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Frequently Asked Questions

Welcome to the Help Desk. We are committed to helping our customers, but we realise it is not possible to offer 24/7 support. We have created this help desk to try and bridge the gap. Below are questions that we are frequently asked by our customers.

Using The Website

Click to view all Faqs about using the website

How do I add/remove/change products in my basket?

Adding a single product - Adjust the quantity as required using the plus/minus buttons or by entering manually, and then click the Add To Basket button. A popup will confirm the item has been added to your basket.

Adding multiple Products – On the printer listing pages you can add multiple products to your basket at once. To do this, adjust the quantities of the products you require using the plus/minus buttons or by entering manually, then click the Add Qtys To Basket button which is located at the top and bottom of the printer product listing frame. A popup will confirm the item(s) have been added to your basket.

Removing Products – To remove a product in your basket, click the View Basket button in the My Basket box (top of the right-hand column). Tick the box next to the products you wish to remove and click the Update button.

Changing quantities - To change the quantity of a product in your basket, click the View Basket button in the My Basket box (top of the right-hand column). Enter the new required quantity in the quantity box and click the Update button. You can adjust the quantities of multiple products but you must click the Update button for any changes to be saved.

My printer is not listed, does this mean you don't have the cartridges I require?

If your printer is not listed, first ensure that you are viewing the correct printer list. Each printer brand and type of printer has its own list. contact us and we will add your printer to the list, alternatively, if you know which cartridges your printer requires you can view a complete list of cartridges for a particular brand by clicking the link at the top of the page.

What are the advantages to creating an account?

By creating an account you will be able to shop faster, track your orders status, and keep records of the orders you have previously made. There are no disadvantages to having an account the feature is designed to help you.

I have lost my account password what should I do?

Go to the forgotten password page. Enter your e-mail address which you used to register and then click continue (click the continue button only once). You will be e-mailed a new password.

Once you receive the new password, we recommend you change it straight away to something that you can remember. To do this, login to your account and click "change my account password".

What credit/debit cards do you accept?

We accept payments from MasterCard, Switch Maestro, Visa Credit/Debit/Electron. We also accept Paypal payments.

Delivery

Click to view all Faqs about delivery

What is the cost of delivery and how long does it take?

Delivery on the majority of products is free. All free delivery products are market with the icon:

If your basket contains both free delivery and non-free delivery products, the cost is dependent on weight and this is calculated at checkout. The Free delivery products do not add weight to your order and therefore you're only charged for delivery on the non-free delivery product(s).

98% of orders arrive next working day via Royal Mail first class post.

Do you ship orders to addresses outside of the UK?

We currently DO NOT offer shipping outside of the United Kingdom.

What happens if I'm not home when my order is delivered?

If your order was shipped via Royal Mail first class delivery your postman will leave a card (free delivery orders are sent via Royal Mail). Your parcel will then be returned to your local sorting office / delivery depot for collection. Instructions and contact details of your local sorting office will be on the card.

If your order has been shipped via a courier, on their first delivery attempt the delivery driver will leave a card and try again the next working day. Failure on the second visit will result your parcel being held at your local depot. You will have to contact the company and arrange a time for delivery when someone is available to sign for the parcel. They will hold the parcel for a 5 working days, before returning it back to us.

Where's my order?

If you've not received your order within 5 working days, login to your account and check the status of your order. If your order status is marked as dispatched, check which delivery method was used for your order (All orders with free delivery are dispatched via Royal Mail first class). If your order was dispatched via royal Mail:

• Check around the outside of your address as postman sometimes leave parcels outside if they don’t fit through the letter box and no one is at home.

• Someone may have taken delivery on your behalf and forgotten to tell you i.e flat mate, a neighbour etc.

• Contact your local sorting office / delivery depot (not post office) and ask if they have any parcels for you.

If all of the above fail to locate your order please contact us quoting your order number and will we investigate further.

If the delivery method selected is via parcel courier and you have not received a calling card through your door, contact us quoting your order number and we will track the order.

Order Queries

Click to view all Faqs about orders

Where's my order?

If you've not received your order within 5 working days, login to your account and check the status of your order. If your order status is marked as dispatched, check which delivery method was used for your order (All orders with free delivery are dispatched via Royal Mail first class). If your order was dispatched via royal Mail:

• Check around the outside of your address as postman sometimes leave parcels outside if they don’t fit through the letter box and no one is at home.

• Someone may have taken delivery on your behalf and forgotten to tell you i.e flat mate, a neighbour etc.

