We understand there are circumstances where goods need to be returned for reasons out of customers control which can be the direct result of incorrectly ordered goods, goods no longer required due to printer exhaustion or even damaged or faulting goods. These reasons are an inevitable concept when supplying technological goods like printer consumables. Understanding that these events do occur, we try to make the process be transparent and smooth as possible.

To return any product, you must first Contact Us to obtain a Return Authorisation (R.A.) number.

When returning goods, the R.A. number must be shown on the outside of the packaged goods, the R.A. number acts as identification and helps streamline the process. Returned parcels without an R.A. number will be rejected on attempt of delivery. Any associated costs in lieu of rejection of goods, outside of PCDs control, is at customers expense. R.A. number remains valid for 14 days from date of issue.

Change of Mind or Incorrectly Ordered Goods Criteria

To qualify for return of Change of mind or Incorrectly ordered goods.

• - All items, due to change of mind or incorrectly ordered goods, must be returned within a 60-day period from date of issued invoice.
• - When sending goods back ensure to obtain a tracking number as a precautionary measure in the event goods become lost
• - All change of mind or incorrectly ordered goods will incur a 15% cost of goods restocking fee.
• - All items must be returned in original packaging including internal protective packaging, remain unused, undamaged and free of any additional marks or defects. Items must remain fit for resale. For this reason, it’s essential to use external packaging to protect goods during transit.
• - Customer is responsible for all associated return freight costs.

If conditions aren’t adhered to, we reserve the right to decline credit or a refund.

All rejected printer consumables will be held for 90 days. If no instruction is received within that time, the rejected item will be disposed of. Shipping fees or any associated costs for the return of a rejected item will be passed on to the customer.

Items Missing or Damaged in Transit

Be sure to check your deliveries upon receipt. All shipping discrepancies must be reported within 48 hours from the date of receipt. Contact Us and notify of any shipment discrepancies.

Return of Faulty Items

Our goods and services come with guarantees that cannot be excluded under Australian Consumer Law. We do reserve the right to decline replacement, credit or refund where products have endured improper and abnormal use, neglect or general wear and tear. Refer to and follow any cartridge instructions that were specifically provided with the cartridge in conjunction with instructions from the printers Operating Manual.

If a cartridge isn’t being recognised in the printer then first thing is to give the Power off Theory a try!

This tends to be a common problem where a printer has issue reading correct information from the chip located on the cartridge. The technological adage “Have you tried turning it off and on again?” certainly rings true when troubleshooting printing faults. Performing the Power off Theory can resolve and avoid potential returns allowing you and the printer to be up and running sooner rather than later. Do yourself a favour and ensure to give it a go, you may be pleasantly surprised with the outcome.

Power off Theory

1. Step 1.) While the printer is turned on, open the cartridge access door.
2. Step 2.) Wait for the printer to come to a complete stop.
3. Step 3.) Remove the off¬ending cartridge/s from the printer and close the cartridge access door.
4. Step 4.) When the printer has stopped motioning, power the machine down.
5. Step 5.) Once powered down remove power from back of printer or from the wall, whichever is easier to access, for 1 – 2 minutes.
6. Step 6.) If the cartridge in question is toner related, please tilt the cartridge gently from side to side 5 – 6 times to loosen and redistribute toner.
7. Step 7.) Plug the machine back in and power it back on. The printer engine will engage and continue to warm up.
8. Step 8.) When the printer has stopped motioning and is asking for cartridge/s to be installed, ensure to install one cartridge at a time, shut the door, allow the cartridge to read and recognise.
9. Step 9.) Repeat the process if needed until all cartridges are installed and recognised.

If the Power off theory fails to resolve the recognition issue then most likely we will be dealing with a faulting product. For additional data, try installing the old cartridge and observe if a different error code is received.

Get in contact with us and provide details of issue. One of our technical team may be able to provide troubleshooting assistance getting the printer up and running sooner rather than later!

We offer a 12-month warranty period on purchased product. Any product that falls outside this period we reserve the right to decline for return. However, do make contact and discuss as it’s not solely limited to this time frame, we’re not robots at PCD, humanity and compassion can play a significant role in decision making.

Toner Life and Page Yields are an approximation only as many factors of printing contribute towards these complex calculations. With these variables in place, Toner Life and Page yields will always remain an approximation. Humidity, single or multi page prints, excessive shading or even simply turning on the printer (which performs an automatic clean) are some of the contributing factors and is why it’s deemed that a cartridge with an approximate life left of <20% is, considered, a successfully used cartridge.

All faulty items returned to PCD require the following supporting documentation

• • Must have a clear and accurate fault description.
• • A print sample must be provided on claims of print quality issues.

Although rare, where a technician is involved in the repair, we require the following documentation in writing

• • A completed Field Service Report must be provided for all copier products.
• • Confirmation that the repairer is an authorized service agent for the brand of the machine in question.
• • Full technicians report (written & signed) including the following
• • A detailed description of how the fault occurred
• • What role (if any) our products played in the fault.
• • Any damaged components and faulty cartridges involved/replaced.
• • All technician documents must be approved by PCD before credits will be issued.
• • Any products returned without an approved R.A. number will not be accepted and will be returned at the customer's expense.
• • If immediate replacements are required before returned goods are received, any replacements will be invoiced before being sent.

Customers will be reimbursed upon receipt and inspection of the returned products. Credit will not be issued for goods incorrectly ordered & opened in error.