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Shipping & returns
BUYING ONLINE
When you buy online, you have the right to the same protections under consumer law as buying in a shop.
When you buy products or services online you are entering into a contract called a distance contract. A distance contract is where you buy a product or service online, over the phone, by mail order, or from a door-to-door salesperson.
With this type of contract, you do not enter into the contract in person and you cannot check the products before you buy. Because of this, you have additional protections under EU law.
The Consumer Rights Directive 2011/83/EU (CRD), gives you extra rights when you enter into a distance contract with sellers based in Ireland and other EU countries. These rights do not apply to consumer-to-consumer deals (that is where you buy from a private individual) or if you buy from a trader based outside the EU.
You want to cancel an order
Under the CRD, you have 14 calendar days to change your mind without having to give a reason. This right to cancel is also known as the ‘cooling-off period’.
Your right to cancel begins from the moment you place the order. However, your ‘cooling-off period’ will depend on the type of purchase you made, as follows:
- Products (goods): Starts the moment you receive the product. You have 14 days to tell the trader you want to cancel and then a further 14 days to return the products. You may have to pay for the cost of returning the products.
- Services: Starts the moment you sign up to the contract for services and ends 14 days after you sign the contract. You have a further 14 days to return any equipment (for example, modem or TV box) that came as part of the service.
- Digital content: Starts the moment you sign up to the contract and ends 14 days after you sign up. This right automatically ends if you begin downloading or streaming the content.
How to cancel - Before the cooling-off period ends, you should let the seller know in writing that you want to cancel. You can do this by email or post, or by using the cancellation form provided by the seller.
Exclusions - The cooling-off period does not apply to certain purchases. Examples are personalised products or leisure services such as hotel bookings, car rental or concert tickets.
Your Europe has more information about your right to cancel and return.
Right to a refund within 14 days of cancellation
You must be refunded within 14 days of cancellation, including standard delivery costs. A seller may not process the refund until they have proof that items have been sent back.
You should note that during the COVID-19 emergency period, many retailers extended their return policies. Some are allowing you to return items after shops reopen or giving you more time to return by post. You should check the individual retailers' policy before you place your order.
Our Goods Return Procedure:
If you are looking to return material or goods back to us which you no longer want, the material or goods must be in its original packaging and not opened or used. There will be a 10% re-stocking fee applied. If the material or goods are not in the original packaging, a 15% re-stocking fee will be applied. We must be informed within two days of receiving the material. The material needs to be returned within 14 working days. Once the material arrives back to Material Solutions, it will be inspected to ensure that it is in good condition. If material or goods are not in good condition, credit will be refused.
If your order is incorrect we must be informed of this immediately. Material Solutions are not liable for late delivery or short delivery of material.
Please note:
Where goods have been ordered / purchased from Material Solutions and have been cut or processed (fabricated etc.) as per the original order instruction received from you or your company, these goods cannot be returned.
Faulty Material:
If you have received material and if you believe that the material might be faulty, you must contact Customer Service immediately, below is an outline of guidelines to be followed.
- Complaint form will be sent to you, this must be filled out with all relevant information.
- Batch details from the material must be provided.
- Unprinted sample and sample print of material must be sent back to us.
- The fault must be identified in the material.
When all relevant information is received with virgin sample and printed sample of material, then all samples and information will be sent back to our supplier for material to be tested. Once we have received feedback from our supplier we will then pass any information onto you, if a credit note is being processed for material then a credit note will be issued to our customer. Please note that Print Solutions are not liable for any indirect or economic loss arising from Faulty material. Customer Service Department must be informed before any material is sent back to Print Solutions. If material is sent back before Customer Service Department is informed material may be refused. Ownership is not transferred until goods are paid for in full.
Material Solutions will always endeavour to provide a quality service to our customers. For any queries relating to the above, please contact us on 00353 1 409 8000