About Returns

What is your return policy? 

We hope you are delighted with your order, however, if for any reason you are not entirely satisfied, or changed your mind on an order or need to return it, we’re here to help in any way we can.

However, if you don’t mind, there are a few terms we need you to read first. Please note that by placing an order you will agree to these return and refund terms. We reserve the right to amend these Terms from time to time. Every time you wish to order Items, please check these Terms to ensure you understand the terms which will apply at that current time.

This policy was last updated on 7th June 2020 11:13 am

What if my item is faulty or damaged? 

1. First off, you have our sincerest apologies that that happened! 
2. In order to get the problem fixed for you, send us an email at [email protected], and let us know what the problem is! Make sure you include your order number and photos of the faulty or damaged item. Listen up, this is the important bit: You must notify us of any damages or faults within 7 days of receiving your order. Requests for returns after this period will unfortunately not be accepted. 
3. If we receive all of the above then we’ll reply and let you know how to go about returning the item to us (if necessary). You will need to arrange for the item to be sent back to us via courier - we recommend using DPD delivery service. The cost of returning the item will initially be for your account, but we will refund this cost once we receive the parcel. 
4. Once we receive the item, we'll examine it and process your refund (including the cost of shipping the item back to us). The refund will be processed using the banking details you originally used to pay with. Alternatively, if you prefer and depending on stock availability, we will send you a replacement item. 

I’ve changed my mind and no longer want an item I’ve purchased? Can I return it?

1. Sometimes you buy something thinking it’ll be perfect, but unfortunately, that isn’t always the case - if that happens and you wish to return a product of ours then no problem. 
2. We offer a no-quibble 60-day return policy - as long as the item is in its original packaging, undamaged, and in a saleable condition, you are welcome to return it for a full refund.
3. Send us an email at [email protected] with your order number and which item you will be returning.
4. We will then let you know how to go about returning the item to us. You will need to arrange for the item to be sent back to us via courier - we recommend using UPS delivery service. The cost of returning the item will be for your account and will not be refunded. 
5. Please ensure that any items that are returned to us are in their original, undamaged packaging. Items that have been used, soiled, or damaged in any way will not qualify for a refund. Please ensure that the items are securely packaged for delivery when you send them back.

Important information on our returns and refunds

• In order to be eligible for a refund, you have to return the product within 60 calendar days of your delivery arriving.
• The product must be in the same condition that you receive it, with all original packaging, and undamaged in any way.
• If you find a product to be faulty upon delivery, or you are otherwise unsatisfied with your delivery, you must report the fault to our team within 7 days of receipt to be eligible for a refund or replacement.

• After we receive your item, our team will inspect it and process your refund. 
• The money will be refunded to the original payment method used during the purchase. For credit card payments it may take 5 to 10 business days for a refund to show up on your credit card statement.
• If the product is damaged in any way, or you have initiated the return after 60 calendar days have passed, you will not be eligible for a refund and we will contact you to discuss.
• We are unable to offer replacements on different colors/sizes of products when returning an order unless the item is deemed to be faulty. Items are only permitted to be returned used if faulty, otherwise items should be returned unopened and in a suitable condition for resale.
• Returns are the full responsibility of the buyer and it is up to you to ensure the safe return of any orders you wish to send back. We would advise you to use a tracked delivery service in order to track any delayed or missing returns. To arrange a return please log in to your account, find the order you wish to return and follow the instructions to return your item(s).

If delivery was charged at the time of order, the delivery fee will not be refunded with any payments refunded for orders. Delivery charges will only be refunded on orders deemed to be faulty upon delivery. We will also offer the option of a replacement on any faulty items and this option will be available to select at the time of return.

Any refunds or credits will be refunded via the original payment method. Where this is no longer possible please contact our customer service team to discuss.

Sawgrass Machine Returns & Warranty- The warranty shall only apply if the product is used in conjunction with compatible software approved by Sawgrass and compatible Sawgrass ink. Craft Label and Sawgrass is not responsible for compatibility or usability with non-Sawgrass Software, printer accessories, or ink. The warranty covers all defects in material and workmanship encountered in normal use of the product and does not apply in the following cases: • Loss or damage to the product due to abuse, mishandling, neglect, improper packaging, alteration, accident, electric current fluctuations or operating the equipment outside the manufacturer’s recommended specifications. • The failure to follow the operating, maintenance or environmental instructions prescribed in the product User Guide or service performed by anyone other than Sawgrass Personnel. • The use of non-genuine Sawgrass replacement parts or consumable supplies (item(s) purchased from other than Sawgrass or an Authorized Sawgrass Reseller(s)) that cause damage to the product, abnormally frequent service calls or service problems. • The use of a non-Sawgrass Ink and/or software. If such Ink is used, a watermark will appear on any print job when used in conjunction with Sawgrass Print Manager. If non-Sawgrass software or direct print driver is used in conjunction with genuine ink cartridge(s), the output quality may be reduced. • The alteration of any serial number plate or date, included on any serial number place, affixed to the product.• if you mix two different quality of ink together. Also, Craft Label does not accept returns of Sawgrass products (machines and inks) once the inks have been attached to the machine.

Still with us? Great! If you have any questions about our returns and refunds, please contact our Customer Care Team at [email protected] and we’ll be happy to help!