Refund policy

Effective date: January 25, 2015
Last updated: June 24, 2026

This policy establishes The Printer Depot’s terms regarding returns, warranty requests, repairs, replacement parts, exchanges, shipping damage, refunds, chargebacks and order processing.

This policy applies unless different terms are expressly stated in a product listing, written quotation, invoice, purchase agreement or separate written limited warranty issued by The Printer Depot.

By placing an order with The Printer Depot, the customer acknowledges and agrees to this policy. Nothing in this policy limits any right or remedy that cannot legally be waived.

Important Information Before Ordering

Please review the following before completing your purchase:

• Standard return requests must be submitted within 30 calendar days of the original purchase date.

• All returns require prior written authorization from The Printer Depot.

• Palletized freight shipments and individual items weighing more than 65 pounds are generally final sale.

• Returns are not available solely because of a color preference, a change in the customer’s intended use or an intended installation space being too small.

• Customers are responsible for confirming product dimensions, weight, color, configuration, access requirements and suitability before ordering.

• Returns and warranty claims are separate processes. A warranty claim does not automatically authorize a return or refund.

This summary is provided for convenience. The complete terms below govern all requests and claims.

1. Authority to Evaluate Claims and Select Remedies

Except where applicable law or a separate written limited warranty expressly provides otherwise, The Printer Depot has the sole and final authority to evaluate all claims, determine eligibility and select the appropriate course of action.

This authority includes determining whether an order or product qualifies for:

• Technical support or troubleshooting;

• An end-user adjustment or repair;

• Professional repair service;

• Replacement parts;

• Product replacement or exchange;

• Return authorization;

• Refund or store credit;

• Shipping-damage assistance;

• Warranty service;

• Reimbursement of shipping or freight charges; or

• No further remedy.

The Printer Depot may require photographs, videos, diagnostic reports, configuration information, serial numbers, usage records, remote troubleshooting, carrier documentation, physical inspection or return of the product before making a determination.

A customer’s description of the problem, requested resolution or personal opinion will be considered but does not determine claim eligibility or the course of action.

Statements, diagnoses, reports, recommendations or opinions provided by the following parties are not binding upon The Printer Depot:

• Shipping carriers or freight companies;

• Independent information-technology firms;

• Independent technicians or repair facilities;

• Consultants, installers or service providers; or

• Any person or business not directly retained, assigned or expressly authorized in writing by The Printer Depot for the specific claim.

No employee, contractor, carrier, technician or other third party may authorize a repair, return, exchange, replacement part, refund, credit or reimbursement on behalf of The Printer Depot unless the authorization is provided or confirmed in writing by an authorized representative of The Printer Depot.

To the fullest extent permitted by law, The Printer Depot’s determinations are final. No exceptions will be made unless required by applicable law or an express written limited warranty issued by The Printer Depot.

2. Manufacturer Warranty Disclaimer

Unless expressly stated otherwise in writing, products sold by The Printer Depot do not include or carry a manufacturer warranty.

Any warranty expressly offered with a product is issued, administered and supported solely by The Printer Depot according to The Printer Depot’s applicable written limited-warranty terms.

The manufacturer is not responsible for providing warranty service, replacement parts, repairs, exchanges, refunds or technical support for products sold by The Printer Depot.

The Printer Depot alone determines whether a claim is covered and what remedy is available under its written limited warranty.

3. Returns and Warranties Are Separate Processes

The words “return” and “warranty” describe separate, independent and non-interchangeable processes under this policy.

A return request is a request for authorization to send a product back to The Printer Depot for a possible refund, exchange or credit. Return requests are governed exclusively by the eligibility requirements, deadlines, restocking fees, shipping charges, inspection requirements and exclusions stated in the return provisions of this policy.

A warranty request is a request for diagnosis or corrective service under an applicable written limited warranty issued by The Printer Depot. A warranty remedy may consist of troubleshooting, repair instructions, replacement parts, repair service, exchange, product replacement or another remedy selected solely by The Printer Depot.

A warranty request:

• Is not a return request;

• Does not extend or restart the return period;

• Does not automatically authorize the customer to return the product;

• Does not create an automatic right to a refund, credit or exchange; and

• Does not permit the customer to select the warranty remedy.

Likewise, submitting a return request does not automatically create or establish warranty coverage.

