Returns

What type of product are you returning?

The following return policies are offered in addition to your statutory rights.

Select from one of the following options.

Returning : Own Brand Ink & Toner

The item is faulty / damaged in transit

With our own brand (compatible) ink and toner you get a 3 year guarantee. This covers you for any fault that might occur with the cartridge and any damage to printer equipment as a result. If you’re not 100% satisfied with the quality of our own brand ink and toner you can request a replacement or a refund, hassle free.

The wrong item was sent

If you believe an item has been sent to you in error, please report this within 14 days of delivery.

I changed my mind

If you have ordered an incorrect item or have changed your mind, you have 14 days as a business customer and 28 days as a domestic customer to arrange a return and the value of the goods used towards a replacement product or refunded. After this 14 day period it is possible to arrange a return, however restocking fees may apply and is at our discretion.

 Important : Please do not attempt to install or use any products that have been sent in error or where you have changed your mind.
Returning : Original Manufacturer Ink & Toner

The item is faulty / damaged in transit

All original manufacturer (OEM) ink and toner sold is covered by a standard manufacturer 6 month warranty. Within this period, if the toner develops a fault you can request a replacement/refund with no additional charges. If your item was damaged in transit, please let us know within 5 days of receiving your order. For any orders received with visibly damaged boxes, please refuse the delivery and let us know as soon as possible.

The wrong item was sent

If you believe an item has been sent to you in error, please report this within 14 days of delivery.

I changed my mind

If you have ordered an incorrect item or have changed your mind, you have 14 days as a business customer and 28 days as a domestic customer to arrange a return and the value of the goods used towards a replacement product or refunded. After this 14 day period it is possible to arrange a return, however restocking fees may apply and is at our discretion.

Important : Please do not open the packaging if you are in any doubt that the correct item has been sent or you have changed your mind. We can not accept goods where original manufacturer packaging has been opened.
Returning : Printers & Hardware

The item is faulty

If you order a printer and it becomes faulty within the first 30 days of receiving your order, please contact us and we can arrange for a replacement or collection and refund. In addition to this, all electronic hardware sold is covered by a standard manufacturer 1 year warranty. Within this period, if the product develops a fault you can also contact the printer manufacturer under the terms of the warranty and arrange for your printer to be fixed (or replaced if it cannot be fixed).

If your printer develops a fault after the initial 30 days, please contact us and we can help you to arrange for the printer to be fixed by a technician (under the terms of the warranty). If the printer develops a fault more than 6 months after delivery, you may need to prove that the printer was faulty when you received it but we can assist in getting your printer repaired by the manufacturer.

The item was damaged when it arrived

If you receive an item that looks visibly damaged when it arrives, please refuse this delivery and contact us right away. If the box is not visibly damaged but once opened the printer has a fault and does not work, please contact us within 5 days from delivery to report any damage that has occurred as a result of transit.

The wrong item was sent

If you believe an item has been sent to you in error, please report this within 5 days of delivery.

I changed my mind

If you have ordered an incorrect item or have changed your mind, you have 5 days to arrange a return. The packaging must be unopened and in a resalable condition until collection/delivery.  After the 5 day period it may still be possible to return the item, however this remains at our discretion and where a restocking fee may apply.

 

Important : Please do not open the packaging if you are in any doubt that the correct item has been sent or you have changed your mind. We can not accept goods where original manufacturer packaging has been opened.

How to return a product…

Follow these easy steps to start your return.

Step 1

Start a return by contacting us:

Call: 0845 365 3605

Email: support@tonergiant.co.uk

Please have your account and order details ready so we can process your query as quickly as possible

Step 2

  • You will be issued with a Return Merchandise Authorisation (RMA) number.
  • We will then arrange to collect your item(s) or provide you with a postage address depending on the agreement of the return.
  • Once we are in receipt of a returned item please allow 3-7 days for a refund or replacement to be issued.
Return Policy Details

Goods Damaged in Transit

If any goods were damaged in transit, we ask that you report it to us within 3 working days (please note that this is 48 hours for our business customers). If the items are visibly damaged on receipt, it’s best to sign the carrier’s delivery note accordingly. Items should be returned in their original packaging complete with all accessories and documentation. Once received back into our warehouse, we’ll issue a replacement or full refund to you via your original payment method and reimburse your reasonable return carriage costs (if you were asked to return items yourself).

Faulty Goods (Ink & Toner Cartridges)

If your product is faulty or should become faulty, you can obtain a replacement or refund within 6 months of purchase – you must be able to provide your order number. In addition, TonerGiant compatible toners carry a 36 month warranty and can be returned for a replacement or refund in this timescale.

If you change your mind (Within 14 Days)

If you have changed your mind within 14 days from the day after the goods were delivered, then a full refund will be offered in the form of a discount voucher. You must take reasonable care of the goods until they are returned to us.

In particular this means that you will:

  • – not open shrink-wrapped or blister pack products or break any manufacturer’s seals
  • – not load any included software onto any PC or laptop
  • – return in good condition all packaging, manuals, cables etc

If you change your mind (After 14 days)

If you wish to return goods after 14 days from the day following day of receipt, because you have ordered the incorrect items or you have changed your mind you may still do so and have the value of the returned items transferred towards replacement goods. Please note, a restocking fee will be charged. All goods must be unopened and in their original packaging.

Please note that we will accept goods back under these conditions up to a maximum of one calendar month from date of ordering. This additional right to return goods after 14 days does not affect your statutory right to return goods.

How do I return my Oki, Philips or Dell products

If you need to return an Oki, Philips or Dell product that you have purchased and it has become faulty, unfortunately we are unable to collect these ourselves. Under instruction from the printer manufacturer, to return them you must arrange directly with them by calling one of the following numbers:
OKI – 020 36 91 90 98
Philips – 020 76 60 27 40
Dell – 0800 028 2660
To maintain our customer care standards we will do our best to arrange this on your behalf, however the printer manufacturers have stated that this must be done by the original purchaser.
Missed Collection
If an item has been supplied in error or has developed a fault we will arrange for collection free of charge, if this arranged collection is missed and a fee applies to re-booking the collection the customer will be liable for these charges.
Returning an item after a 28 day warranty period.
At our discretion an item returned after the 28th day of warranty may be refunded in the form of a credit voucher to use against future orders.

How do I raise my returns request?

You can exercise your right to return your goods either by calling us on 0845 365 3605, or by email to support@tonergiant.co.uk.

Need Assistance? Call 0845 365 3605 or support@tonergiant.co.uk

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