These terms & conditions have been put in place to ensure fairness between all our customers and ourselves, and to help us offer the best possible prices and a high level of service to everyone.
Using our websites or placing an order indicates your acceptance of these terms & conditions. Please read them carefully. The submission of an order form and payment will be treated as an offer by you to purchase goods from us
subject to these terms & conditions.
Our terms & conditions meet the minimum standards required under UK distance selling regulations. We reserve the right to alter them on a per order/customer basis at any time, using the UK regulations as a minimum standard,
without notice. We will only do this under specific circumstances – for example, when the customer or delivery address is outside the UK, the products or services purchased are not part of our standard offerings, or other
regulations apply.
Definitions
Standard Products: Items sold as described, without modification or personalisation.
In these terms of sale, “we” means Franking Machine Guide (and “us” and “our” will be construed accordingly); and “you” means our customer or potential customer for products (and “your” will be construed accordingly).
Trade Sales: Items sold at a discount from the single item rate or paid for by BACS, internet banking, cheque, company credit card, or cash on behalf of a business are considered trade sales and not subject
to consumer distance selling regulations. If you don’t wish to be treated as a trade sale, please contact us in advance and the full single price rate will apply.
Reasonable time periods: Weekends and bank holidays are excluded from timeframes. Non-working hours are included. For example, 24 hours is considered one working day.
Opening hours
We are open from 9:00am to 5:00pm Monday–Friday, excluding UK bank holidays.
Buying products from us
A binding contract is not formed until goods are despatched by us. We reserve the right to cancel any order without prior notice. In such cases, refunds will be processed within 28 days to the payment method used.
Many third parties may be involved in delivery, so any delivery date provided is an estimate and not contractually binding.
All orders are subject to these terms & conditions, even if you supply alternative terms. By placing an order, you waive any conflicting terms.
Legal title of goods remains with Franking Machine Guide until full payment is received.
Description of goods
Product descriptions are provided on our website. Images may include items for context (e.g., a product shown in a room), which are not included in the sale. Always refer to the product description.
Manufacturer-supplied images may vary slightly from the final product. Colour and quality may vary depending on device display.
Manufacturers may update or improve products without notice. We strive to maintain accuracy, but minor discrepancies may occur. Products supplied will be the latest version available in the UK.
Delivery
All physical products are sent via tracked courier or post. We cannot accept delivery instructions such as leaving parcels elsewhere. You must ensure someone is available to receive the delivery at the specified address.
If no one is present, the courier may leave a card—but this is not guaranteed. Follow the courier’s instructions to arrange redelivery or collection. Deliveries are only made to the address specified in your order.
You will receive an email upon dispatch. Please ensure you can receive emails from our domain. We are not responsible for filtered or blocked emails.
Couriers may request ID. If suitable ID is not provided, the parcel may be returned and you may be charged for redelivery and administrative costs.
Delivery dates requested by customers are not part of the contract and are best-effort only.
Parcels not delivered or uncollected within the courier’s holding period (usually 5 working days) will be returned. Return fees and reasonable admin charges will apply. Redelivery is charged at full cost.
If the parcel is visibly damaged on arrival, you must refuse it. Signing for a parcel confirms it was received in good condition. If accepted and damage is later discovered, you must report it within 24 hours.
Parcels are insured in transit. If signed for and later reported missing or damaged, investigation by the courier is required before we can resend.
We reserve the right to pass on additional delivery charges, including:
- Incorrect address
- Redelivery to a new address
- Incorrect shipping option selected
Deliveries/Failed Deliveries
Deliveries occur Monday–Friday, between 7:00am and 6:00pm (all day, no timed slots).
1. Parcel Deliveries: Failed delivery incurs a re-delivery charge (minimum £8.00 + VAT).
2. Pallet Deliveries: If delivery fails due to refusal or absence, a re-delivery charge applies and must be paid before redelivery.
3. Special Requirements: Timed or address change requests incur additional charges.
4. Inspection: You must inspect goods on arrival and notify us of issues within 2 working days. Non-delivery must be reported within 14 days. Claims after this period will not be accepted.
Guaranteed Next Day Delivery
Orders must be placed by 4.00pm and excludes the following postcodes: AB31-56, BF (All), GY (All), HS (All), IM (All), IV (All), JE (All), KA27-28, KW (All), PA20-80, PH15-50, TR21-25, ZE (All).
As we use third party delivery services/couriers we except no liability for late/missed deliveries and/or indirect or consequential loss caused as a result of a late/missed delivery.
