Terms and Conditions

Please note by accepting these Terms and Conditions, you are agreeing to us using your card details to take payment for your order.

Payment

All goods must be paid for before being shipped. We accept Debit and Credit Cards, PayPal, or Direct Bank Transfer. If you would like to collect your order, please confirm your preferred payment method prior to collection. Overseas orders must be paid for by bank transfer only. Overseas customers are responsible for paying all customs and bank charges.

If paying by Debit or Credit card, our Online Webstore does not charge your card at the time the order is processed but allows us to process your payment when your order is shipped.

Our cut-off time for orders requiring next day delivery is 2:30pm. Orders placed after 2:30pm will be processed on the next working day. Orders placed outside of normal working hours will be processed on the next working day.

If your order is urgent, we advise contacting our office on 01329 835500 to check stock availability and delivery times.

Card Payments:
For new customers paying by card, the first order must be sent to the registered address of the credit or debit card. Subsequent orders may be shipped to alternative addresses if required.

Paperless Invoicing:
System Insight will not provide a paper invoice with goods purchased online or over the phone. If an email address is provided, a digital copy of your invoice will be sent on the day of despatch. This is to further reduce the impact System Insight have on the environment. If you would like a paper copy of your invoice, please request this at the time of ordering.

Returns Policy

You may return most new, unopened items within 30 days of delivery for a full refund, excluding delivery charges which are non-refundable. We will pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.). If you have paid via PayPal, administration fees will incur, and if upon return we believe the goods to be open or tampered with, charges will incur.

Sometimes we may have to part ship your order. We do not always inform you that your goods will be part shipped, as typically we will send the remainder of your order shortly. We will not refund shipping costs if you are unhappy with an order because it has been part shipped.  Shipping Costs for returning goods are the responsibility of the customer.

Deliveries and Shipping

All Next Working Day Delivery orders are shipped on the same working day. We cannot guarantee a courier delivery time, and Next Day Delivery is not a guaranteed service. A tracking number will be provided to you upon dispatch, which you can use to track the parcel(s) journey.

Any damages must be advised within 24 hours of delivery.  Please check all goods when they are delivered and check all packaging before you sign for the courier. Make a note of any damage to the packaging and the contents.  Any damages advised after this time may delay or invalidate any claims. Photographic evidence may be required. In the event of any damage please call our office with full details. We strongly advise checking any equipment upon return within this time period to ensure no damage has occurred in transit.

Shipping Address:
We can ship to almost any address within Europe, subject to any restrictions that may apply for shipping to European destinations. We are unable to ship to PO Box addresses.

For Delivery Outside the UK:
Please send an email to salesdept@systeminsight.com with your requirements (delivery address and postcode, order details and quantities), and we will respond with a shipping quote as soon as possible.

Product Weights:
The weight of any item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up.

Next Day Deliveries:
The cut-off time for next-day delivery is 2:30pm. Any orders we receive after this time will be despatched on the next working day. For some destinations, next day delivery is not possible, but this will be apparent at the checkout.

Timed Deliveries:
It is not possible to provide an exact time of delivery, however, some of our couriers provide an estimated time of delivery on the day via email or text message. This is only an estimation. Guaranteed deliveries before a certain time are available at an additional cost for some areas and this will be shown as an option at checkout if available.

Delivery Days:
Delivery times are quoted in working days (Monday-Friday) and exclude Bank Holidays etc. Saturday Morning deliveries are available in some areas at an additional cost. This option will be offered at the checkout stage where available.

Next Day Collections:
The cut-off time for requesting us to organise a next working day collection from you is 10:00am on the day prior to your required collection date. You can book collections up to 7 days beforehand.

Collection From Our Office:
This is possible by prior arrangement during office hours. ID may be required and if you are paying by card you will need to bring this with you.

Liability for Failed Deliveries:
Due to the nature of using any third-party delivery system, our liability for any delivery that is not delivered on time is limited to the cost of the shipping method. We do not offer any type of compensation for any loss of earnings or trade due to a failed delivery. It is the responsibility of the customer to ensure goods arrive well in advance of their required use.

Upgrades and Repairs

The customer is responsible for any carriage costs to and from our offices. In the unlikely event that the problem is not rectified upon return to you then we will arrange collections and will pay any ongoing carriage costs.

