Warranty & Returns

General Policy

Adelaide Cartridge Centre will respond to any warranty/return request in a timely & professional manner. We value your business and will try to minimise any inconvenience if you are experiencing problems.

Goods for Return

Falls into 2 categories :

• Faulty Product – covered under our Warranty provisions, refer below
• Incorrectly Ordered Goods – covered under our Returns provisions, refer further down the page.

Warranty – General

Our warranty covers our genuine (OEM), non-genuine, compatible and remanufactured printer cartridges as well as printer hardware.

Subject to your claim being accepted, and at our discretion, we will respond to your claim in the following manner:

• Provide a cash refund
• Provide a product replacement

Any interim printer cartridges required during the warranty claim process are to be paid separately and are treated as independent of the warranty claim.

Faulty Goods Warranty Procedures

1. For Printer Consumables & Print Media products:-
   You must contact us on 1300 780 810 to discuss your concerns as soon as the fault appears, or within 6 months of date of purchase.
2. Printer Hardware is covered by the manufactures warranty and you should contact the manufacturer within the nominated warranty period. You will be required to follow the manufactures warranty procedures & provisions in the first instance for any warranty claim.

Warranty Claim Procedures for Printer Consumables & Print Media products:

1. Once we have accepted the claim as a ‘valid’ warranty claim, we will forward a
   Return Request Form.
   Note: The issuing of a Return Request Form is not an acceptance of your claim at this stage, but purely an administrative mechanism we use to start the return claim process.
2. The Return Request Form is to be completed and returned within 7 days outlining the nature of the
   fault.
3. Upon receipt of your completed Return Request Form
   Your reasons for requesting goods to be returned will be evaluated to determine the validity of your request. In some cases, you may be contacted to supply further information regarding the nature of the problem.
4. Approval for Warranty Return :
   Upon acceptance of your reasons to return the goods, you will be issued with a Return Authorisation Form & RA Number. This is our approval at this stage of the warranty claim procedure for the ‘return only’ of the goods. The issuing of a Return Authority is not an acceptance of your claim at this stage, but purely an administrative mechanism that we use to continue the process of having your goods returned for evaluation.
5. Goods approved for return for a warranty claim must :
   ◦ be returned within 14 days of the issue of a Return Authorisation
   ◦ include a proof of purchase
   ◦ include a copy of any faulty prints (this is mandatory in the case of printer cartridges)
   ◦ provide details of any ‘error codes or messages’ displayed on the printer display
   ◦ include a print configuration report (for laser & drum returns – will advise if required)
   When packaging your goods for return, you should ensure any cartridges are sealed and secured to avoid any leakage or loss in transit.
   You must ensure goods are packaged appropriately to avoid any damage to the goods which could impact on your warranty claim.
6. Cost of return freight :
   Shall be the responsibility of the customer (purchaser). Goods returned to Adelaide Cartridge Centre with freight unpaid by the customer (purchaser) will not be accepted and this will only hinder the processing of your warranty claim.

You should ensure you have proof of delivery of goods back to Adelaide Cartridge Centre in the event of the goods going missing in transit.

Additional Warranty Information

• Our customer service staff will keep you informed of the progress of your warranty claim throughout its various stages.
• Once your goods have been received back and approved for credit, we will contact you to agree on your preferred credit option – a credit refund or replacement goods.
• You may contact us on 1300 780 810 if you wish to discuss your claim, or through the Contact Us email page section of our Web Site.
• In the event that a warranty claim is referred back to the manufacturer, the processing of any credit may be delayed until the manufacturer has proven the goods are faulty. In some cases this may be quickly achieved once all of the details of any faulty goods have been received. In other cases, the goods may need to be returned to the manufacturer. In all cases you will be kept informed of the progress of your claim.
• If goods returned for warranty are found not to be faulty as reported, such goods will be returned to the customer and all associated freight charges in having the cartridges despatched for testing and assessment are payable by the customer.
• It is important you follow the correct cartridge installation procedures (refer to your printer manual or any attached instructions) when installing replacement cartridges. Our warranty does not extend to cartridges that have not been installed correctly or to any subsequent damage that is caused to the cartridge or printer.
• It is easy to sometimes miss a simple step when installing a cartridge.
• If the cartridges/goods have been damaged, tampered with or refilled in any way, your claim will be rejected.
• Cartridges will need to be over a minimum weight of 80% of a new cartridge before they will be considered for warranty claim.
• It is your responsibility to handle your cartridges with due care, any accidental damage caused will not be covered by warranty.
• Interim Supply of printer cartridges – these are charged separately and treated independently of any warranty claim.

