RETURNS and REFUNDS
Please do not ship any product until your Return Merchandise Authorization is approved.
To obtain an RMA form, please contact us at Toll free
855-537-6663 or e-mail : [email protected]
Returns are accepted on compatible and remanufactured items for up to 180 Days from date of purchase subject to conditions listed below.
Once your RMA has been approved and if the return date is within 180 Days of the purchase date, you will be receiving an e-mail from the courier company with a link to a pre-paid label (that means that we pay for the shipping) that you have to print and stick on the package. Our return address and all the information we need including the RMA # will be on the label. Then, simply drop of the package at the courier company provided on the RMA label. If the return date is after 90-days of the purchase date, you will need to ship the items back at your expense.
The RMA number is valid for 10 calendar days from the date of issue. We will email you several reminders if we have not received the return package. Please return it promptly to insure timely refund or replacements.
Estimated print yields are not a guarantee of minimum life and are not covered under warranty or return policy. Actual usage should be used to establish the life of the supply product in each users specific application. Many factors, such as print coverage per page, paper type and size, model type and environmental conditions can affect supply life.
Please note that all returned cartridges must be at least 75% full, otherwise we will not be able to accept them. Unfortunately in our experience some people have used the entire cartridge and then sent it back asking for a refund. If a returned cartridge is less than 75% filled we will notify you by email. If you want the cartridge back we can send it at your expense, only if its claimed within 15 days from the date you were notified
RETURNS OF NON-DEFECTIVE COMPATIBLE AND REMANUFACTURED ITEMS
If the return date is within 90-days of date of purchase, you can return the items for a full refund (less restocking 15% - 25% fees and the original shipping charges) Canada Toner will not pay for the return shipping. The RMA number is valid for 10 calendar days from the date of issue, after this period the RMA will be closed and cannot be reopened.
If the return date is after 180 Days of date of purchase, you cannot return the items.
All non-defective products (items ordered wrong, items no longer needed, printer broke, etc.) must be returned in the original packaging in as-new condition (unused and unopened).
All non-defective items must be returned by the customer at their expense once the RMA is approved (customers will receive an email confirmation). The RMA number must be written on the outside of shipping box, not the actual product packaging.
It is advised to ship via a traceable method such as FedEx, UPS or Purolator and keep a copy of the tracking number. Please email the tracking number once available to [email protected] If the package is lost or not delivered to us, we will not be able to issue the refund.
SHIPPING DAMAGE RETURNS
If you receive a product that is damaged by shipping, please initiate a return authorization request within 5 business days after receipt of the package. Do not throw away or alter any of the product and packaging, we will need a picture of the damage package in the same condition as it was received in order for us to properly establish that the damage was due to shipping, and not due to some other cause. We will not accept claims for shipping damage if any of the packaging or contents have been altered or discarded. Depending on the original shipping source, we will process the damage claim in one of two ways:
For some claims, we will have to contact the shipping company and file a claim to have the shipping company schedule a pickup and inspection of the package from the customer location.
For some other claims, we will issue a return authorization number for you to return the package to our returns warehouse, following the normal return procedure.
After we are able to properly establish that the product was damaged during shipping, Canada Toner will replace damaged products free of charge based on return policy.
LOST ORDERS AND WRONG ADDRESSES
If you tried tracking the order via the courier company and you can’t see a delivery confirmation or other delivery activity, it’s possible that the shipment is in transit and still out for delivery. If it’s been more than 10 business days, it’s possible that the shipment is lost in transit.
If the shipment is lost by the courier company, a claim has to be filed. Canada Toner will file the claim and continue to follow-up with the courier company until the shipment is arrived or declared lost. Once the claim is accepted by the courier company, we will be able to issue either a replacement at no cost or a refund.
However, when a shipment shows delivered or signed and shipped to the correct address, no claim can be made and we cannot issue a replacement or a refund.
If by any reason the shipment is returned to our warehouse, (the shipping address is incorrect, the shipping method was chosen incorrectly, the courier is unable to locate the recipient, etc.); we will contact you via telephone or email to re-confirm the shipping address. Then we will reship the items to the correct address at your expense.
WRONG ITEMS SHIPPED
Please note that the item codes on the boxes may differ from the ones on our website. Different manufacturers may use different codes for the same item. Since the compatible and remanufactured items work in many printers, it is possible that your printer may not be listed.
If you still believe that you have received the wrong item, complete the Returns and Exchange Form.
Once the RMA is processed by our representative we will send a replacement at no cost to you. You will also receive a pre-paid return label from the courier company to use in returning the wrong item shipped.
WHEN ARE REFUNDS/EXCHANGES PROCESSED?
Once the returned item/s are received at our location, we will inspect them and process the refund or replacement. Our normal turn-around time is 3 business days. Please allow an additional 3-5 Business days to see the credit back on your credit card statement. Your original method of payment will be credited after your return is received.