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Returns and Exchanges

Returns Policy

We understand that when you shop online you expect convenience, and why should this stop as soon as your order is placed? Cartridges Direct offers Free returns on all faulty or incorrectly supplied products ordered through our web site. In the unlikely event that you need to return a product to us for any reason, you can access our returns portal through your online customer account. Click on the order that the product relates to and then click the 'return' button. Once this has been done our admin team will take care of the rest for you.

Should you require urgent help then we would recommend calling 1300 765 575.

I. Free returns are only available for products incorrectly supplied or faulty items that will be returned and issued to a store credit or refunded. Orders that are being refunded are not eligible for free shipping. Incorrectly supplied items must be reported within 30 days of receipt, damaged in transit products must be reported within 14 days of receipt.

II. For all items that have been ordered incorrectly or returned due to them not being needed any longer will attract a 20% restocking fee.

III. Items ordered and supplied incorrectly must be in original, un-opened and undamaged packaging.

IV. Incorrectly ordered items must be returned at customer’s expense, unless otherwise agreed within 30 days of purchase.

V. All printers sold through Cartridges Direct are sold under a strict DOA (dead on arrival) policy, meaning that all faults must be notified within 30 days of receipt. After this time, the manufacturer must be contacted and an authorisation letter granted for the return of the item. Sorry, there are NO exceptions to this process.

VI. Printers being returned within the DOA (dead on arrival) period can be returned at Cartridges Directs expense. After this period, the printer must be returned at the customer’s expense.

VII. No longer needed items, must be returned within 30 days of purchase under customer's expense, unless otherwise agreed.

VIII. Once a return has been approved and the return processed a store credit or if agreed a refund will be issued no later than 7 days after the receipt of the product. All refunds will be issued to your original form of payment, unless otherwise agreed.

IX. It is the customer's responsibility to pay for all return shipping costs where the item is being returned due to a change of mind or has been incorrectly ordered. Cartridges Direct will cover all associated freight costs for incorrectly supplied or faulty product.

Vendor Specific Return Guidelines: Most times we find that although it appears to be a cartridge related problem a quick call to the manufacturer concerned can help trouble shoot the issue. More often than not the issue can be resolved through their own technical support department.

Brother Cartridge(s) Returns: Brother require all faulty Item claims to be sent to Brother Australia for evaluation. Brother require a print sample, copy of the original tax invoice or proof of purchase and a print configuration report with all toner and drum returns. If Brother rejects the claim, you will need to collect the item(s) from Cartridges Direct. Thermal transfer rolls will be replaced only.

Please note: This process may take up to 8 weeks to complete.

Canon Cartridge(s) Returns: All canon items must weigh above the minimum return weight for approval. Canon ink cartridges will be tested and checked against the fault claimed. The approval decision will be made based on the results of these tests. Canon toner cartridges must have a test page of the fault. If a test page is not supplied the claim will be rejected, as we cannot pursue the claim with Canon. All items will also be checked for refilling, remanufacturing and tampering. All of which will void any warranty the item may have.

Epson Cartridge(s) Returns: All Epson inks have a 6-month warranty period from the date of the original invoice. Empty Epson cartridges will not be accepted for credit. Credits will only be issued for original Epson product being returned; compatible products will not be accepted.

Fuji Xerox Cartridge(s) Returns: All Fuji Xerox toner returns must have a print sample of the fault to be accepted for return.

HP Cartridge(s) Returns: Hewlett Packard will not accept any expired, refilled or remanufactured ink cartridges. Ink cartridges will also be checked against HP’s minimum return. If a cartridge is below this weight, then HP will classify it as empty. To check the expiry date on HP ink cartridges, see the HP returns data page. HP toner cartridges will require a print sample of the fault, and are tested under the same process as the ink cartridges.

IBM Cartridge(s) Returns: All IBM toner returns must have a print sample of the fault to be accepted for return.

Konica Minolta Cartridge(s) Returns: Faulty Konica Minolta items must be returned with print samples and/or descriptions of the fault. Items will be weighed and tested for faults by our supplier.

Kyocera Cartridge(s) Returns: Cartridges Direct will only accept back faulty Kyocera consumables. These will be weighed and tested for faults by our technician. For any D.O.A. or faulty hardware you must contact Kyocera directly on 1300 658 348 for repair or replacement.

Lexmark Cartridge(s) Returns: All faulty Lexmark consumables are to be returned back to Cartridges Direct. You must return these items with print samples and/or descriptions of the fault. Lexmark toners and inks will be weighed and tested for faults by our supplier and a credit will be issued accordingly.

Oki Cartridge(s) Returns: All Oki toner returns must have a print sample of the fault to be accepted for return.

Panasonic Cartridge(s) Returns: When used fax rolls leave an imprint behind on the roll which renders the product useless and due to confidentiality fax rolls can not be accepted back as faulty items. If you have a problem with these items please call the Panasonic service centre. Panasonic require the following information before accepting any Toner or Drum unit for assessment; a sample of what the products are doing, meter readings of when the toner/drum was installed and a reading of when it faulted. Panasonic are very strict with this and unless they have all three they will not assess the goods. Cartridges Direct has no option but to insist that these three items of information must be supplied to us with your Return Request or your claim will have to be denied.

Samsung Cartridge(s) Returns: All Samsung toner returns must have a print sample of the fault to be accepted for return.

Sharp Cartridge(s) Returns: Toners and Drums returned as faulty will be checked by our supplier. Our supplier will require specific information detailing what is wrong with the item, if insufficient information is given, our supplier will reject the claim. The results of our supplier’s inspection will be used to determine whether the claim is accepted or not.