Refund and Exchange Policy

Exchange and Refunds

 

GENERAL RETURN POLICIES

Please do not ship any product until your Return Merchandise Authorization is approved.

To obtain an RMA, sent an e-mail to info@tonersupermart.ca with a picture of your returning product.

Please also include the following in your e-mail:

Name (Last, First) :

Address:

Phone Number:

Toner / Inkjet Model Purchased:

Order # :

Reasons of Exchange or Refund:

Exchange are accepted on all defective compatible and remanufactured items for up to 1 Year from date of purchase subject to conditions listed below.

 


Once your RMA has been approved and if the return date is within 90-days of the purchase date, you will be receiving an e-mail with a PDF file that contains a Shipment pre-paid label (that means that we pay for the shipping) that you have to print and stick on the package. Our return address and all the information we need including the RMA # will already be on the label. Then, simply drop the package at any Purolator location or give it to your regular Purolator driver. If the return date is after 90-days of the purchase date, you will need to ship the items back at your expense.



The RMA number is valid for 30 calendar days from the date of issue. We will email you several reminders if we have not received the return package. Please return it promptly to insure timely refund or replacements.



Estimated print yields are not a guarantee of minimum life and are not covered under warranty or return policy, but are provided to assist in supplies planning. Actual usage should be used to establish the life of the supply product in each user's specific application. Many factors, such as print coverage per page, paper type and size, model type and environmental conditions can affect supply life.

Please note that all returned cartridges must be at least 80% full, otherwise we will not be able to accept them. Unfortunately in our experience some people have used the entire cartridge and then sent it back asking for a exchange or refund. If a returned cartridge is less than 80% filled we will notify you by email. If you want the cartridge back we can send it at your expense, only if it's claimed within 15 days from the date you were notified.

RETURNS OF DEFECTIVE COMPATIBLE AND REMANUFACTURED ITEMS

If the return date is within 90-days of date of purchase, you can return the items for a full refund (less the original shipping charges) or request a replacement. TonerSuperMart will pay for the return shipping via Pre-paid carriers’ label.

If the return date is after 90-days of date of purchase, you can return the items for a full refund (less the original shipping charges) or request a replacement. Toner Supermart Ltd will not pay for the return shipping. You will be responsible for shipping the items back after receiving an RMA (Return Merchandise Authorization).

Replacement options: Customers can elect either of these two methods of replacing their products:


1.Get your return authorization number (RMA#), return your product, and we will ship your replacement free of charge after receiving and inspecting your returned products.

2.If you urgently need your replacement, you can elect to purchase the replacement product at the regular price of the item (with free shipping charges) and we will credit your original purchase after inspecting your returned product. This is a security measure in order to make sure that the product is returned.

Please note that the shipping method to use in the replacement order will be the same as the one selected in the original order.

EXCHANGE or REFUND OF NON-DEFECTIVE COMPATIBLE AND REMANUFACTURED ITEMS

If the return date is within 30-days of date of purchase, you can return the items for a full refund (less the original shipping charges) Toner Supermart will not pay for the return shipping since it is charged by third party. The RMA number is valid for 30 calendar days from the date of issue, after this period the RMA will be closed and cannot be reopened.

If the return date is after 30-days of date of purchase, you cannot return the items. You might consider selling them at auction on Ebay.

All non-defective products (items ordered wrong, items no longer needed, printer broke, etc.) must be returned in the original packaging in as-new condition (unused and unopened).

All non-defective items must be returned by the customer at their expense once the RMA is approved (customers will receive an email confirmation). The RMA number must be written on the outside shipping box, not the actual product packaging.

It is advised to ship via a traceable method such as FedEx, UPS or Canada Post and keep a copy of the tracking number. Please email the tracking number once available to return@tonersupermart.ca. If the package is lost or not delivered to us, we will not be able to issue the refund.

SHIPPING DAMAGE RETURNS

If you receive a product that is damaged by shipping, please initiate a return authorization request within 5 business days after receipt of the package. Do not throw away or alter any of the product and packaging, we will need a picture of the damage package in the same condition as it was received in order for us to properly establish that the damage was due to shipping, and not due to some other cause. We will not accept claims for shipping damage if any of the packaging or contents have been altered or discarded. Depending on the original shipping source, we will process the damage claim in one of two ways:

For some claims, we will have to contact the shipping company and file a claim to have the shipping company schedule a pickup and inspection of the package from the customer location.

For some other claims, we will issue a return authorization number for you to return the package to our returns warehouse, following the normal return procedure.

After we are able to properly establish that the product was damaged during shipping, Toner Supermart will replace damaged products free of charge based on return policy.

LOST ORDERS AND WRONG ADDRESSES

If you tried tracking the order via FedEx, Canada Post, or UPS and you can’t see a delivery confirmation or other delivery activity, it’s possible that the shipment is in transit and still out for delivery. If it’s been more than 10 business days, it’s possible that the shipment is lost in transit.

If the shipment is lost by UPS, Canada Post or FedEx, a claim has to be filed. Toner Supermart Ltd. will file the claim and continue to follow-up with the shipping company until the shipment is arrived or declared lost. Once the claim is accepted by the shipping company, we will be able to issue either a replacement at no cost or a refund.

However, when a shipment shows delivered or signed and shipped to the correct address, no claim can be made and we cannot issue a replacement or a refund.

If by any reason the shipment is returned to our warehouse, (the shipping address is incorrect, the shipping method was chosen incorrectly, the carrier is unable to locate the recipient, etc.); we will contact you via telephone or email to re-confirm the shipping address. Then we will reship the items to the correct address.

WRONG ITEMS SHIPPED

If you receive a wrong product, you have 30 days from the date of the purchase to initiate a return authorization request.

Please note that the item codes on the boxes may differ from the ones on our website. Different manufacturers may use different codes for the same item. Since the compatible and remanufactured items work in many printers, it is possible that your printer may not be listed.

If you still believe that you have received the wrong item, please send a e-mail to return@tonersupermart.ca along with a picture on the model number on the package box and the order number of your purchased

Once the RMA is processed by our representative we will send a replacement at no cost to you. You will also receive a pre-paid return label from carriers to use in returning the wrong item shipped.

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