch.

Standard delivery is typically 2-5 working days. Express next-day delivery is available for most items ordered before 2pm. Delivery times may vary for specialist or ordered-in parts.

Yes, we offer trade accounts for businesses with regular parts requirements. Trade customers benefit from preferential pricing, credit terms, and dedicated account management. Contact us to apply.

We accept all major credit and debit cards, bank transfer, and PayPal. Trade account customers can pay on invoice with agreed credit terms. Subscription payments are taken by direct debit.

Yes, once your order is dispatched you'll receive a confirmation email with tracking information. You can also log into your account on our website to view order status and tracking details.

If you've ordered the wrong part, you can return it within 14 days of delivery, provided it's unused and in original packaging. Please note a 30% restocking fee applies. See our returns policy for full details.

You can return most items within 14 days of delivery. A 30% restocking fee applies to all returns. Items must be unused, in original packaging, and in resaleable condition. Some items like opened consumables and custom orders cannot be returned.

Contact us to arrange a return and we'll provide a returns authorisation number and instructions. Pack the item securely in its original packaging and send it to us using a tracked service. We'll process your refund within 5-7 working days of receiving the return.

If you receive a faulty or damaged item, contact us immediately. We'll arrange collection at our expense and send a replacement or process a full refund, including any delivery charges you paid.

For change-of-mind returns, you're responsible for return shipping costs. For faulty or incorrectly supplied items, we'll cover the return shipping cost or arrange collection.

Once we receive your return, refunds are typically processed within 5-7 working days. The refund will be credited to your original payment method. Bank processing times may add a few additional days.

Yes, we're happy to exchange items for a different product or the correct part. Contact us to arrange an exchange and we'll help you find what you need.

You can create an account during checkout or by visiting our registration page. Having an account lets you track orders, view service history, manage subscriptions, and reorder parts quickly.

Click the "Forgot Password" link on the login page and enter your email address. We'll send you a link to reset your password. If you don't receive the email, check your spam folder or contact us for assistance.

Log into your account and go to the billing section to update your payment details. For subscription customers, updating your card details will apply to future payments automatically.

Yes, all your invoices are available in your account under the billing or order history section. You can view, download, and print invoices for your records.

To cancel your subscription, contact us or submit a cancellation request through your account. We require 30 days' notice. Your coverage will continue until the end of your paid period.

For significant repairs, we may be able to offer payment plans on a case-by-case basis. Contact us to discuss your requirements and we'll do our best to find a solution that works for you.