Delivery & Problem Solving

 

FREE delivery on orders to metro areas! 

We use good old Aussie Post for all our deliveries. Let’s face it they have had a pretty tough time since we all stopped writing letters and given the volumes they handle they are still the most reliable delivery service in Australia. That is one of the key reasons we use them, they might not always be the fastest but you don’t want to buy something online and then have it not be delivered.

All orders are sent out from Melbourne, all other captial city orders normally take 2-3 days and unless you live out past the black stump all other orders will get get to you within 5-6 business days. If you have any questions about your delivery just give us a call as we track everything.

We ship to all states within Australia including New South Wales (NSW), Victoria (VIC), Australian Capital Territory (ACT), Queensland (QLD), South Australia (SA), Tasmania (TAS), Western Australia (WA) and Northern Territory (NT).

We cover major areas including: Sydney, Melbourne, Brisbane, Perth, Adelaide, Gold Coast – Tweed Heads, Newcastle – Maitland, Canberra – Queanbeyan, Central Coast, Sunshine Coast, Wollongong, Hobart, Geelong, Townsville, Cairns, Darwin, Toowoomba ,Ballarat, Bendigo, Albury – Wodonga, Launceston, Mackay, Rockhampton, Bunbury, Bundaberg, Coffs Harbour, Wagga Wagga, Melton, Hervey Bay, Mildura – Wentworth, Shepparton – Mooroopna, Gladstone – Tannum Sands, Port Macquarie, Tamworth, Traralgon – Morwell, Orange, Geraldton, Bowral – Mittagong, Ellenbrook, Dubbo, Nowra – Bomaderry, Bathurst, Busselton, Warrnambool, Kalgoorlie – Boulder, Albany, Warragul – Drouin, Devonport, Lismore, Alice Springs, Armidale, Balladonia, Carnarvon, Broome, Bundaberg, Byron Bay, Cranbourne, Dandenong, Carnarvon, Central Cost, Coffs Harbour, Cooktown, Darwin, Derby, Georgetown, Gladstone, Gold Coast, Groken Hill, Hobart, Kalgoorlie, Karumba, Katherine, Larrimah, Launceston, Lismore, Mackay, Minilya, Moree, Newcastle, Noosa, Northam, Port Hedland, Portland, Port Lincoln, Port Macquarie, Southern Cross, Townsville, Wollongong, Tweed Head, Torquay and so many more beautiful Australian towns.

Sorry we don’t ship overseas... life is already complicated enough without worrying about why a delivery to the Galapagos Islands is late.

 

Returns

Lets face it, the best thing is for your products to be working. Cartridges and printers can be fickle. In the good old days, printers were built to last. These days they are practically a throw away consumable. Half the time the printer breaks getting them out of the box! I digress. The point is that cartridges too can misbehave. But over the years we have found around 95% of all problems can be fixed quickly and easily. 

So if you have any problems with your cartridges at all, just go to the contact page and fill in the details. Make sure you include the printer, cartridge and details of what is happening. We will get back to you promptly either by email or phone and that way more than likely get you back printing really quickly. 

However if we can’t...
 

Refund Story

A quick refund policy story... when we purchased the Digital screens online for our Byron Bay offices, all 4 broke down and we tried for 6 months to get a refund or replacement from the major online retailer. It seems most online retailers make their refund policies so complicated it looks suspiciously like they are trying to avoid ever giving anyone a refund (because nobody can figure out what their policy is). Below is just such a policy from one of our competitors. 

“A refund (returned via the original payment method) will be given for any purchase returned to us within 14 days (at your expense, less a restocking fee of $15.00) provided the item is in original, unopened and resalable condition. Any faulty product can be returned (you pay return postage), for assessment and a pro-rata store credit/replacement. All Warranty on Hardware products are to be registered by the purchaser to the original Manufacturer and repairs/service to be provided by the Original Manufacturer, arranged by the purchaser.If you would like more information, please don't hesitate to contact us”.

Hmmm... Not sure how that works! How would you know their cartridge doesn’t work unless you open it? Anyway the point is most refund policies are unnecessarily convoluted. Ours is simple.
 

Our Refund Policy

In Australia, Consumer Protection laws are already in place to protect you (on anything you purchase!). Here is a little extract which we use as our return policy (and should be everyone’s as it is the law in Australia anyway!)


Replacements and refunds

You can ask for a replacement or refund if the problem with the product is major. Replaced products must be of an identical type to the product originally supplied. Refunds should be the same amount you have already paid, provided in the same form as your original payment. So if you bought a cartridge and for some reason it failed we will either replace it or give you your money back. 

The business may take into account how much time has passed since you bought the product considering the following factors: type of product, how a consumer is likely to use the product, the length of time for which it is reasonable for the product to be used, the amount of use it could reasonably be expected to tolerate before the failure becomes noticeable. So if you bought it 4 years ago and it is 3/4s empty we probably won’t replace or refund it.

What is a major problem? A product or good has a major problem when:

  • it has a problem that would have stopped someone from buying it if they’d known about it
  • it is significantly different from the sample or description
  • it doesn’t do what the business said it would, or what you asked for and can’t easily be fixed.

All fair enough 

Exceptions to receiving a repair, replacement or refund. A business may refuse to give you a free repair, replacement or refund if:

  • you simply changed your mind or purchased the wrong product
  • you misused the product in any way that contributed to the problem 
  • proof of purchase is required (we aren’t the only company using our manufacturers so we need to make sure you actually bought them from us... but that’s easy if you did you can go and quote us the purchase date and your account name. 

Let me give you some simple examples here... we won’t refund if they are empty, or if you have ripped the print head or chip off (don’t) , you left them on the 1000 degree dashboard of your car for 3 hours (yike... don’t... they will leak and melt) or if you can’t prove you purchased them from us (prefer not to replace someone elses stock.)
 

Returning the product.

You are responsible for returning the product. You do not have to return products in the original packaging in order to get a refund... which is funny as we have no packaging... Just seal the cartridge as we don’t want them leaking and pop it in the post to us. Easy!