Source Technologies Return Policy

TONER CARTRIDGES AND OTHER ITEMS:

  1. The customer has one year from the date of purchase to notify Source Technologies of a defective toner cartridge/item.
  2. Customer must fill out the RMC Request Form located at the bottom of this page.
    • ​​​​​If customer purchased the product through a reseller, customer should contact the reseller. Reseller will fill out the RMC Request Form for a Return Material for Credit (RMC) if warranted.
    • Customer Service will determine if the toner/item warrants an RMC to be issued.
    • If RMC is warranted, an RMC will be issued.
  3. RMC will be processed and emailed to customer within 24 business hours.
  4. The RMC gives specific instructions on how to return the toner cartridge. The customer is responsible for returning the toner cartridge to Source Technologies in the original packaging. Source Technologies is not responsible for any items that are not shipped in the original packaging material or that are damaged or lost in transit. If damaged, customer may be responsible for parts and will be billed for them. If lost, customer will be responsible for the missing item.
  5. Source Technologies will pay for the return of toner cartridge/ item only if it has been deemed an order entry error or defective.
  6. If the customer uses the return label inside the toner cartridge box, no credit will be issued. This label states it is for empty toner cartridges and the cartridges go to a recycling center. Source Technologies cannot retrieve cartridges from the recycling center.
  7. Source Technologies will provide a replacement if the customer chooses. The customer will be charged for replacements, however once the original is returned, a credit will be issued ONLY if warranted and deemed as defective.
  8. If a product is returned due to defect and after testing no defect is found, the customer can either take the product back or be charged a 15% restocking fee.
  9. Not all items will receive a credit.
  10. If you have questions about returning an item for credit, please contact customer service at RMC@SourceTech.com.

PRINTERS/ OTHER EQUIPMENT

  1. If a customer thinks that they received a defective/DOA/out-of-box failure product, Customer must fill out the RMC Request Form located at the bottom of this page.
    • If customer purchased the product through a reseller, customer should contact the reseller. Reseller will fill out the RMC Request Form for a Return Material for Credit (RMC) if warranted.
    • Tech Support will troubleshoot the problem and if repair or service is required, Customer Service will process the return.
    • If the equipment is defective, an RMC will be processed.
    • Customer has 60 days from the day the equipment was purchased to be considered DOA or out-of-box failure. This includes items that are stored in warehouses for roll outs or new facility openings.
    • The page count on a printer must not be over 60 pages to receive an RMC.
    • Customer Service may request a printer menu page count.
    • If over 60 pages, an RMA will be issued. The printer will be returned by the customer.
  2. Source Technologies will repair the hardware under the warranty. If the repairs do not fall under the warranty, it will become a billable repair.
    • If under a Next Business Day contract, Tech Support will issue a service call to send a technician to repair. The contract service provider will repair or replace printer.
    • Under the billable repair, an estimate will be provided to the customer by Tech Support. The customer will then have the opportunity to pay for the repair at a price of $195.00 per hour or request that the printer is returned unrepaired.
    • If customer chooses to pay, a PO number or a credit card can be provided at that time.
    • If customer opts to have the printer returned unrepaired, a $95.00 inspection fee will be charged in addition to freight.
  3. The same RMC guidelines mentioned under TONER CARTIDGES AND OTHER ITEMS will be used if an RMC is issued.
  4. DOA printers and kiosks will either have a call tag issued or freight line carrier contacted to pick up item(s). The freight will be charged to Source Technologies.
  5. Source Technologies does not provide parts or labor for our vendors to repair defective items. Repairs or services are only provided with valid maintenance contracts.
  6. If a product is returned due to defect and after testing no defect is found, customer can either take product back or be charged a 15% restocking fee.​
  7. Printers returned for credit that have printed more than 60 pages will receive only a partial credit provided during processing (Half the amount of the printer price). 

ITEMS LOST/DAMAGED IN SHIPPING

  1. If an item is lost or damaged in shipping, the driver should sign the delivery receipt to acknowledge the shortage or damage. The customer should notify Source Technologies as soon as the shortage or damage is discovered.
    • A copy of the signed BOL (Bill of Lading) or any other receiving document stating damage should be retrieved from freight carrier. A copy should be made and sent to Source Technologies.
    • Do not refuse packages. If toner cartridges are lost in transit, no credit can be given until a toner cartridge is received by Source Technologies.
  2. The standard RMC process listed under TONERS AND OTHER ITEMS will be followed.
    • If an item is shipped on Source Technologies’ account, we will file a claim with the carrier for the loss.
    • If an item is shipped on a customer’s account, the customer should file a claim with the carrier for the loss. No RMC or credit will be issued.

INCORRECT PRODUCT ORDER

  1. Customer has 6 months from the date of purchase to notify Source Technologies.
  2. An RMC will be processed and sent to the customer. The same RMC guidelines mentioned under TONERS AND OTHER ITEMS will apply. A replacement order for the correct item can be made at this time.
  3. All returns are subject to a 15% restocking fee and freight will not be credited. The cartons cannot be opened or written on.
  4. It is the customer’s responsibility to return the item to Source Technologies.
  5. The restocking fee applies even if a replacement is ordered.
  6. Not all items will receive a credit.
  7. If you have questions about returning an item for credit, please contact customer service at RMC@SourceTech.com.

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