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Thank you for choosing our products and services. In order to protect your rights and interests, we have formulated the following return and refund policy. This policy applies to all customers who purchase products from our store (https://trueimagetech.co.uk/) and follows the principles of fairness, transparency and convenience.
Product Range
Please note that this return and refund policy only applies to products purchased directly from the official True Image.
- Printer ink cartridges
- Printer toner cartridges
- Printer drum units
We are not responsible for returns or exchanges of products from other sellers. Please read the relevant policies carefully before purchasing and familiarize yourself with their specific scope of application.
Product Warranty
30-Day Money Back Guarantee
Guarantee Period: 30 days from the purchase date.
Returns within 30 days from the purchase date: Eligible for a refund on unopened or defective products.
2-Year Product Warranty for Laser and InkJet Printer Supplies
Warranty Period: 2 years from the purchase date.
Returns within 2 years from the purchase date: Eligible for a refund or free replacement for defective products only.
How To Contact Us For Returns Or Exchanges
- Telephone: 0121 368 7952
- Email: cs@trueimagetech.co.uk
- Post address: Looskade 20, 6041 LE Roermond, Netherlands (Please note that this is not the return address. All products must be returned to our designated warehouse using the return label we provide.)
Before Returning
90% of the problems you encounter can be solved, so we recommend that you contact our customer service before returning, our printer and toner cartridge experts are always ready to help you, we will try our best to help you solve the problem online, so that you can save time for return or exchange, and we can also reduce the loss of returned products and shipping costs. It's a win-win solution.
In addition, for the problems customers often encounter, our technicians will write corresponding troubleshooting blogs based on their expertise. If you are good at solving problems by yourself, you can read our blogs on professional printer ink and toner solutions .
Return Authorization
A Return Merchandise Authorization (RMA) must be processed prior to return or exchange. This can be obtained by contacting our customer service department. Returns or exchanges cannot be processed without the RMA. To resolve your issues faster, please provide us with the following information for reference:
ORDER ID, CARTRIDGE NUMBER, NUMBER OF DEFECTIVE CARTRIDGES, RETURN REASON AND PICTURES (if possible).
Solutions To Ensure Your 100% Satisfaction
We offer the following solutions to ensure your 100% satisfaction. Therefore, you can be worry-free when purchasing or using our products.
- Special discounts
We use high-quality raw materials, high-quality production processes and strict testing standards to ensure that our product quality is always industry-leading. However, there are still a small number of products that do not produce the best printing results due to various reasons, such as damage during transportation. If you receive an unsatisfactory product, we hope you give us a chance to fix the problem. If you accept our solutions or defective products, we will give you a special discount on your order or next order.
- Substitute
If the products received are obviously defective and unacceptable, you can contact us as soon as possible for a free replacement. To ensure that replacement products do not have the same problem, we will conduct strict inspections before shipping replacement products. And our customer service team will follow up on the performance until you are completely satisfied. Please be patient and wait 2-5 days for the replacement product to be delivered to you.
- Refund
If you do not need replacement products or special discounts, don't worry. We can make a refund for you as long as you made the purchase within 30 days or the products received are defective. In most cases, the products need to be returned. After receiving and checking the returned items, the refund will be made. If the products received are obviously defective, we may only ask you to provide some photos or videos to determine whether the products are from us, and then we will process a refund accordingly. Please allow 3-5 business days for the refund to reflect on your statement.
For Defective Products
If you return defective products within 2 years of the date of purchase, you will receive a refund or a free replacement.
Requirements For Returning Defective Cartridges:
- The products are sold by True Image.
- Returns within 2 years from date of purchase
Procedure For Returning Defective Products:
- Contact us by phone or email to obtain an RMA (Return Merchandise Authorization).
- Please provide photos or videos to help us determine if the defective products are True Image products. To help us determine the cause of the defect, you may be required to return the defective products using the shipping label we provide.
