Returns & Warranty

• Freight on return goods will not be paid for by Toner Barn
• A copy of the RA Return Authority form with the official Toner Barn RA number must accompany all returns or no credit will be issued.  DO NOT RETURN GOODS WITHOUT AN RA NUMBER
• Defective products must be returned in the original cartons and with all original pieces, packaging materials and relevant manuals and cables, accompanied by a copy of the relevant invoice and RA form and number or credit will be denied.
• Toner and Laser cartridges MUST have a sample of the print (NO EXCEPTIONS) or credit will be denied.  Without this we are unable to process the return to the vendor of the product. Please see below information regarding specific branded products.
• Once returned, defective items will be inspected and assessed for credit. Some items will need to be sent away to various vendors for assessment and will only be credited upon approval from the vendor.  NOTE: you will have to re-order for a replacement.
• All unwanted or incorrectly invoiced stock items must be returned ‘un-opened’ and in ‘as new’ condition with no writing, sticky tape or any other form of labels or markings on them, or the credit will be denied and stock returned at the customer’s expense. (NO EXCEPTIONS).  NOTE: goods that have been opened but not used/installed and/or goods that were invoiced by Toner Barn greater than 60 days prior will not be accepted and the RA will be denied and where applicable stock returned at the customer’s expense.
• Choose your items carefully as a 20% restocking fee will apply to goods being returned where original fault of supply lay not with Toner Barn.  If you are unsure of what cartridge you need please contact us first.
• All claims for shortages or claims of damaged goods can only be accepted if made within 2 working days from the date of delivery to you.
• If product has been refilled, re-manufactured or tampered with in any way the claim will be rejected and sent back at the customer’s expense. (NO EXCEPTIONS)
• Seal and secure all goods to ensure unbroken arrival without leakage or loss in transit.
• These terms and conditions are subject to change without notice.

Brother

Toner Barn 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 ink, toner and/or 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. The Canon 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.

Fuji Xerox / Fuji Film

Toners and Drums returned as faulty will be checked by a Fuji Xerox technician. The technician will require
specific information detailing what is wrong with the item and a print sample of the fault is required, if insufficient
information is given, the Fuji Xerox technician will reject the claim. The results of the technician’s inspection will be
used to determine whether the claim is accepted or not. Empty Fuji Xerox cartridges will not be accepted.

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. 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.

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 Konica Minolta.

Kyocera

Toner Barn will only accept back faulty Kyocera consumables. These will be weighed and tested for faults
by Kyocera. For any D.O.A. or faulty hardware you must contact Kyocera directly on 13 59 62.

Lexmark

For all warranty issues in relation to Lexmark Inkjet and Laser supplies, the end-user should contact Lexmark
Technical Support on Ph:1300 362 192, option 3 to confirm the product is faulty. If the fault is confirmed the
end-user will be given a Job Number and referred by Technical Support to a warranty agent for replacement.

OKI

For the quickest response to all faulty items the end user should 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. If you do not wish to deal with OKI directly then Toner Barn can
deal with this on your behalf but please understand this will take a little longer and may require you to take your
printer to an authorised OKI agent for inspection.

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. Toner Barn 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.

Samsung

Toners and Drums returned as faulty will be checked by a Samsung technician. The technician will require
specific information detailing what is wrong with the item, if insufficient information is given, the Samsung
technician will reject the claim. The results of the technician’s inspection will be used to determine whether the
claim is accepted or not.

Sharp

Toners and Drums returned as faulty will be checked by a Sharp technician. The 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.

Q-Imaging

If you have a faulty Q-Imaging item, please inspect the cartridge and box for a batch number or version number
and supply that number when you complete the return form along with the model number of your printer. This is
usually a sticker on the cartridge itself that states “batch number” and has two lines underneath it. If a this information
cannot be found or does not match our records then the cartridge must be returned to Toner Barn with no exceptions.

White box / Compatible

If you have a faulty White Box item, please inspect the cartridge for a batch number and supply that number when
you complete the 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 / Compatible items have a batch number sticker. If a batch number cannot be found or
does not match our records then the cartridge must be returned to Toner Barn with no exceptions.

Brother

Brother Technical Support – Ph. 02 8875 6000
DOA PERIOD – 14 Days from date of purchase.

Canon

Canon Technical Support – Ph. 13 13 83
DOA PERIOD – 14 Days from date of purchase.

Epson

Epson Technical Support – Ph. 1300 361 054
DOA PERIOD – 14 Days from date of purchase by end user

Fuji Xerox

Fuji Xerox Technical Support – Ph. 1800 028 962
DOA PERIOD – 7 Days from date of Purchase

HP

HP Technical Support – Ph.: 13 10 47
DOA PERIOD – 14 Days from date of Purchase

Kyocera

Kyocera Technical Support – Ph.: 13 59 62
DOA PERIOD – 5 Days from date of Purchase

OKI

Technical Support (End-user) – Email: aus-support@oki.com / Ph. 1300 200 654

Samsung

Samsung has a technical support line for all end user product enquiries. The Technical
support line is the first place a customer should go to determine if their product is faulty.
The end user can contact the Samsung technical support line on Ph. 1300 362 603.