Damaged goods
All goods are checked before despatch, but in the unlikely event of any items in your order being damaged, you should notify us within a reasonable time period, usually 24 hours after signing for the goods, giving details of the
damaged items. To speed up the process of getting the damaged items replaced we may ask you to provide photographic evidence, usually electrically by email, to confirm the damage. If you are unable to provide photographs, we will
arrange to collect the items from you and have them returned to us for inspection. If you prefer this option, someone must be available at the collection address when the courier arrives, and the items must be appropriately
packaged. Once the products arrive back to us, we will inspect them to confirm the damage and replace as appropriate. If we conclude the items have been damaged deliberately to avoid the cost of returning products ordered in error,
you will be liable for any costs incurred by us, a reasonable administration fee and the full cost of returning the products to you.
Missing Items
If you believe that there may be item(s) missing from your order, please contact us within 2 working days of signing for your order and we will investigate. This may involve us speaking to third-party companies involved in the
supply and delivery of your items and may take a few days to complete.
Faulty Goods
We do not accept returns for goods/items that have been used unless they are faulty. If this is the case, after testing/investigation to confirm the fault, we will either replace the item, return it to the manufacturer for further
testing/investigation or offer a partial refund. If a fault is found partway through the life of an ink cartridge, then the data of the cartridge chip will be read to determine how much ink is used and a partial refund
representative of the ink remaining will be offered based on the points below:
0% to 10% used – 100% Refund
11% to 20% Used – 90% Refund
21% to 30% used – 80% Refund
31% to 40% Used – 70% Refund
41% to 50% used – 60% Refund
51% to 60% Used – 50% Refund
61% to 70% used – 40% Refund
71% to 80% Used – 30% Refund
81% to 90% used – 20% Refund
91% to 100% Used – No refund due to the variation of the density of a customer logo and other factors that may affect ink usage beyond our control.
If no fault is found, we believe the franking machine is at fault or the item was deliberately damaged, you will be liable for any charges incurred by us including a reasonable administration fee.
Please be aware that we offer a 12 month guarantee only on all ink cartridge purchases, should you wish to return a cartridge after the 12 months of the invoice date, we will be unable to process your request. This is due to the
expiry and shelf life of the cartridges.
We accept no liability for loss or damage during return transit and recommend you take out adequate transit insurance. Confirmation of posting is no guarantee of delivery and items should be sent via an insured ‘signed for’ service
to cover the value of the parcel should damage occur in transit. Franking Machine Guide accepts no liability for return postage/courier costs regardless of the findings of our testing/investigation.
Cancellations, returns & refunds
Before returning any items, you must contact us on 01543 572 776 or email into info@franking-machine-guide.co.uk for a returns case to be raised. You may return unused items in original packaging at your expense within 7 working days from
delivery. Use insured, signed-for service.
Cancellation must be in writing within 7 working days of placing the order. Phone cancellations are not accepted. A 25% restocking fee will apply to unwanted returns. Refunds exclude original postage if return is not our fault.
If returns fall outside the 7-day window, are used, or are not in original condition, refunds may not apply. Ineligible items will only be returned to you after full payment of associated costs. Items unclaimed after 14 days will be
disposed of.
Refunds can only be issued to the original payment method. They may take 7–10 working days.
If we are unable to accept the item(s) for return (fall outside the 7 working days, the items are not faulty or have been used etc.), you will be responsible for the full cost of returning the items. This includes any collection or
despatch charges incurred by us and reasonable administration fees. Payment of these fees must be made before we can return the item(s) to you. We will retain the items for a maximum of 14 days. If payment is not received within
this time period, we will assume the goods are not required and will be disposed of.
We can only credit the card/bank account used to make the original payment, please note that refunds can take up to 7-10 working days. This is in accordance with UK anti-fraud and money laundering regulations.
Credit/Debit card chargebacks
When you contact your credit card company to report a transaction as unknown or not authorised – this is known as a “chargeback”.
We supply the name of the website address to your credit card company. however, the name that will appear on your statement for any credit card transaction made with us may be altered by them to meet their own specifications. It is
very important you do not contact your credit card company and report this transaction as unknown to you if the order has been delivered and signed for. If you feel there is a problem with your order you must contact us in writing
to resolve the problem. Cancelling the transaction with your credit card company will be considered theft or fraud and your details will be passed to the relevant authority for further investigation. This may result in us making a
claim against you, could damage your credit rating and/or affect your ability to buy online in the future.
If a transaction is charged back to you and proof of delivery is available, we reserve the right to either:
A) Recharge the credit card used to make the payment for the full amount, plus an additional reasonable administration charge. The administration charge will depend upon the amount of time we need to spend resolving the problem but
will be capped at a maximum of £100 + VAT.
or
B) Issue a claim via the appropriate legal service. This may affect your credit rating and leave CCJ’s against you. If you request a chargeback after a refund has been issued, you will be liable for any charges we incur plus a
reasonable administration cost. Credit card protection regulations ensure your account is automatically credited when a chargeback is issued. If a refund has already been made, a further chargeback will be considered theft or fraud,
Anand appropriate legal action may be taken against you.
