The quickest way for your return to be processed is to first obtain a Return Merchandise Authorisation number (RMA#) by selecting ‘Returns’ from the ‘Account’ menu and following the instructions.

Alternatively, you may inform us in writing that you wish to cancel your order or send the goods back to us without an RMA#, although this will lead to delay in processing your return. Returns must be clearly marked with the RMA# (if obtained) or your full name and address to enable us to identify the goods.

Goods returned with an RMA# will take approximately 5 business days to be processed whereas

goods returned without an RMA# will take up to 30 days to process.

You are obliged by law to take reasonable care of the goods whilst they are in your possession.

If you return your goods (unless faulty) or if you have informed us in writing that you wish to cancel your order in accordance with our Terms and Conditions of Sale you should (as applicable) also return or retain the original packaging, together with all manuals, warranty cards and all accessories and documentation provided by the manufacturer.

Where you return goods to us, you may wish to consider insuring the goods that you are returning. We also suggest the use of a carrier that can provide a ‘proof of delivery’.

Except in the case of faulty or misdescribed goods, shipping back to CTWorld is to be paid by the Customer. Where the goods are faulty or misdescribed, CTWorld shall either collect the goods from you or ask you to return the goods and refund you the reasonable shipping costs.

Any customer returning goods which are found not to be faulty or misdescribed shall not be entitled to a refund of the shipping costs incurred in returning the goods to CTWorld and may have shipping charges deducted from any refund owing.

Types of Products and Conditions of Return In addition to your rights under the Distance Selling Regulations (see Terms and Conditions of Sale), most items may be returned for refund or exchange provided we receive them within 30 days of shipping.

Please see ‘Orders’ under the ‘Account’ menu for the shipping date.

Clearance items may be returned or you may inform us in writing that you wish to cancel your order within 7 business days of receipt of the goods in accordance with the Distance Selling Regulations unless faulty, in which case they must be returned within 14 days of the shipping date or, where the fault does not become apparent until after this time, within 14 days of the date on which the fault became apparent.

Where goods are returned as faulty after 30 days of shipping we reserve the right to return the product to the manufacturer for repair or replacement. If this should happen then it is likely that the repair or replacement could take up to 30 days to process.

In the case of consumables (such as toner, ink cartridges, drum and paper) where the suitability/compatibility of the product is ascertainable without breaking the factory seal, and the factory seal is broken, this is likely to amount to a breach of your legal obligation to take reasonable care of the goods.

Software that has been opened and is not defective cannot be returned in any circumstances. Unopened software may be returned in accordance with this returns policy.

If you request a replacement, we will ship your replacement after we have processed your returned product.

We will create a credit note for your account to the value of the item(s) being returned and a new order will be created by us for the replacement item(s), which you can track from the ‘Orders’ section of our website.

No funds will be taken from your credit card unless during this process unless express permisision has been given.

What is Returns on Line and why is it better for me to use than calling you to request a return?

A. We have developed Returns online so that you can request to return something without the need to speak to one of our staff. The RMA from start to finish is handled on line so that you can see its status every step of the way.

I have tried to raise a request but your system tells me that I have to call someone else. Why is this?

A. In certain cases, manufacturers provide support direct to end users. They do this for many reasons, the main one is that they would like to ensure that their customers receive the best possible support on their products. If we refer you to a manufacturer your RMA will invariably be dealt with a lot quicker.

I raised a request to return 2 items. When I checked the status the RMA had been re-opened and it mentioned something about removing an item before the request could be accepted. What does this mean?

A. Depending on circumstances it will not always be possible for CTWorld to accept your returns request. If this happens then detailed notes will inform you of the reason and what you should do. Generally you will have to remove that item from your request and resubmit as it is not possible for us to accept part of your request

What is the best way for me to return my items to you?

A. We always advise our customers to use some form of delivery that requires a signature on delivery. The majority of items are returned to us using Royal Mail Special or Recorded Delivery.

I sent my item back to you but I didn't put the Returns number on the outside of the package as you requested, will this cause a problem processing my return?

A. If there is no Returns Merchandise Authorisation number ("RMA") on the outside of the package then there is a good chance that this will lead to delays of upto 30 days in processing your return. To avoid this delay, we recommend that if you wish to return goods you first obtain a RMA number by selecting ‘Returns’ from the ‘Account’ menu and following the instructions.

Am I able to use returns online to report other problems or issues that I am currently having?

A. The Returns section is designed for RMA requests only. Any other queries will be deleted.

I have received an incorrect item, what should I do?

A. You should raise an RMA using the Returns online system and return the item to us using a traceable and insured delivery agent (e.g. Recorded Delivery or Special Delivery via Royal Mail), please enclose a proof of postage receipt and we will fully reimburse you for the cost of the returning the item(s) back to us on the understanding that the item(s) has been supplied incorrectly.

Alternatively you can request that we collect the item from you using our courier, either add a note to the fault report when raising the RMA or raise an eNote, if we find the item(s) have been supplied correctly a charge may be incurred for the collection.