Returns

There are 2 different types of returns, faulty goods and incorrectly ordered goods.

If you order incorrect goods we are happy to take them back with just a few conditions:

1. Please contact us first to obtain a Return Authorisation Number. Returned goods cannot be accepted without a Tonerpak Return Authorisation Number.
2. As a rule we cannot give credits for returns where the goods are over 3 months old from the invoice date. Incorrectly ordered goods must be returned in original packaging which is still intact. We cannot accept any incorrectly ordered goods which have been opened or if the packaging is damaged or defaced in any way. Before opening the package please check that goods are suitable for the purpose they were purchased for. (For example, check the package of a cartridge to make sure the cartridge fits your printer.) If you are not at all sure feel free to contact us as sometimes certain cartridges are compatible with several different brands of machine.
3. When returning incorrectly ordered goods please pack them in another box so that the original packaging will not be damaged by stickers, courier handling etc.
4. It is your responsibility to pay the freight charges to the Tonerpak warehouse. It is the customers responsibility to ensure they have a proof of delivery for goods returned to us. Goods that are shipped freight on or receiver to pay will be rejected at goods inwards in our warehouse, leaving the courier responsible.
5. Return Authorisations are only valid for 14 days.
6. All incorrectly ordered goods returned to Tonerpak will incur a 20% restocking fee.

Faulty goods can be returned with these conditions:

1. Please contact us first to obtain a Return Authorisation Number. Returned goods cannot be accepted without a Tonerpak Return Authorisation Number.
2. As a rule we do not give credits for returns where the goods are over 3 months old from the invoice date. This is due to manufacturers restraints, not our wishes. Exceptions are made for some products where we have specific latitude given to us by the manufacturer of the product.
3. Laser or copier returns cannot and will not be processed without printed pages from the cartridge in question. There will be no exceptions as we are unable to obtain credits without these.
4. Most cartridges have to be over a minimum weight before we can accept them for return.
5. If the product has been refilled or tampered with in any way, the credit will be rejected.
6. All cartridges must be sealed and secured to ensure they do not leak or get lost in transit.
7. We pay shipping for the return of faulty cartridges - but please, first wait for a return authorization number from us, and then wait for us to advise you of our preferred return method. Sorry, we can't pay freight on unauthorised returns.
8. Return Authorisations are only valid for 14 days.
9. In the case of cartridges: Once we have received the cartridges, we will then evaluate them and contact you to advise the result.
   In the case of hardware (printers etc) please contact the manufacturer to have repairs carried out under warranty. If you need assistance we are happy to help, just contact us.
10. We are sympathetic when it comes to returns and will consider all requests for returns which do not meet these criteria on a case by case basis.

To return goods, follow the rules below:

• Please refer to our Returns Policy (above) before filling out Return Authorisation Number request form.
• A copy of the RA form issued is to be attached to returned goods (along with a sample of faulty print for laser and copier cartridges), or goods will be returned upon arrival. Laser and copier returns cannot be processed without a sample of print. No exceptions.
• All incorrectly ordered goods returns must be unopened and in saleable condition otherwise credit may be rejected.
• If the product has been refilled or tampered with in any way it will be rejected.
• Seal and secure all goods to ensure unbroken arrival without leakage or loss in transit.
• A 20% restocking fee will apply to goods being returned where original fault of supply lay not with Tonerpak.
• Faulty product may be credited, refunded or replaced.
• Freight on returned incorrectly ordered goods will not be paid by Tonerpak.

Once a refund is approved by us, we will refund you within 1 business day using the same payment method you used on your original order.

Thank you for ordering from Tonerpak!