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Shipping & Returns

Shipping / Returns

At Inkquip we use the most reliable and fastest delivery methods for our customers. 


• Dispatch will be usually the same day you order
• All stock listed should be in stock to ensure please call 49603633
• In store pick up is available, please call
• Ink & Toner will be delivered within 24 hours to Newcastle-Bay-Lake-Lower Hunter and coalfields(see free delivery postcodes) free of charge for orders over $30. (orders must be in by 3pm Mon-Fri)
• Ink and Toner deliveries to areas not included in free postcodes will be subject to the following charges a standard rate of $9.95 (within Australia)

Note: There may be additional costs associated with heavier items such as printers

Inkquip uses the following delivery methods

• Fastways
• Express Post
• Registered post
• Couriers Please
• Star Track
• In store pick up
• From store delivery.


Order Acceptance Policy

All orders placed with us are subject to our acceptance. We reserve the right to decline (i.e. not accept) any order up to the point of the point of delivery of the order to you and an invoice for the order being issued to you. We will not dispatch an order until we have received payment in full for the total value of the order. Automatic confirmation of successful order placement and/or receipt and/or processing a payment for the order does not constitute acceptance of the order by us. If we decline your order after a payment for the order has been received/processed we will contact you with the details and refund the payment in full

Order Tracking

To track your order, please log into our website with your account and look at the My Account page. You will be able to see the status of all your orders.

 

Returns

Contact InkQuip and obtain a Return Authorisation (RA) number form, this can be down loaded from our website .The RA should then be completed and returned to InkQuip with all relevant information. After we have received the RA we will confirm with a RA number which is valid for fourteen days. If there are any subsequent issues you will be notified Immediately. Returned goods cannot be accepted without an RA number, and please supply test pages with page count or fault with the RA, if you are not aware of the process on your machine for sourcing the page counts, please call us for instructions. We will not supply a new cartridge until the faulty one has been returned. We will pay the shipping costs on returning faulty cartridges.

Consumables

Brother                   Imitation                                  Print Rite

Canon                    Konica Minolta                       Samsung

Epson                     Kyocera                                   Sharp

Fuji Xerox               Lexmark                                  Sony

HP                           Oki                                            White Box

IBM                          Panasonic

 

Hardware

Canon                   Lexmark

Fuji Xerox             Samsung

Kyocera

Order Cancellations

We are flexible with order cancellation, However, if we incur costs as result of the cancellation, we will pass these on to you, so please research and choose the products carefully and consider how you pay for your purchase. Also, please note that all cancellations must be done or confirmed by email. The following policies apply on order cancellations where the order is cancelled as a result of the customer changing their mind:

  • Credit Card Handling Fees - For order cancellations paid for by Credit Card (NOT PayPal), the Credit Card Handling Fee of 1.5% is not refundable, as this fee is charged by the bank and is not refunded to us when an order is cancelled and we have to issue a refund.
  • Freight Costs - If you cancel an order that has been shipped but not yet delivered, the freight cost will not be refunded, as we will not be refunded this cost by the courier. If the order has been sent free of charge under our free delivery policy InkQuip reserves the right to deduct the amount charged to InkQuip by the freight company from the order price. If the order is returned by the customer to the business address this fee will not occur.  Please note that an order in the status of Shipping may have already been shipped but not yet updated on our website.
  • Restocking Fees - Although unlikely, a 20-25% re-stocking fee may apply, as depending on the item and supplier we may be charged this fee.

Incorrectly ordered goods:

If you are not sure which cartridge would best suit your printer or if you are not sure you are using high yields contact us.

  • We do have a time limit on incorrectly ordered goods which is around 14 days and cancellation fees apply.
  • Packaging must not be opened on incorrectly ordered cartridges, if it is we may be able to purchase the item back at an acceptable price for resale as a remanufactured cartridge through our shop front..

Faulty goods:

There are many occasions where both toners and ink cartridges are found not to be faulty. Please ensure you have performed your printer recommended cleaning procedures before returning any goods to us alternately contact us for advice. Warranty on all cartridges is 90 days from date of delivery.

