Refund & Returns Policy
At Indie Ink, we want you to order with confidence. If there is a problem with your order, please contact us as soon as possible so we can help resolve it quickly.
You can contact us at:
Returns for unopened items
You have 14 days from receiving your order to request a return.
To be eligible for a return, the item must be:
- unused
- unopened
- in its original packaging
- in resellable condition
Please contact us before sending anything back. Items returned without contacting us first may not be accepted.
Once your return is approved, we will confirm the return address and next steps.
Opened or used products
Because our products include inks, powders, cleaners and other print consumables, we cannot normally accept returns of items that have been opened, used, contaminated, incorrectly stored, or partly consumed.
This is because we cannot guarantee the condition, quality or resale safety of opened print consumables once they have left our premises.
This does not affect your statutory rights if an item is faulty, damaged, incorrect or not as described.
Faulty, damaged or incorrect items
Please inspect your order when it arrives.
If an item is damaged, faulty, incorrect or not as described, please contact us as soon as possible at info@indieink.co.uk with:
- your order number
- a description of the issue
- clear photos of the product, packaging and shipping box where relevant
We will review the issue and confirm the next steps. Depending on the situation, this may include a replacement, refund, store credit or further technical support.
Printheads, printers and equipment
Indie Ink does not cover damage to printers, printheads, dampers, lines or other machine parts.
DTF, DTG and dye sublimation printing systems require correct setup, maintenance, storage conditions and handling. Ink performance can be affected by printer condition, incompatible consumables, poor maintenance, incorrect storage, environmental conditions or switching products without the correct flushing process.
If you are unsure about compatibility or switching inks, please contact us before ordering or before installing the product.
Wrong product ordered
If you have ordered the wrong item, please contact us as soon as possible.
If the product is unused, unopened and in resellable condition, we may be able to accept a return or arrange an exchange within 14 days of delivery.
Return postage for incorrectly ordered items is normally the customer’s responsibility, unless the error was made by Indie Ink.
Refunds
Once we receive and inspect your return, we will let you know whether the refund has been approved.
Approved refunds will be made to the original payment method. Please allow time for your bank or card provider to process the refund.
Where a customer cancels an eligible online order within the required cancellation period, we will refund the product price and the standard outbound delivery cost where required by law. We do not refund upgraded, express or premium delivery costs above the standard delivery amount.
Return shipping
For change-of-mind returns or incorrectly ordered items, return shipping is normally the customer’s responsibility.
If the item is faulty, damaged, incorrect or not as described, we will confirm the appropriate return or replacement process with you.
Business and trade orders
Many Indie Ink customers are print businesses, garment decorators and trade users.
For business purchases, returns are handled in line with this policy and any agreed trade terms. Please contact us before returning any item so we can review the issue and confirm the correct next steps.
Your statutory rights
Nothing in this policy affects your statutory rights.