We do our best to ship orders on the same day that we receive them and we’re successful about 95% of the time up to our cut off of 5.30pm! Most of our orders are delivered next day by courier, however we cannot guarantee next day delivery in all cases as a couriers delivery schedule is outside of our control.
According to the EU Distance Selling Directive, the consumer is protected by a number of safeguards and entitlements. Top Supplies is committed to complying with this directive. With this in mind you are entitled to a fourteen-day ‘cooling-off period’, whereby you are entitled to return your purchase to us for any reason* within fourteen days of receipt of same, and be refunded the price that you paid, minus the shipping charge. This safeguard applies only where the products in question are unopened, unused, undamaged, and returned to us in full saleable condition. Charges for return-shipment must be borne by the purchaser. In the event that you have ordered the incorrect consumables for your machine, and opened same (outer box or inner packaging) then we cannot refund in part or full. For items ordered incorrectly, or for items that are not required any longer, Top Supplies reserves the right to decline to accept returns and also to levy a re-stocking fee.
*‘Specials’, once communicated by us to the client as being such and accepted by the client as such, can not be returned to us.
Refunds will be issued in the same form as the original payment. If paid for by credit card, a credit will be issued to the original credit card number provided on that specific order.
If you want to return unopened and unused items to us, please email firstname.lastname@example.org for instructions.
Once your email is received and approved, you’ll get an RMA number by mail, along with precise packaging instructions. Please never return items to us before you receive an RMA number from us.
If you wish to return a faulty product, please follow the same instructions as above. Please make sure to contact us on email@example.com before attempting to return items to us. It can often be the case that one of our many ‘fixes’ will work!
If you’ve received a defective item from us then we will deliver a replacement and collect the faulty item at our own cost.
If you wish to return an item to us that was ordered in error, or that you no longer need then the cost of returning it is borne by you. Accidents do happen and we will generally take back items ordered in error as long as they’re completely unopened. This is entirely at our discretion and it is not guaranteed so do try to be careful when ordering. If an item is not in as-sold condition then we cannot take it back (unless it’s faulty of course.)
The EU Distance Selling Directive gives online clients the right to return unwanted and unused items within 7 days of the date of receipt and of course Top Supplies honours this requirement.
Make sure that you handle goods with care. Do not open the product packaging or break any seals. Contact firstname.lastname@example.org at your earliest convenience if you wish to return goods and we’ll issue you with an RMA number assuming that the goods are in an as-sold condition.
After completing an order successfully, you will immediately receive a confirmation email of same from our server. Assuming you’ve received this mail then all’s well and we’ll process your order as soon as possible (by the way, if the confirmation email landed in your Junk folder please white-list us, we don’t ever send Spam!).
Note: If this was your first order with us you’ll also receive an email confirming your account set up, this is different to the order confirmation email.
If you didn’t receive the confirmation email within a minute or two then unfortunately the order didn’t ‘go through’ for some reason. In this case we ask you to either attempt it again, or email us email@example.com and we’ll look into the matter for you.
You can either email us ahead of ordering one of these items or alternatively order and Customer Service will mail you afterwards with an ETA.
If product(s) purchased from Top Supplies should be returned for whatever reason, the customer shall return the product(s) to us under the following terms:
Customer must obtain a Return Merchandise Authorisation (“RMA”) number by contacting customer service. An RMA must be requested within 7 days of receipt of goods.
Customer shall return the products to Top Supplies, along with the original invoice or delivery note (or a copy of either). If no invoice is to hand, please include a letter specifying the problem, and including date of purchase, invoice number and customer ID (if known). Also please include your first and last name, and your phone number. This will help us expedite a solution and allow us to contact you if there are any problems or concerns regarding your return.
Return to Top Supplies
Before a refund and/or reshipment can be issued, the cartridges in question must be returned to Top Supplies.
Top Supplies will not be responsible for damaged parts if customer does not follow this process. Please retain shipping information including tracking numbers, until your account has been credited by Top Supplies replacement product is received. Top Supplies cannot be held liable for any lost packages that are not given any type of tracking number or documentation. If Top Supplies determines that failure of the product(s) was not as a result of a defect in materials or workmanship, or if the reason for return does not involve failure, then Top Supplies reserves the right to charge the customer for parts and labour at Top Supplies current labour rate, or charge the customer a 20% restocking fee. Top Supplies will advise customer prior to assessing these charges.
If no order number, invoice number, delivery note or RMA number is included, there will be a delay in the returns process. If you do not state whether you desire a refund or a replacement, a standard replacement will be issued. You will not receive a refund or reshipment if you use over 25% of the product.