for Product Returns
First and foremost you NEED to make sure you call us before
shipping any product back to us!
You will need to obtain a RMA number (Return Merchandise
Authorization) before we can accept any product back.
Please do not
just ship any product to us until the RMA has been approved.
Here are the SIMPLE BASIC rules
for obtaining a RMA number to return a product:
1. RMA NUMBERS :
- Are only valid for 30 days.
- Please be sure to write the RMA number on the OUTSIDE of the return package.
/ REMANUFACTURED SUPPLIES :
- RMA numbers will be
approved for compatible and remanufactured supplies purchased from Affordable
Cartridge & Toner Depot, Inc. if returned within 6 months from the date of purchase if:
- The product is still in the original packaging and has NOT been opened or altered in
- The product was opened and partially used and then found to
be defective. The product must be at least 70% full to be considered
defective. Enclose a sample of the problem.
3. ORIGINAL /
BRAND NAME SUPPLIES :
- RMA numbers will be approved for OEM
(Original Equipment Manufacturer) supplies purchased from Affordable Cartridge
& Toner Depot, Inc. if returned within 30
days from the date of purchase if:
- The product has NOT
been opened. All unopened OEM
products will be subject to a 15% restocking fee.
- If the product was opened it CANNOT be returned for any reason. If the OEM product seems to be defective for
any reason, you will need to return it to the manufacturer. See our listing for their phone numbers.
4. WRONG PRODUCTS SHIPPED:
- There is always a
slight possibility that you may receive the wrong product. If for any reason that may happen:
- You have 30 days
from the date of the purchase to inform us of the error and start the return
- Our website lists the original manufacturer’s item code for
each item. Sometimes, different
manufacturers of compatible and or remanufactured products will have a
different number on their box. Usually
they will list the machine number that it goes into, but not always.
- If you believe you received the wrong product, PLEASE CALL us before you open the box
so we can verify the product that you received will fit into your machine!
- If you are certain that you have received the wrong product,
you will need to complete the Returns and Exchange
- Once we have determined that we have indeed shipped the
wrong product to you, we will issue you a RMA number and we will email or fax
you a pre-paid shipping label for you to return the incorrect product back to
us ASAP. Once we receive the product back, we will
inspect the item and process your refund or replacement at no additional cost
DAMAGED IN SHIPPING :
- Please call us ASAP upon receipt of the
damaged goods, or at least within 5 business days after receipt of the damaged
package to start the return authorization request.
important to remember, we need you to keep the original
packaging the way you received it. DO NOT throw it away or alter it
in any way!!!
- If you can, take a picture
of the damaged shipping package and email it to us to expedite the process. We eventually will have to have a picture of
the damaged box to properly document that the damage occurred due to shipping,
and not because of any other reason or situation.
- Please remember we CANNOT
accept any claims for shipping damages if you altered or do not return the
damaged shipping packaging to us.
- This is how we will process
your shipping damage claim:
- We will contact the shipping company
and file a claim with them. They will
schedule a pickup of the product and inspect the package at your location. If they agree that they were responsible for
the damage, they will take the product and return it to us.
- We may decide to immediately give
you a RMA number for you to then ship the entire package inside a larger new
package directly to our warehouse.
- After we receive
the damaged package and determine that it was indeed damaged in the shipping
process, we will replace the damaged
products at no additional cost to you.
6. WRONG ADDRESS AND OR POSSIBLE LOST ORDERS :
- If you have not
received your product within 7 business
days from the date of your order:
- Please review your address on your
invoice to be sure it is correct. If for
any reason it is not correct PLEASE call us immediately so we can
correct the problem.
- Track the package online with UPS,
FedEx or USPS depending on which service we used to ship the package to
you. If you do not see any delivery activity,
PLEASE call us immediately.
It is possible that it was lost in transit. We will contact the proper shipping company
until the shipment is delivered or declared LOST. When the shipping company accepts that the
shipment is lost, we will be able to either:
REFUND YOUR MONEY or
YOUR PRODUCT at no
additional cost to you
- If the tracking information shows
that it was delivered or signed and shipped to the correct address,
then unfortunately no claim can be made and we cannot issue you a refund.
- If your shipment is returned to us
because the shipping address was given to us incorrectly or the shipper was
unable to locate your address or for any other reason, we will email or call
you to re-confirm your shipping address.
We will then reship the items to the correct address.
7. REFUNDS AND OR EXCHANGES PROCESSING TIME :
- As soon as we receive
the returned product in our warehouse,
we will inspect the product.
- We will then prepare your replacement or your refund.
- Typically the normal
turnaround time is 3 business days.
- You will need to allow an additional 3 or 4 days to receive
the credit back onto your credit card. However you paid the original invoice will be the same method of credit we will use to issue you your credit once your product has been received.