Returns Policy
Last updated: January 2025
14 Days
Return window
30% Fee
Restocking charge
Free Returns
Faulty items
5-7 Days
Refund processing
Overview
At 1st Call 4 Service, we want you to be completely satisfied with your purchase. If for any reason you're not happy with an item, you can return it within 14 days of delivery. Please note that a 30% restocking fee applies to all returns.
This policy applies to products purchased through our website or over the phone. It does not affect your statutory rights under the Consumer Rights Act 2015.
Standard Returns
You may return most unused items within 14 days of delivery. A 30% restocking fee will be deducted from your refund. To be eligible for a return:
- Items must be unused, in their original packaging, and in resalable condition
- All accessories, manuals, and free gifts must be included
- You must have proof of purchase (order confirmation or invoice)
Note: For standard returns (change of mind), the customer is responsible for return shipping costs. We recommend using a tracked delivery service.
Faulty or Damaged Items
If you receive an item that is faulty, damaged, or not as described, please contact us within 48 hours of delivery. We will:
- Arrange free collection or provide a prepaid return label
- Send a replacement item as quickly as possible, or
- Issue a full refund including original delivery charges
Please retain the original packaging and take photos of any damage to help us process your claim quickly.
Wrong Item Received
If we've sent you the wrong item, please contact us immediately. We apologise for any inconvenience and will arrange free collection of the incorrect item and dispatch the correct product at no extra cost. Alternatively, we can issue a full refund.
Warranty Information
Important: Parts purchased from our website and self-installed by the customer are not covered by any warranty. Warranty coverage is only available for parts supplied and installed by 1st Call 4 Service engineers.
Items That Cannot Be Returned
For hygiene and safety reasons, the following items cannot be returned unless faulty:
- Ink cartridges, printheads, or consumables that have been opened or installed
- Maintenance kits that have been unsealed
- Custom or special-order items made specifically for you
- Items that have been used, installed, or show signs of wear
How to Return an Item
Contact Us
Email us at work@1stcall4service.com or call 0121 747 2499 to request a return. Please include your order number and reason for return.
Receive Return Authorisation
We'll issue a Return Merchandise Authorisation (RMA) number and provide instructions on where to send the item.
Pack and Ship
Pack the item securely in its original packaging if possible. Include the RMA number on the outside of the package and inside with the item.
Receive Your Refund
Once we receive and inspect the item, we'll process your refund within 5-7 working days. Refunds are issued to the original payment method.
Refund Information
- Refunds are processed within 5-7 working days of receiving the returned item
- Refunds are credited to the original payment method (card, PayPal, bank transfer)
- Original delivery charges are only refunded if the return is due to our error or a faulty product
- Depending on your bank, it may take an additional 3-5 days for the refund to appear in your account
Exchanges
If you'd like to exchange an item for a different product, please return the original item for a refund and place a new order. This ensures you receive your new item as quickly as possible. If you need help finding the right product, please contact our team.
Business Customers
For business customers with trade accounts, returns may be subject to different terms as agreed in your account terms. Please contact your account manager or our sales team for assistance with returns.
Need Help With a Return?
Our customer service team is here to help with any questions about returns or refunds.