The Printer Depot alone determines whether a matter will be handled as a return request, warranty request, shipping-damage claim, parts request, repair request or another type of claim.

4. Shipping-Damage Claims

Customers should inspect shipments promptly upon delivery.

If an item appears to have been damaged during shipping, the customer must notify The Printer Depot as soon as possible—preferably within two business days—by emailing Sales@theprinterdepo.com.

The claim must include:

• The order number;

• A description of the damage;

• Clear photographs of the damaged item inside the box, crate or packaging;

• Clear photographs of all interior packing materials;

• Clear photographs showing external damage to the box, crate, pallet or wrapping;

• A clear photograph of the shipping label; and

• Any additional photographs, videos or documentation requested by The Printer Depot.

The customer must retain the product, pallet, box, crate and all original packaging until the claim has been resolved. The shipping carrier or The Printer Depot may require an inspection.

Failure to provide the requested documentation or preserve the original packaging may prevent verification and may result in denial of the claim.

The customer must not return, repair, disassemble, install or alter a damaged item without written authorization from The Printer Depot.

The Printer Depot alone determines whether the information supports a shipping-damage claim and what customer-facing remedy, if any, will be provided.

A carrier’s acceptance, denial or settlement of its own freight claim may be considered as evidence but does not independently determine the remedy offered by The Printer Depot.

Available remedies may include replacement parts, repair assistance, product replacement, exchange, refund, freight reimbursement or no further remedy, as determined solely by The Printer Depot.

6. Standard Return Requests

A standard return request must be submitted to Sales@theprinterdepo.com within 30 calendar days of the original purchase date shown on the customer’s order confirmation.

The return period is measured from the purchase date—not the shipment date, delivery date, installation date or the date on which the product is first used.

The request must include:

• The order number;

• The reason for the requested return;

• Clear photographs or video showing the reported issue;

• The product’s serial number and part number; and

• Any diagnostic information requested by The Printer Depot.

Submitting a request does not guarantee approval.

Requests submitted more than 30 calendar days after the original purchase date are not eligible for a standard return unless otherwise required by applicable law.

All returns require prior written authorization from The Printer Depot. The customer’s requested resolution does not determine whether a return, repair, replacement part, exchange, credit or refund will be provided.

Requests based solely on buyer preference, changed circumstances, discontinued intended use or inadequate site and space planning do not qualify for a standard return, as further described in Section 8.

7. Return Eligibility

Unless otherwise required by applicable law or a separate written limited warranty, a product may be eligible for return only when:

• The Printer Depot confirms that it shipped the incorrect item;

• The Printer Depot approves a qualifying shipping-damage claim;

• The Printer Depot determines that the item is a total loss or beyond economical repair; or

• The Printer Depot approves a discretionary return in writing.

The Printer Depot alone determines return eligibility using the documentation, photographs, videos, diagnostic testing, physical inspection, carrier information and product history it considers appropriate.

When The Printer Depot determines that an item can reasonably be repaired or restored to normal operation, it may offer troubleshooting, an end-user adjustment, replacement parts or repair service instead of authorizing a return or exchange.

The customer’s opinion, a carrier’s opinion or the diagnosis of an unauthorized third-party technician does not require The Printer Depot to approve a return or provide the customer’s preferred remedy.

8. Buyer Preference, Changed Use and Space-Planning Exclusions

Provided that the correct product was supplied and the product materially conforms to its product listing, written quotation, invoice, purchase agreement or written description approved by the customer, none of the following circumstances constitutes an eligible basis for return:

Color or Appearance Preference

A post-purchase preference for a different device color, shade, finish, cosmetic appearance or exterior design is not an eligible reason for return when a specific alternative color or appearance was not guaranteed in writing by The Printer Depot.

Intended Use No Longer Applicable

A change in the customer’s intended use, project, installation, deployment, contract, funding, operational requirement or business need is not an eligible reason for return.

This includes circumstances in which the intended use is canceled, discontinued, changed, delayed or no longer applicable after the order is placed.

Insufficient Space or Unsuitable Location

A product is not eligible for return because the customer’s intended room, office, workspace, installation site or other planned location is too small or otherwise unsuitable for the product.

