Return Policy

 

At The Inky Shop we are committed to 100% customer satisfaction. We stand behind our Inky Shop brand inks and toners with a 100% money-back satisfaction guarantee.

This policy complies with the Consumer Protection Act 68 of 2008 (CPA) and the Electronic Communications and Transactions Act 25 of 2002 (ECT Act). Nothing in it limits any right you have under those Acts. Unless stated otherwise, all products carry a 6-month warranty from the date of purchase or delivery, whichever is later.

If you bought it in store

If you bought it online

Visit any Inky Shop branch with your invoice.

Email online@inkyshop.co.za with your order number.

If returning a cartridge, please bring a printed page showing the issue if possible.

Our team will respond within 24 hours with your return instructions.

1. Change-of-mind returns on stocked items

We understand that mistakes happen. You may return a stocked item for a refund or exchange within 7 days of purchase or delivery, provided it is new, unopened, unused and in its original packaging, with your invoice.

  • In store: no additional cost.
  • Online: you are responsible for the direct cost of returning the item. We refund the price you paid within 30 days of cancellation.
  • Our error: if we sent the wrong item or it arrived damaged, we cover all return costs.

This change-of-mind return is a courtesy we offer on stocked items. It does not apply to Special Orders, which are covered in section 2.

2. Special Orders

Please read this section before placing a Special Order. It limits your ability to cancel or return the item.

A Special Order is any item that we do not normally keep in stock and that we source or buy in specifically at your request. We will tell you that an item is a Special Order, and you will be asked to confirm that you accept these terms, before we place the order. 

Special Orders are not available through online checkout. They are placed through a sales assistant and confirmed on our Special Order form.

  • Payment. We require full payment before we order the item from our supplier.
  • Cancelling before we order. If you cancel before we have placed the order with our supplier, we refund you in full.
  • After we order. Once we have placed the order with our supplier, a Special Order cannot be cancelled, returned, exchanged or refunded because you have changed your mind, no longer need the item, found it cheaper elsewhere, or gave us the wrong model number. Any deposit paid is not refundable and the balance remains payable.
  • Collection. Please collect within 14 days of our notice that the item has arrived.

Your rights are not affected where the fault is ours or the product's. We will refund, replace or repair a Special Order item, at our cost, if:

  • it is not the item you ordered, or does not match the specifications we confirmed with you;
  • it arrived damaged;
  • it is defective within its 6-month warranty (see section 4); or
  • we recommended it for a printer or purpose you described to us, and it proves unsuitable for that purpose within 10 business days of delivery.

3. Check your models

Please double-check your printer and cartridge model numbers before breaking the seal. We cannot refund or exchange opened, non-faulty cartridges or hardware that you selected yourself.

If our staff or our Cartridge Finder recommended the item for the printer model you gave us and it is not compatible, return it within 10 business days of purchase or delivery. We will exchange or refund it.

4. Defective goods: repair, replace or refund

If an item is defective within 6 months of purchase or delivery, you may return it at our cost and choose whether we repair it, replace it or refund you. Please bring or send your proof of purchase.

  • The check. For cartridges, we test the item and confirm that it has not simply run out through normal use.
  • Troubleshooting. For online returns, our technical staff may first try to solve the issue with you remotely.
  • Not covered. Damage caused by misuse, tampering or use contrary to the instructions is not a defect.
  • Repairs. If a repair fails within 3 months, we replace the item or refund you.

Product category

Warranty period

Printer inks and toners

6 months from purchase or delivery

Other goods and hardware

6 months, or longer where the manufacturer's warranty in the box says so


Stuck? Before returning a cartridge, try our Troubleshooting Tips.

5. Inkjet refill guarantee

Our refills are backed by a 100% money-back satisfaction guarantee. External factors mean we cannot guarantee that every refill will work (see our Cartridge Care Guidelines). If a refill does not work to your satisfaction, we refund your refill cost.

The guarantee covers the price of the refill service, not the price of a new cartridge. You may put the refund towards a replacement cartridge.

6. Additional notes

  • Refunds. We refund to the original payment method. Please allow a few days for courier transit and for the PayFast gateway to reflect the funds.

  • Cancelling an online order for a stocked item. Contact us immediately. If it has not shipped, we refund you in full. If it has shipped, we refund you once the item is returned, and you pay the direct return cost.

  • Promotions. Refunds for items bought on promotion match the amount paid on the invoice.

  • Confirmation. All refunds are confirmed by email or printed receipt.