How do I return an item?

Warranty & Return Policy



Parts
Printer Warranty Terms or Conditions

ImagingSupplies.com Product
The ImagingSupplies.com Warranty does not apply to defects resulting from:
  • Inadequate or improper maintenance
  • Unauthorized modification or misuse
  • Usage outside of the environmental specifications of the part or product
  • Improper site preparation and maintenance.
New Items 30 Days
Refurbished Items 180 Days (6 Months)

We will replace or repair, at our discretion, the part or parts that fail during the warranty period. This is a limited warranty and does not cover cosmetic blemishes, scratches, and color defects.


Damage During Shipping
ImagingSupplies.com is not responsible for damages incurred in transit. The shipping carrier is responsible for such damage.
ImagingSupplies.com will not issue Return Merchandise Authorization (RMA) numbers for products damaged due to shipping. We will place a new order for the customer while the carrier is processing the customer's claim. At such time as the claim is resolved and payment is made, the customer will be credited.
Policy For Returns
Advance Exchange Program Return Policy
The failed unit must be returned to ImagingSupplies.com (Roselle, NJ) within 30 calendar days of the date that the unit was shipped to the customer.
If the failed unit is not returned within 20 calendar days a reminder notice will be sent the customer.
If the failed unit is not returned within 32 calendar days the customer will be billed s core charge by credit card or terms set forth. The core charge is set by the core market price plus fees to manage the core buy back program determined by ImagingSupplies.com.
If the failed unit is returned after 45 calendar days a credit for the net price less a restocking charge of 20% of the advance exchange list price will be issued Per Item.
EXCHANGES
Items exchanges must:
Be repairable and no alterations or physical damage
Have a valid Return Merchandise Authorization (RMA) number.
Be an exact equivalent of the product that we are sent to you.
Be received by us prior to the RMA expiration date.
Return Process
When we receive the product for exchange, we will inspect it to confirm that the product is correct and eligible for return. If the product is not eligible for exchange, we will then notify you with an explanation and return the product at your expense or dispose of the product at your direction.
Refunds
Pre-credited advanced exchange
Upon inspection and acceptance of the exchange product, the open RMA will be closed. If the exchange product is not accepted, open account customers will have a core charge billed to their account. For customers who have an advance core credit authorization on file, the core charge will be placed on the credit card on file.
Other advance exchanges
Upon inspection and acceptance of the exchange product, we will, in our determination, credit the account of an open account customer, send a refund check or issue a credit to a credit card account of a non-open account customer.
WARRANTY RETURNS
Requirements
Product being returned to us due to defect or our error must be returned with:

a) A valid RMA number
b) A copy of the original invoice
c) ALL original packaging (if new)
d) The reason for return
Return Process
When we receive the product for warranty, we will inspect it to confirm that the product is correct and eligible for a warranty claim. If the product does not qualify under our warranty policy, we will then notify you with an explanation and return the product at your expense or dispose of the product at your direction.
Refunds
We will, at our discretion, select one of the following options:
a) Replace the product
b) Repair the product
c) Credit you for the invoiced amount of the product (if the product is not replaceable due to lack of inventory)
OTHER RETURNS
Note Manuals, special orders, consumables, and special order items are not returnable. We will only accept these items for return if it involves our error. all other product returns must:
  • Be returned unused within 30 days of purchase date
  • Have a valid RMA number
  • Be received by us prior to the RMA expiration dated
  • Have all original unmarked OEM packaging
  • Subject to restock 20% fee
Return Process
When we receive the return product, we will inspect it to confirm that the product is correct and eligible for return. If the product is not eligible for return, we will then notify you with an explanation and return the product at your expense or dispose of the product at your direction.
Refunds
All product returns by customers, except for those resulting from ImagingSupplies.com's error, will be charged a restocking fee of 20% or $25.00, whichever is greater.
Upon inspection and acceptance of the returned product, we will, in our discretion, credit the account of the open account customer, send a refund check or issue a credit to a credit card account of a non-open account customer.
RMA PROCEDURE
A ImagingSupplies.com representative will assign a RMA number to you. This number must be placed on the outside and inside of the returned items package to insure adequate customer/product identification. Items returned to ImagingSupplies.com without valid RMA number identification may be refused. RMA numbers are valid for 30 calendar days from the date issued. All returns must be shipped to our




Certified Remanufactured Printers
Printer Warranty Terms or Conditions

Warranty and Technical Support Process:
ImagingSupplies.com has taken every step to ensure that the printer arrives in good working order. However due to the extensive mechanical nature of New and Remanufactured printers occasionally components need adjustments after transportation and handling. ImagingSupplies.com stands behind the products it remanufactures with a comprehensive array of US based support.

