Help on getting a refund from a Printer? Are their terms fair?

fleeze69

Hi, not sure if this is in the right section of the forum, but was unsure where else to write it so here goes.

I purchased some business card printing for a client online from E-Printing, once I received the cards I was pretty appalled at the quality of them, the ink was faint, uneven, the laminate had imperfections and the cards were cut out wonkey or uneven. I immediately complained and was told that they would reprint them (but this would take extra time due to a warehouse tidy up 15 working days in total), I told them I didn't want them reprinted as the client needed them quick so I'd prefer a refund or credit. I was told to post off 10 cards as a sample to prove they were poor quality.

I told my client about the issues I'd had and gave her a full refund (leaving me out of pocket) with my apologies, she was very nice about it.

E-Printing then emailed me saying they were organising a reprint as their terms and conditions state http://www.e-printing.co.uk/terms.htm that this is what they do. They said they wanted to prove they could do the job and not loose the custom. I said that If they reprinted I would never use them again, and I was happy for a credit but not the reprint. I was told I would be called and informed once the guy had spoken to his manager.

I have been calling every other day for the last 2 weeks, but still am waiting for a manager to respond (as they're never available). Ideally I'd like a refund but having read the terms and conditions they would refund postage, and I'd imaging the same would be true for a credit. Is there any advice that anyone can give me for the next time I call them, in regards to laws or even if their terms & conditions are fair http://www.e-printing.co.uk/terms.htm.

Many Thanks

olly300

As you are a business the contract between you and the printer is up to you both to decide, therefore the printer can get away with doing this as you agreed to the terms and condition when you purchased the cards.

If you were a consumer getting cards printed from the printer then you are protected under Consumer laws.

fleeze69

Thanks for your reply. Thats a shame, Im not an LTD, just a Freelance self employed person, but I assume the same applies?

I'll just have to keep calling them and hope they sort it out.