Terms and Conditions

When is your store open?

Our store will be online 24/7, and if you need to contact us we are open from 8.45am – 5pm Monday to Thursday, and 9am to 4pm Friday. We will be closed on bank holidays and over the Christmas holidays. Bank holidays dates for closure in 2020 are:-

1st January 2020 New Years Day
10th April 2020 Good Friday
13th April 2020 Easter Monday
8th May 2020 Early May Bank Holiday
25th May 2020 Spring Bank Holiday
31st August 2020 Summer Bank Holiday
25th December 2020 Christmas Day
26th December 2020 Boxing Day

Please note that the last shipping day for 2020 for online store orders will be Wednesday the 16th of December. Any orders placed after this date will be shipped on our first working day back in 2021.

I have a question about a product what do I do?

You can find out more about all of our products on our website, or alternatively, you can contact us on +44 (0)1207 290266 between the times stated above. You can also e-mail us at info@martelinstruments.com and someone will get back to you.

I no longer want the item i ordered and want to cancel for a refund

We accept cancellations if they are made within 14 days from the date they are delivered. You then have a further 14 days to get the items shipped back to us. Please note, that we cannot refund any carriage charges, and the return shipment will be at your expense.

My printer is faulty

Your printer comes with a 12-month warranty from date of purchase. If you need to send your printer back please get in touch with us on +44 (0)1207 290266 so we can arrange an RMA number. We will not take any printers back without an RMA number. We also will not refund or replace your printer if it is damaged as a result of neglect or abuse.

My printer is no longer in warranty and it’s broken

If your printer is broken, and it’s no longer in warranty, we can repair your printer for you at a charge. If you contact us at +44 (0)1207 290266 we will discuss the issues and arrange an RMA number for you.

I’ve changed the paper roll and my printer is no longer printing

All of the mobile printers available on this store are thermal printers. Please ensure that when you change a printer roll it is a thermal roll, otherwise, your printer won’t work. If you require any further assistance, please call us on +44 (0)1207 290266 and we will help to assist you.

Another item I bought is faulty

If you need to send another item back, the same policy stands and you must contact us on +44 (0)1207 290266 and we will arrange an RMA number for you to send it back. We will not take any items back without an RMA number. We also will not refund/replace any items if they are damaged as a result of neglect or abuse.

I have received an incorrect item / an item from my order is missing

Whilst we do our best to double check and make sure we send you the correct items, sometimes mistakes do happen. If you have received an incorrect item or an item is missing, please contact us within 5 working days from delivery of your items, and we will make arrangements to pick up the incorrect item/ship you the missing item the next working day at our carriage cost. Please note that if you do not report this within 5 working days from delivery of your items Martel Instruments Ltd are not held responsible and will not issue a refund/replacementt.

Same day dispatch

If you order your item before 11.59am on a working day, we will aim to dispatch the same day. However, sometimes issues beyond our control arise, and this cannot be achieved. If you order after 11.59am, or it is a weekend, bank holiday or any of the dates listed above, your order will be dispatched the next working day. Martel reserve the right to not dispatch the same day, and no discounts will be given.


If you order your items before 11.59am they will be shipped the same working day. If you order after 11.59am you items will be shipped the next working day.

We do not ship on weekends, public holidays and any dates listed above.

Delivery to the UK

We offer free next day delivery to the UK if your order is over £35.00. If your order is under £35.00 carriage will be charged at £7.50.

Please note that Martel are not responsible for any delays that are caused by UPS and a refund on carriage will not be issued.

Delivery to the ROW

Delivery to the ROW charges are:-

France £19.50
Germany £19.50
Italy £19.50
Spain £19.50
Canada £29.50
USA £29.50
ROW £35.00

Please note, Martel Instruments LTD reserve the right to change all carriage charges.

Please also note that Martel are not responsible for any delays that are caused by UPS and a refund on carriage will not be issued.

VAT codes in Europe

If you have placed an order from a European country, and are exempt from paying VAT, we require your VAT company code before the order can be processed. When you receive your confirmation of order e-mail, it will ask for you to reply with the VAT code. If the e-mail is left unanswered, a member of staff will get in touch. Unfortunately, until we receive the code, the order cannot be processed or dispatched.

Duties and Taxes

Martel Instruments are not responsible for any duties and taxes, the receiver must pay all charges.

Can i track my order?

Yes, once your item has been shipped you will receive a tracking number via e-mail which you can use to track via the UPS website.

I haven’t received my order and it’s after the estimated delivery date

Whilst we work hard to ensure that all of our items get to places on time, there sometimes is problems beyond our controls, such as weather issues. If you would like us to look into this for you please contact us on +44 (0)1207 290266, or you can contact UPS on 0345 787 7877 and they will happily assist you with any information that they can.

Please note that Martel are not responsible for any delays that are caused by UPS and a refund on carriage will not be issued.

Can my order be shipped to an alternative address to my billing address?

Yes, you can fill in the shipping and billing address at the checkout

I wasn’t in when my delivery was made and missed it, what do i do now?

UPS will attempt to redeliver the item the next working day. If you miss the delivery again, the item will be sent back to Martel Instruments Ltd, and a refund will be issued. However, the refund will be minus the carriage charge for your country group (even if the free carriage was issued) along with an added charge of £15 to cover the return of the item to Martel Instruments Ltd, and an admin fee.

Why do you need my telephone number when completing a purhcase?

We have to put a contact telephone number on the shipping information for UPS so they can contact you if there is any queries. Your details will be for our records only, and won’t be passed onto any other third party companies.

I have a voucher code for a discount and it’s not working

At different periods, we offer different promotions on our online store. If you have a voucher or promo code, please make sure you are typing the correct code in, and that the promotion is still running. If you have checked all of these, and the voucher / promo code still isn’t being accepted, please contact us on +44 (0)1207 290266.


By placing an order on our online store, you have agreed to all of our terms and conditions.