Easy Returns

• How can I get a replacement or a refund for a product under The Precision Guarantee?
  For a replacement or refund under The Precision Guarantee, simply:
  
  

  • Contact our Returns Department: (800) 323-9523, option 4, to receive a Returned Merchandise Authorization (RMA) number.
  • Box item securely in original packaging. If you have the invoice copy, please include it.
  • Write the RMA number on the return label or on the outside of the shipping box.
  • Ship to:
    
    Precision Roller
    2102 W. Quail Ave.
    Ste 1
    Phoenix, AZ 85027
• If I choose a refund, how much will my refund amount be?
  For defective item returns, you will receive a full refund including the original shipping charges. For non-defective returns, you will receive a refund of the purchase price less a 15% restocking fee to cover inspection and processing.
• If I choose a refund, how will I receive it?
  The amount of your refund will generally be returned via the same form of payment used for the original purchase.
• When will my replacement or refund request be processed?
  We will process your return within 3 days of receiving your returned item.
• Do I have to pay for return shipping on defective items?
  No. If an item is defective, we will provide a prepaid return shipping label at no cost to you.
• How long does it take to get a refund or replacement after I send the item back?
  All returns are processed within 3 days of receiving the returned item(s). Specific times vary due to item stock quantities, shipping estimates, and bank processing policies. For more information about your specific return, one of our customer support team members will assist you during the return process.
• What information do I need to start a defective item claim?
  To expedite the return process, please have your order number ready. This helps us give you the most seamless transaction possible.
• What if I ordered the wrong cartridge for my printer?
  To help make sure that what you ordered is what you need, we offer our 30-day non-defective item return policy.
• Can I return an item if I opened the box but didn't install it?
  Yes. This would be processed as a non-defective return. To start the return process, you can find instructions here.
• What does “resellable condition” mean?
  “Resellable condition” means that the item is in its original packaging along with any parts/accessories and is unused, undamaged, and has not been tampered with. (All tags, seals, and labels are intact.)
• Why is there a restocking fee?
  The restocking fee is to cover our inspection and processing procedures.
• Do I need to contact customer service before sending a return?
  Yes. In order to process your return, you need to be issued an RMA number. To start the return process, you can find instructions here.
• Can I exchange an item instead of returning it?
  If an item is defective, we are more than happy to send you a replacement. If you ordered the wrong item, we are happy to help get you the right one within 30 days of receipt. Additional charges may apply in this case.
• Does the 30-day return period start when I order or when I receive the item?
  The 30-day return window begins on the date your order was delivered to you.
• What if I bought several cartridges but only opened one? Can I return the rest later?
  Any unused items in their individual packaging (i.e. not sold as a set in a single box) can be returned within 30 days after receipt.
• What if I threw away the original packaging?
  We recommend holding onto original packaging for at least 30 days after receiving your order. For returns that are defective, you will be instructed on how to return (or in certain cases, how to dispose of) your item(s) when you contact our Returns Department. For non-defective items to qualify, original packaging is required.
• Can partially used cartridges be returned if they don't perform well?
  Yes. The Precision Guarantee covers manufacturer defects up to a year from order delivery. If a cartridge isn't performing well, it would fall under the defective item category and you would be eligible to receive a replacement or refund.
• How do I get a return label for a defective item?
  For defective items, please contact our Returns Department and you will be provided with an RMA number as well as a prepaid shipping label.
• What shipping method should I use for non-defective returns?
  We recommend using ground services that provide tracking in order to balance cost with security.
• Do I need an RMA or return authorization?
  Yes. Contact our Returns Department to receive an RMA and return instructions. For faster service, please have your order number ready.
• What if my printer says the cartridge is empty right away?
  Follow your printer's instructions and try to reinstall. If the cartridge still doesn't read or you need further help, feel free to contact one of our friendly technicians. If the part is defective and falls within our guidelines, you can request a replacement or refund.
• What if the printer says the cartridge is incompatible?
  In rare cases, a printer may not recognize a cartridge. This qualifies under the defective item warranty. Please contact our tech support team first, though, as we may be able to help fix the issue and get you running right away.
• What if the cartridge leaks toner?
  This would be considered a defective item and would be eligible for a replacement or refund.

Didn’t find the answer to your question?

We want this to be the best customer service experience you’ve had this year! If we can answer any questions, please call us at (800) 323-9523 or email us at imaging@precisionroller.com. If you'd like to suggest improvements to our website or customer service, email us at webmaster@precisionroller.com.