Returns & Refunds
Clear guidance on returns, cancellations and refunds for business and individual customers.
Fairfield ID Solutions Ltd
Last updated: 28 October 2026
At Fairfield ID Solutions, we aim to supply quality identification products and provide reliable, professional service.
If something isn't right with your order, we're here to help.
This policy explains how returns, cancellations and refunds are handled for business customers and individual consumers. It forms part of our Terms & Conditions and does not affect statutory rights.
1. Requesting a Return
Please contact Fairfield ID Solutions with your order number, product details and reason for requesting a return. Where goods are damaged, faulty or incorrectly supplied, photographs may help us resolve the issue.
Email: sales@fairfieldid.co.uk
Telephone: 0161 827 8337
We will explain the next steps and provide the appropriate return instructions and address.
Where possible, please contact us before sending goods back. This does not restrict consumers from exercising statutory cancellation rights.
2. Business Customers — Standard Goods
For purchases made wholly or mainly for business purposes, non-faulty standard goods may be accepted for return at Fairfield ID Solutions' discretion.
Prior written return authorisation is required for discretionary business returns.
Approved returns should normally be unused, complete, in resaleable condition and accompanied by their original packaging and accessories.
Restocking, collection, administration or return-carriage charges may apply. Any applicable charges will be explained before a discretionary return is accepted.
Unauthorised business returns may be refused.
Nothing in this section excludes legal or contractual remedies for faulty or incorrectly supplied goods.
3. Personalised and Special-Order Products
The following goods cannot normally be returned by business customers simply because they are no longer required:
Personalised, printed or encoded ID cards.
Custom printed lanyards, passes and branded accessories.
Products manufactured or configured to order.
Opened printer ribbons, consumables and security-sensitive products.
Software licences or activated subscriptions where cancellation is restricted under the applicable agreement.
This does not remove rights relating to faulty, damaged or incorrectly supplied goods.
For individual consumers, statutory cancellation exemptions may apply to goods made to the customer's specifications or clearly personalised. Choosing an ordinary product option does not automatically remove cancellation rights.
Other exemptions apply only where the relevant legal requirements are satisfied.
4. Consumer Cancellation Rights
If you purchase goods wholly or mainly outside your trade, business, craft or profession, you will normally have the right to cancel an eligible online purchase within 14 days after receiving the goods, without giving a reason.
Where an order arrives in separate deliveries, the period normally begins upon receipt of the final item.
After notifying us of cancellation, you must normally return the goods within a further 14 days.
To cancel, email sales@fairfieldid.co.uk with your order number and a clear statement that you wish to cancel.
Consumers do not require our prior authorisation to exercise valid statutory cancellation rights.
Customers may handle goods as reasonably necessary to inspect them. Deductions for diminished value caused by excessive handling may apply where permitted by law.
Original packaging is recommended to protect products during transport but is not an automatic requirement for a valid statutory cancellation.
5. Return Delivery Costs
For eligible consumer change-of-mind cancellations, customers are generally responsible for the direct cost of returning goods, unless Fairfield agrees otherwise or applicable law requires Fairfield to cover the cost.
For business customers, return-carriage arrangements and any charges will be explained as part of the discretionary return authorisation.
ID card printers, including the Swiftpro K30, K65 and K65XL, can be returned using a standard parcel courier service. For eligible consumer change-of-mind returns, customers are responsible for the direct return carriage cost, which depends on their chosen courier and service. We recommend a tracked, suitably insured service and secure packaging.
Where goods are faulty, damaged or incorrectly supplied, Fairfield ID Solutions will arrange or reimburse reasonable return carriage costs where legally required.
6. Faulty, Damaged or Incorrect Goods
If your order arrives faulty, damaged or incorrectly supplied, please contact us as soon as reasonably possible.
We may request photographs or product information to help establish the issue.
Depending on the circumstances and applicable legal rights, the appropriate remedy may include repair, replacement or refund.
Individual consumers retain their rights under the Consumer Rights Act 2015, including the short-term right to reject qualifying faulty goods within 30 days and other rights where faults arise later.
Where a return is required because goods are faulty or incorrectly supplied, Fairfield will arrange or reimburse reasonable return costs where legally required.
Manufacturer warranties and Fairfield support services are additional to applicable statutory rights.
7. Refunds
Consumer statutory cancellations
Where a valid cancellation right applies, we will refund the amount due, including the cost of the least expensive standard outbound delivery option originally offered, where applicable.
Refunds will be processed without undue delay and no later than 14 days after we receive returned goods or evidence that the goods have been sent back, whichever is earlier, as provided by law.
Refunds will be made using the original payment method unless expressly agreed otherwise.
No restocking or administration fee applies to a valid statutory consumer cancellation. Permitted deductions for diminished value may apply.
Discretionary business returns
Approved business refunds will be processed following receipt and acceptance of returned goods, subject to the agreed return conditions and any disclosed charges.
Faulty or incorrectly supplied goods are handled according to applicable legal and contractual rights.
8. Important Return Information
Please package returned products securely to prevent damage during transit.
Where practical, confirm the correct return address before dispatching goods.
Security-sensitive, encoded or personalised products may require additional handling instructions.
Nothing in this policy limits rights that cannot lawfully be excluded.
9. Contact Us
For questions about returns, refunds or cancellations:
Fairfield ID Solutions Ltd
Email: sales@fairfieldid.co.uk
Telephone: 0161 827 8337
Website: www.fairfieldid.co.uk
We aim to handle return enquiries fairly, professionally and efficiently.
Optional Consumer Cancellation Notice
To: Fairfield ID Solutions Ltd — sales@fairfieldid.co.uk
I hereby give notice that I wish to cancel my contract for the following goods:
Product(s): ____________________________________
Order number: __________________________________
Ordered on: ____________________________________
Received on: ___________________________________
Customer name: _________________________________
Customer address:
________________________________________________
________________________________________________
Date: _________________________________________
Customers may send this notice by email. This form is optional and is not required to exercise a valid cancellation right.