Refund policy

Returns window

Unused, unopened parts and consumables may be returned within 30 days of delivery. Contact us at info@uptimepackaging.com before returning anything — returns sent without authorization may not be accepted.

What we cannot accept back

  • Opened fluids, inks, solvents and cleaning solutions. Once a seal is broken these cannot be resold or certified.
  • Hazardous materials. Products classified as hazardous for transport, including MEK-based solvents and cleaners, cannot be returned. Carriers will not accept consumer-originated hazmat returns without specialist packaging and certification.
  • Installed or used parts, including printheads that have been fitted.
  • Custom, special-order or made-to-order equipment, and any machine configured to your specification.
  • Used equipment sold as-is.

Condition

Returned items must be unused, in original packaging, with all components and documentation. Items returned damaged, incomplete or without packaging may be refused or refunded in part.

Restocking fee

A restocking fee of 25% applies to authorized returns of non-defective items.

Return shipping

Return shipping is the customer's responsibility unless the item is faulty, damaged in transit, or we sent the wrong product. We recommend a tracked service — we cannot refund items we do not receive.

Damaged or faulty items

If something arrives damaged or does not work as described, contact us within 30 days with your order number and photographs. We will replace, repair or refund it.

For freight deliveries, please also see the inspection requirements in our Shipping Policy. Damage noted on the delivery receipt is far easier to resolve.

Wrong part ordered

Industrial parts are easy to get wrong. A printhead for the same printer at a different resolution is a different part and will not fit.

If you order the wrong item and it is unused and unopened, we will accept it back under the terms above. If you are unsure before ordering, ask us. Send the machine model and, where you have it, the part number, and we will confirm the right part. We would rather answer the question than process the return.

Equipment and machinery

Capital equipment is not sold on a returns basis. Specification is agreed in writing before order, and machines are covered by the manufacturer's warranty. If a machine does not perform to the agreed specification, contact us and we will work with the manufacturer to resolve it.

Refunds

Approved refunds are issued to the original payment method within 10 business days of us receiving and inspecting the return. Original shipping charges are non-refundable unless the return is due to our error.