• Contact your local sorting office / delivery depot (not post office) and ask if they have any parcels for you.

If all of the above fail to locate your order please contact us quoting your order number and will we investigate further.

If the delivery method selected is via parcel courier and you have not received a calling card through your door, contact us quoting your order number and we will track the order.

I received my order but some of the items were damaged.

If items in your order are damaged in transit and unsuitable for use, inform us stright away via the contact us page.

Once you inform us of the details of the damaged products, we can send out replacements and arrange for collection of the damaged goods.

I have ordered the wrong product by mistake, can I exchange it?

Yes, unwanted items can be returned, provided you contact us within 10 days of receiving the item. Any item you wish to return must be unopened and not damaged in anyway. You are responsible for the cost and safe return of the item.If the item arrives back with us in satisfactory condition you will be refunded, minus the original cost for sending the item to you.

If the returned item is not in what we class as saleable condition i.e. if it has been opened and/or damaged, no refund will be issued and if you wish to have the item returned to you, you must send a stamped address envelope or arrange collection via a courier company.

My printer model is not listed on the cartridge box, have you sent me the wrong cartridge?

It’s unlikely that we have sent you the wrong cartridge. The most probable reason your printer model is not listed on the cartridge box is that the boxes rarely display every single printer the cartridge is suitable for. This can be for a number of reasons; there isn’t enough space on the box, or the box was printed before the printer was on the market.

The best way to check if you have the correct cartridge is to compare the cartridge numbers with the ones that are already in the printer. If you’re still unsure, please contact us with your order number, printer model number and the cartridge you have received.

The cartridge I received has a piece of plastic attached, stopping it from fitting in the printer.

This is a protective device found on remanufactured ink cartridges to protect the print head from being damaged. To remove it lean the cartridge forward from the top.

Product Troubleshooting

Brother

My Brother printer model is not listed on the cartridge box

The most probable reason your printer model is not listed on the cartridge box is that the boxes rarely display every single printer the cartridge is suitable for. This can be for a number of reasons; there isn’t enough space on the box, or the box was printed before the printer was on the market.

The best way to check if you have the correct cartridge is to compare the cartridge numbers with the ones that are already in the printer. If you’re still unsure, please contact us with your order number, printer model number and the cartridge you have received.

The cartridge is not recognised by the printer

The most common cause of this is the contacts on the cartridge chip having some contaminates on them. This is unusually caused by touching the contacts with your fingers while installing the cartridge in the printer.

Remove the cartridge and check for any obvious signs of obstruction to the printer contacts from contacting the cartridge chip, then carefully reinsert the cartridge.

If this doesn't solve the issue, remove the cartridge again and using a clean cloth, and a small amount of degreaser such as WD40 or nail polish remover, clean the contacts on the cartridge (gold coloured squares), Once the chip contacts have been cleaned, carefully reinsert the cartridge.

*Tip* Kitchen roll, cotton buds and white spirit or any light degreasing liquid are all suitable materials. Using water is not recommended as it’s not a degreaser and also conducts electricity.

Another cleaning method is to gently rub the chip contacts with a pencil eraser to remove any static that may have been transferred during unpacking.

If this fails to solve the problem, contact us with your website order ID and details of the problem and we will investigate further.

The cartridge is printing, but with lines through it

This type of issue is caused when the ink is disrupted from flowing through the print head.

If you are using compatible cartridges first ensure that the tapes have been correctly removed from the breather holes on the top of the cartridges. To test this dab the bottom of the cartridge on a cloth while gently squeezing the sides. If the ink is flowing correctly a small amount of ink should appear on the cloth.
Run a print head clean via your printer’s driver software. Click File> Print, select the maintenance tab, and then print head clean. Once complete the printer should prompt you to perform a nozzle check. If the resulting nozzle check test page show gaps in the print, pick a document on your computer at random and print it, immediately followed by another print head clean.
If the result of the multiple print head cleans is not satisfactory, the cartridge may well be faulty. Contact us and we will send you a replacement if the cartridge is still within warranty.

Canon

My Canon printer model is not listed on the cartridge box

The most probable reason your printer model is not listed on the cartridge box is that the boxes rarely display every single printer the cartridge is suitable for. This can be for a number of reasons; there isn’t enough space on the box, or the box was printed before the printer was on the market.

The best way to check if you have the correct cartridge is to compare the cartridge numbers with the ones that are already in the printer. If you’re still unsure, please contact us with your order number, printer model number and the cartridge you have received.