  • All returns shall be accompanied by the relevant documentation including description of goods, proof of purchase and invoice number
  • Goods will be subject to the manufacturer’s warranty for each Brand see below.

Vendor Return / Warranty Procedures

Consumables


Brother

InkQuip must send all faulty Item claims to Brother Australia for evaluation. To evaluate your return,

Brother require a print sample, copy of the original tax invoice or proof of purchase and a print configuration report

with all toner and drum returns. If Brother rejects the claim, a job sheet and the item will be returned to you with

your next order. Thermal transfer rolls will be replaced only. Please note: This process may take up to 8 weeks to

complete.

 

Canon

All canon items must weigh above the minimum return weight for approval. Canon ink cartridges will be tested

and checked against the fault claimed. Our approval decision will be made based on the results of these tests.

Canon toner cartridges must have a test page of the fault. If a test page is not supplied the claim will be rejected,

as we cannot pursue the claim with Canon. All items will also be checked for refilling, remanufacturing and

tampering. All of which will void any warranty the item may have.

 

Epson

All Epson inks have a 6-month warranty period from the date of the original invoice. Empty Epson cartridges will

not be accepted for credit. Credits will only be issued for original Epson product being returned, compatible

products will not be tolerated.

 

Fuji Xerox

InkQuips supplier does not accept return of faulty Fuji Xerox product. End users must contact the Fuji Xerox

Customer Service Centre on 1800 811 177 and follow the voice prompts to the Technical Support department.

There the customer can discuss their issue with the Technical Support Team. If Fuji Xerox deems the customers

claim to be substantiated then the customer will be directed to forward the faulty item to their nearest Fuji Xerox

 

HP

Hewlett Packard will not accept any expired, refilled or remanufactured ink cartridges. Ink cartridges will also be

checked against HP’s minimum return weights which can be found near the back of the returns guide. If a

cartridge is below this weight, then HP will classify it as empty. To check the expiry date on HP ink cartridges, see

the HP returns data page. HP toner cartridges will require a print sample of the fault, and are tested under the

same process as the ink cartridges.

 

IBM

All IBM toner returns must have a print sample of the fault to be accepted for return.

 

Imation

All Imation products have lifetime warranty.

 

Konica Minolta

Faulty Konica Minolta items must be returned with print samples and/or descriptions of the fault. Items will be

weighed and tested for faults by our technician.

 

Kyocera

InkQuip will only accept back faulty Kyocera consumables. These will be weighed and tested for faults

by our technician. For any D.O.A. or faulty hardware you must contact Kyocera directly on 1300 658 348 for repair

or replacement.

 

Lexmark

All faulty Lexmark consumables are to be returned back to Ink quips supplier You must return these items with

print samples and/or descriptions of the fault. Lexmark toners and inks will be weighed and tested for faults by our

technician and a credit will be issued accordingly.

 

Oki

Ink Quips supplier does not accept return of faulty OKI product. End users must contact the OKI Customer

Service Satisfaction Centre on 1800 807 472 and follow the voice prompts to the Technical Support department.

There the customer can discuss their issue with the Technical Support Team. If OKI deems the customers claim

to be substantiated then the customer will be directed to forward the faulty item to their nearest OKI

representative for assessment. If the item is faulty, OKI will issue replacement stock.

 

Panasonic

Fax rolls will not be accepted back as faulty items. If you have a problem with these items please call the

Panasonic service centre. Panasonic require the following information before accepting any Toner or Drum unit

for assessment; a sample of what the products are doing, meter readings of when the toner/drum was installed

and a reading of when it faulted. Panasonic are very strict with this and unless they have all three they will not

assess the goods. Dynamic Supplies has no option but to insist that these three items of information must be

supplied to us with your Return Request or your claim will have to be denied.

 

Print Rite

The Print-Rite returns policy is very simple & user friendly. If you have a faulty cartridge all you need to do is fill

out the return request form as per usual, but you must also include the batch number, which is easily found on the

side of the cartridge. DO NOT RETURN OR DISPOSE OF THE ITEM. Only when you have received confirmation

of the credit, may you dispose of the cartridge, as you may be asked to return the faulty cartridge for testing.