STEP 1: Contact ImagingSupplies.com.
STEP 2: Technical support staff will research the problem and contact the customer whom is prepared to undertake troubleshooting on the phone, usually within 24 hrs.
STEP 3: lf the problem can not be resolved on the phone, at ImagingSupplies.com’s discretion, a permanent replacement part or printer will be sent to the customer, an onsite engineer dispatched or the faulty unit will be collected for depot repair.

Please note: Warranty valid in the USA only. Items shipped out of the country are not covered for replacement or on-site repair. However, English telephone based technical support or replacement parts are still covered for the warranty period designated on the warranty registration.

Service Level Aims:
Our goal is to respond to all support ticket requests within 24 working hours of receipt with telephone based technical support. If phone based technical support does not resolve the problem ImagingSupplies.com will dispatch a part, replacement printer or onsite technician by the end of the next business day

Warranty & Technical Support Benchmarks:
ImagingSupplies.com published performance is as follows: 80% of all printer issues can be solved over the phone.

Extent of Printer Warranty
ImagingSupplies.com warranties that its products will be free from defects in material and workmanship for the duration of the warranty period, or in the case of standard equipment for the full life of the OEM maintenance life cycle. (Specified by the OEM when printer is sold new)

Warranty is 6 months from date of purchase. Please refer to your invoice to locate start date. The warranty duration begins on the date of purchase by the end user customer, except when the dealer stocks the printer for resale. In this case the warranty automatically begins 6 months after the invoice date to the dealer.
Pickup Customers Removing Packaging Voids Warranty
Printers have very sensitive mechanical components and frames. It is highly recommended that customers use the packaging we have designed and provided during transit and shipping. If a customer chooses to pick up a printer and not to use our packaging it will void the warranty.

Limited warranty covers only those defects which arise as a result of normal use of the product, and do not apply to any:
• Improper or inadequate maintenance or modification (other than modifications manufactured by ImagingSupplies.com)
• Software, media, parts, or supplies not provided or supported by ImagingSupplies.com, or the OEM
• Operation outside the product’s specifications other than expressly pre-sale agreed operation with ImagingSupplies.com (such as cartridge testing)
• For all printer products, the use of a non-OEM ink or toner cartridge or a remanufactured ink or toner cartridge does not affect either the warranty to the customer or any ImagingSupplies.com support contract with the customer. However, if printer failure or damage is attributed to the use of consumable item, ImagingSupplies.com will charge its standard time and materials charges to service the printer for the particular failure or damage.

Additional provisions of the warranty:
• If ImagingSupplies.com receives, during the applicable warranty period, notice of a defect in any hardware product, which is covered by ImagingSupplies.com warranty, ImagingSupplies.com shall either repair or replace the defective product, at ImagingSupplies.com s option;
• ImagingSupplies.com shall have no obligation to repair, or replace until the customer returns the defective product to ImagingSupplies.com. In most cases, however, customers in good standing will be issued replacement parts on an advanced exchange basis.
• ImagingSupplies.com shall have no obligation to expedite or perform differently any of its warranty management services to meet different customer requirements that have not been agreed in writing prior to the transaction.
• ImagingSupplies.com shall have no obligation to perform any replacement, repair or site visit for customers who refuse or are unavailable to perform telephone based technical support on the printer with ImagingSupplies.com staff.
• ImagingSupplies.com shall have no obligation to refund the purchase of a printer and all Warranty claims or other disputes will he resolved by repair or replacement only.
• ImagingSupplies.com will not accept any returns that are not authorized by a management employee of ImagingSupplies.com and accompanied with an official RMA number.
• Any replacement product will ideally be an exact model replacement may also be either a new or refurbished equivalent, provided that it has functionality at least equal to that of the product being replaced.
• ImagingSupplies.com will send replacement parts or printers by ground transportation and is under no obligation to send product by expedited service
• In the event an engineer needs to be dispatched to site to repair, ImagingSupplies.com at its discretion, will organize the engineer in a timely manner (usually within 48 hours)

ImagingSupplies.com’s standard warranty period is 6 months. During that time, ImagingSupplies.com will repair or replace any and all defective parts that do not fall under the previously defined exceptions and are not any of the following: Toner cartridges, ribbons or ink cartridges
• Drum or other photoconductive components
• Image transfer belts

Extended warranties are also available should there be a need. The following parts are considered to be “consumables” by the printing industry:
• Fusers
• Image Transfer Kits
• Paper Path Rollers
As such, these parts are warranted for the first 6 months OR for the specific number of pages that the OEM designed them to print before they are due to expire. These parts should be replaced in the normal course of ownership and maintenance of the product.

