Refund policy

At The Recycling Factory Shop, we want you to be completely happy with your purchase. We carefully check our products before they leave us, but if something isn't quite right, we're here to help.

This policy explains our returns and warranty arrangements for remanufactured cartridges, renewed printers, refurbished laptops and other refurbished technology products.

Our Warranty Periods

Different products come with different warranty periods:

• Cartridges: All cartridges are covered by a 2-year manufacturer's guarantee.

• Renewed Printers: Renewed printers are covered by a 6-month warranty.

• Refurbished Laptops: Refurbished laptops are covered by a 12-month warranty.

• Other Refurbished Technology: Other refurbished technology products are covered by a 12-month warranty, unless otherwise stated on the product listing.

The applicable warranty period begins from the date your order is delivered.

What Does the Warranty Cover?

Our warranty covers hardware faults and defects that occur during the applicable warranty period under normal use.

For example, this may include a physical component failing or a device developing a hardware fault that prevents it from operating as intended.

Before returning an item, please contact us so that we can help identify the problem and advise you on the next steps.

What Isn't Covered?

Our warranty does not cover technical errors, software issues or problems caused by the way a product has been configured, installed or used.

This can include, for example:

• Software errors or operating system problems.

• Problems caused by third-party software, applications or drivers.

• Configuration or setup issues.

• Compatibility problems with other equipment, software or networks.

• Problems caused by viruses, malware or other external software.

• Accidental damage, misuse, neglect or improper handling.

• Physical damage caused after delivery.

• Damage caused by liquid, impact, overheating or inappropriate use.

• Consumable items or normal wear and tear, where applicable.

If you're unsure whether your problem is a hardware fault, please contact us before arranging a return. We'll do our best to help diagnose the issue.

Faulty or Defective Products

If you believe your item has developed a fault, please contact us as soon as possible with your order number and a description of the problem.

Where appropriate, we may ask you to carry out some basic troubleshooting before arranging a return. This helps us establish whether the issue is hardware-related and can often resolve simple technical or setup problems without requiring the item to be returned.

If a return is required, we will provide instructions on how to return the product to us.

Once we receive the item, we may need to inspect and test it to establish the cause of the fault. If the fault is covered by the applicable warranty, we will look to provide an appropriate remedy, which may include repair, replacement or another remedy where appropriate.

Returns for Items That Are Not Faulty

If you have simply changed your mind about an online purchase, your statutory cancellation rights may apply. These rights are separate from our warranty and may allow you to cancel an online order within the applicable cancellation period.

If you wish to return an item because you have changed your mind, please contact us as soon as possible and we will explain the return process.

Items should be returned in an appropriate condition, with all accessories and components supplied with the product where applicable. Please take reasonable care of products while they are in your possession.

Certain products may be subject to exceptions to cancellation rights where permitted by law.

Important Information for Refurbished Technology

Refurbished and renewed products are pre-owned or previously used equipment that has been inspected and prepared for resale.

Because these products have had a previous life, they may show reasonable signs of previous use. Any cosmetic condition, grading or imperfections should be considered alongside the individual product description and photographs provided on the product listing.

The warranty covers hardware faults, not normal cosmetic wear and tear or changes in condition resulting from use after delivery.

Before Returning Your Product

To help us deal with your return as quickly as possible, please:

1. Contact us before sending the item back.

2. Have your order number or proof of purchase available.

3. Explain the fault or reason for the return clearly.

4. Follow any troubleshooting instructions we provide.

5. Package the item securely and, where possible, include all accessories supplied with it.

6. Use the return instructions provided by our customer service team.

Please do not send an item back without contacting us first, as this may delay the processing of your return.

Data and Personal Information

If you are returning a laptop, computer, phone, tablet or other device capable of storing personal information, please back up your data and remove any personal or confidential information before returning the item.

We cannot accept responsibility for loss of personal data stored on a returned device. Where possible, please also remove passwords, user accounts and other security locks before sending the product to us.

Assessment of Returned Items

All warranty returns are subject to inspection and testing.

If our assessment finds that the problem is a hardware fault covered by the applicable warranty, we will arrange an appropriate remedy.

If testing establishes that the issue is caused by software, configuration, compatibility, accidental damage, misuse or another issue outside the scope of the warranty, we will contact you to explain the findings and discuss the available options.

Your Statutory Rights

Nothing in this returns and warranty policy affects your statutory rights as a consumer.

Our warranties are provided in addition to, and do not replace, your legal rights under applicable UK consumer law. Consumer goods must, among other things, be as described, of satisfactory quality and fit for purpose. 

Where a product does not conform to your legal rights, you may have remedies such as repair, replacement, price reduction or rejection, depending on the circumstances and applicable law. 

We are Here to Help

If you have a problem with an item purchased from The Recycling Factory Shop, please get in touch with us before returning it.

Our team will do our best to identify the problem and find the quickest and most appropriate solution for you.

The Recycling Factory Shop – giving technology a second life, with support you can rely on.