Terms & Conditions

Last updated: June 2026

1. Acceptance of terms

By accessing or placing an order through the Printer Genie website, you agree to be bound by these Terms & Conditions. If you do not agree, please do not use our website or services.

2. About us

Printer Genie Ltd is a UK-registered company. Our registered address and contact details are listed at the bottom of this page. References to "we", "us", and "our" throughout these terms refer to Printer Genie Ltd.

3. Eligibility and user conduct

By using this website, you confirm that:

• You are at least 18 years old
• You will use the website for lawful purposes only and in compliance with all applicable laws and regulations
• You will not use the website in a way that could damage, disable, overburden, or impair its operation or interfere with any other party's use
• You will not attempt to gain unauthorised access to any part of the website or any connected systems or networks
• You will not use any robot, spider, scraper, or other automated means to access or monitor the website without our prior written consent

4. Intellectual property

All content on the Printer Genie website, including text, graphics, logos, images, and software, is the property of Printer Genie Ltd or its licensors and is protected by copyright and other intellectual property laws. You may not reproduce, distribute, or use any content from this website without our prior written permission.

5. Orders and acceptance

To place an order, you must provide accurate and complete information. All orders are subject to acceptance by Printer Genie Ltd. We reserve the right to cancel or refuse any order at our discretion, including where a product is out of stock, incorrectly priced, or where we suspect fraudulent activity. If we cancel your order, you will receive a full refund.

6. Pricing and payment

All prices are displayed in GBP and include VAT where applicable. We accept the following payment methods:

• Debit and credit card
• Bank transfer

All card payments are processed securely through the Shopify payment gateway. We do not store your card details.

7. Shipping and delivery

Estimated delivery times are shown at checkout and may vary depending on your location and the shipping method selected. We are not responsible for delays caused by shipping carriers, customs, or other circumstances outside our reasonable control.

Risk in the goods passes to you upon delivery. Please ensure someone is available to receive and inspect the parcel at the delivery address.

8. Damaged deliveries — your obligations

Important — transit damage reporting deadlines

Due to strict courier claim deadlines, damaged deliveries must be reported to us within the following time frames:

• Parcel signed for as damaged at delivery — report within 48 hours
• Parcel signed for without noting damage — report by 2 pm the next working day after delivery

Failure to report within these windows means we are unable to raise a courier claim on your behalf, which may affect our ability to offer a remedy.

Please inspect your parcel carefully upon delivery. If the outer packaging shows any signs of damage, note this on the delivery receipt before signing. Do not sign as undamaged if the box or contents appear damaged in any way.

When reporting damage, please include photographs of the outer packaging and the affected contents. This is required to support any courier claim.

These reporting requirements do not affect your statutory consumer rights under the Consumer Rights Act 2015.

9. Returns and refunds

Our full Returns & Refund Policy applies to all purchases and forms part of these Terms & Conditions. Key points:

• You may return an item within 14 days of delivery, provided it is unused and in its original condition
• Change-of-mind returns are accepted but return postage costs are the customer's responsibility
• Returned items must be authorised by Printer Genie Ltd before being sent back
• Refurbished products may carry minor cosmetic marks which do not constitute a fault
• Warranty periods vary by product type and are set out in Sections 14 and 15 below, or as stated on the product page

Please contact us before returning any item to obtain a return authorisation and the correct return address. Returned items sent without prior authorisation may not be accepted.

Please see our full Returns & Refund Policy for complete details.

10. Limitation of liability

To the fullest extent permitted by law, Printer Genie Ltd is not liable for any indirect, incidental, special, or consequential damages, including but not limited to loss of profits, loss of data, or business interruption, arising from your use of our website or the purchase of our products.

Nothing in these Terms & Conditions limits or excludes our liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded under UK law.

11. Consumer rights

Nothing in these Terms & Conditions affects your statutory rights as a consumer under UK law, including your rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

12. Governing law

These Terms & Conditions are governed by and construed in accordance with the laws of England and Wales. Any disputes arising under or in connection with these terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.

13. Changes to these terms

Printer Genie Ltd reserves the right to update or modify these Terms & Conditions at any time. Changes will be effective immediately upon posting to the website. Your continued use of the website following any changes constitutes your acceptance of the updated terms. We recommend checking this page periodically.