Business Accounts
If you are a business customer, then from time to time we may agree to open an account for you, enabling you to pay in arrears. Where you hold an account, then upon or following the despatch of products, we will send to you an
invoice for payment of the price of those products, and you will pay such invoice within the stated terms of the invoice. Accounts will be subject to such credit limits as we may notify to you from time to time. If you do not pay
any amount properly due to us under or in connection with these terms of sale on time, we may charge you interest on the overdue amount at the rate of 8% per year above the base rate of NatWest Bank, from time to time (which
interest will accrue daily until the date of actual payment, be compounded quarterly, and be payable on demand); or claim interest and statutory compensation from you pursuant to the Late Payment of Commercial Debts (Interest) Act
1998.
Force Majeure
If we are unable to perform our obligations to you, or able to perform them only at an unreasonable cost, because of circumstances beyond our control, we may then cancel or suspend any of our obligations to you without liability.
For example, an act of God, accident, war, strikes, government regulations or orders, national emergencies, transport delays and difficulty in obtaining supplies.
Privacy
We value and respect your privacy and never pass on your details onto third-party companies unless they are directly involved in the supply and delivery of your order. We will always act in accordance with our current registration
supplied to the UK information commissioner and in accordance with the Data Protection Act. Full details on how information we hold is used, visit the UK’s Data Protection Website.
Due to the nature of our business we need to pass some of the information you supply to us onto third parties. For example: Your delivery address and contact details etc. The third parties will never use this information to contact
you about anything other than your order.
Our main method of trading is via the internet and most of our communication will be made by email. When asked to enter an email address, please supply a valid address that is checked on a regular basis. Failure to provide a
suitable email address may mean your order is delayed. It is your responsibility to ensure you can accept email from our domains. Please ensure any anti-spam software or system used by yourself or your service provider is updated
accordingly. We cannot be held liable for any eventuality caused by any email correspondence that are not delivered.
Cookies
From time to time, our website may send a “cookie” to your computer. A cookie is a small piece of data that is sent to your browser from a web server and stored on your computer’s hard drive.
A cookie can’t read data off your hard disk or read cookie files created by other sites. Cookies are a normal part of website functionality and do not damage your system. Unless otherwise stated, the cookies are used to ensure
successful navigation through the site by passing required information from page to page.
We may use cookies to track patterns of behaviour of visitors to our site.
We only use cookies in a responsible manner and in accordance with the UK Data Protection Act 1998.
For more information on cookies, visit www.aboutcookies.org
Our websites
All website content including text, graphics, images, button icons, logos, audio/video clips and software is the property of Franking Machine Guide or its content suppliers and is protected by international copyright law. You may not use this
content without written permission from the content owner.
Use of our websites and their features
All rights, including copyright, in the content of our web pages are owned and controlled by Franking Machine Guide or our suppliers.
In accessing Franking Machine Guide owned web sites, you agree to be bound by the terms and conditions as set out in this document. If you are not in agreement, you should terminate your use of the site forthwith.
Individual users are granted permission to download pages and store them temporarily without alteration for the purpose of viewing on a personal computer or other device and to print pages for the sole purpose of viewing or reading
them. The permission to download and print pages does not allow the material or any part of it to be incorporated into another web site or other publication and commercial use of any material contained herein is expressly
prohibited.
Many of our web sites have standard features such as detailed product information and shopping carts. They also have advanced features that allow you to check the status and history of your orders, update your personal details,
quick “Buy Now” options, online forums etc. While we perform reasonable tasks to ensure the features are easy and secure to use, it is your responsibility to ensure you are aware of how to use these features and of any potential
security issues. We cannot be held responsible if any incorrect use that results in an error. For example, incorrect delivery address being specified, personal details being disclosed within a forum or other public area or not
having read the full product description before placing an order.
The technical and design contents of our web sites are updated on a regular basis. The design may change, new features may be added and others removed. If you are unsure how to use any features of our web sites, please contact us
for guidance before using the website.
Some of our websites allow you to leave product reviews, contribute to forums and get involved in other social networking activities. If you decide to use these features, please be considerate. Any comments/entries must not contain
abusive or defamatory language, anything illegal, be in breach of copyright, used to promote other activities or businesses or used to publish anything a typical user may find offensive. You are entitled to express your opinion, but
it must be factual and relevant. As operator and owner, we are responsible for anything published on our websites and therefore may delete or edit anything without notice. To ensure the continued availability of these features,
anyone in breach of these rules may have their account suspended without notice.
Compilation
The arrangement and compilation of content is the property of Franking Machine Guide and is protected by copyright law.
Company VAT Number: GB921930535
Company Registration Number: 5884771