This policy covers physical QR fire-door labels ordered through your IgnisTrack dashboard.
It sits alongside our Terms of Service
and does not affect your statutory rights as a UK consumer.
1. Shipping
- Free UK postage is included on every label order.
- We currently ship to addresses in the United Kingdom only.
- Labels are printed to order and posted from the UK. We aim to dispatch within a few working days of your order being confirmed.
- You can see your order status, and a tracking number once it ships, under Order Labels in your dashboard. We also email you when your order is confirmed and again when it is on its way.
- Delivery times depend on the postal service and are outside our direct control. If your order has not arrived within a reasonable time, please contact us and we will help.
2. Cancelling an order
Because labels are printed to order, you can cancel for a full refund up until we begin
printing. While an order still shows as Paid in your dashboard, you can
request cancellation yourself using the Cancel button next to the order.
We will refund you in full.
Once an order has moved into production, posting, or has been dispatched, it can no longer
be cancelled through the dashboard, as your labels have been printed especially for you.
If you need help with an order at that stage, please contact us.
3. Returns and faulty items
- Because each order is custom printed (your logo, your company name, your codes), we are unable to accept returns of correctly produced labels simply because they are no longer wanted.
- If your labels arrive faulty, damaged, or not as ordered, contact us within 30 days of receipt and we will put it right, either by reprinting and reposting the order or by issuing a refund.
- Where relevant, your statutory rights under the Consumer Rights Act 2015 (goods must be as described, fit for purpose and of satisfactory quality) continue to apply.
4. Refunds
- Approved refunds are made to the original payment method via our payment processor, Stripe.
- We process refunds promptly once approved. It can then take a few working days for the funds to appear on your statement, depending on your bank or card provider.
- We will email you to confirm when a refund has been processed.
5. Contact us
For any question about an order, shipping, a cancellation or a refund, contact us at
support@ignistrack.com
or through the support page.
Please include your order reference (shown in your dashboard and confirmation email) so we can help quickly.