Policies 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.

2.   COMPATIBLE / 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 any fashion. 
• 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 authorization process. 
• 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 Form. 
• 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 to you.

5.  SUPPLIES 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. 

• MOST 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:
  • FULLY REFUND YOUR MONEY or
  • REPLACE 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.