This exclusion includes, without limitation:

• Insufficient floor or surface space;

• Insufficient ceiling clearance;

• Sloped or angled ceilings;

• Doorways, hallways or access routes that are too narrow;

• Elevators that cannot accommodate the product;

• Filing cabinets, tables, stands or work surfaces that are too tall, too small or otherwise unsuitable;

• Insufficient clearance for doors, trays, finishers or service access;

• Inadequate floor, cabinet or stand capacity; and

• Any other physical limitation of the customer’s intended location.

Customer’s Responsibility Before Purchase

Before completing a purchase, the customer is responsible for confirming:

• Product dimensions and weight;

• Device color and exterior configuration;

• Required operating and service clearances;

• Doorway, hallway, stairway and elevator access;

• Loading-dock, liftgate and delivery requirements;

• Floor, table, cabinet or stand capacity;

• Electrical and network requirements;

• Compatibility with existing equipment or supplies; and

• Suitability for the customer’s intended use and installation location.

These circumstances are considered matters of customer preference, changed circumstances, intended-use planning or site and space planning. They are not product defects, shipping damage, fulfillment errors or warranty claims and do not create return eligibility under any circumstance.

The purchase price, total order value, frequency or volume of purchases, length of the customer relationship, account status or prior order history does not create, expand or provide an exception to return eligibility.

Any placement, furniture, stand, cabinet, installation or alternative-use suggestion provided by The Printer Depot after delivery is offered solely as a customer-service courtesy. Such advice does not constitute a return authorization, admission of fault or representation that the product was unsuitable when sold.

Nothing in this section excludes a claim based on:

• The Printer Depot shipping an incorrect product;

• Materially inaccurate product information supplied by The Printer Depot;

• A qualifying shipping-damage claim approved by The Printer Depot;

• An express written exception issued by an authorized representative of The Printer Depot; or

• A right or remedy that cannot legally be waived.

9. Final-Sale and Non-Returnable Items

In addition to the exclusions stated elsewhere in this policy, the following items are final sale and are not eligible for standard return unless:

• The Printer Depot approves a qualifying shipping-damage claim;

• A written limited warranty issued by The Printer Depot applies; or

Final-sale and non-returnable items include:

• New, sealed OEM printheads;

• New, sealed OEM toner cartridges;

• New, sealed OEM transfer belts;

• New, sealed OEM imaging drums;

• New, sealed OEM developers;

• Remanufactured printheads;

• Remanufactured transfer belts;

• Remanufactured imaging drums;

• Remanufactured developers;

• Palletized freight shipments;

• Individual items weighing more than 65 pounds;

• Items delivered outside the contiguous 48 United States;

• Items identified as special order, final sale or non-returnable;

• Items that have been installed, modified, disassembled, damaged or repaired without authorization; and

• Items for which a return request is submitted more than 30 calendar days after the original purchase date.

The standard return program and any warranty administered by The Printer Depot are unavailable for orders delivered to Alaska, Hawaii, United States territories or international destinations unless different terms are expressly provided in writing.

The Printer Depot alone determines whether an item falls within a final-sale or non-returnable category.

10. Product Support and Warranty Claims

Products sold by The Printer Depot do not carry a manufacturer warranty unless expressly stated otherwise in writing.

Any warranty coverage offered with a product is provided solely by The Printer Depot under its applicable written limited warranty.

When The Printer Depot administers a warranty or product-support claim, The Printer Depot alone determines:

• Whether the claim is covered;

• What diagnostic steps are required;

• Whether the issue can be resolved through troubleshooting;

• Whether replacement parts will be supplied;

• Whether an end-user repair is appropriate;

• Whether professional repair is required;

• Whether the product will be exchanged or replaced; and

• Whether no further remedy is available under the applicable terms.

The available remedy may consist of troubleshooting, repair instructions, replacement parts, repair service, product replacement, exchange, credit or another remedy selected by The Printer Depot rather than a return or refund.

An independent diagnosis or requested remedy is not binding unless The Printer Depot authorized the third party’s involvement in writing before the work was performed.

11. Unauthorized Third-Party Service

A customer must obtain written authorization from The Printer Depot before permitting a third party to internally inspect, disassemble, repair, modify, reconfigure or replace parts in a product that is the subject of a claim.

