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Return and Refund Policy

Return and Refund Policy

At InkSale.co.nz, we are committed to supplying quality products at competitive prices. We understand that a return, replacement or refund may occasionally be required. Please read the following policy carefully before returning any product.

Nothing in this policy limits or excludes any rights or remedies that cannot legally be excluded under the New Zealand Consumer Guarantees Act 1993 or any other applicable New Zealand law.

1. Return Window

Subject to the conditions set out below, eligible products may be returned within 30 days from the date of delivery.

Before returning any product, you must contact InkSale.co.nz and obtain a valid Return Authorisation (RA) number.

2. Incorrect, Missing or Damaged Items

Please inspect your order as soon as reasonably possible after delivery.

Please notify us if:

  • an incorrect product has been supplied;
  • one or more products are missing from the parcel;
  • the quantity supplied is incorrect;
  • the parcel or product was damaged during delivery; or
  • there is another issue with the contents of the order.

Any objection or claim concerning an incorrect item, missing item, incorrect quantity or other order fulfilment discrepancy must be submitted to us in writing within 15 days from the date of delivery.

Written notification may be submitted by email or through our website contact form. Please include:

  • your order number;
  • a clear description of the issue;
  • the product name or model affected;
  • the quantity affected; and
  • clear photographs of the parcel, courier label, packaging and products received, where applicable.

Prompt notification allows us to review warehouse records, packing information, parcel weights, courier records and other available evidence while those records are still readily accessible.

Please retain the original parcel, courier label, packaging and all products received until we have completed our initial review or advised you that they may be discarded.

3. Defective Products Made by InkSale

This section applies where:

  • a product is confirmed to be defective; We might need you to test with your previous cartridge or test with an OEM cartridge to prove that it is the cartridge failure instead of printer failure.

Where a return is reasonably required:

Depending on the circumstances and applicable legal requirements, we may repair the product, replace it, provide store credit or issue a refund.

Please do not dispose of an allegedly defective or incorrect product unless InkSale has authorised you to do so in writing.

4. Change-of-Mind or Customer-Error Returns

This section applies where the product is not faulty and InkSale supplied the product ordered, but the customer:

  • purchased the wrong product or model;
  • ordered a product that is not compatible with their printer;
  • no longer wants the product;
  • found a cheaper product elsewhere; or
  • wishes to return the product for another reason unrelated to a product fault or an error made by InkSale.

Change-of-mind and customer-error returns are accepted only at InkSale’s discretion and must meet all eligibility requirements in this policy.

For an approved change-of-mind or customer-error return:

  • the customer is responsible for arranging and paying for safe return delivery;
  • a restocking fee equal to 20% of the product price, with a minimum charge of NZ$7.99, will apply;
  • the original delivery charge is non-refundable;
  • where the original order received free shipping, the actual outbound shipping cost, with a minimum deduction of NZ$7.92, will be deducted from the refund;
  • an additional repackaging or loss-of-value charge may apply if the packaging is opened, marked, damaged or unsuitable for resale; and
  • the applicable credit card processing fee described below will also be deducted.

Where appropriate, InkSale may offer an exchange for the correct product or allow the customer to retain the approved value as store credit for a future purchase.

We strongly recommend checking the complete printer model, cartridge or toner number, regional compatibility and product description before placing an order.

5. Credit Card Processing Fee for Customer-Error Returns

When a credit card payment is refunded, Stripe generally does not return the payment processing fees charged on the original transaction.

Although InkSale absorbs the credit card processing cost when an order is completed normally, that cost is not returned to InkSale when a transaction is subsequently refunded due to a change of mind or customer error.

Therefore, for an approved change-of-mind or customer-error refund, a standard credit card processing fee of approximately 3.4% plus NZ$0.45, calculated on the original full payment amount, will be deducted from the refund.

This standard approximate deduction is used because payment processing costs can vary depending on the card type, country of issue, payment method, currency conversion and applicable payment-provider charges. Individually calculating and reconciling the exact fee for every return would create additional manual administration.

The deduction may apply to both full and partial refunds because the original payment processing cost may be retained by the payment provider even when only part of the transaction is refunded.

This credit card processing fee will not be deducted where the refund results from:

  • a confirmed defective product;
  • an incorrect product supplied by InkSale;
  • a missing item or another order fulfilment error made by InkSale;
  • loss or damage during delivery for which InkSale is responsible; or
  • any circumstance in which deducting the fee would be inconsistent with the customer’s rights under applicable New Zealand law.

Further information about Stripe’s treatment of fees on refunded payments is available on the official Stripe website: Understanding Fees for Refunded Payments .

6. Return Authorisation Process

Before returning any product, please contact InkSale.co.nz and request a Return Authorisation number.

  • Products returned without prior authorisation may be delayed or refused where permitted by law.
  • The RA number is valid for 30 days from the date of issue, unless otherwise agreed by InkSale in writing.
  • The RA number must be clearly included inside the return parcel.
  • Products must be securely packaged to prevent damage during return delivery.
  • The customer should retain the return tracking number and proof of lodgement.

Issuing an RA number does not automatically confirm that a refund, replacement, exchange or credit has been approved. Returned products may need to be received and inspected before the appropriate outcome is determined.

7. Eligibility for Change-of-Mind Refunds or Exchanges

To qualify for a discretionary change-of-mind or customer-error refund or exchange:

  • the return request must be made within 30 days of delivery;
  • the product must be unused and undamaged;
  • the product must be in a resalable condition;
  • all original packaging, seals, accessories, instructions and included items must be returned;
  • proof of purchase must be provided; and
  • a valid RA number must have been issued.

Opened ink cartridges, toner cartridges, labels, tapes and other consumable products may not be accepted for a change-of-mind return where opening, installing or using the product prevents it from being safely or commercially resold.

A product that has been installed in a printer will generally be treated as used. This does not affect any applicable rights relating to a defective product.

8. Sale, Clearance and Specially Discounted Products

Sale, clearance, or low cost version product and specially discounted products are not eligible for a discretionary change-of-mind refund unless otherwise agreed by InkSale in writing.

9. Inspection and Refund Processing

Returned products may be inspected to confirm:

  • the reason for the return;
  • the condition of the product and packaging;
  • whether all components have been returned;
  • whether the product has been opened, installed, used or damaged; and
  • whether the return qualifies under this policy.

Where a refund is approved, it will normally be issued to the original payment method. The time required for the refund to appear may vary depending on the payment provider, card issuer or bank.

Any applicable shipping cost, restocking fee, repackaging charge, loss-of-value deduction or credit card processing fee will be included when the refund amount is calculated.

10. Customer Responsibilities

Customers are responsible for:

  • confirming that the product ordered is suitable for their printer and intended use;
  • checking the full printer model and cartridge, toner, drum, label or tape number before ordering;
  • checking any stated regional compatibility requirements;
  • following all installation, storage and usage instructions;
  • contacting InkSale before arranging an unauthorised repair or disposing of an allegedly defective product;
  • securely packaging authorised returns; and
  • providing reasonable information, photographs, test results or other evidence needed to assess a claim.
  • test with previous cartridges or test with an OEM cartridge to check if the printer works well.

InkSale may decline a discretionary change-of-mind return or reduce the refund where a product has been damaged by misuse, incorrect installation, unsuitable storage, unauthorised modification or failure to follow the supplied instructions.

11. Contact Us

To report a defective, incorrect, missing or damaged product, or to request a Return Authorisation number, please contact InkSale.co.nz through the email (suggested) or whatsapp or sms text.

Please include your order number and a clear description of the issue so that we can review your request efficiently.