Returns Policy

Last Updated: 2025-Sep

We want you to be 100% satisfied with your purchase. If for any reason you’re not satisfied, you may return your item for a replacement or refund—provided you follow the conditions below.

1. Return / Exchange Eligibility

To qualify for a return or exchange, the item must meet all of the following conditions:

• It must be within 30 days from the date of delivery.
• It must be in unopened / unused condition, with all original seals, labels, and packaging intact.
• It must include all original accessories, documentation, and parts.
• You must include your order number and a brief explanation of the reason for return.

2. Damaged or Defective Items 

If your item arrives damaged or defective:

1. Contact us within 14 days of receipt, via email (cs@gotoners.com) or the contact form, with photos of the damage / defect plus your order number.
2. Upon verification, we will issue you a replacement at no cost, or a full refund if a replacement is not available.
3. We may ask you to return the defective item to us (with a prepaid shipping label) before issuing the refund / replacement.

Important: Please do not dispose of packaging, original boxes, or the item until the claim is resolved.

3. Refunds / Credits

• Once we receive and inspect your returned item (if return is required), we will process your refund within 7 business days.
• The refunded amount will be returned using your original payment method (credit card, PayPal, etc.).
• Please note: Shipping fees (initial delivery charges) are non-refundable, except in cases where the item arrived defective or incorrect.
• If you receive store credit instead (in lieu of cash refund), the credit will be valid for 12 months.

4. Returns & Exchanges Process 

1. Contact us via email (info@gotoners.com) or the contact form with your order number, item(s), and reason for return / exchange.
2. We will review your request and issue a Return Merchandise Authorization (RMA) number.
3. Pack the item in its original packaging, include all parts and accessories, and your proof of purchase. Please write the RMA number clearly on the packaging.
4. Ship the item back to the following address:

   GoToners
   Attn: Returns
   RMA#
   50 West Wilmot St, Unit 13
   Richmond Hill, Ontario, L4B 1M5
   Canada

   Please note that you will be responsible for all return shipping charges. We strongly recommend that you use a trackable method to mail your return.

5. Once we receive and inspect the item, we’ll process your refund, replacement, or store credit as applicable, and notify you by email. Please note that A 15% restocking fee will be charged for all returns.

5. Non-Returnable Items

The following items are not eligible for return or exchange:

• Opened, used, or otherwise tampered with cartridges
• Items clearly marked “Final Sale” or “Clearance”
• Consumables that have been partially used or exhausted
• Items not purchased directly from our store (i.e. unauthorized resellers)
• Gift items received as part of a promotion or special offer

6. Late or Missing Refunds

• If more than 7 business days have passed since we approved your return, but you haven’t received the refund, please check your bank account or original payment provider.
• Then contact us at info@gotoners.com — we’ll assist investigating the delay.
• Occasionally refunds may take 3–5 business days to appear in your account after being issued.

7. Exchanges for Different Items

If you’d like to exchange for a different item (e.g. different cartridge model), ensure the item is returnable (see Section 1), and include your desired replacement SKU in your return request.

8. Changes to This Policy

We may update this Return Policy from time to time. We will revise the “Last Updated” date and post changes here.

Your continued use of our site after changes constitutes acceptance of the new policy.

9. Contact Us

If you have any questions or concerns about this Privacy Policy, you may contact us by visiting our Contact Us Page.