Delivery & Returns Policy

Everything you need to know about shipping and returns

1. Delivery & Shipping

  1. Delivery Timeframes: We aim to provide fast, reliable delivery across Australia.
    • Metro Areas: Orders are usually dispatched the same day and typically delivered overnight to metropolitan areas.
    • Regional Areas: Please allow 2–3 business days for delivery to regional locations.
  2. Potential Delays: Some deliveries may be delayed due to external factors beyond our control. We will keep you informed of any updates and appreciate your understanding.
  3. Delivery Instructions: To avoid interruptions or delays, please provide complete delivery information when placing your order. If there are special delivery instructions (e.g., gate codes, alternate access points), include them in detail.

2. Returns Policy

  1. General Returns: The Toner Group will refund the service fee only if:
    • We are unable to continue providing the service, or
    • The Toner Group’s management determines, at their discretion, that it is reasonable to do so.
  2. Return Authorization (RA) Number: All returns must include a Return Authorization (RA) number issued by The Toner Group. Failure to include an RA number may result in:
    • Returned goods not being located, or
    • No refund being processed.

    Please contact us to obtain an RA number before sending any returns.

  3. Restocking Fee: A restocking fee of 15% (of the product cost including GST) applies to all returned items that can be resold.

    Conditions for returns with restocking fee:

    • Return within 30 days of invoice date
    • Product unopened and in original condition
    • Product accompanied by RA number
    • Product in resellable condition

    No exceptions apply to the restocking fee, though discretion may be used for exceptional cases.

  4. How to Return a Product:
    1. Contact us via email or phone to request a return
    2. Obtain a Return Authorization (RA) number
    3. Package the product securely in its original packaging
    4. Clearly mark the RA number on the package
    5. Ship the product to the address provided with the RA number
    6. Once received and verified, we will process your return as per our policy
  5. Faulty Products: Returns for faulty or defective products are handled under our Warranty Policy. Faulty products are replaced free of charge with no restocking fee.

3. Your Consumer Rights

  1. Nothing in this policy limits or excludes any guarantees, warranties, or conditions under the Australian Consumer Law.
  2. Our goods come with guarantees that cannot be excluded under Australian law.
  3. You are entitled to a replacement or refund for major failure and compensation for reasonably foreseeable loss or damage.
  4. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not constitute a major failure.

4. Questions About Delivery or Returns?

  1. If you have any questions about our delivery or returns policy, please contact us through one of the following:
    • Email: Use our contact form or send us an email
    • Phone: Call us directly to speak with our customer service team
    • Response Time: We aim to respond to all inquiries within 1–2 business days
  3. Our team is committed to providing a smooth and satisfactory delivery and returns experience. We will work with you to resolve any issues promptly.