Empty or Low ink warning after installing cartridges

If you’re receiving a low ink / empty cartridge warning after installing remanufactured canon ink cartridges, the following article will explain how to remedy the problem. Click here to view the article. This is relevant to remanufactured PG-37, PG-40, PG-50, PG-510 black cartridges and CL-38, CL-41, CL-51, CL-511 colour cartridges.

The cartridge is not recognised by the printer

The most common cause of this is the contacts on the cartridge chip having some contaminates on them. This is unusually caused by touching the contacts with your fingers while installing the cartridge in the printer.

Remove the cartridge and check for any obvious signs of obstruction to the printer contacts from contacting the cartridge chip, then carefully reinsert the cartridge.

If this doesn't solve the issue, remove the cartridge again and using a clean cloth, and a small amount of degreaser such as WD40 or nail polish remover, clean the contacts on the cartridge (gold coloured squares), Once the chip contacts have been cleaned, carefully reinsert the cartridge.

*Tip* Kitchen roll, cotton buds and white spirit or any light degreasing liquid are all suitable materials. Using water is not recommended as it’s not a degreaser and also conducts electricity.

Another cleaning method is to gently rub the chip contacts with a pencil eraser to remove any static that may have been transferred during unpacking.

If this fails to solve the problem, contact us with your website order ID and details of the problem and we will investigate further.

The cartridge is printing, but with lines through it

This type of issue is caused when the ink is disrupted from flowing through the print head. Depending on the type of cartridge your printer uses following the steps below. If you are unsure which type of ink cartridges you have, remove one of the cartridges look at the underside. If there is single hole in the bottom where the ink comes out, it’s an ink tank cartridge. If your cartridge has a small metal coloured plate on the bottom it is a print head cartridge (you may have to wipe the excess ink away to reveal the metal plate). If you are in any doubt email us and we’ll be happy to help.

Ink tank cartridges - First ensure that the breather holes on the top of the cartridges are not disrupted. To test this dab the bottom of the cartridge on a cloth while gently squeezing the sides. If the ink is flowing correctly a small amount of ink should appear on the cloth.
Run a print head clean via your printer’s driver software. Click File> Print, select the maintenance tab, and then print head clean. Once complete the printer should prompt you to perform a nozzle check. If the resulting nozzle check test page show gaps in the print, pick a document on your computer at random and print it, immediately followed by another print head clean.
If the result of the multiple print head cleans is not satisfactory, the cartridge may well be faulty. Contact us and we will send you a replacement if the cartridge is still within warranty.

Print head cartridges - First run a print head clean via your printer’s software. Click File> Print, select the maintenance tab, and then print head clean. Once complete the printer should prompt you to perform a nozzle check. If the results of the nozzle show gaps in the print, pick a document on your computer at random and print it, immediately followed by another print head clean.
If the results of the second nozzle check show no improvement cleaning the print head nozzles manually. A guide to cleaning the nozzles manually can be found here.
If the all of the above fails to produce satisfactory print quality, the cartridge may well be faulty. Contact us and we will send you a replacement if the cartridge is still within warranty.

The cartridge I received has a piece of plastic attached, stopping it from fitting in the printer

This is a protection device found on some remanufactured ink cartridges to protect the print head from being damaged. To remove it lean the cartridge forward from the top while applying downward pressure.

Dell

My Dell printer model is not listed on the cartridge box

The most probable reason your printer model is not listed on the cartridge box is that the boxes rarely display every single printer the cartridge is suitable for. This can be for a number of reasons; there isn’t enough space on the box, or the box was printed before the printer was on the market.

The best way to check if you have the correct cartridge is to compare the cartridge numbers with the ones that are already in the printer. If you’re still unsure, please contact us with your order number, printer model number and the cartridge you have received.

The cartridge is showing as empty, but I haven't printed anything yet

This is sometimes an issue with new models of compatible/remanufactured Dell cartridges. New models of Dell printers can detect third-party inks are being used and are programmed to give false ink level warning when compatibles are present.

The printer should still able to print until the cartridge is actually physically empty of ink. If your printer has a reset button hold it down for 5 seconds to disable the ink level monitor and clear the warning messages. If the printer refuses to print contact us quoting your order ID, printer model number.

The cartridge is not recognised by the printer

The most common cause of this is the contacts on the cartridge chip having some contaminates on them. This is unusually caused by touching the contacts with your fingers while installing the cartridge in the printer.

Remove the cartridge and check for any obvious signs of obstruction to the printer contacts from contacting the cartridge chip, then carefully reinsert the cartridge.