Printer Warranty

Adelaide Cartridge Centre proudly stands by the quality of products we supply. However in the event that your printer has been damaged due to the supply of faulty cartridges, we will meet all reasonable costs associated in repairing your printer subject to you meeting the following requirements:

• You advise us in writing within 7 days of any such damage.
• You obtain a repair report and quote from a qualified repairer.
• Your notice of damage includes an original copy of any repair report from your repairer.
• such report must be from a repairer trained and industry qualified for your particular brand of printer.
• The report must specify the make, model and serial number of your printer.
• The report must be signed by the owner of the repair business or his approved representative.
• The report shall be on the normal business letterhead or standard repair form of the repairer showing the full name, business and contact details of the repairer.
• The report should state which parts are faulty, how the faulty part failed as a result of the faulty cartridge/s, what action of the faulty cartridge/s caused the damage, and also clearly state that any damage sustained and faulty parts are a direct result of the cartridge/s supplied by Adelaide Cartridge Centre.
• The report should state that the manufacturer of the printer or their representatives are not liable for the repairs under the terms of the printer warranty.
• The repairer is to provide the faulty parts, testing equipment data, test prints or other items that have allowed them to reach their conclusion if requested.
• Your repairer has a responsibility to ensure no damage is caused to the printer or parts in assessing your printer, and any such damage will void any warranty claim.
• The printer is to be made available in its original condition and fully assembled should we choose to have further assessment on any damage.
• You authorise your repairer to communicate with us freely and without hindrance in addressing any questions we have regarding any printer warranty issue.
• You provide your express permission for us to contact your repairer to raise any questions or seek any information regarding your printer warranty claim.

We will only accept the cost of printer repairs once the above steps have been followed and Adelaide Cartridge Centre has given their express written authority for such repairs to proceed.

We reserve the right to pay for any approved repairs by either:

• Direct payment to the authorised service repair business
• Direct payment to you the customer

We reserve the right to choose a repairer of our own to seek further assessment of your claim and/or to carry out repairs in a manner that will make good the printer.

Our printer warranty only applies where the customer has legal title of the actual printer affected by the faulty cartridge/s. A copy of the original purchase Invoice with printer serial number is required.

Failure to follow our warranty procedures will void any warranty claim.

Returns – Incorrectly Ordered Goods

Incorrectly ordered goods will generally be accepted for return, however we reserve the right to not accept back incorrectly ordered goods. You must contact us before returning any goods and requests for returned goods must be made within 14 days of date of purchase.

Special Order items will not be accepted for a ‘Return Claim’

We do not issue ‘Cash Refunds’. Once a claim has been accepted, we will provide a credit into your account, that can be offset against any future purchases.
Incorrectly ordered goods must be returned before a credit can be issued, and the procedures outlined below must be strictly adhered to.

To avoid any inconvenience in the event of incorrectly ordered cartridges, we recommend that before ordering, you:

• Check the model number on your existing cartridges.
• Refer to your printer manual to check cartridge details
• Check your cartridge details on the web site of the printer manufacturer

The following procedures apply for Returns for Incorrectly Ordered Goods:

1. You must contact us on 1300 780 810 within 14 days of purchase date to request a return of goods.
2. You will be required to complete our Return Request Form and email it back to us within 3 days. Contact Us to request a form.
3. Subject to our evaluation, you will be given a Return Authorisation Form & RA Number which we will confirm by email, and this RA Number will represent our authorisation and approval for return.
4. Approval for Return:
   The issuing of a Return Authorisation & RA Number is our approval for the ‘return only’ of the goods. The issuing of a Return Authorisation is not an acceptance to credit your goods until such time that all other procedures have been complied with. The Return Authorisation is an administrative mechanism that we use to start the process of having your goods returned and processing your request.
5. Incorrectly Ordered Goods approved for return must :
   ◦ be returned within 14 days of the date we issue by email your Return Authorisation & Number.
   ◦ include a proof of purchase when goods are returned.
   ◦ Must be un-opened, in their original packaging and free on any markings or damage to the packaging. Goods that do not meet this requirement will not be accepted for return.When packaging your goods for return, you should ensure goods are packaged appropriately to avoid any damage or loss of goods which could impact on your return claim.
6. Cost of return freight :
   Shall be the responsibility of the customer (purchaser). Goods returned to Adelaide Cartridge Centre with freight unpaid by the customer (purchaser) will not be accepted and this will only hinder the processing of your return claim.When returning goods, we recommend you use a service provider who can provide proof of delivery in the event of the goods going missing in transit.In the event that goods were to go missing in transit, this matter is between you the customer (purchaser) and your freight service provider, and you may wish to consider taking appropriate insurance cover for your goods.

We reserve the right to not approve a ‘return request’ for incorrectly ordered goods, where such goods cannot be accepted back by our suppliers due to the goods being ‘special order items’ or are not a normal stock line item.

A restocking fee of 15% of the original purchase price is applicable for incorrectly ordered goods.

Goods that are returned to us that do not follow this procedure will not be considered for a return credit and will not be processed.

All of the above Warranty & Return procedures are designed to offer speedy assessment of any claim and maximum protection of your rights where you have a legitimate claim or request.

We are committed to attending to any claim or request you may have in a professional and timely manner.