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General Return Policy

Canada Toner – General Return Policy

Returns of Defective Products – For Refund or Replacement

We accept returns of defective compatible and remanufactured items within 180 days of purchase for a refund or replacement, following the guidelines below:

  • Do not ship any product until a Return Merchandise Authorization (RMA) is approved.

  • To obtain an RMA:

    • Visit your Order History in your online account and click Start RMA.

    • Or contact us with your order number:
       1-855-537-6663
      [email protected]

Conditions:

  • A prepaid return shipping label will be emailed to you upon RMA approval. The cost of return shipping (varies by location and package size) will either be covered by Canada Toner or deducted from your refund, depending on the case.

  • You must print and attach the label and drop the parcel off with the specified courier.

  • The RMA is valid for 10 calendar days from the date of issue.

  • Refunds will exclude:

    • Original shipping fees (actual courier charges, not promotional flat rates)

    • Restocking fees (15%–25%), depending on product type and location.

 Note: All defective cartridges must be at least 75% full to be accepted. Used or empty cartridges are not eligible for refund or replacement.

 Shelf Life Recommendation:
Ink cartridges – 1 year
Toner cartridges – 2 years
Performance may degrade after this period.

OEM (Original Manufacturer) Products

For defective OEM items (e.g., HP, Brother), returns must be processed directly with the manufacturer. Canada Toner does not handle returns on behalf of OEM brands. Contact us for guidance and we’ll assist you in reaching the correct manufacturer.

Returns of Non-Defective Compatible & Remanufactured Items

We accept returns of unused, unopened items within 90 days of purchase under the following conditions:

  • Refunds are issued minus:

    • 15%–25% restocking fee

    • Actual shipping fees charged by the carrier (not the promotional flat rate)

  • Return shipping is the customer's responsibility. However, we can arrange:

    • A prepaid label and courier pickup

    • The cost of return shipping will be deducted from your refund upon confirmation.

?? Items must be in original, unused, unopened packaging to qualify.

  • RMA is valid for 10 days from issue date. After that, it expires and cannot be reopened.

  • Items returned after 180 days are not eligible for return or refund.

  • The RMA number must be written on the outside of the shipping box (not the product box).

  • We recommend using trackable shipping methods (FedEx, UPS, Purolator).
    Please email your tracking number to [email protected].

Returns Due to Shipping Damage

If your order arrives damaged:

  • Contact us within 5 business days of delivery.

  • Do not discard packaging or product.
    Send us photos of the damaged items and packaging as received.

  • We will file a shipping claim and either:

    • Arrange for courier pickup/inspection

    • Or issue an RMA and request return to our warehouse.

After verifying the damage was due to shipping, we will send a replacement at no cost.

Lost Shipments and Incorrect Addresses

If your tracking shows no delivery confirmation after 10 business days, contact us to initiate an investigation. If the courier declares the package lost:

  • We will issue a refund or replacement, free of charge.

Note: If tracking shows delivery was made to the correct address and signed for, no refund or replacement can be provided.

If your order is returned to our warehouse due to:

  • Incorrect address

  • Delivery issues

  • Incomplete information

We will contact you to verify the correct address. Reshipping will be at your expense.

Wrong Items Shipped

  • Manufacturers may use different codes for compatible items; the box code may not match our website.

  • If you believe the item is incorrect:

    • Do not open the packaging

    • Start an RMA via your account or contact us directly

Once verified, we will:

  • Ship the correct replacement

  • Send you a prepaid return label for the incorrect item

When Are Refunds or Exchanges Processed?

  • Once your return is received and inspected, we process your refund or replacement within 3 business days

  • Please allow an additional 3–5 business days for the refund to appear on your original payment method

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