Third-party work performed without prior written authorization may result in denial of the claim when the work:

• Interferes with diagnosis;

• Changes the condition of the product;

• Causes or contributes to additional damage;

• Removes or replaces relevant components;

• Alters software, firmware, settings or configuration;

• Breaks or removes seals or identifying labels; or

• Prevents verification of the originally reported issue.

An independent IT firm, technician, repair facility, installer or consultant does not determine claim eligibility or bind The Printer Depot to a particular resolution unless expressly authorized in writing by The Printer Depot for that specific claim.

12. Return Authorization and Packaging

An approved return must:

• Be authorized in writing by The Printer Depot before shipment;

• Clearly reference the customer’s order number;

• Be shipped within 10 calendar days after authorization unless otherwise agreed in writing;

• Include every component, accessory, cable, tray, manual and item originally supplied;

• Include the original packaging when available;

• Be securely packaged and adequately protected for transit; and

• Be shipped using a trackable method.

Packages returned without prior written authorization may be refused, returned to the sender or held at the customer’s expense.

The customer is responsible for loss or additional damage caused by insufficient packaging or improper handling during the return shipment.

A return that arrives with previously unreported damage caused by inadequate packaging may be denied a refund.

The Printer Depot alone determines whether return-shipping damage resulted from insufficient packaging and whether the item remains eligible for any refund, credit, repair or exchange.

A product is not considered returned until it has been physically received and accepted by The Printer Depot. Giving a product to a shipping carrier does not constitute receipt or acceptance by The Printer Depot.

13. Inspection, Restocking Fees and Shipping Costs

All returned items are subject to inspection and testing by The Printer Depot or a service provider specifically authorized by The Printer Depot.

A 25% restocking fee may apply when:

• Inspection or testing does not confirm the reported issue;

• The reported issue can be resolved through reasonable end-user troubleshooting, adjustment or repair;

• The return is not the result of a confirmed error by The Printer Depot;

• The item is incomplete or missing accessories, components, manuals or packaging;

• The item was used beyond what was reasonably necessary to evaluate it;

• The item has been installed, modified, disassembled or serviced without authorization; or

• The product cannot be resold in the condition in which it was delivered.

For any return subject to a restocking fee, the customer is also responsible for both the original outbound shipping or freight cost and the return shipping or freight cost.

These shipping charges are separate from and in addition to the 25% restocking fee.

Original shipping, freight, handling, residential-delivery, liftgate, inside-delivery, limited-access, expedited-service and related carrier charges are non-refundable.

If The Printer Depot provides a prepaid return label, the cost of that label may be deducted from the customer’s refund.

If the original order included free or discounted shipping, The Printer Depot’s actual outbound shipping or freight cost may be deducted from the refund.

The Printer Depot alone determines:

• Whether the reported issue is confirmed;

• Whether the product is reasonably repairable;

• Whether components or packaging are missing;

• Whether the product’s condition has changed;

• Whether the restocking fee applies; and

• The amount of shipping, freight, damage or missing-component deductions.

The customer’s opinion or an unauthorized third-party diagnosis does not determine whether these fees or deductions apply.

A restocking fee and customer-paid shipping charges will not apply when The Printer Depot confirms that it shipped the incorrect item or expressly waives the charges as part of an approved shipping-damage remedy, except where otherwise permitted by law.

14. Refunds

Approved refunds will be calculated after the returned item has been received, inspected and tested.

Refunds will generally be issued to the original payment method within 7–10 business days after inspection unless a shorter period is required by law. The customer’s financial institution may require additional time to post the credit.

The following amounts may be deducted when applicable and permitted by law:

• The 25% restocking fee;

• Original shipping or freight costs;

• Return shipping or freight costs;

• Missing-component or accessory charges;

• Costs associated with unauthorized alterations or damage; and

• Documented loss in value.

The Printer Depot alone determines the approved refund amount, applicable deductions and refund method, subject to applicable law and the terms of the original payment method.

15. Processing and Shipping Times

Certain products require preparation, testing, configuration, refurbishment, repair or freight coordination before shipment.

Processing estimates disclosed on the product page, quotation, invoice or order confirmation may range from 3 to 45 business days, depending on the product, order complexity, required services and order volume.

Business days do not include weekends or federal holidays. Processing time is separate from carrier transit time.

An order generally may not be canceled solely because it remains within the processing period disclosed at the time of purchase.

