Refund policy

Thank you for shopping with Prolineoffice.co.uk! We are committed to ensuring your satisfaction by offering a clear and customer-friendly return and warranty policy:

1. 365-Day Money-Back Guarantee

You have the right to request a refund within 365 days from the date of receipt under the following conditions:

• Unused products (products must be in original condition with intact packaging and accessories).
• Products with manufacturing defects.

Refund Conditions

• Returned items must be unopened, unused, undamaged, and include all original packaging, manuals, and accessories.
• Prior to returning, please contact Proline Office Customer Service to obtain a Return Merchandise Authorization (RMA) number.
• In order for the Returns Department to accurately match orders and account for returns, all return orders must include a Return Material Authorization (RMA) number. Any unauthorized returns will not be processed.

Shipping Costs

• If the return is due to a product defect: Proline Office will cover all shipping costs.
• If the return is for personal reasons (e.g., change of mind, no longer needed), customers are responsible for return shipping costs.

Refund Processing Time

After we receive and inspect the returned item, a refund will be processed within 1–3 business days via the original payment method. After that, it may take 48 hours for your bank to process it.

2. 7-Year Product Warranty

Proline Office offers a 7-year product warranty covering manufacturing defects and material faults.

Warranty Coverage and Limitations

• Warranty is valid from the date of receipt.
• The warranty does not cover:

a. Normal wear and tear (e.g., surface scratches).
b. Damage due to misuse, accidents, unauthorized modifications, or repairs.
c. Damage caused by natural disasters (e.g., fire, flood).
d. Products purchased from unauthorized sellers.
e. Products blocked by printer firmware updates or HP+(e) printers. (see explanation below).

Important Notice on Firmware Updates and HP+ (e) Printers

• Some printer manufacturers, particularly HP and Epson, implement firmware updates that may intentionally block the use of compatible third-party products (such as non-original toner cartridges or ink cartridges).
• Such firmware updates are beyond the control of Proline Office and are a business policy decision made by the printer manufacturer.
• Therefore, malfunctions or incompatibility issues caused by printer firmware updates or restrictions related to HP+ (e) printers are not covered under the Proline Office 7-year warranty.

We highly recommend that customers disable automatic firmware updates on their printers when possible, and if using an HP+ (e) model, carefully review the printer's warranty and software agreement terms.

Warranty Service Procedure

• Customers must first contact Proline Office Customer Service to file a warranty claim, including a detailed description of the defect and photo/video evidence.
• Upon verification, we Customer Service Team will repair, replace, or provide another suitable remedy at no charge.
• If the problem cannot be solved, you can get a refund. The refund amount depends on your usage, such as the number of printed pages. If the page count cannot be provided, the refund amount will be calculated based on the remaining warranty period.

Shipping Costs under Warranty

• Within the first 2 years from purchase: Proline Office covers all shipping costs.
• Between the 3rd and 7th year: Customers are responsible for shipping the product to Proline Office. Proline Office covers return shipping costs after service.

3. Additional Notes

• Proline Office reserves the right to assess the condition of all returned and warranty-claimed products.
• If a product is discontinued, Proline Office may replace it with a model of equal or higher value.
• This policy applies only to orders shipped within the UK.

4. Frequently Asked Questions (FAQ)

How do I start a return or warranty claim?

Please contact our Customer Service Team at cs@prolineoffice.co.uk or call +441213682209. Provide your order number, a description of the issue, and, if possible, photos or videos. We will respond within 1 business day with instructions.

What if I have used the product but found a defect later?

Used products with verified manufacturing defects are covered by our 7-year warranty. Please contact us with evidence of the defect to arrange for repair or replacement.

How long does it take to get a refund?

Refunds are typically processed within 1–3 business days after we receive and inspect the returned product.

Who pays for shipping during a return or warranty service?

• For defective products: Proline Office covers shipping costs within the first 2 years. From year 3 to year 7, you cover the shipping cost to us, and we cover the return shipping after repair or replacement.
• For non-defective returns (e.g., change of mind): you are responsible for return shipping costs.

Can I exchange a product instead of getting a refund?

Yes, if the product is eligible for return or warranty service, you may choose to exchange it instead of receiving a refund.

What happens if my product is discontinued?

If the original product is no longer available, we will replace it with a comparable product of equal or greater value at no extra cost.

Are issues caused by printer firmware updates or HP+(e) printers covered under warranty?

No. If a printer manufacturer's firmware update or an HP+(e) printer causes a compatible product (e.g., toner, ink) to stop functioning, this is not covered under Proline Office's 7-year product warranty. Such issues are due to manufacturer-imposed software restrictions, not product defects.

5. Proline Office Contact Information:

90% of the problems encountered by customers can be solved. Therefore, we recommend that you contact our customer service team before returning the product. Our printer experts are always ready to help you solve the problem online, saving you time for return and exchange, while also reducing the loss and shipping costs of the returned product. This is a win-win solution.

• 📧 Customer Service Email: cs@prolineoffice.co.uk
• 📞 Customer Service Phone: +441213682209
• 🕒 Service Hours: Monday to Friday, 9:00 AM – 4:00 PM