Defective ProductsAll of our Cool Toner branded products are backed by a LIFETIME 100% Satisfaction Guarantee. Any remanufactured or compatible product purchased from Cool Toner is covered from the date of purchase for the lifetime of the product. Problems happen from time to time and we want to assure you that the appropriate action will be taken to replace the product or issue a full refund--your choice. Simply contact one of our friendly customer service representatives and we will make it right.
Incorrectly Ordered ProductsPurchase the wrong cartridge? As long as it’s unopened and in sellable condition we will gladly exchange it for the correct item or offer you a refund. Please contact us within 30 days of the original order date and we can get you taken care of!
Any and all items that were ordered incorrectly and opened in any way are non-refundable. We cannot resell an item once it has been opened. Please double check your printer model and part numbers when ordering & before opening.
Incorrectly Received ProductsAny incomplete orders, lost packages, or incorrectly received products must be reported to our returns department within 30 days of the original order date to qualify for a replacement.
Canceling OrdersAll orders are shipped within a few hours to ensure timely delivery. If you need to cancel your order, please notify us as soon as possible. If the order has not left our warehouse, we will cancel the order and issue a full refund.
Orders that have left our warehouse cannot be canceled. This means the order is on its way to you. Once you receive the order, you may contact us and obtain an RMA (Return Merchandise Authorization) to return the package.
Shipping ChargesWe are only responsible for the return shipping fee for mispackaged, lost, defective, or incorrect products. Shipping charges are non-refundable unless a mispackaged, lost, defective, or incorrect product received. And return shipping costs not for the above reasons should be at customer’s expense. We will provide you with a prepaid return shipping label which you can use to send the package to us. The return shipping fee will be deducted from the refund amount.
Customers returning items can expect to be refunded in the method in which they paid within 7-15 business days of our receipt of their accepted return. A refund will not be processed until the product is received by our warehouse.
Note: All returns and exchanges MUST include an RMA to be processed. Please contact us for an RMA before returning or exchanging a product. Packages received without an RMA will not be processed, and items will be discarded.