If this doesn't solve the issue, remove the cartridge again and using a clean cloth, and a small amount of degreaser such as WD40 or nail polish remover, clean the contacts on the cartridge (gold coloured squares), Once the chip contacts have been cleaned, carefully reinsert the cartridge.

*Tip* Kitchen roll, cotton buds and white spirit or any light degreasing liquid are all suitable materials. Using water is not recommended as it’s not a degreaser and also conducts electricity.

Another cleaning method is to gently rub the chip contacts with a pencil eraser to remove any static that may have been transferred during unpacking.

If this fails to solve the problem, contact us with your website order ID and details of the problem and we will investigate further.

The cartridge is printing, but with lines through it

This type of issue is caused when the ink is disrupted from flowing through the print head. First run a print head clean via your printer’s software. Click File> Print, select the maintenance tab, and then print head clean. Once complete the printer should prompt you to perform a nozzle check. If the results of the nozzle show gaps in the print, pick a document on your computer at random and print it, immediately followed by another print head clean.
If the results of the second nozzle check show no improvement cleaning the print head nozzles manually. A guide to cleaning the nozzles manually can be found here.
If the all of the above fails to produce satisfactory print quality, the cartridge may well be faulty. Contact us and we will send you a replacement if the cartridge is still within warranty.

The cartridge I received has a piece of plastic attached, stopping it from fitting in the printer

This is a protection device found on some remanufactured ink cartridges to protect the print head from being damaged. To remove it lean the cartridge forward from the top while applying downward pressure.

Epson

My Epson printer model is not listed on the cartridge box

The most probable reason your printer model is not listed on the cartridge box is that the boxes rarely display every single printer the cartridge is suitable for. This can be for a number of reasons; there isn’t enough space on the box, or the box was printed before the printer was on the market.

The best way to check if you have the correct cartridge is to compare the cartridge numbers with the ones that are already in the printer. If you’re still unsure, please contact us with your order number, printer model number and the cartridge you have received.

Installed compatible ink cartridges are grayed out / crossed red within the ink level monitor

Epson printers with the latest driver software installed are programmed to lock when they detect a mixture of both genuine Epson and third-party ink cartridges installed. They display a message saying the compatible cartridge(s) you have installed is “not compatible” and they will appear in the ink level monitor as greyed out or with red crosses next to them. This is basically a lie which is designed to trick the user into thinking the compatible cartridges installed are faulty. Read the following article for instructions on how to solve this issue – Click here to view the article.

The cartridge is not recognised by the printer

This can be caused for a number of reasons. If you have the latest Epson driver software installed and have a mixture of original cartridges installed, refer to the above question for more details on how to solve the issue.

Another possible cause is the contacts on the cartridge chip may have some contaminates on them. The most common cause of this is touching the contacts with your fingers while installing the cartridge in the printer. Remove the cartridge and check for any obvious signs of obstruction to the printer contacts from contacting the cartridge chip, then carefully reinsert the cartridge. If this doesn't solve the issue, remove the cartridge again and using a clean cloth, and a small amount of degreaser such as WD40 or nail polish remover, clean the contacts on the cartridge (gold coloured squares), Once the contacts on the chip have been cleaned, carefully reinsert the cartridge. *Tip* kitchen roll, cotton buds and white spirit or any light degreasing liquid are all suitable materials. Using water is not recommended as it’s not a degreaser and also conducts electricity.

Another cleaning method is to gently rub the chip contacts with a pencil eraser to remove any static that may have been transferred during unpacking.

If none of the above solve the problem, contact us with your website order ID and details of the problem and we will investigate further.

The cartridge is printing, but with lines through it

This type of issue is caused when the ink is disrupted from flowing through the print head.

If you are using compatible cartridges first ensure that the tapes have been correctly removed from the breather holes on the top of the cartridges. To test this dab the bottom of the cartridge on a cloth while gently squeezing the sides. If the ink is flowing correctly a small amount of ink should appear on the cloth.
Run a print head clean via your printer’s driver software. Click File> Print, select the maintenance tab, and then print head clean. Once complete the printer should prompt you to perform a nozzle check. If the resulting nozzle check test page show gaps in the print, pick a document on your computer at random and print it, immediately followed by another print head clean.
If the result of the multiple print head cleans is not satisfactory, the cartridge may well be faulty. Contact us and we will send you a replacement if the cartridge is still within warranty.

I am receiving the warning message “The installed cartridge is not a genuine Epson ink cartridge. Do you want to continue?”

