Returns

Printers / Other Equipment

  1. If a customer thinks that they received a defective or out-of-box failure product, we provide the following guidance for fast remedy:
  2. Customer must fill out the Return Material for Credit (RMC) Request Form.
    1. If customer purchased the product through a reseller/distributor, customer should contact the reseller/distributor so that the reseller/distributor can facilitate filling out the RMC form, if warranted.
    2. Tech Support will troubleshoot the problem and if repair or service is required, Customer Service will process the return.
    3. If the equipment is defective, an RMC will be processed.
    4. Customer has 60 days from the day the equipment was purchased to be considered out-of-box failure. This includes items that are stored in warehouses for roll outs or new facility openings.
    5. The page count on a printer must not be over 60 pages to receive credit.
    6. Customer Service may request a printer menu page count.
  3. Source Technologies will repair the hardware under the warranty. If the repairs do not fall under the warranty, it will become a billable repair.
    1. 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.
    2. 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.
    3. If customer chooses to pay, a PO number or a credit card can be provided at that time.
    4. If customer opts to have the printer returned unrepaired, a $95.00 inspection fee will be charged in addition to freight.Source Technologies will repair the hardware under the warranty. If the repairs do not fall under the warranty, it will become a billable repair.

 

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. To return a defective item, customer must fill out the Return Material for Credit (RMC) Request Form.
    1. If customer purchased the product through a reseller/distributor, customer should contact the reseller/distributor.  Reseller/distributor will fill out the RMC Request Form for a Return Material for Credit (RMC), if warranted.
    2. Customer Service will determine if the toner/item warrants an RMC to be issued.
    3. 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@tunhoo.com.
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