Politique de remboursement
At Longforte, we want you to be happy with your order—but we understand there may be times when you need to return an item. Please read this Returns Policy carefully, and refer to our Terms & Conditions for full details.
Longforte Trading Limited is a business-to-business supplier. This website is intended for business customers only and is not for use by consumers or private individuals. However, nothing in this policy affects the statutory rights of a customer who deals as a consumer.
Damaged Items in Transit
If any items arrive damaged, you must notify us within 48 hours of receipt. If damage is visible on delivery, please sign the courier’s delivery note as ‘damaged’.
Once the damaged goods are received back at our warehouse and inspected, we will issue a replacement, credit note or refund, and reimburse reasonable return carriage costs (as long as return is agreed in advance). If you require immediate replacements, we will invoice you for the replacement items.
Faulty Items
We offer a 30-day warranty on all non-machinery items. Items returned under warranty must be sent back in their original packaging with all accessories and documentation.
- We test all returned items. If no fault is found by our technicians, we will return the items to you and you will be liable for the return carriage costs.
- If items are incorrectly reported as faulty, we reserve the right to deduct the return postage cost from your refund and apply a 20% restocking fee.
Please note: All items reported as faulty must still be returned in a resellable condition so that we can test them. Items that have been used or printed on cannot be refunded, unless confirmed as faulty by us after testing.
If you require immediate replacements, we will invoice you for them in advance.
Incorrect Items Received
If you receive the wrong item(s), please notify us as soon as possible. We will arrange for the incorrect goods to be returned to us. Once received and checked, we will send replacements. If immediate replacements are needed, they will be invoiced.
Missing, Lost or Misdelivered Parcels
If your order has not arrived within the expected delivery timeframe, please contact us as soon as possible so that we can investigate this with the courier.
Where Longforte has arranged the delivery, we will raise an investigation with the courier. Refunds, replacements or credits for missing parcels will only be processed once the courier has completed its investigation and confirmed that the parcel has been lost, misdelivered or cannot be recovered.
If the courier confirms that the parcel was delivered to the correct address, signed for, photographed, scanned as delivered, or left in accordance with delivery instructions provided by the customer, we reserve the right to refuse a refund, replacement or credit.
Customers are responsible for ensuring that delivery details are complete and accurate at the time of order. Where a customer provides an incorrect address, requests delivery to a safe place, neighbour, reception, loading bay, freight forwarder, third-party address, or arranges their own collection/courier, Longforte will not be responsible for loss after delivery or handover has been completed to that address, location or carrier.
For business customers, risk in the goods passes once the goods have been delivered to the delivery address, nominated location, freight forwarder, or customer-arranged carrier, unless otherwise agreed in writing.
Nothing in this policy affects any statutory rights that apply to consumers.
Changed Your Mind?
If you change your mind and wish to return any item, you must inform us within 48 hours of receipt.
- Items must be unused and in ‘as new’ condition
- Returns must be received within 7 calendar days of notifying us
- You are responsible for the return postage cost
- We will issue a refund and may deduct a 20% restocking fee (subject to discretion)
- If you want us to collect the item(s), this is charged at £15 + VAT per parcel
- You must use a tracked delivery service if returning items yourself; we cannot refund items lost in transit without valid tracking
Managed Returns via Royal Mail & DPD
We offer Managed Returns through Royal Mail and DPD for approved returns. Once authorised, we’ll provide a link to generate a returns label or QR code so you can drop the item at a local Post Office or DPD Pickup Shop. Collections can also be arranged if required.
⚠️ Please note:
Accessing the returns portal does not mean your return has been accepted.
You must contact us first and receive approval before using this service.
Unauthorised returns may be:
- Refused upon arrival
- Returned to sender at your expense
- Deducted postage costs from any refund
- Subject to a 20% restocking fee
Accessibility Support – Home Collections
If you’re unable to return a parcel due to health or accessibility reasons, please let us know. We can help arrange a Royal Mail or DPD collection from your address, subject to availability.
Collection of Goods by Longforte
If we arrange for our courier to collect goods from you, we will confirm the date and time window in advance. The goods must be ready for collection—missed collections will incur a £15 + VAT charge.
Please ensure you keep a copy of your consignment note or tracking number. We cannot trace or credit lost consignments without this.
Ink Returns
Please double-check ink compatibility before purchasing. We cannot refund or exchange opened ink cartridges, even if unused, unless the item is faulty.
Return Address
FAO RETURNS DEPARTMENT
Longforte Trading Limited
Unit 2, 6 Greycaine Road
Watford
Hertfordshire
WD24 7GP
United Kingdom
Need Help?
To request a return, email us at info@longforte.com with your order number, reason for return, and photos if applicable. Our team will guide you through the next steps.