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Return / Refund / Cancel Policy

Return & Refund Policy

Product Return Policy and Procedure

We want to make the return process as simple as possible. Please read the following policy carefully before returning any product.

Order Cancellation

To request cancellation, contact order@tonerink.co.nz or 09 576 0834 as soon as possible and quote your order number. We will check whether the order has already been dispatched and confirm whether it can be stopped. A cancellation is not confirmed until we have replied.

If your order has already been dispatched and cannot be stopped, please follow the return procedure below. For a customer-requested cancellation, any applicable original payment-processing cost that is not refunded to us may be deducted as explained in section 7. This is an actual retained processing cost, not an additional fee simply for operating the refund.

1. Return Period

Customers may request a return within 30 days of receiving the product.

If you request a return within 48 hours of receiving the goods, you do not need to provide a reason. After the first 48 hours and within the 30-day request period, a reasonable reason is required. Please explain the reason when contacting us so we can assess your request and advise the appropriate procedure.

The 48-hour no-reason offer does not mean that a return or cancellation is free of all charges. The applicable return procedure, return conditions and disclosed costs still apply. Please obtain an RMA number before sending goods back.

Faulty, damaged or incorrectly supplied products are handled separately under the applicable remedies. Nothing in this policy limits your rights under the Consumer Guarantees Act 1993 or other applicable New Zealand consumer law. The voluntary 48-hour and 30-day return periods do not replace or restrict those rights.

Returns can be made:

  • In store, or
  • By mail or courier

An RMA (Return Merchandise Authorisation) number must be obtained from us before sending any product back.

2. Return Types

The return process depends on the reason for the return.

A. Defective, Damaged or Incorrect Product

This includes:

  • We sent the wrong product.
  • The product was damaged during delivery.
  • The product arrived leaking or damaged.
  • The product is defective or does not work as intended when received.

For these situations:

  • Please contact us and request an RMA number.
  • We may ask you to provide photographs or videos of the product, printer, packaging, error message, or issue.
  • We may ask you to complete reasonable troubleshooting or testing to determine the cause of the problem.
  • Where applicable, we will provide a return shipping label.
  • We will cover the reasonable return shipping cost where the product is confirmed to be defective, damaged, or incorrectly supplied.
  • Depending on the circumstances, we may provide a replacement, store credit, or refund.

We may need to inspect or test the product before determining whether it is defective.

B. Customer Remorse / Incorrect Purchase

This includes, but is not limited to, situations where:

  • You ordered the wrong model or cartridge.
  • You selected the wrong product for your printer.
  • You no longer require the product or have changed your mind.
  • The product is unsuitable because the incorrect model was purchased.
  • You are unable or unwilling to provide reasonable information or assistance required to determine whether the product is defective.
  • You do not agree to provide photographs or videos showing the product, printer, error message, or issue.
  • You do not agree to bring the printer and our product to our premises for inspection, where reasonably requested.
  • You do not agree to participate in reasonable video-based troubleshooting with our team.
  • You do not agree to try a second cartridge or product supplied by us where this is reasonably requested for troubleshooting or diagnosis.
  • You do not agree to perform a comparison test using the original/OEM cartridge where reasonably requested.
  • You advise that you are too busy or do not have sufficient time to carry out reasonable checks, installation steps, troubleshooting, or testing required to determine whether the product is defective.
  • You decline reasonable troubleshooting or diagnostic steps that are necessary to establish whether the issue is caused by the cartridge, printer, installation, printer settings, firmware, or another factor.

Where a customer does not provide reasonable cooperation or the information required to establish whether a product is defective, we may be unable to classify the return as a defective-product return. In such circumstances, the return may be treated as a Customer Remorse / Incorrect Purchase return and will be subject to the applicable conditions, return shipping costs, restocking fee, repackaging costs, and other applicable deductions set out in this policy.

For Customer Remorse / Incorrect Purchase returns:

  • The customer is responsible for safely returning the product to us.
  • The customer is responsible for the return shipping cost.
  • Any original shipping cost may be deducted from the refund, even if the original order qualified for free shipping.
  • A restocking fee of 20% of the product value, with a minimum charge of NZD $9.99, may apply.
  • If the original packaging has been opened, additional reasonable repackaging costs may apply.

Where possible, we recommend exchanging the product for the correct cartridge model or keeping the value as store credit for a future purchase.

3. Return Conditions

To be eligible for a standard Customer Remorse / Incorrect Purchase return, products should be:

  • New and resalable
  • Unused
  • Unopened
  • Undamaged
  • In the original packaging
  • Complete with all original accessories
  • Free from additional shipping labels, writing, or other marks

We recommend placing the original product packaging inside suitable external shipping packaging to protect the product during return transportation.

Opened Products

If the product or original packaging has already been opened, please contact us before sending the product back.

We will advise whether the return can be accepted and provide instructions for safely returning the product.

Additional repackaging costs may apply where the original packaging has been opened or damaged.

4. RMA (Return Merchandise Authorisation)

A Return Merchandise Authorisation (RMA) number must be obtained from us before sending any product back.

Products returned without prior approval and a valid RMA number will not be accepted and may be discarded at the sender's cost and risk.

Please contact our Returns Department or use our online RMA request process to submit your return request.