 

Samsung

This is in relation to all Samsung hardware and consumables. If a Samsung item should fail to operate correctly

within 14 days of the End User’s purchase date, please complete the Return Request Form as usual but take note

that you must include a copy of your invoice to your customer as proof of purchase when faxing your request

through. InkQuips supplier cannot make a claim without this and Samsung will not authorize credit without this.

 will arrange collection and pay freight for faulty hardware. A credit will only apply when Samsung have

collected the item from  and deem it as faulty. This takes up to 8 weeks from the time the faulty

item returns to

Should a failure occur after the 14 day period, the claim will be processed by Samsung directly, and the End

User/Consumer should call the Samsung Customer Care Center on 1300 362 603. will not

have any involvement if it is outside the 14 day D.O.A. period.

 

Sharp

Toners and Drums returned as faulty will be checked by our Sharp technician. Our technician will require specific

information detailing what is wrong with the item, if insufficient information is given, the sharp technician will reject

the claim. The results of our technician’s inspection will be used to determine whether the claim is accepted or

not.

 

Sony

Sony media will be accepted under warranty unless purchased over 12 months from request for return date.

 

White Box

If you have a faulty White Box item, please inspect the cartridge for a batch number and supply that number when

you fax through the completed return form. This is usually a sticker on the cartridge itself that states “batch

number” and has two lines underneath it. Not all White Box items have a batch number sticker. If a batch number

is found and supplied on the request form a credit can be given without the return of the cartridge. However if a

batch number cannot be found the cartridge must be returned to Dynamic.

 

Hardware


Canon - 13 13 83

DOA PERIOD - 14 Days from date of Purchase *

Canon has a ‘Technical Support’ line for end users. So when your resellers have a customer problem they can

refer them to the Technical Support line - 131 383. The Technical Support line is the first place a customer should

go to determine if their product is faulty or if it is ‘user error’. DOA is 14 days from the date the end user

purchases the product. The goods are replaced - by the reseller, or credited if that is what the end user wants.

Then the reseller claims on the distributor and then the distributor claims on us with the supporting invoices.

When is RMA valid for application

Manufacturing defective product which is returned to store within 14 days of purchase. Retailer can

refuse to replace item if goods do not exhibit a manufacturing defect. Calculators & Accessories such as

batteries and chargers have a 12 months DOA period; refer to RMA Policy November 2008; lenses are

classed as Camera hardware and are only applicable in first 14 days of purchase for return credit if

defective.

If customer is not satisfied with repairs provided by Canon Service or Customer Care Provider this

type of feedback must be dealt by our Customer Care line 13 13 83 via customer feedback register

(CFR) or Sales Force number are not approvals. Going back to retailer is not an option as replacement

unit will be supplied by Canon to service provider, if a repair has not been met satisfactorily

 

Fuji Xerox - 1800 811 177

DOA PERIOD - 7 Days from date of Purchase

Fuji Xerox has a ‘Technical Support’ line for end users. So when your resellers have a customer problem they can

refer them to the Technical Support line -1800 811 177. The Technical Support line is the first place a customer

should go to determine if their product is faulty or if it is ‘user error’ DOA is 7 days from the date the end user

purchases the product. The goods are replaced directly via Fuji Xerox

RMA PROCESS

The process is as follows: InkQuip refers their customers directly to the Fuji Xerox Service Department,

who then deals with them directly and DS is not involved unless there is a credit to be raised.

DS refers their Customer directly to our Service Department, either by email

support.aus@fujixerox.com or by phoning 1800 811 177 (Australia) or 0800 449 177 (NZ)

Support will then send a tech or part/consumable directly to the customer if it is a warranty issue and can

be fixed, however if it is DOA then paperwork is logged

Signed paperwork, then goes to the Logistics department for processing.

Once it has been processed the customer is contacted directly for delivery of the new unit and collection

of the old DOA unit.

