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How to - Returns

This tutorial answers some common questions regarding returns and explains the return procedure.

Return Procedure

  1. Please read the Returns Policy first to determine if your claim is within terms
  2. Write to us at This email address is being protected from spambots. You need JavaScript enabled to view it. with following details:
    • Your name or username
    • Invoice number
    • Product and quantity you wish to return or claim as faulty
    • Reason for return
    • If faulty, detailed description of the fault (simply writing 'faulty' is insufficient)
    • In case of compatible or remanufactured products, please include batch number (a string of characters located on the cartridge itself, can be in multiple lines)
    • whether you wish to receive a credit or replacement (as per Returns Policy options)
  3. If your claim is accepted, a return authorization number and specific return address will be sent to you via email
  4. Follow any additional instructions given with the return authorization number (ie. provide print sample or product batch number etc)
  5. Send the goods back to specified address quoting given return authorization number, adequately packed (cardboard box is best option) to avoid damage to the product


Please DO NOT do the following, as such may result in claim being rejected, altered and/or freight for shipping back charged to you:

  • send goods without acquiring a return authorization first
  • send goods to our address, as products need to be returned to originating warehouses or manufacturers directly (forwarding freight charge applies)
  • send opened goods for return purpose unless authorized
  • send goods inadequately packaged (particularly non faulty) which can result in damage during shipping, returned products must be in sellable condition, no exceptions


Brand guide for faulty products:

Genuine branded products which must be returned on freight paid basis to us (addresses specified at time of return):

  • Brother, Canon, Epson, Fuji Xerox, GoldenMars, Hewlett Packard, Imation, Lanier, Lexmark, Panasonic, Ricoh, Samsung, Sharp, Sony, Toshiba (please note, some manufacturer's procedures can take 6 months, no credit can be issued until these are validated and received from the manufacturers)

Genuine branded products which are returned to and arranged by yourself with manufacturers directly (these vendors accept returns from end user only):

  • Konica Minolta, Oki

Third party non genuine products you might not need to send back for assessment (cartridge batch number required):

  • Generic, Print-Rite


Returning empty cartridges:

If you wish to return empty cartridges for safe disposal:

  • please visit Cartridges 4 Planet Ark
  • participating manufacturers are Brother, Canon, Epson, HP, Konica Minolta and Kyocera
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