Refunds & Returns Policy

1. What do I do if I have ordered the wrong item(s)?

   We will only accept return requests for items incorrectly ordered items within 1 month of the original purchase.

   Returned items must bein a saleable condition, unopened and in the original packaging. Any opened or used items will not be eligible for exchange or refund.

   We are sympathetic that mistakes may occur when customers place orders. However we reserve the right to decline any return requests if an item was no longer on sale from us or was custom-ordered to fulfil a particular order and therefore cannot be easily resold or returned to our supplier for credit.

   Please contact us prior to returning any items. You need to contact us and obtain return authorisation from CartridgeDepot Australia before any returned items will be accepted. Items returned without this authorisation will be rejected and returned to the customers at their expense, or else disposed of by CartridgeDepot Australia.

   Postage for the return to CartridgeDepot Australia's specified warehouse is the responsibility of the customer. Shipping costs for the exchange items to be sent back to the customer (if required) will also be the responsibility of the customer.

   Please note the following:

   • A restocking fee will be charged to the customer for all items involved. The fee is 15% of the original purchase price excluding postage.
   • Postage costs paid by the customer are not refundable.
   • For items that were shipped under our free postage offer, the original postage incurred when sending the items to the customer will be deducted from the total refunded amount.
   • Any points or commissions awarded to the customer as a result of our promotion will be automatically deducted from the total refunded amount. This is in addition to any applicable restocking fees as identified above.
   • When you return any items, please ensure it is packed sturdily and securely to avoid any damage in transit. Additional charges may be incurred for any damages to the goods during transit.

2. What do I do if the product I received is faulty or defective?

   We guarantee our products to be free from defective material and workmanship, and will therefore replace, repair or refund any faulty or defective items at our discretion.

   Customers are responsible for any postage required to ship item(s) back to us for testing/inspection.

   This guarantee applies to all products under normal use and service within the first 6 months from the date of purchase. Liability under this guarantee is limited to obligation to a replacement or a refund of the items concerned.

   Please contact us prior to the returning of any goods, as many issues can be solved without sending goods back to CartridgeDepot Australia. You need to contact us and obtain return authorisation from CartridgeDepot Australia or else your claim will not be accepted. Items returned without this authorisation will be rejected and returned to the customers at their expense.

   Any returned items will be subject to testing by our technical staff. If our testing shows that the returned items are defective, replacement / repairs will be made free of charge.

   For toner cartridges, a copy of the sample print together with a brief explanation of the fault must be included for the return be accepted.

   If the items returned are found to be functional and not faulty as reported, the items may be returned to the customer and additional postage will be charged for the dispatch. A brief document will accompany the items indicating the results of our tests and, if relevant, instruction on how to correctly install or use the items.

   Items to be returned due to being defective must contain at least 80% of the weight of the brand new items for them to be processed. Any returned items found to be damaged or altered in any way from their original condition will not be processed. Where a refund is required, (for unused, unopened cartridges only) postage costs paid by the customer are not refundable.

   In addition, any points or commissions awarded to the customer as part of our promotion will be automatically deducted from the total refunded amount.

   Different OEM companies also have different procedures in regards to faulty item claims. Please contact us for the most current procedures.

3. What happens if an incorrect address was provided by a customer?

   If you have provided an incorrect address but goods have not yet left the warehouse, we can change the delivery address. Please contact us on 1300 736 364 to ascertain the status of your order.

   In circumstances where goods have been returned to us as a result of incorrect address(es) supplied by the customer, the additional delivery fee will be charged to the customer for the redelivery.
    

4. What is the level of guarantee?

   In cases where customers are still not 100% satisfied with any aspects of the products supplied for reasons other than those stated above, we will issue replacements or refunds for the items in question. Liability under this guarantee is limited to obligation to replace the items concerned or refund of the purchase amount (less postage). Under no circumstances will CartridgeDepot Australia or its employees be liable to any further consequential losses or damages resulted from the use of any products supplied.

   Please contact us prior to returning any items. You need to contact us and obtain a return authorisation from CartridgeDepot Australia before a return will be accepted. Items returned without this authorisation will be rejected and returned to the customers at their expense or else disposed of by CartridgeDepot Australia.

   In cases where a refund is required, any points or commissions awarded to the customer as part of our promotion will be automatically deducted from the total refunded amount. Postage costs paid by the customer are not refundable.

   For items that were shipped under our free postage offer, the original postage incurred when sending the items to the customer will also be deducted from the total refunded amount. Please note that this guarantee applies to the compatible products only. Products are to be returned in accordance with the following conditions to be eligible for this guarantee:

   • Products are to be returned within 60 days from the date of purchase; and
   • For cases involving ink cartridges, products must ontain at least 80% of the weight of the brand new items. If your order was part of a multiple cartridge order only one cartridge may be returned that is used. All other cartridges must still be in their original packaging unopened ; and
   • Customers are responsible for any return postage required.

5. What to do if I have received items incorrectly shipped by CartridgeDepot Australia?

   If we have sent you the incorrect product which differs from what you ordered, please inform us within 3 working days of receipt. Any claims after this date will not be entertained.

   Please contact us prior to returning any items. You need to obtain a return authorisation from CartridgeDepot Australia before a return will be accepted. You will be provided with instructions for returning the unopened goods back to us. Items returned without this authorisation will be rejected and returned to the customers at their expense.