14. Warranty — refurbished printers

Refurbished printers sold by Printer Genie Ltd are covered by a 1-year Printer Genie warranty from the date of purchase, subject to the conditions set out below.

What the refurbished printer warranty covers

The warranty covers hardware faults arising from normal use, including mechanical failure of the print engine, main board, duplex unit, motors, paper tray mechanisms, and display hardware.

What the refurbished printer warranty does not cover

The following are excluded from refurbished printer warranty coverage:

• Consumable or routine maintenance items including toner cartridges, drums, fuser units, maintenance kits, rollers, separation pads, and feed components, unless confirmed faulty on arrival or specifically covered by a separate product warranty
• Cosmetic marks, scratches, scuffs, or other aesthetic wear that does not affect printer functionality
• Damage caused by misuse, accident, unauthorised repair or modification, use outside intended operating conditions, incorrect installation, or use of unsuitable consumables
• Faults arising from failure to follow manufacturer or Printer Genie operating guidelines
• Damage caused during transit after delivery — see Section 8 for transit damage reporting requirements
• Any fault reported outside the 1-year warranty period

How the refurbished printer warranty works

The warranty is return-to-base. To make a warranty claim, you must contact us first to obtain authorisation. Do not return a printer without prior authorisation — unauthorised returns may be refused.

Where a fault is confirmed as covered under this warranty, Printer Genie Ltd will, at our discretion, either repair or replace the printer. Where a replacement unit is provided, it may be a refurbished unit of equivalent specification.

Printer Genie Ltd will cover the cost of return shipping on confirmed warranty faults. We are not liable for return shipping costs on items found to be outside the scope of this warranty following inspection.

Whether a fault falls within warranty coverage will be assessed by Printer Genie Ltd after inspection of the returned item.

Limitation of refurbished printer warranty liability

This warranty is in addition to and does not affect your statutory rights under the Consumer Rights Act 2015. However, our liability under this warranty is limited to repair or replacement of the faulty unit only. We are not liable for any loss of data, loss of business, loss of income, or any indirect or consequential loss arising from a printer fault or from the time taken to fulfil a warranty claim.

15. Warranty — refurbished fuser units and maintenance kits

Refurbished fuser units and refurbished maintenance kits sold by Printer Genie Ltd are covered by a 6-month Printer Genie warranty from the date of purchase, subject to the conditions set out below and any specific warranty wording shown on the product page.

What this warranty covers

This warranty covers refurbishment defects and component failure under normal use. It is intended to protect customers against faults arising from the refurbishment, testing, or normal operation of the supplied refurbished fuser unit or maintenance kit during the warranty period.

What this warranty does not cover

The following are excluded from warranty coverage for refurbished fuser units and maintenance kits:

• Incorrect installation, forced fitting, physical damage, or damage caused while fitting or removing the part
• Electrical damage, power surge damage, or damage caused by a fault elsewhere in the printer
• Damage caused by continued use of the printer after a serious fault, repeated jam, overheating, or abnormal noise
• Abnormal wear caused by excessive usage, unsuitable media, poor-quality paper, labels, envelopes, or operation outside the printer manufacturer's guidelines
• Wear, deterioration, or failure resulting from printer faults not caused by the supplied part
• Cosmetic marks or previous signs of use that do not affect function
• Any fault reported outside the 6-month warranty period

How this warranty works

The warranty is return-to-base. To make a warranty claim, you must contact Printer Genie Ltd before returning the item. We may ask for details of the printer model, serial number, page count, error code, fault description, test pages, photographs, or short videos to help diagnose the issue before return.

Where a fault is confirmed as covered under this warranty, Printer Genie Ltd will, at our discretion, repair, replace, or refund the affected refurbished fuser unit or maintenance kit. Replacement parts may also be refurbished and of equivalent specification.

If inspection shows that the fault is caused by incorrect installation, abnormal wear, printer damage, unsuitable media, or a fault elsewhere in the printer, the warranty claim may be declined.

This warranty does not cover labour charges, engineer call-out fees, loss of business, loss of data, loss of income, or any indirect or consequential loss.

16. Warranty — small spare parts, rollers, pads, trays, and accessories

Unless otherwise stated on the product page, small spare parts, rollers, separation pads, paper trays, plastic covers, and accessories are covered by a 90-day Printer Genie warranty from the date of purchase.