This is a standard message Epson have programmed the printer to display if it detects one or more third-party (compatible) cartridges installed in teh printer. If you click Yes, printing will contuine. If you click No, you will be instructed to replace the cartridge with a genuine Epson product. The frequency in which the message appears will depend on which Epson driver software version is installed on the PC. Newer driver software may display this message every time you print. It is not possible to stop the message from displaying.

HP (Hewlett Packard)

My HP printer model is not listed on the cartridge box

The most probable reason your printer model is not listed on the cartridge box is that the boxes rarely display every single printer the cartridge is suitable for. This can be for a number of reasons; there isn’t enough space on the box, or the box was printed before the printer was on the market.

The best way to check if you have the correct cartridge is to compare the cartridge numbers with the ones that are already in the printer. If you’re still unsure, please contact us with your order number, printer model number and the cartridge you have received.

The cartridge is showing as empty, but I haven't printed anything yet.

The cartridge is showing as empty, but I haven't printed anything yet. This is sometimes an issue with new models of compatible/remanufactured HP cartridges. New models of HP printers can detect third-party inks are being used and are programmed to give false ink level warning when compatibles are present.

The printer should still able to print until the cartridge has actually physically run out of ink. If your printer has a reset button hold it down for 5 seconds to disable the ink level monitor and clear the warning messages. If the printer refuses to print contact us quoting your order ID, printer model number.

The cartridge is not recognised by the printer

The most common cause of this is the contacts on the cartridge chip having some contaminates on them. This is unusually caused by touching the contacts with your fingers while installing the cartridge in the printer.

Remove the cartridge and check for any obvious signs of obstruction to the printer contacts from contacting the cartridge chip, then carefully reinsert the cartridge.

If this doesn't solve the issue, remove the cartridge again and using a clean cloth, and a small amount of degreaser such as WD40 or nail polish remover, clean the contacts on the cartridge (gold coloured squares), Once the chip contacts have been cleaned, carefully reinsert the cartridge.

*Tip* Kitchen roll, cotton buds and white spirit or any light degreasing liquid are all suitable materials. Using water is not recommended as it’s not a degreaser and also conducts electricity.

Another cleaning method is to gently rub the chip contacts with a pencil eraser to remove any static that may have been transferred during unpacking.

If this fails to solve the problem, contact us with your website order ID and details of the problem and we will investigate further.

The cartridge is printing, but with lines through it

This type of issue is caused when the ink is disrupted from flowing through the print head. Depending on the type of cartridge your printer uses following the steps below. If you are unsure which type of ink cartridges you have, remove one of the cartridges look at the underside. If there is single hole in the bottom where the ink comes out, it’s an ink tank cartridge. If your cartridge has a small metal coloured plate on the bottom it is a print head cartridge (you may have to wipe the excess ink away to reveal the metal plate). If you are in any doubt email us and we’ll be happy to help.

Ink tank cartridges - First ensure that the breather holes on the top of the cartridges are not disrupted. To test this dab the bottom of the cartridge on a cloth while gently squeezing the sides. If the ink is flowing correctly a small amount of ink should appear on the cloth.
Run a print head clean via your printer’s driver software. Click File> Print, select the maintenance tab, and then print head clean. Once complete the printer should prompt you to perform a nozzle check. If the resulting nozzle check test page show gaps in the print, pick a document on your computer at random and print it, immediately followed by another print head clean.
If the result of the multiple print head cleans is not satisfactory, the cartridge may well be faulty. Contact us and we will send you a replacement if the cartridge is still within warranty.

Print head cartridges - First run a print head clean via your printer’s software. Click File> Print, select the maintenance tab, and then print head clean. Once complete the printer should prompt you to perform a nozzle check. If the results of the nozzle show gaps in the print, pick a document on your computer at random and print it, immediately followed by another print head clean.
If the results of the second nozzle check show no improvement cleaning the print head nozzles manually. A guide to cleaning the nozzles manually can be found here.
If the all of the above fails to produce satisfactory print quality, the cartridge may well be faulty. Contact us and we will send you a replacement if the cartridge is still within warranty.

I ordered a HP 364XL black but the cartridge I received is different (thinner) than the one currently in the printer.

HP recently changed the design of the 364XL black, from a thick cartridge, to one the same thickness as the colour cartridges. The new version of the HP 364XL black works in the same slot in the printer as the old thinker one, it sits in the centre of the black cartridge slot. More info about the changes to the HP 364 black can be found here.

