A cartridge is faulty or our compatibility advice was wrong

Report a covered cartridge fault within three years of delivery under our additional warranty. Keep the cartridge for assessment and send us your order details, printer model and a description of the problem. Original packaging is not required.

We provide a suitable replacement at no cost, subject to your legal rights. We arrange a prepaid return or reimburse reasonable return costs for a confirmed fault.

If our compatibility database, listing or staff advice incorrectly matched a cartridge to your printer, choose a correct replacement or full refund for the affected items, even if opened. Necessary return and replacement shipping is covered, with no restocking fee or age deduction.

Provincial legal warranties and earlier promises take priority, including Québec’s normal-use and reasonable-durability warranties, which can extend beyond three years. Only if no statutory remedy is due, our additional warranty alone applies and replacement is unavailable can a claim after 90 days receive a prorated refund under the policy’s 36-month formula. Claims within 90 days receive a full fallback refund. Age is measured when you report the fault; applicable taxes are adjusted, with no shipping or restocking deduction. This formula never reduces a legally required refund or compensation.