Delivery, Warranty and Returns

Delivery, Warranty and Returns

Dispatch and delivery

We hold stock in Auckland. Orders placed before 2pm on a working day are normally dispatched the same day.

Typical delivery times after dispatch are:

  • Auckland: next working day
  • Rest of the North Island: 1–2 working days
  • South Island: 2–3 working days
  • Rural addresses: please allow an additional day

These are courier estimates, not guaranteed delivery dates.

180-day replacement warranty

Products purchased from InkInk carry a 180-day replacement warranty against product and print defects, starting on the date of delivery. If a cartridge leaks, streaks, is not recognised or does not print properly, please contact us. We will help identify the cause and, if the product is faulty, arrange a replacement.

Call 0800 INKINK before sending anything back. Some installation and print-quality problems can be resolved without a return. Please have your order details, printer model, cartridge model and any error message ready if possible.

A printer manufacturer may release a firmware update that changes how compatible cartridges are recognised. If a cartridge stops working after an update, contact us so we can check the cause and advise whether a solution is available. A problem caused solely by a subsequent firmware update is not covered by our product warranty.

Wrong item, damage or a change of mind

If we sent the wrong item, or the product arrived damaged or leaking, contact us with photos of the item and its packaging. We will arrange an appropriate replacement, credit or refund and cover the authorised return cost.

If you ordered the wrong cartridge, contact us while it is unused and unopened. Keep its original packaging and accessories. We can help identify the correct model and arrange an exchange where the item is eligible for return. You are responsible for safely returning an item ordered by mistake and for its return shipping cost.

Opened cartridges are generally not eligible for a change-of-mind exchange. This does not affect a warranty claim for a faulty product or the eligible 48-hour return described below.

48-hour return for eligible Tonerink-branded cartridges

If you purchased an eligible Tonerink-branded ink or toner cartridge from InkInk, you may request a return without giving a reason within 48 hours of receiving it. Contact us and ask for a “Risk-Free Return” authorisation before sending the cartridge back. Keep the original packaging and accessories. If the cartridge has been tested, at least 90% of its stated yield must remain.

For a return that is not due to a fault or our error, you are responsible for safe return shipping. The refund may also be subject to the applicable costs explained below.

Return costs and refunds

For a return requested because you ordered the wrong item or changed your mind, a $9.99 restocking fee may apply. If the original product packaging has been damaged, we may also charge the actual replacement packaging cost.

For a customer-choice refund paid by credit card, the original payment processing fee is non-refundable. This is approximately 3.4% plus NZD $0.45, calculated on the full original payment, including when only part of an order is refunded. We will explain any applicable deduction before processing the refund. You may ask about exchanging the item or keeping a credit for a future purchase instead.

These customer-choice fees do not apply where the return is required because of our error or a product fault for which we are responsible. Once a return has been received and assessed, we will confirm the outcome and process any approved refund to the original payment method.

How to arrange a return

  1. Contact InkInk before returning the item. Tell us your order number, the reason for the return, the cartridge model and your printer model. For a damaged or incorrect item, include photos of the product and parcel.
  2. Wait for a Return Merchandise Authorisation (RMA) number and return instructions. Please do not send an item before we have authorised its return.
  3. Pack the item securely with its original packaging and accessories. Use separate outer packaging so shipping labels are not attached directly to the product box.
  4. Write the RMA number clearly on the outside of the parcel and use the return method we have confirmed with you.

Unidentified or unauthorised returns may be refused or sent back at the sender’s cost. If we decline a return request and you believe we have missed relevant information, please contact us so we can review it.

Return address (after authorisation):
InkInk Returns
47A Hope Farm Avenue
Pakuranga Heights
Auckland 2010
New Zealand

Talk to a person

Call 09-5760834 095780886 if you are unsure which cartridge you need or need help with a return. We can help you find the printer model and work through the problem before you post anything back.

Nothing in this policy limits your rights under New Zealand’s Consumer Guarantees Act 1993.