Cancellation requests submitted during the disclosed processing period are subject to review and approval by The Printer Depot unless cancellation is required by applicable law.

If The Printer Depot cannot ship within the time promised when the order was placed—or within the period required when no shipping time was stated—The Printer Depot will provide any legally required delay notice, revised shipping estimate, cancellation opportunity or refund.

The customer’s preferred delivery date does not replace the processing estimate accepted when the order was placed unless The Printer Depot expressly agreed to that delivery date in writing.

16. Chargebacks, Collections and Recovery of Merchandise

A chargeback or payment dispute is a card-processing procedure. It is not a return authorization, warranty determination, court judgment or transfer of ownership.

A determination made by a financial institution or card network affects the payment transaction administered through that network. It does not supersede this policy, extinguish an otherwise valid contractual obligation, determine ownership of the merchandise or prevent The Printer Depot from pursuing separate lawful remedies.

Customers must not initiate a chargeback while:

• A return request is under review;

• A warranty request is under review;

• Troubleshooting, diagnosis, repair or parts assistance is in progress;

• An exchange or replacement is being processed;

• The product remains in the customer’s possession; or

• The product is in a carrier’s possession and has not been physically delivered to and accepted by The Printer Depot.

If a customer files a chargeback while the product remains in the customer’s possession or is in transit, The Printer Depot may suspend any pending return, warranty, repair, parts, exchange, replacement, credit or refund process until:

• The product has been physically received and inspected by The Printer Depot;

• The chargeback has been withdrawn or finally resolved; and

• The ownership and payment status of the product have been reconciled.

A customer who receives provisional or permanent chargeback credit while retaining the product is not entitled to keep both the merchandise and the purchase funds.

If the customer retains the merchandise after receiving chargeback funds, The Printer Depot may:

• Invoice the customer for the unpaid purchase price;

• Demand immediate return of the merchandise;

• Refer the unpaid balance to a collection agency;

• File a civil action to recover the purchase price, possession of the product or legally recoverable damages;

• Seek commercially reasonable recovery expenses, court costs, interest or attorney’s fees to the extent authorized by the parties’ agreement, permitted by law or awarded by a court; and

• Report documented suspected theft, conversion, fraud or falsification to the appropriate authorities.

If The Printer Depot incurs a Shopify chargeback-processing fee that is not subsequently returned, the customer may be assessed the actual fee incurred, currently $15, when the fee is authorized by the customer’s agreement and permitted by applicable law.

A successful chargeback does not automatically waive:

• The unpaid purchase price;

• The customer’s obligation to return merchandise;

• Original or return shipping costs;

• Applicable restocking fees after merchandise is returned and inspected;

• Documented damage or missing-component charges; or

• Other legally recoverable amounts arising from the transaction.

Before an account is referred for collection or made the subject of civil proceedings, The Printer Depot will credit any amounts already recovered and account for any merchandise physically received.

The customer remains responsible for a valid unpaid balance notwithstanding the outcome of the card-network proceeding. The Printer Depot reserves all available civil remedies to recover its merchandise, funds and legally recoverable costs.

17. Policy Misuse

Providing false information, submitting altered documentation, misrepresenting the condition of an item, misusing proof of delivery, retaining merchandise after receiving chargeback funds or engaging in documented payment fraud may result in:

• Denial of the claim;

• Refusal of future orders;

• Account restrictions;

• Collection activity;

• Recovery of merchandise or funds;

• Civil proceedings; or

• Referral of documented suspected criminal conduct to the appropriate authorities.

Any such action will be taken at The Printer Depot’s discretion and as permitted by law.

18. Policy Acceptance and Contact Information

By completing a purchase from The Printer Depot, the customer acknowledges that the customer had an opportunity to review and accept this policy before purchasing.

The customer further acknowledges responsibility for reviewing and confirming the product’s:

• Dimensions and weight;

• Color and exterior configuration;

• Features and intended use;

• Compatibility requirements;

• Delivery and access requirements;

• Required operating and service clearances; and

• Suitability for the customer’s intended room, workspace, installation site, stand, cabinet or other location.

Questions, return requests, shipping-damage claims and warranty inquiries must be submitted to:

The Printer Depot
Email: Sales@theprinterdepo.com