If you've ordered the wrong items or changed your mind about the consumables you purchased, Ink Hero is pleased to provide the option for a store credit or refund on any unused and unopened items you return. Please note that the initial shipping fee associated with your original order is non-refundable.
It is your responsibility to cover the return shipping charges and insurance. Ink Hero will not provide credit or refunds for these associated costs.
All returns can be initiated during the shelf life of the product from the purchase date (usually 36 months)
All returned items must be in their original packaging, unopened, unused, undamaged, and without additional shipping labels or marks. Unfortunately, resealed items cannot be accepted. To ensure the condition of returned goods, we recommend using separate external packaging for shipping.
To facilitate processing, including a tracking number with your return shipment is highly recommended. We cannot issue a store credit or refund for items that do not reach our warehouse.
Goods sent with a 'receiver to pay' arrangement will be rejected, and the courier will be responsible for proper disposal of the returned items.
In cases where these conditions are not met, Ink Hero reserves the right to withhold the issuance of a credit or refund. Rejected printer consumables will be stored for 30 days. If no instructions are received within this timeframe, the rejected items will be disposed of, with a shipping fee applicable for returning rejected items to you.
Please inspect your deliveries upon receipt. If any items arrive damaged due to transit, you must report this to Ink Hero within 48 hours from the receipt date. For assistance, kindly send a photo of the damaged packaging and/or products, along with your order number, to support@inkhero.ca.
Our products are covered by guarantees as provided by Canadian Consumer Law.
We are prepared to issue replacements, refunds, or store credits for any faulty items during the shelf life of the product.
Do not dispose of suspected faulty items, as we may require their return. If necessary, our customer service team will coordinate a collection for faulty items.
It's possible that consumable products, such as toners and ink cartridges, returned to us are found to be non-faulty. Prior to returning items, ensure you've selected and received the correct items for your machine. Additionally, perform recommended print head cleaning and alignment procedures.
If under-warranty items are found faulty, you are entitled to a repair, replacement, credit, or refund. Claims for repair, replacement, credit, or refund will be declined if the product fault is attributed to misuse, neglect, normal wear and tear, improper assembly or modification, damage to packaging only, or damage during your handling and transportation of goods.
Note the following:
Upon receipt of the goods, an evaluation will be conducted, followed by communication regarding the outcome. If the items are found faulty, arrangements will be made for their return to our warehouse at no cost to you.
Each case will be reviewed individually, and an appropriate solution will be offered based on the nature of the issue. When contacting Ink Hero, please provide as much information as possible, including videos and/or photos for the best assistance.
If the tracking number for your package shows no activity or delivery confirmation, it is possible that the shipment is still in transit or out for delivery. Packages are not always scanned at every facility they go through during shipment, so you may not see any updates for a few days.
If it has been more than 5 business days without an update, please contact our Customer Service. We will contact the shipping company and trace the package. They will investigate and get back to us with an update within 2 business days.
If the package is not found after the trace, a claim has to be filed. Ink Hero will file the claim and continue to follow-up until the package is delivered or declared lost. Once the claim is accepted by the shipping company, we will be able to either send you a replacement at no cost or issue a refund.
However, when the tracking number shows a package was delivered (and signed for when it is required) and was shipped to the correct address, no claim can be filed, and we can neither send a replacement nor issue a refund.
If a shipment is returned to our warehouse for some reason (not called for, the shipping address is incorrect, the carrier is unable to locate the recipient, etc.), we will contact you to confirm any information that is necessary to reship your package.
Once the returned items are received, we will inspect them and process the replacement or refund the order. Our normal turnaround time is 5 business days.
If you requested a refund, your original payment method will be credited. Please allow an additional 3-4 days to see the credit reflected on your card statement.
No exchange will be processed until we have the product you are requesting to be exchanged in our possession.
No refund can be issued until we have the product in our warehouse that you are requesting a refund on.
For any returns received outside of the above policy, items will be held for a maximum of 14 working days. Ink Hero will attempt to contact the customer via phone and email, but if no contact is made or successful response received within the 14-day period, Ink Hero will recycle or dispose of the products accordingly.