This warranty covers faults present on arrival and component failure under normal use during the warranty period. It does not cover incorrect fitting, physical damage, accidental damage, misuse, abnormal wear, unsuitable media, or faults caused by another part of the printer.

Where a fault is confirmed as covered, Printer Genie Ltd will, at our discretion, repair, replace, or refund the affected item.

17. Return packaging requirements

When returning any product to Printer Genie Ltd, whether under warranty, for repair, or for any other reason, the customer is solely responsible for ensuring the item is adequately packaged for transit. Printer Genie Ltd will provide written packaging guidance upon issuing a return authorisation. It is the customer's responsibility to read and follow this guidance in full.

Minimum packaging standards

All returned printers and equipment must meet the following minimum requirements:

• Packed in a double-walled corrugated cardboard box of appropriate size — the printer must not be able to move freely inside the box
• Surrounded on all sides by a minimum of 75mm of suitable cushioning material — foam, bubble wrap, or equivalent
• All paper trays, covers, and access panels must be closed and secured before packing
• The toner cartridge, drum unit, and all other removable internal components must be removed and packed separately within the same outer box where appropriate
• The box must be fully sealed with reinforced packing tape on all seams, including the base
• The return authorisation number issued by Printer Genie Ltd must be clearly marked on the outside of the box

Consequences of inadequate packaging

If a returned item arrives at our premises with damage consistent with inadequate packaging, Printer Genie Ltd reserves the right to:

• Exclude any transit damage from the scope of the warranty or repair claim — transit damage resulting from inadequate packaging is not a warranty fault and will not be repaired or replaced under warranty
• Charge the customer for any additional damage caused in transit as a result of inadequate packaging, at our standard assessment and repair rate
• Return the item to the customer unrepaired where the extent of transit damage makes it impractical to assess or remedy the original reported fault

Printer Genie Ltd photographs all returned items upon receipt. These photographs form our record of the condition of the item on arrival and will be used to determine whether damage is consistent with inadequate packaging in transit.

Original packaging

Customers are strongly advised to retain the original packaging in which the product was delivered. Items returned in undamaged original Printer Genie packaging, correctly reused, will be considered to meet the minimum packaging standard above.

Risk in the goods remains with the customer until the returned item is received and signed for at Printer Genie Ltd premises. We accept no liability for damage to returned items sustained during transit.

18. Repair & Return

18.1 Service Description

The Printer Genie Repair & Return Service is a fixed-price service for the inspection, repair, and return of customer-owned laser printers. The fixed price covers labour, diagnostic inspection, and any parts replacement required to return the printer to full working order for the fault types typical of the relevant printer model series.

18.2 Service Fulfilment

Printer Genie will endeavour to repair the customer's own printer unit. Where, in Printer Genie's reasonable assessment, the customer's printer cannot be economically repaired within the fixed service price — including where the fault requires parts or labour beyond the scope of the standard service for that model series — Printer Genie reserves the right to fulfil the service by supplying a refurbished replacement unit in place of the customer's original printer.

Where a replacement unit is supplied:

(a) Printer Genie will supply the same model as the customer's original printer wherever reasonably practicable;

(b) where the same model is not available, Printer Genie will supply the closest equivalent model within the same series, being a model that uses the same toner or ink cartridges as the customer's original printer;

(c) the replacement unit will be fully tested and verified working before dispatch;

(d) the replacement unit will carry the same 1-year Printer Genie warranty as applies to a repaired unit under clause 18.4.

The customer's original printer, where retained by Printer Genie as part of this fulfilment process, will become the property of Printer Genie and will be used for parts, refurbishment, or disposed of responsibly in accordance with WEEE regulations.

18.3 Printers Beyond Repair

Where a printer is assessed by Printer Genie as physically beyond repair — including where it has suffered structural damage, liquid ingress, or damage that makes it unsafe or uneconomical to repair or use for parts — Printer Genie will:

(a) notify the customer by email;

(b) refund the full repair service fee;

(c) advise on alternative options including refurbished replacement units available from Printer Genie.

In this circumstance, return shipping of the original printer to the customer may be arranged at the customer's cost, or the printer will be disposed of responsibly under WEEE regulations at the customer's request.

18.4 Warranty

A 1-year Printer Genie warranty applies to all repaired or replacement units returned under the Repair & Return Service, commencing from the date of return dispatch. The warranty covers faults arising from normal use. If the same fault recurs within 12 months, Printer Genie will repair or replace the unit at its discretion at no additional charge. This warranty does not cover damage caused by misuse, accidental damage, liquid ingress, or consumable depletion.

