Refund policy

4.1 General

Though we may use software and programmes to create and manage our website, at the heart of our company is a small team that work hard together to fulfil your orders and update the website. As we are all human, mistakes are sometimes made and we use our Returns Policy to ensure that any mistakes made by ourselves, or by you the customer, are resolved quickly, easily and fairly. Equally, if you change your mind about a product or products then we are happy for you to send them back. Procedures for returns are listed in the following Terms & Conditions.

We accept returns within 28 days of delivery for unused and undamaged goods.

Refunds are processed within 5 working days after we receive the returned goods.

Returns address

Dye Sublimation Supplies t/a The Prima Group (Carlisle) Limited
Marconi Road
Burgh Road Industrial Estate
Carlisle
Cumbria
CA2 7NA

Contact no.: 01228 588960
Email address: info@dyesublimationsupplies.co.uk

4.2 Changed your mind / No longer needed

4.2.1 Right to cancel

If you change your mind about a purchase, or realise that you no longer need your items, you are entitled to cancel your order. You may cancel your order for any reason within 28 days of receiving your goods. If your goods are sent separately or in batches, you have 28 days from the day you receive the final item or batch of items.

4.2.2 How to cancel

In order to cancel your order, please inform us that you would like to cancel in writing, either by post or by email, quoting your name, address and order ID number. The postal address and email address are listed above.

4.2.3 Condition and cost of returns

If you have cancelled your order as you have changed your mind, goods must be returned at your expense in the original packaging and be unused and undamaged. We may not be able to offer a full refund for items found to be used or damaged. Until the goods arrive at our premises, you are responsible for them and we will not accept any liability for damage in transit. Once you have notified us of your cancellation, the goods should be back with us within 14 days of notification.

4.2.4 Refunds for change-of-mind returns

Upon the returned items arriving at our warehouse, they will be examined and, as long as your items are unused and undamaged, we will refund you for the items in full within 14 days. Any shipping extras will not be refunded, e.g. timed deliveries.

4.3 Wrong item(s) received

4.3.1 Notifying us

If you have received your order and discover that you have received incorrect item(s), please contact us immediately, preferably in writing via email, though if you’d rather call us please feel free to do so.

4.3.2 Additional items sent by mistake

If you have been sent an additional item by mistake, we will either arrange a collection for the item or ask you to return it to us and notify us of the return postage so that we can either credit you the postage cost in reward points or refund you for it, whichever option is easier for you. We are aware that it isn’t always possible for someone to be in all day to wait for a courier to collect an item, which is why we are happy for you to return the items by a method of your selection. We will always cover the cost of a return when the error has been our own.

4.3.3 Incorrect item instead of the correct one

If you have been sent an incorrect item in place of a correct item, we will endeavour to do a swap-out to deliver the correct item and collect the incorrect one. The incorrect item must be in its original packaging and you are responsible for ensuring it is sufficiently packaged to get back to our address safely. You must also ensure you are available to do the collection and we will not cover any re-delivery attempts.

Alternatively, we may ask for the incorrect item to be returned as above and, once we have received the incorrect item back, we will then dispatch the correct item. If you would like to discuss this, please feel free to contact us directly.

4.4 Item(s) Damaged

4.4.1 Checking your delivery

We request that all of our customers inspect their items thoroughly before signing for a shipment. If you are unable to fully inspect your items, please ensure that you sign for the goods as “Unseen” and, if the goods or packaging appear to be damaged, please sign for the items as “Damaged”. If the items are not signed for as “Unseen” or “Damaged” we will be unable to claim the damage back from the courier. If an item has been damaged visibly in transport and has not been signed for as instructed above, then we will be unable to process your claim for damage.

4.4.2 Providing evidence

If you receive your item and it appears to have been damaged, we would ask that you take photographs of the damage and email the pictures to info@dyesublimationsupplies.co.uk. We cannot process a claim of damage without photographic evidence.

4.4.3 Resolution options

Once we have determined the extent of the damage, we will then offer to do one of the following:

1. Refund you for the damaged item(s)
2. Credit you in reward points for the damaged item(s)
3. Send out a replacement item(s) with your next order

It will be up to you to decide which option you would like to go with. There may be other options available, but they will need to be approved at the discretion of a director.

Customers have 28 days to report any damaged or missing items with their order.

4.5 Faulty item(s) / Unsatisfactory item(s)

4.5.1 Reporting faults

If you receive your order and discover that your item(s) are faulty, please contact us as soon as possible, either by phone or by email, quoting your name and order ID, and inform us which product(s) have a fault and what that fault seems to be. We will then either fix the fault, replace your item on your next order, offer you a partial refund, or a full refund depending on the fault in question.

4.5.2 Electrical items and Return to Base warranties

Some of our electrical items are covered by a Return to Base warranty, which means you would be responsible for shipping the item back to the manufacturer for investigation and repair. Where this is the case, it will be stated on the product description. Some items are not on a Return to Base warranty; those items will be collected. If we receive the item and are unable to find a fault, you may be charged to have the item re-delivered.

4.5.3 Sublimation blanks

In the event of a sublimation blank item appearing to be faulty, we will ask you to send us photos of the faults or issues, and from there will assess the best course of action which will be either: refund, replacement, or credit. We may ask you to send the items back, in which case we will refund or credit you in reward points for the cost of postage.

4.5.4 Quality concerns and misrepresentation

If you receive your order and are unhappy with the quality, or feel that the product description does not accurately represent the item, please let us know within 28 days and provide a photo to demonstrate the problem. Please refer to point 4.2 for further information on how to cancel your order.