Return Policy
----
Our return policy is 14 days. After 14 days from the purchase, unfortunately, it is not possible to request a refund or exchange.
To be eligible for a return, the product must not have been used and must be in the same condition as when you received it. The product must be in its original packaging, and this packaging must not have been tampered with.
To request a return, you must use your user account, go to the order history, and click on order details. At the end of the page, there is a form for this purpose. Your request will be reviewed, and if approved, you will be notified to send the product. Orders sent without prior authorization will not be accepted. Shipping costs for returning the product are the customer's responsibility.
Please do not send your purchase back to the manufacturer.
In the case of receiving a visibly damaged package, it is strictly necessary to write on the delivery note that remains with the courier that the package is visibly damaged. Only in this case can we process returns related to items physically damaged during transport.
In certain cases, return requests will be rejected (when applicable)
* Any consumable that shows printing defects, even within the warranty period, if it has a usage level higher than 20%.
* Any product with tampered warranty seals or labels.
* Any product that is not in its original condition (including the original box, all accessories, and manuals), that is damaged or missing parts, unless due to an error on our part.
* Any product returned after 14 days from delivery.
In certain cases, only partial refunds will be issued (when applicable)
* Any product that was not received and has been returned to the origin. (See applicable costs in Shipping).
* Any consumable or product that shows signs of use or is not in a condition to be resold (e.g., tampered packaging).
Refunds (when applicable)
Once the returned product has been received and inspected, we will send you an email to notify you that we have received your item. We will also notify you of the approval or rejection of your refund.
If you decide to cancel an order after payment has been made, the payment processing fees will be deducted from the refund amount. (Multibanco and Payshop €0.84; MBWAY €0.07 + 0.7%; Stripe amount to be calculated).
If approved, your refund will be processed as soon as possible. Under no circumstances will refunds be made before the receipt and verification of the products.
Late or missing refunds (when applicable)
If you have not received your refund yet, first check your bank account again.
Then contact your credit card company, as it may take some time before the refund is posted.
After that, contact your bank. There is often a processing period before a refund is posted.
If you have done all of this and still have not received your refund, please contact us at geral@jetprint.pt.
Shipping
To return a product, you must send it to: Infojet, LDA, R. Dr. Mário Chambel, Bl1 es62, 7300-072 Portalegre, Portugal.
Products must be properly packaged in the original box (including all manuals and accessories), and in the case of ink cartridges, the ink outlets must be sealed with a clip (if the cartridge has one) or with adhesive tape to prevent leaks that could prevent the correct analysis of the ink level. In case of leaks and if the cartridge shows an ink level below 80%, returns will not be accepted.
The customer is responsible for paying the shipping costs to return the product*. In no case will we refund the initial shipping costs of the order. In the event of a refund, the cost of return shipping will be deducted from your refund. We reject any return that arrives with shipping costs to be paid by the recipient or that has not been authorized.
If, for any reason, you cancel the order before receiving it, all costs related to return shipping will be charged to you (minimum cost of €6.90), plus a 10% restocking fee on the value of each product.
After our analysis of the returned items and if your refund is rejected for any reason, if you wish to receive the items back, you will need to pay a shipping fee with a minimum value of €6.90. This amount may vary depending on the weight and dimensions of the items.
The package must necessarily include the return note generated in the return form.
We recommend that all shipments be made with a tracking or insured shipping service. We cannot guarantee receipt of the product you send back, nor do we accept any responsibility for it.
If you make dropshipping shipments, jetprint will not pick up from your customers. These returns must be handled directly with your customers and subsequently with jetprint.
* For the customer's convenience, jetprint will collect returns for defective items free of charge if the total value exceeds €50 (VAT not included). All returns of lower value are the customer's responsibility.