THE PRINT QUALITY SPECIALISTS
RETURNS POLICY
This policy
We understand there may be circumstances where you may need to return an item to us. Our returns policy is set out below. We will always process returns in accordance with this policy.
If you have any questions about making a return, or about the contents of this policy, you can contact us using the contact details below:
Telephone
0800 464 0053
sales@tpqspecialists.co.uk
If you are not happy with the way we deal with your return, you can raise a complaint. Please refer to our complaints policy for further details.
If you change your mind
This section sets our policy in relation to 'change-of-mind' returns. Please refer to the further section below if you believe your item is faulty.
Before dispatch
If you change your mind after you place an online order, you will have 15 minutes after placing your order to cancel it. You can do this by:
Emailing sales@tpqspecialists.co.uk
Calling 0800 464 0053
If payment has not yet been taken, we will not charge you after you have cancelled your order. If payment has already been processed, a refund will be sent to your original payment method.
Changing your mind - after dispatch
If you change your mind after you receive your item, you should notify us of this within 14 calendar days of your receipt of the item.
If you would like to return your item you should:
1. Ensure that the item is still in the same condition that it was in when it was purchased, with all tags and packaging intact.
2. Notify us within 14 calendar days that you would like to return the item.
3. Once you have notified us of your return, you will receive an acknowledgement and instructions confirming how to return your item to us.
4. You must cover the postage and shipping costs of your return.
5. You must ensure that your item is returned to us within 7 calendar days of us acknowledging your return request.
Once we receive your returned item, we will conduct a quality check and we will notify you of the outcome of this. If your item is returnable, your refund will be sent to your original payment method within 14 calendar days.
Exclusions
Please note that some items may be excluded from our change-of-mind returns policy. If this is the case, this fact will always be marked on the non-returnable products and made clear to you at the time of your purchase.
This section does not affect your statutory rights. If your item is faulty or unsatisfactory, please refer to the section below.
Returning a faulty item
The goods that you receive from us must be:
- of a satisfactory quality;
- fit for purpose; and
- match any description, sample or model by reference to which they were sold.
We really hope that you will not need to return a faulty item to us. If you do need to do so, you should follow the instructions in this section.
If you are returning a faulty item within 30 calendar days of receiving your goods (or them being installed, if we have installed them for you) you can request a full refund from us.
If you are returning a faulty item after this period you may request a repair or replacement from us in the first instance. If you are still not happy after a repair or replacement, you may be entitled to all or some of your money back, in accordance with your consumer rights.
If the issue relates solely to a faulty installation, you may request that the item is repaired or replaced and re-installed.
How to return a faulty item
If your item is faulty, you should:
1. Notify us of the fault.
2. Once you have notified us of the fault, you will receive an acknowledgement and instructions confirming how to return your item to us.
3. We will cover the postage and shipping costs of your return. We will send you a shipping label to you.
4. The courier will usually specify that the label should be used within a fixed period. You will be provided with instructions about this with the shipping label.
Once we receive your returned item, we will conduct a quality check and we will notify you of the outcome. If you are entitled to a refund, this be sent to your original payment method within 14 calendar days following the outcome of the quality check.
If you are entitled to a repair, replacement or re-installation, we will usually arrange this within 30 calendar days following the outcome of the quality check.
Exclusions
Please note that some of our perishable products are excluded from the above faulty returns policy. Perishable products will have separate time limits for faulty returns. You will be advised of those time limits at the time of your purchase if they apply.
The rights in this section exist separately from any warranty you may also have. Please contact us if you would like to discuss any applicable warranty.
Dated: 8th October 2025