A page count and serial number will be recorded at the time of purchase by ImagingSupplies.com. In the event that a customer with an extended warranty printer needs a replacement for one of the “consumable” parts, ImagingSupplies.com reserves the right to require a configuration page be returned with the defective part. Should ImagingSupplies.com find that the page count on the printer reflects that the part has been in use beyond its duty cycle, ImagingSupplies.com reserves the right to charge the customer the exchange price for the part.

Types of Hardware Warranty Service
Listed below are the types of warranty support service that may be applicable to the Hardware Product you have purchased. All services may not be available in all countries or regions.

Customer Self Repair Warranty Service
Products are designed with many Customer Self Repair (CSR) parts to minimize repair time and allow for greater flexibility in performing defective parts replacement. If during the diagnosis period, ImagingSupplies.com identifies that the repair can be accomplished by the use of a CSR part, ImagingSupplies.com will ship that part directly to you for replacement. You are required to cooperate with ImagingSupplies.com in attempting to resolve the problem over the telephone. This may involve performing routine diagnostic procedures, installing software updates or patches, removing third party options and/or substituting options. If assistance is required, you can contact ImagingSupplies.com technical support and a technician will help you using online chat, email, or telephone. ImagingSupplies.com specifies in the documentation shipped with a replacement CSR part whether a defective part must be returned to ImagingSupplies.com. In cases where it is required to return the defective part to ImagingSupplies.com, you must ship the defective part back to ImagingSupplies.com within a defined period of time, normally five (5) to fifteen (15) days. The defective part must be returned with the associated documentation in the provided shipping material. Failure to return the defective part may result in ImagingSupplies.com billing you for the replacement. With a Customer Self Repair, ImagingSupplies.com will pay all shipping and part return costs and determine the courier/carrier to be used. The classification of CSR parts may vary by country or region.

Parts Only Warranty Service- Your ImagingSupplies.com Limited Warranty may include a parts only warranty service. Under the terms of parts only service, ImagingSupplies.com will provide replacement parts free of charge. If ImagingSupplies.com carries out the repair, labor and logistics costs are at your expense.

Advanced Unit Replacement Warranty Service-Your ImagingSupplies.com Limited Warranty may include an advanced unit replacement warranty service. Under the terms of the advanced unit replacement warranty service, ImagingSupplies.com will ship a replacement unit directly to you if the ImagingSupplies.com Hardware Product you purchased is diagnosed as defective. On receiving the replacement unit, you will be required to return the defective unit back to ImagingSupplies.com, in the packaging that arrives with the replacement unit, within a defined period of time, normally five (5) to fifteen (15) days. ImagingSupplies.com will incur all shipping and insurance costs to return the defective unit to ImagingSupplies.com. Failure to return the defective unit may result in ImagingSupplies.com billing you for the replacement unit.

Pick Up & Return Warranty Service- Your ImagingSupplies.com Limited Warranty may include a pick up and return warranty service. Under the terms of pick up and return service, ImagingSupplies.com will pick up the defective unit from your location, repair it, and return it to your location. ImagingSupplies.com will incur all repair, logistics, and insurance costs for this type of service.

Carry-in Warranty Service- Your ImagingSupplies.com Limited Warranty may include a carry-in warranty service. Under the terms of carry-in service, you will be required to deliver your ImagingSupplies.com Hardware Product to an authorized service location for warranty repair. You must prepay any shipping charges, taxes, or duties associated with transportation of the product to and from the service location. In addition, you are responsible for insuring any product shipped or returned to an authorized service location, and you assume risk of loss during shipping.

Mail-in Warranty Service-Your ImagingSupplies.com Limited Warranty may include a mail-in warranty service. Under the terms of mail-in service, you will be required to ship your ImagingSupplies.com Hardware Product to an authorized service location for warranty repair. You must prepay any shipping charges, taxes, or duties associated with transportation of the product to the repair location. In addition, you are responsible for insuring any product you ship, and you assume risk of loss during shipping. ImagingSupplies.com will return the repaired product to you and incur all logistics and insurance costs to return the product to you.

Please contact customer service for more information on returning an item. Thank you.