Damage to Equipment During Transit:
The customer is responsible for any damage caused by incorrect packaging of equipment being returned to us even when we have organised the transport. Courier companies will never accept liability where the packaging is insufficient for the items being returned. We strongly advise using the original packaging when returning goods to us. Items returned without sufficient packaging may be damaged beyond economic repair. Items not shipped in the original packaging may incur a packing charge when they are shipped back to the customer.

Repair Times:
Please expect a minimum turnaround of 2-3 working days to get your equipment upgraded or repaired. If your repair is particularly urgent, we may be able to offer a priority repair. It is sometimes possible to facilitate same day repairs upon request, subject to staff availability, workload, and availability of replacement parts. Where parts need to be ordered, we will provide an updated estimation of repair time.

Technical Support

Technical Support is available to everyone, at a minimum charge of £60 + VAT per hour. Our technical support package is available as a phone call (for issues that can be diagnosed remotely) or in-person (for printer services and repairs). Extra charges will incur if spare or replacement parts need to be ordered for your printer repair. Due to the nature of our business, we cannot guarantee a member of the technical team will always be available to speak to you straight away. Therefore, we will book you in for a call-back which can take up to 48 hours. We cannot guarantee you’ll always speak to the same team member at any time you need technical support.

Warranty

All Citizen printers come with a standard 2 year warranty (24 months); however, we offer an optional third year (36 months). The warranty does not cover change of mind, accidental damage or cosmetic damage. Printer returns are at the expense of the customer; however, if we repair or replace your printer then we cover the cost of shipping back to you. Print heads are only eligible for 1 year warranty (12 months). Consumables, including ribbons and paper, are only covered for 90 days. If your printer is damaged during transit back to us during a warranty claim, this will void your claim. It is the customer’s responsibility to ensure any printers being returned are packaged securely with no consumables left inside. Warranty is subject to the correct handling of the printer and use of media.

Purchases/Equipment Rentals

Please check all goods once they have been delivered. Check all packaging before you sign for the courier.  Please notify us within 24 hours if there are any problems or damage to your order (see deliveries above).

The Printer:
The printer supplied for your rental will most likely be in used condition and may have some wear and tear. All equipment gets tested before it is dispatched from System Insight and leaves us in good working condition.

Returning the Printer:
The printer must NEVER be shipped with media left inside. Damage to the printer will occur if it is shipped with any paper or ribbon installed in the printer and this may damage the printer beyond economical repair. Remember to follow the transportation instructions that come with the printer and in the printer manual before returning.

Print Media:
Each media box contains a ribbon and paper roll, and these should both be replaced at the same time. Some paper will be left on the roll when the ribbon is exhausted, this is normal. Most printers will print three or four blank sheets whenever paper is loaded (you are not charged for these prints). Any unused media MUST be returned in the original packaging otherwise you will be charged for a FULL roll. Part-used media must be USED FIRST otherwise you will be charged for a full roll of media. Your printer may use print spacers when printing certain media sizes. Please refer to the user manual.

Cancellation:
If your order has already been dispatched, shipping charges will be deducted from your refund amount. If you paid via PayPal, administration fees will also be deducted.

Technical Support:
Please test all your equipment before you arrive at your event. Our office hours are 9.00am – 5.30pm Monday to Friday. If you have any problems, we can only deal with them during normal office hours. Any last-minute bookings sent out the same day are at the customer’s own risk.

In the unlikely event that you have faulty prints which have been caused by a printer malfunction then please return them with the printer.  We will not make any charges for faulty prints caused by the printer malfunctioning.

We do not offer any compensation for consequential loss at an event due to equipment failure.

© Copyright

The content, design and text of this site are the copyright of System Insight Ltd. Some of the product images, descriptions and logos contained in this site are trademarks and are copyright of their respective owners.

Errors & Omissions

We endeavour to ensure that all the information provided on our site is accurate. We cannot accept responsibility for any for any information provided by a third party, contained within our site, or for the contents of any links from our site. Product images are for illustration purposes only and actual products may differ from those shown. Product descriptions and specifications are meant as a guide only and cannot be guaranteed accurate. In the extremely unlikely event that an item is incorrectly priced, we reserve the right to withdraw the item from sale, at any point prior to dispatch. We will notify you ASAP should this be the case.

E and OE – Errors and Omissions Excepted.

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Updated: 9th May 2025