18.5 Shipping

Outbound shipping (delivery of the printer to Printer Genie) is the responsibility of the customer. Return shipping (delivery of the repaired or replacement printer to the customer) is included in the fixed service price. Printer Genie recommends using the Printer Genie Return Packaging Kit to ensure safe transit. Printer Genie accepts no liability for damage caused by inadequate customer packaging during transit to Printer Genie.

18.6 Turnaround

Printer Genie will aim to complete and dispatch repaired or replacement units within 5 working days of receipt of the printer. This is a target and not a contractual commitment. Printer Genie will keep customers informed by email throughout the process.

19. GenieCare™ Expert Support

GenieCare™ Expert Support is Printer Genie's remote printer support programme. It is separate from and in addition to the hardware warranty — it does not replace the warranty and the warranty does not replace it.

What GenieCare™ covers

GenieCare™ Expert Support provides remote diagnosis, guidance, and advice covering: printer setup, driver installation, connectivity and network configuration, scan to email and network folder setup, print quality troubleshooting, error code diagnosis, paper jam guidance, fax configuration, maintenance recommendations, and repair versus replacement advice.

What GenieCare™ does not cover

• Physical hardware faults — these are covered under the relevant product warranty where applicable
• On-site visits or in-person support of any kind
• Support for printers not purchased from Printer Genie Ltd, unless we explicitly agree otherwise
• Issues caused by third-party software, network infrastructure, or IT systems outside the printer itself
• Labour, parts, engineer call-out charges, or third-party repair costs

Support periods and conditions

GenieCare™ Expert Support is included for the following initial periods from the date of purchase:

• Refurbished printers — 30 days
• New printers — 90 days
• Refurbished fuser units, refurbished maintenance kits, transfer belts, and eligible repair-part listings where stated on the product page — 30 days
• JamFix™ kits — 30 days fault-specific support for the paper feed fault the kit was purchased to resolve

After the initial period, GenieCare™ Expert Support continues only when the customer purchases toner or ink from Printer Genie Ltd for the relevant printer. Support remains active with each qualifying toner or ink purchase. There is no subscription and no automatic renewal — support is conditional on continued qualifying toner or ink purchases from Printer Genie Ltd.

Printer Genie Ltd reserves the right to withdraw or modify the GenieCare™ Expert Support programme at any time. Where reasonably practicable, we will provide notice of any material changes. Withdrawal of the programme after the unconditional initial period does not constitute a breach of contract.

Nature of support

GenieCare™ Expert Support is provided remotely by telephone or electronic communication. All guidance is provided in good faith based on information supplied by the customer. Printer Genie Ltd accepts no liability for any loss or damage arising from the customer's implementation of any advice provided under GenieCare™ Expert Support.

20. Our trademarks

JamFix® and PrintRevive® are registered trademarks of Printer Genie Ltd, registered with the UK Intellectual Property Office under trade mark numbers UK00004230940 and UK00004230937 respectively. All rights are reserved.

GenieCare™ and Printer Genie are trading names, brands, or marks used by Printer Genie Ltd. You may not use, reproduce, copy, or imitate our marks, or any mark confusingly similar to them, without the prior written consent of Printer Genie Ltd.

Unauthorised use of our registered trademarks or trading marks may constitute trademark infringement or passing off and will be pursued where appropriate.

21. Third-party brand references

Printer Genie Ltd sells printers, repair kits, spare parts, and consumables that are compatible with printers manufactured by third-party brands including HP, Ricoh, Lexmark, Epson, Zebra, OKI, Brother, Canon, Kyocera, Samsung, and Xerox. References to these brand names, model numbers, and part numbers on our website and product listings are made solely for the purpose of identifying compatibility and are not intended to imply any affiliation, endorsement, sponsorship, or commercial connection with those manufacturers.

HP, Ricoh, Lexmark, Epson, Zebra, OKI, Brother, Canon, Kyocera, Samsung, Xerox, and all other referenced brand names and logos are the registered trademarks of their respective owners. Printer Genie Ltd makes no claim of ownership over any third-party trademarks referenced on this website.

Contact us

Printer Genie Ltd
Email: support@printergenie.co.uk
Phone: 0161 883 7771
Website: printergenie.co.uk