Return & Refunds

Return & Refunds

Return Authorisation Terms and Conditions

Non Faulty Genuine product:
Goods Correctly Supplied by Toner Gear and returned for refund will incur a 20% re-stocking fee plus $15 administrative fee. Refunded items must fit the following criteria:
  • Freight paid by customer.
  • Unopened & in original packaging & in a re-saleable condition without any markings. Please do not write on the box, all product that has markings will be automatically declined.
  • Request via email must be made within 30 days from date of invoice.
  • All unwanted/no longer required products must be made aware to Toner Gear within 14 days from date of invoice.
Goods incorrectly supplied by Toner Gear will be collected and refund or replacement once returned to our warehouse.

Faulty Genuine product:
All goods (except Samsung, Fuji Xerox, OKI and Konica Minolta) must be returned to Toner Gear for assessment and testing within 3 months from date of invoice. If the fault is a printing problem a print sample MUST be supplied for a refund to be completed, if a print sample cannot be supplied, customer will not receive the refund.
The below items need to be directed to the manufacturers - details are listed below.

If a Samsung item should fail to operate correctly within 14 days of the customer's purchase date, please contact us via email with order number or invoice number. A refund will only apply when Samsung have collected the item from Toner Gear and deem it as faulty. This takes up to 8 weeks from the time the faulty item is returned to Toner Gear. Should a failure occur after the 14 day period, the claim will be processed by Samsung directly, and customer should call the Samsung Customer Care Center on 1300 362 603. Toner Gear will not have any involvement if it is outside the 14 day D.O.A. period.

Customers must contact the OKI Customer Service Satisfaction Centre on 1800 807 472 and follow the voice prompts to the Technical Support Department. If OKI deems the customers claim to be substantial and then the customer will be directed to forward the faulty item to their nearest OKI representative for testing. If the item is faulty OKI will issue replacement product.

Konica Minolta:
Customers must contact the Konica Minolta help desk on 1800 456 999. Konica Minolta will only accept returns from the actual user of the product and once deemed faulty, will replace the item directly. Toner Gear will not authorise any Konica Minolta returns.

Fuji Xerox:
Customers must contact the Fuji Xerox Tech Support via email at support.aus@fujixerox.comor 1800 811 177. , Fuji Xerox will ship a no cost replacement directly to the customer.

All faulty items returned to Toner Gear will be subject to the terms of the original equipment manufacturer.
Manufacturers require the following supporting documentation:
  • MUST have a clear and accurate fault description. (Does Not Work is not acceptable)
  • When making a claim for empty cartridges, a page count is required.
  • A print sample must be provided for the following fault reasons;
    1. Faint print
    2. Lines marks or blotches on page
    3. Poor print or colour quality
    4. Does not print all colours
  • Return of faulty product to be arranged and paid for by customer.
  • Goods returned to our warehouse & rejected by our Returns Department will be returned & will incur a $7.00 re delivery fee.

Faulty Compatible product:
Toner Gear will only offer a refund for compatible product 6 months after date of invoice.
Toner Gear requires compatible cartridge to be returned to Toner Gear with a print sample.
The cartridge will be inspected for the fault reported and if declared faulty a refund will be issued.
All goods returned to Toner Gear that were not purchased from Toner Gear will automatically be rejected. These goods will incur all collection and return freight costs.

Click here for warranty / return submission