 

Kyocera - 13 KYOCERA

DOA PERIOD – 5 Days from date of Purchase

KYOCERA have a ‘Technical Support’ line for end users. So when your resellers have a customer problem they

can refer them to the Technical Support line 13 KYOCERA. The Technical Support line is the first place a

customer should go to determine if their product is faulty or if it is ‘user error’ DOA is 5 days from the date the

end user purchases the product. The goods are replaced directly via Kyocera.

When is RMA valid for application?

RA Terms and Conditions / Procedures. [verMC291111]

DOA - A product sold to an end-user within five (5) days of the purchase date is found to fail or

malfunction or has been damaged in Transit (DIT). The total page count of the product if applicable

must not exceed one hundred (100) pages.

When DOA is declared by an authorised Customer Service Personnel for an entry level product, the

product may be exchanged with the end user directly instead of the end user returning the product

through the Channel where they purchased the product from.

Customer’s Error. Under special circumstances, the Customer is liable for 20% Restocking Fee as

Kyocera Mita Australia has a firm ‘No Return Policy’ for products that are no longer required or

ordered incorrectly.

Shipping / Logistic Error and DOA will only be considered for Credit if claimed within ten (10) working

days from the date of delivery

RMA PROCESS

For all DOA related issues, Customers are advised to contact Customer Service on 13 KYOCERA.

Customer Service should try to resolve DOA issues satisfactorily with the Customer as follows:

Over the phone If possible to verify and confirm if it is a DOA and organise for the return of the Customer

product.

To organise for a visit either by our Customer Service Engineer or Authorised Service Provider if

necessary to confirm if it is a DOA and organise for the return of the Customer product.

In both cases, Customer Service shall log a service call and provide this SV number to the Customer

should they decide to follow-up on the progress of their request.

When DOA is confirmed, the Service Controller shall be informed to update the service call in Service

Alliance.

The Service Controller shall liaise with the Branch Administrator to complete a KMAUSF038 Returns

Form and organise for the return of the product to their respective Branch. (Note: Customer may not

require to complete the RA Form)

The RA Request shall be authorised

 

Lexmark – 1300 362 192 Option 3

DOA PERIOD – 7 Days from date of purchase

LEXMARK have a ‘Technical Support’ line for end users. So when your resellers have a customer problem they

can refer them to the Technical Support line 1300 362 192 Option 3. The Technical Support line is the first place a

customer should go to determine if their product is faulty or if it is ‘user error’ DOA is 7 days from the date the

end user purchases the product. The goods are replaced directly via Lexmark.

RMA PROCESS

The process is as follows: InkQuip refers their customers directly to the Lexmark Service and Support

Line

Lexmark Service and Support will deal with the customer directly and DS is not involved unless there is a credit

to be raised.

DS refers their Customer directly to the Lexmark Service Department, either by email

austserv@lexmark.com or by phoning 1300 362 192 Option 3

If the product is deemed to be DOA by Lexmark Service and Support: A Service Call is logged for an

assessment to be completed by a accredited Technician

RA Terms and Conditions / Procedures. [verMC291111]

If a product is deemed to be DOA by Lexmark service and Support or fails a correction attempt a

replacement will be organised directly by Lexmark. The new unit will be dispatched directly to the client

site.

Where the printer is under onsite warranty the end-user will contact Lexmark Service and Support by

either by telephone: 1300 362 192 Option 3 or by using the online service request form available on

their Lexmark website www.lexmark.com.au

 

Samsung

DOA PERIOD – 14 Days from date of purchase

B2B Product Support Line

1300 550 226

Itb2b.service@samsung.com

B2B/Corporate End User and Dealer support line with dedicated product support specialist for:

B2B product information/specifications and technical support

B2B product installation and software setup assistance

B2B service call bookings

Escalations

General User and Consumer Product Support Line

1300 362 603

End User support line with product support specialists for

Domestic product and end user enquires

General service bookings

We are yet to receive an official RMA process from Samsung so in the meantime please refer these numbers to

the appropriate customers in the first instance.

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