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At Cartridge America, we value customer satisfaction above everything else. To that extent we offer only the highest products, quick and inexpensive shipping and reliable customer support.
100% / 360 DAYS exchange guarantee - if you are returning a defective cartridge for exchange, you will receive 100% credit towards an equivalent replacement cartridge or store credit if the return is made within 360 days
100% / 30 DAYS refund guarantee - if you are returning a defective cartridge for refund, you will receive 100% refund if the return is made within 30 days
The following conditions are not covered under our guarantee:
» Any cartridge that has less than 75% of toner/ink remaining (by weight, inspection done on return)
» Removal of any warranty, lot number or serial number markings or stickers
» Any product damaged from abuse, misuse, tampering (such as removal of lot/serial numbers or stickers) or improper installation
» Any product claimed to be defective, but tested to be in good working condition upon return
» Original Brand (OEM) cartridges*
» Refill Kits or Continuous Ink Systems**
» Edible Ink Products ***
» Equipment and Printers (including Edible ink Printers & Direct to Garment Printers) ***
Shipping Costs / Restocking Fees may apply for non-defective returns:
» Refund Requests must be made within 30 days of Purchase. Exchange Requests must be received within 360 days of Purchase.
» For qualifying returns, we provide free return shipping if we have provided you with an incorrect, damaged or defective item.
» For all other return reasons (including customer error, voluntary customer return requests, refused parcels, parcels returned due to undeliverable addresses as provided by customer or other reasons not pertaining to incorrectly shipped/damaged/defective items), the customer is responsible to pay for the return shipping, and will be credited only for unopened/unused product less a 15% restocking fee and less any shipping losses that we incurred in both directions.
» For address corrections / reshipment requests by the customer, we can waive the restocking fee but reserve the right to charge the shipping fee to reship the parcel
* Original Brand (OEM) Cartridges:
Brother, Canon, Dell, Epson, Hewlett Packard, Lexmark etc. are covered by their respective manufacturer's warranties. If you have a defective original brand item, please contact the manufacturer to verify the manufacturers' warranty. We do not accept returns of open OEM cartridges.
** Refill Kits or Continuous Ink Systems:
For Refill Kits, any perceived "quality" or "defective" issues with these products are usually the result of a defective cartridge that is being refilled, and not with the ink/toner that you are refilling into the cartridge. For example, if your cartridge is already printing with streaks or lines before refilling, or if the cartridge's print heads have dried considerably due to non-use, your cartridge is basically already defective or exhibiting signs of defect, and refilling it will not bring it back to life. It is always recommended to refill an inkjet cartridge BEFORE it completely empties and while it is still printing well, or very soon after it empties so the print heads don't dry beyond repair.
For Continuous Ink Systems (CIS), most of the issues are related to installation. If these products are properly installed you should have no problems with these products.
*** Edible Products:
We are sorry but we cannot accept EDIBLE products for return as these considered consumable by the FDA are not resalable upon return.
**** Equipment and Printers (including Edible ink Printers & Direct to Garment Printers):
For all equipment and machines, including Edible Ink Printers and Direct to Garment Printers, please note that all sales are final and no returns or refunds are permitted. All issues must be remedied per warranty. Direct to Garment Printers Terms & Warranty | Direct to Food Printers Terms & Warranty.
You can always count on us for technical assistance and we will do our best to troubleshoot any problems that you may have.
Here are the rules to follow for your return:
Order Cancellation / Address Correction Requests / Unreceived Parcels:
Cancellation or address correction requests must be called in before 11 a.m. PST. Please note that once an order is placed, although we will do our best to make any requested changes, we cannot guarantee that the changes can be made because the order may already be in our processing cycle, or may have already shipped. If your parcel is not delivered to you via the shipping carrier, you must notify us within 15 days of the expected delivery date. Due to shipping carrier procedures and guidelines, we cannot file disputes or claims with shipping carriers like the USPS, UPS, DHL, etc. past a certain time (varies per carrier, but typically within 15-30 days of the expected delivery date, and never to exceed 30 days from the ship-out date).