The cartridge I received has a piece of plastic attached, stopping it from fitting in the printer

This is a protection device found on some remanufactured ink cartridges to protect the print head from being damaged. To remove it lean the cartridge forward from the top while applying downward pressure.

Lexmark

My Lexmark printer model is not listed on the cartridge box

The most probable reason your printer model is not listed on the cartridge box is that the boxes rarely display every single printer the cartridge is suitable for. This can be for a number of reasons; there isn’t enough space on the box, or the box was printed before the printer was on the market.

The best way to check if you have the correct cartridge is to compare the cartridge numbers with the ones that are already in the printer. If you’re still unsure, please contact us with your order number, printer model number and the cartridge you have received.

The cartridge is showing as empty, but I haven't printed anything yet

This is sometimes an issue with new models of compatible/remanufactured Lexmark cartridges. New models of Lexmark printers can detect third-party inks are being used and are programmed to give false ink level warning when compatibles are present.

The printer should still be able to print until the cartridge has actually physically run out of ink. If your printer has a reset button hold it down for 5 seconds to disable the ink level monitor and clear the warning messages. If the printer refuses to print contact us quoting your order ID, printer model number.

The cartridge is not recognised by the printer

The most common cause of this is the contacts on the cartridge chip having some contaminates on them. This is unusually caused by touching the contacts with your fingers while installing the cartridge in the printer.

Remove the cartridge and check for any obvious signs of obstruction to the printer contacts from contacting the cartridge chip, then carefully reinsert the cartridge.

If this doesn't solve the issue, remove the cartridge again and using a clean cloth, and a small amount of degreaser such as WD40 or nail polish remover, clean the contacts on the cartridge (gold coloured squares), Once the chip contacts have been cleaned, carefully reinsert the cartridge.

*Tip* Kitchen roll, cotton buds and white spirit or any light degreasing liquid are all suitable materials. Using water is not recommended as it’s not a degreaser and also conducts electricity.

Another cleaning method is to gently rub the chip contacts with a pencil eraser to remove any static that may have been transferred during unpacking.

If this fails to solve the problem, contact us with your website order ID and details of the problem and we will investigate further.

The cartridge is printing, but with lines through it

This type of issue is caused when the ink is disrupted from flowing through the print head. Depending on the type of cartridge your printer uses following the steps below. If you are unsure which type of ink cartridges you have, remove one of the cartridges look at the underside. If there is single hole in the bottom where the ink comes out, it’s an ink tank cartridge. If your cartridge has a small metal coloured plate on the bottom it is a print head cartridge (you may have to wipe the excess ink away to reveal the metal plate). If you are in any doubt email us and we’ll be happy to help.

Ink tank cartridges - First ensure that the breather holes on the top of the cartridges are not disrupted. To test this dab the bottom of the cartridge on a cloth while gently squeezing the sides. If the ink is flowing correctly a small amount of ink should appear on the cloth.
Run a print head clean via your printer’s driver software. Click File> Print, select the maintenance tab, and then print head clean. Once complete the printer should prompt you to perform a nozzle check. If the resulting nozzle check test page show gaps in the print, pick a document on your computer at random and print it, immediately followed by another print head clean.
If the result of the multiple print head cleans is not satisfactory, the cartridge may well be faulty. Contact us and we will send you a replacement if the cartridge is still within warranty.

Print head cartridges - First run a print head clean via your printer’s software. Click File> Print, select the maintenance tab, and then print head clean. Once complete the printer should prompt you to perform a nozzle check. If the results of the nozzle show gaps in the print, pick a document on your computer at random and print it, immediately followed by another print head clean.
If the results of the second nozzle check show no improvement cleaning the print head nozzles manually. A guide to cleaning the nozzles manually can be found here.
If the all of the above fails to produce satisfactory print quality, the cartridge may well be faulty. Contact us and we will send you a replacement if the cartridge is still within warranty.

The cartridge I received has a piece of plastic attached, stopping it from fitting in the printer

This is a protection device found on some remanufactured ink cartridges to protect the print head from being damaged. To remove it lean the cartridge forward from the top while applying downward pressure.

Fax Machine Ink

My fax machine model is not listed on the cartridge box

The most probable reason your fax machine is not listed on the cartridge box is that the boxes rarely display every single model the cartridge is suitable for. This can be for a number of reasons; there isn’t enough space on the box, or the box was printed before the machine was on the market.

