Return Policy

Your rights under the Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy limits those rights. The change-of-mind terms in section 4 apply only to items that are not faulty.

1. How to return an item

• Please contact us before sending anything back. Download and fill in our Return Authorisation (RA) form: www.printersupermarket.com.au/ra.doc
• Include your order number, your invoice number, the item(s) you want to return, and the reason (faulty, damaged, wrong item sent, or change of mind).
• Email the form to sales [at] echo1.com.au (type it as one address, with @ in place of [at]; we write it this way to stop spam).
• We will reply with your RA number and the address to send the item to. This may be our warehouse partner in your state, not our office.
• Your RA number is valid for 14 days from the date we issue it. Write it on the outside of the parcel, not on the product's own box, and send us the courier tracking number.
• Processing a return may take up to 10 business days once we receive the item.

2. Faulty items

• If something you bought from us is faulty, contact us and we will help. Tell us what is happening. Photos, error messages or a printer status report help us sort it out faster.
• We may need the item assessed before we decide on a remedy. We will arrange this with you. For many printer problems (for example a paper feed issue), the brand's support team can often fix it quickly over the phone with little or no interruption to your business. You are welcome to contact them directly (their numbers are on our Support page), but you don't have to: we will help either way.
• If the fault is minor, we will repair, replace or refund the item. If it is a major failure, you can choose a refund or a replacement. Refunds go back to your original payment method.
• For faulty items there is no restocking fee, the item does not need to be unopened, and the 60-day limit in section 4 does not apply.
• If the item is faulty, we will refund your reasonable cost of posting it back to us, so please keep your postage receipt. For large or heavy items we will arrange collection.
• If the assessment finds no fault, we will talk to you before anything else happens. We will only ask you to pay collection or inspection costs if we gave you an estimate of those costs beforehand.
• A fault does not include:
  • damage caused by misuse, accident, or improper unpacking, installation or handling (including your own transport of the item)
  • normal wear and tear
  • toner, ink or other consumables used up through normal printing (page yields are estimates based on 5% page coverage)
  • damage to the outer packaging only
  • a problem we told you about before you bought the item

3. We sent the wrong item, or it arrived damaged

• Please let us know as soon as possible (ideally within 7 days of delivery) and keep all the packaging.
• We will put it right at no cost to you, including the return freight.

4. Change of mind or ordered the wrong item (items that are not faulty)

This applies to all products: toner, ink, drums, fuser units, maintenance kits, tapes and other consumables, and printers, scanners, label printers, cables, UPS units and other hardware.

• We offer store credit for unopened items, less a restocking fee:
  • within 30 days of your invoice date: 30% restocking fee
  • 31 to 60 days: 40% restocking fee
  • after 60 days: we can't accept change-of-mind returns
• Items must be unopened, in their original packaging, with all seals undamaged. Resealed items will be rejected.
• You pay the return freight and any insurance you choose. These costs are not refunded.
• Please send the item with a courier tracking number. We can't give credit for goods we don't receive.
• We can't accept parcels marked "Receiver To Pay". The courier will return them to you or dispose of them.
• The delivery fees and any insurance you paid on the original order are not refunded.

Questions? Call us on 1300 136 176 or email sales [at] echo1.com.au.