When submitting an RMA request, please provide:

  • Product Model: The cartridge model number
  • Product Code: The serial number printed on the side of the cartridge. If there is no serial number, please provide your printer model.
  • Order Number: Your original order number
  • Printer Error: The error message displayed by the printer, if applicable
  • Photos or Videos: Where requested, photographs or videos of the cartridge, printer, error message, and/or shipping packaging

Providing accurate information and cooperating with reasonable troubleshooting requests helps us identify the cause of the issue and process your return more quickly.

5. Common Return Situations

Ordered the Wrong Model by Mistake

Please contact us before returning the product to obtain an RMA number.

The product must meet our return conditions. A 20% restocking fee, with a minimum charge of NZD $9.99, may apply.

Additional repackaging costs may apply if the original packaging has been opened.

The customer is responsible for the return shipping cost.

Leaking or Damaged on Arrival

Please contact us as soon as possible and provide photographs of the product and shipping parcel.

We may ask for additional photographs or videos to assess the damage.

Where the product is confirmed to have been damaged during delivery or was defective on arrival, we will arrange an appropriate remedy, which may include a replacement, refund, or store credit.

Where applicable, we will provide a return shipping label.

Received the Wrong Item

If you received an item different from the item ordered, please contact us and provide photographs of the product and shipping parcel.

After confirmation, we may arrange a replacement, refund, or store credit and provide a return shipping label where applicable.

Incompatible, Unable to Install, Faulty or Not Working on Arrival

If you believe that the product is faulty or incompatible, please contact us before returning the product.

In many cases, an installation issue, printer setting, printer firmware, or incorrect installation may cause the problem.

Our team may ask you to:

  • Provide photographs or videos of the cartridge and printer.
  • Provide the error message displayed by the printer.
  • Try reasonable installation or troubleshooting steps.
  • Participate in video-based troubleshooting.
  • Compare the result with the original/OEM cartridge.
  • Try another compatible cartridge where appropriate.
  • Bring the printer and cartridge to our premises for inspection, where reasonably requested.

These steps help us determine whether the issue is caused by the cartridge, printer, installation, printer settings, firmware, or another factor.

If the product is confirmed to be faulty, we will provide an RMA number and arrange the appropriate return, replacement, refund, or credit.

6. Printer Firmware Updates

Compatible ink and toner cartridges may be affected by printer firmware updates.

Printer manufacturers may release firmware updates either manually or automatically. These updates can sometimes prevent compatible cartridges from being recognised or working correctly.

Cartridges that stop working as a result of a printer manufacturer's firmware update released after the cartridge was supplied are not covered by our product warranty.

If you experience this issue, please contact us. We may be able to provide information or assistance regarding your printer and cartridge.

7. Original Payment-Processing Costs

For a customer-requested cancellation, change-of-mind return or incorrect-purchase return, we will deduct the applicable original payment-processing cost actually charged to us and not refunded by the payment provider. The amount depends on the payment provider and the original transaction; it is not a universal fixed percentage for all payment methods.

Before processing the refund, we will explain the deduction and confirm the refund amount. We will not deduct the same original processing cost more than once. Any deduction on a partial refund will be identified clearly, taking account of any earlier deductions for the same transaction.

We do not deduct payment-processing costs from a refund for a product confirmed to be faulty, damaged or incorrectly supplied. Nothing in this section limits your statutory rights.

8. Shipping Costs for Customer Remorse / Incorrect Purchase Returns

For Customer Remorse / Incorrect Purchase returns:

  • The customer is responsible for the return shipping cost.
  • The original shipping cost may be deducted from the refund amount.
  • This applies even where the original order qualified for free shipping, as an actual shipping cost may have been incurred by us in fulfilling the original order.

9. Refund Processing

Approved refunds will be returned to the original payment method wherever possible. We aim to submit an approved refund within five business days after the refund amount has been confirmed and, where a return is required, the goods have been received and assessed. Your bank or payment provider may take additional time to show the credit.

We will explain any applicable deductions before processing the refund.

Once the returned product has been received and inspected, we will process the applicable refund, replacement, or store credit.

The amount of any refund will depend on the reason for the return and the applicable conditions outlined in this policy.

Where applicable, deductions may include:

  • Restocking fees
  • Repackaging costs
  • Original shipping costs
  • Return shipping costs
  • Payment processing fees

Any deductions will be communicated to the customer where applicable.

10. Rejected Return Requests

If your return request is rejected, we may email you with an explanation of the reason.

A return may be rejected if:

  • It falls outside the applicable return period.
  • The product does not meet the applicable return conditions.
  • The product has been used or damaged by the customer.
  • The required information or evidence has not been provided.
  • The customer does not cooperate with reasonable troubleshooting or diagnostic procedures where necessary to determine whether the product is defective.
  • The return is otherwise outside the applicable terms of this Return Policy.

If you believe your return should qualify under this policy, please contact our Returns Department so we can review the situation.

11. Return Address

Please contact us and obtain an approved RMA number before sending any return.

Returns should be sent to:

Tonerink.co.nz
47A Hope Farm Avenue
Pakuranga Heights
Auckland 2010
New Zealand

Please ensure the RMA number is clearly included with the return as instructed by our Returns Department.

Any parcel returned without prior approval and a valid RMA number may be refused or discarded at the buyer's cost and risk.

Important Notice

Nothing in this Return & Refund Policy is intended to exclude, restrict, or modify any rights or remedies that customers may have under applicable New Zealand consumer law.

Where a product is covered by mandatory consumer guarantees or other applicable legal protections, those rights will continue to apply.