The best way to check if you have the correct cartridge is to compare the cartridge numbers with the ones that are already in the machine. If you’re still unsure, please contact us with your order number, machine model number and the cartridge you have received.

The cartridge is not recognised by the Fax Machine

The most common cause of this is the contacts on the cartridge chip having some contaminates on them. This is unusually caused by touching the contacts with your fingers while installing the cartridge in the fax machine.

Remove the cartridge and check for any obvious signs of obstruction to the fax machine contacts from contacting the cartridge chip, then carefully reinsert the cartridge.

If this doesn't solve the issue, remove the cartridge again and using a clean cloth, and a small amount of degreaser such as WD40 or nail polish remover, clean the contacts on the cartridge (gold coloured squares), Once the chip contacts have been cleaned, carefully reinsert the cartridge.

*Tip* Kitchen roll, cotton buds and white spirit or any light degreasing liquid are all suitable materials. Using water is not recommended as it’s not a degreaser and also conducts electricity.

Another cleaning method is to gently rub the chip contacts with a pencil eraser to remove any static that may have been transferred during unpacking.

If this fails to solve the problem, contact us with your website order ID and details of the problem and we will investigate further.

The cartridge I received has a piece of plastic attached, stopping it from fitting in the fax machine

This is a protection device found on some remanufactured ink cartridges to protect the print head from being damaged. To remove it lean the cartridge forward from the top while applying downward pressure.

The ink film is sticking to the paper and getting pulled through with the paper

General Universal Problems

Why does my printer print out an extra blank page?

Check you have the latest driver software installed. To do this, go to the manufacturer’s website and under the Help & Support (or similar) section download the driver software for your printer model & operating system, then install it.

Ensure the printer default paper size is set to A4 and not Letter. Many software packages default to Letter which sometimes causes this kind of issue.

Another common cause of this problem can be too much white space at the end of the document. To ensure the print fits onto the correct number of pages, click "Print Preview" on the toolbar (page & magnifying glass icon in most MS applications). At the top is should say how many pages the documents fits onto. If it's more than the desired number, try making it smaller, or check for white space at the end of the document. To check this, highlight the entire document and if the blue highlighted area stops a long way after the end of the document, delete the white space.

Printing Tips & Information

Click to view all Tips & Tricks

Add your printer to "SendTo" Menu (Windows XP)

Print documents without opening them by adding your printer to the “SendTo” menu (accessed when you right-click a document icon).

1. From the start menu Click>Run
2. Type “sendto” and Click OK button. This will open the SendTo file and display it in a window.
3. While the Sendto window in open, click Start button and select Printers & Faxes from the menu.
4. Drag the desired printer from the Printers and Faxes window into the Sendto Window.
5. Close the two windows.

This will create a shortcut to the printer on the SendTo menu. To test, right click a document and scroll to the SendTo menu and the printer should appear in the menu.

Keep your Printer Drivers up-to-date

Printer Drivers are the software the computer uses to control the printer functions and performance. Having the latest printer drivers installed will greatly improve your printer's performance. Check your printer manufacturer's web site to verify that you have the latest print driver. The drivers are usually downloadable in the Help & Support or similar section.

Click to view all Faqs about products in general

Are compatible cartridges too good to be true?

We can’t comment on other brands of compatible and remanufactured cartridges but the products we offer are of the highest quality.

All our cartridges come with a 100% no quibble money back guarantee. If you are experiencing any problems with any products bought from our website please contact us and we guarantee to solve the problem in a quick and efficient manner.

Will using compatible or remanufactured cartridges invalidate my printer's warranty?

It's a fact that printer manufacturer's do not want you to use compatible, remanufactured, refilled or any cartridges other than their own. The reason being is that they sell printers in most cases at cost price (i.e. they don't make any money from a sale of a printer). They make there profits from selling cartridges.

A company i.e. a printer manufacturer can't sell a product under the pretence that the consumer must buy replacement parts from a particular company this is called a monopoly and is illegal in the United Kingdom. However some printer manufacturers try to get around this by stating in their warranties that if the printer is damaged as a result of using third party products i.e. compatible cartridges, then the printer's warranty is void. So in the event of a warranty claim if you inform them that you have used compatible cartridges in the printer, they will automatically say that the cartridges are to blame and they therefore don't have to repair or replacement the printer at their cost. So, the best thing to do is...

What is an "Original" or "OEM" cartridge?

An original or OEM (Original Equipment Manufacturer) is a cartridge that is manufactured by the company that made the printer. The advantages and disadvantages of OEM cartridges are as follows:

• Highly reliable performance and colour representation.
• Readily available cartridges for new printer models.
• Expensive to buy compared to alternatives.

