Your right to return

Under the European Union Consumer Rights Directive and Irish consumer law, customers who purchase goods online or by distance selling have the right to cancel their order and return goods within 14 calendar days of the day after receiving the goods, without giving a reason.

For returns outside of this statutory period, or for business customers, our standard return policy applies as set out below.

Standard returns — conditions

We accept returns on non-restricted products within 14 days of the invoice date, subject to the following conditions:

• The product must be in its original, unused condition and in original manufacturer packaging with all accessories, manuals, warranty cards and documentation included.
• Products must not show signs of use, damage, modification or tampering.
• A Return Merchandise Authorisation (RMA) number must be obtained from us before returning any goods — items returned without an RMA will not be accepted.
• A 20% restocking fee applies to standard returns (excluding shipping charges).
• If a promotional price was applied to the order, the refund will be based on the promotional price paid.
• Any promotional items received with the order must also be returned.

How to request a return (RMA)

To initiate a return, please contact our support team to obtain a Return Merchandise Authorisation number before sending any goods back to us:

Once your RMA is approved, you will receive instructions on how and where to return the goods. RMA requests are processed in the order they are received.

Packaging and condition requirements

All returned items must be:

• 100% complete and in original manufacturer packaging
• Packed securely to prevent damage in transit — we recommend using the original outer packaging
• Accompanied by all original accessories, manuals, warranty cards and any bundled items

Faulty or defective goods

If you receive a product that is faulty or defective, please contact us within 48 hours of delivery. We will arrange a replacement or refund in line with your statutory consumer rights. Please retain all original packaging as this may be required for a warranty or insurance claim.

RMA and warranty coverage is void on products showing signs of tampering, modification, physical damage, or unauthorised repair.

Return shipping

The cost of returning goods is the responsibility of the customer unless the goods are faulty, damaged or incorrectly supplied. We strongly recommend using a tracked and insured shipping service and retaining proof of postage. Creative Systems cannot accept liability for goods lost or damaged in return transit.

If collection is required, Creative Systems can arrange this — the cost of collection will be deducted from your refund.

Refunds

Once returned goods have been received and inspected, we will process your refund within 14 days. Refunds are applied to the original payment method only. Shipping fees are non-refundable unless the goods were faulty or incorrectly supplied.

Restricted and non-returnable items

The following cannot be returned unless faulty:

• Software, licences and digital goods once activated or downloaded
• Consumables (ink, toner, media) once opened
• Items specifically ordered or custom configured to customer specification
• Products with serial numbers that do not match our records

Inspection on receipt

All returned goods are inspected upon receipt. Returns may be refused if:

1. The product is not in its original packaging or is improperly packaged
2. Serial numbers have been altered, removed or do not match the original order
3. The product shows signs of physical damage, modification or tampering
4. Security seals, warranty stickers or certification labels have been removed or damaged

In these cases the goods will be returned to the customer at their cost.