Return and refunds

Obtaining a Return Authorization Number:

All items being returned must have a RPA # clearly labeled outside the package, which must be obtained from customer service (via email) prior to returning the order. Please don't send the products to any address without our instruction.

1. Please e-mail us at Sales@FirstToner.com to obtain a Return Policy Agreement Number (RPA #). We will inform you our return address. Please don't send the item to any address without our instruction.
2. Pack the products with all original packing materials in a properly padded box. You are responsible for properly packing the cartridge. We suggest you use a carrier with tracking, such as FedEX, UPS or US mail with delivery confirmation.
3. Write the RPA # clearly on the outside of the return package.
4. Incomplete information of the RPA form will not be processed.

5. We don’t refund for the items damaged during your improper return shipping. You are responsible for properly packing the cartridge. If the products are damaged during the shipment, we don’t refund for the item. You may contact your shipping party for the damage lost.

6. We will offer technical support for all of our products by calling our Toll Free 1-800-992-0818. We will test all returned products. If the product have been proofed working well with testing by our technician, we will not refund due to the lack of knowledge of operation or improper installment and handling.

EXCEPTIONS:

For defective product returns or FirstToner.com shipping errors within 30-days of purchase, FirstToner.com will send a call-tag label to you or your customer at time of issuing the RMA. No call-tag labels will be sent after 30 days of purchase. You will have to ship the product at your own expense.

FirstToner.com reserves the right to refuse any return that is not 100% complete, in re-saleable condition (packaging has not been damaged or defaced), and includes original packing material, manuals, and other accessories provided in the original box.

FirstToner.com will exchange with the right product for you, but the customer is responsible for two way shipping charge.

Refund for Wrong Order/Change Your Mind

If you place a wrong order or change your mind:

1. We take the returns only if the seal and package are not opened and products are in resale condition.

2. You are responsible for the cost of return shipping.

3. Pack the items properly in a good shipping box. We suggest that you use a carrier with tracking #, such as FedEx, UPS or US Post Office with delivery confirmation.

4. We refund the amount less shipping cost and 20% restocking fee. If you make an exchange for another product, there is no restocking fee. After we receive and inspect the product you returned, we’ll start to process. We don’t refund for the items damaged during your return shipping.

Wrong Address/You move to a new address:

1. We can redeliver to your correct/new address, but you are responsible for all the extra shipping expenses.
2. If you want a refund, we will only refund the amount less all the shipping cost and 20% restocking fee.

What if the product is defective?

We stand by the high quality of our products. All defective products may be returned for a replacement (when available) or a refund. All defective products may be returned within 90 days of purchase date for a replacement or refund. If part of a product is defective, please return the whole product, including all manuals and accessories, in the original packaging.

On all defective items, you will not be charged any re-stocking fees or any additional shipping charges. Upon receiving your request for return, we will schedule a call-tag with Fed-Ex to pick up the defective product and ship you a replacement at no charge to you. We do not send a call-tag after 30 days of purchase.

Cartridges must be at least 80% full at time of receipt to qualify for credit or replacement. 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 end 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.

Refunds

After the return is received at the warehouse, please allow 7- 10 business days for your return to be shipped to our warehouse, depending on the shipper. Please also allow approximately 10 days to process your return/credit after it has arrived at our warehouse.

Depending on the applicable policies above, you can request either a credit or a replacement when you return your product. If you request a credit, your original method of payment will be credited after your return is received. If you request a replacement product, your replacement order will be sent to fulfillment once your return is processed and approved. How quickly your replacement product ships after that depends on product availability but normal ships the next business day.

We do not ship your replacement order before we receive your return (cross-ship). If you need a replacement sooner than the timeline outlined above, please place a new order on the website, independent of the returns process. Every effort will be to ship the new order within a few hours.

Restrictions

It is our policy that all returned cartridges must be at least seventy (80%) percent filled. We feel that this gives you a fair test of the quality of the product.

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 end 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. As long as your product return qualifies with the restrictions above, we will refund or replace your product for 90 days from date of purchase.