We know that you will be pleased with your purchases from Craft Express. However, there may be occasions when you will need to return items to us. Please refer to our Terms & Conditions for full details regarding our returns policy.
Items Damaged In Transit
If any items are damaged in transit, your rights will be affected unless you report it to us within 48 hours. If the items are visibly damaged on receipt, you should sign the carrier's delivery note accordingly.
Subject to our Terms & Conditions, once the damaged goods are received back at our distribution centre, we'll issue a replacement or credit note and full refund to you via your original payment method and reimburse your reasonable return carriage costs.
If immediate replacements are required we will invoice you for these goods.
Faulty Items – Back to Base Warranty
We offer a 30-day back to base warranty on all non-machinery items and a 12-month back to base warranty on all machines and heat presses. Items returned under warranty must be received in their original packaging, complete with all accessories and documentation. Once we have verified the fault, we will replace the item and take care of all delivery costs of spare parts as well as all transport costs to your original delivery address. Please note that the 12-month warranty does not cover the heating elements on any heat presses.
Returned items are tested by our technicians. If no fault is found, the item will be returned to you, and you will be liable for the return carriage.
If we request you to return any item reported as faulty, please ensure it is securely and suitably packaged to avoid damage during transit. Failure to do so may result in us refusing a refund if the reported fault cannot be verified, or issuing only a partial refund if the item arrives damaged. This decision will be made at our discretion. In support of reducing waste, we occasionally donate returned items as samples or testing pieces to customers or charities willing to use them.
If immediate replacements are required, we will invoice you for the replacement goods.
Ink
We cannot refund or exchange ink cartridges that have been opened, so please ensure any ink you purchase is the correct ink for your system.
Incorrect items
If you have received the incorrect items we require notice as soon as possible. We will then arrange for goods to be returned back to us. Once the goods have been received back by us and inspected, we will issue replacement items. If immediate replacements are required we will invoice you for these goods.
Changed Your Mind?
If you have simply changed your mind about any item ordered and you wish to return it, then you can do so provided you inform us of your decision within 48 hours of receipt.
The item must not be used and must be 'as new' when returned to us. Once you've informed us that you wish to return goods, you have 7 calendar days to do so, at your own expense. Once the item is received by us, we'll issue a full refund for the product to your original payment method, subject to a restocking charge of 20%.
You are responsible for the cost of returning the goods to us. If you would like us to collect the items instead then this will cost £10 ex VAT per parcel that is collected. If you choose to return goods to us yourself, you must use a tracked delivery service. Any returned goods lost in transit will not be eligible for refund or exchange.
Goods Collection
If we arrange for our carriers to collect goods from you, the collection date and time period will conveyed to you by email. The consignment must be ready for collection - failure to do so will incur a £10 charge.
Please note: we cannot trace or credit lost consignments unless you provide us with details of the carrier's consignment note.
RETURN ADDRESS:
FAO RETURNS DEPARTMENT
CRAFT EXPRESS UK
UNIT 2, 6 GREYCAINE ROAD
WATFORD
HERTS
WD24 7GP