What is a "Remanufactured" cartridge?

A remanufactured cartridge or recycled cartridge is a cartridge that has been used and then professionally refilled and refurbished. Cartridges that are remanufactured are only types of cartridges which have the print head incorporated into the cartridge. Due to the nature of recycling, remanufactured cartridges have a failure rate of around 5%. The advantages and disadvantages of buying remanufactured cartridges are as follows:

• Volume of ink equal to or sometimes greater than OEM product.
• Lower purchase price.
• Higher percentage failure rate than OEM products.

What is a "Compatible" cartridge?

A compatible cartridge is a brand new cartridge manufactured by an independent company. A compatible cartridge does not incorporate a print head, it is simply an ink tank that sits on top of a fix print head which is attached to the printer. Compatible cartridges are commonly available for Brother, Epson, Canon and Xerox printers. The advantages and disadvantages of compatible cartridges are as follows:

• Reliability and the number of pages printed equal to OEM product.
• Up to 70% saving over OEM product.
• Slight variation in colour depth and shades compared to OEM product.

Which are the best cartridges to buy?

This varies depending on individual requirements. For example if you’re buying cartridges for photographic printing and you want the best possible colour representation and reliability then we would suggest original cartridges.

If you are unsure what cartridges to buy for your particular requirements and would like so advice please contact us and we will be happy to help.

Do you offer a warranty on your products?

Yes, we offer warranties on all products. For more information on our warranty policies see the terms and conditions page.

Schools & Government Authorities

Click to view all Faqs for Schools & Goverment buyers

I am the buyer for a School or Government authority. How do I place an order?

All information for School and Government authority buyers can be found on our Schools and Government organisations page.

Website Security

Click to view all Faqs about our website security

Is it safe to pay for my order online?

Yes it perfectly safe to order your products online at cfbsupplies.co.uk. Our secure payment page (where you enter your card details) is hosted on HTTPS servers, which use the SSL protocol and 128bit encryption. Transactions are therefore secure and reliable. Look for the locked padlock symbol at bottom of your browser window to confirm that you have entered a secure page.

What does Verified by Visa mean?

Verified by Visa a security feature implemented by Visa Europe. It provides protection for you against unauthorised use of your visa card. A bit like chip and pin for internet shopping.

Once signed up for verified by Visa you will be automatically prompted for your password each time you make a purchase online. (You choose your password when you sign up for the service). This ensures only you can use the card for online transactions.

For more information or to sign up for verified by Visa, visit the official verified by Visa website

What does SecureCode by MasterCard mean?

SecureCode by MasterCard is a security feature implemented by MasterCard. It provides protection for you against unauthorised use of your MasterCard. A bit like chip and pin for internet shopping.

Once signed up for SecureCode by MasterCard you will be automatically prompted for your SecureCode each time you make a purchase online. (you choose your SecureCode when you sign up for the service). This ensures only you can use the card for online transactions.

For more information or to sign up for SecureCode by MasterCard, visit the official SecureCode by MasterCard website .

What is Sage Pay?

Sage Pay (formerly called Protx) provides our secure online credit and debit card payment page. They currently serve thousands of online and mail order businesses across the UK and have become the largest independent Payment Service Provider in the country. They apply stringent levels of fraud screening, ensuring that your details remain secure throughout the transaction process.

How do I pay via Paypal?

When completing checkout select Paypal from the payment options and click continue. Click to confirm the order and you will be redirected to the Paypal website. Enter your Paypal username and password and log in to your Paypal account. Once logged in the total amount payable with be automatically transferred to make a payment click the pay button. You will then be informed whether your payment was successful or not. If your payment is successful it is important that you DO NOT close your browser as after a few seconds you will be automatically redirected back to cfbsupplies.co.uk to confirm your order.

About Us

Click to view all Faqs about us

Are you VAT registered?

Yes we are VAT registered and all orders are accompanied with a full VAT receipt. Our VAT registration number is: 793 4510 14

Where in the UK are you based?

We are based in South Wales, in a the county of Bridgend which is around 20 miles from Cardiff. .

How do I contact you?

Post: CFB Supplies, Unit 4, Pyle Enterprise Centre, Village Farm Road, Village Farm Industrial Estate, Pyle, CF33 6BL
Telephone: 01656 749808
Fax: 01656 670890
E-mail: info@cfbsupplies.co.uk
support@cfbsupplies.co.uk


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