- Get your refund or replacement after we confirm that the defective products are from us.
Normally we will issue a refund or free replacement within 1-3 business days after we receive the returned package. It may take 48 hours for your bank to process the refund after it is issued from our side.
Freight When Returning Defective Products:
We will provide a prepaid return label and cover the return shipping costs for defective products.
For Non-defective Products
Non-defective cartridges may be returned within 30 days of purchase for a refund or free replacement. Non-defective cartridges older than 30 days are not eligible for a refund or replacement.
Conditions For Returning Non-defective Cartridges:
- Items are in saleable and new condition.
- Items are in their original packaging.
- What does saleable condition mean?
Saleable Condition Means:
- Items are unopened.
- Items are sealed and in their original packaging and include the original packaging.
- The packaging has no visible damage, including marks, tears, etc.
- We would appreciate if you could send us some photos to check the condition of the products. Note that non-defective products that have been used, opened, or have markings or writing on the packaging cannot be returned or replaced.
Procedure For Returning Non-defective Products:
- Contact us by phone or email to let us know that you wish to return your order.
- Return the faultless and saleable products using the shipping label we provide.
- Get your refund or replacement after we receive the returned products.
We usually refund or replace within 1-3 business days after receiving the returned package. It may take 48 hours for your bank to process the refund after it is issued from our side.
Freight Costs For Returning Faultless Products:
We are only responsible for the return shipping costs for faulty products. Freight costs for returning non-defective products are the responsibility of the customer. The additional shipping costs for an upgraded shipping option or international shipping are not refundable. We will provide you with a prepaid return label to send the package to us. The return shipping costs will be deducted from the refund amount.
For Incorrectly Ordered Products
To ensure fast delivery, all orders are dispatched within a few hours. If after placing your order you realise that you have ordered incorrect products, please contact us as soon as possible by phone or email.
Before Shipment
If your order has not yet left our warehouse, we can cancel it free of charge and you can then order the correct products following the instructions of our customer service team.
On The Way
Orders that have left our warehouse cannot be cancelled. But don't worry. We will contact our logistics company and try to recall the package. If the package recall fails, please reject the package when it arrives. We will help you order the correct items and issue a refund once we receive the incorrectly ordered products. (Note: You are responsible for the shipping fees for rejected packages.)
After Delivery
If you find that you have purchased the wrong products after receiving the package, please reconfirm whether the products are the ones you want before opening the product package. If not, please do not open it and contact us immediately to obtain an RMA (Return Merchandise Authorization). Then we will provide you with a prepaid return label and help you order the correct items. You can use the return label we provide to return the products to us. We will check the condition of the returned products and issue a refund accordingly. (Note: You are responsible for the shipping fees for refused packages.)
If The Package Is Lost
If you have not received your order or only received a partial order, please call or email us WITHIN 30 DAYS of the original order date and we will ship you a free replacement from your local warehouse as soon as possible.
For Affected Products After Firmware Upgrade
True Image compatible printer cartridges have the updated chip technology that ensures they work properly in your printer. However, some printer manufacturers can force the automatic firmware upgrade without the user's permission and block aftermarket or third-party cartridges. And these firmware upgrades are usually permanent, forcing you to buy the expensive OEM printer ink and toner cartridges directly from the supplier.
Caution : We recommend switching your printer updates to "manual" control rather than automatic updates if you plan to use third-party or aftermarket cartridges. For more details on disabling firmware upgrades, see How to disable firmware updates for HP printers. This will allow you to update your printer on your own terms rather than being forced to do so.
Addendum : Thanks to the latest chip technology, True Image compatible cartridges have been tested to ensure they are compatible with your printer. However, our product warranty will not apply if you allow firmware updates that affect the functionality of your cartridge.
For Products In Neutral Packaging
For our products, we offer two types of packaging: branded packaging - with our brand name and neutral packaging - without our brand name. Most of the products are offered in branded packaging. And the neutral packaging is for our distributors. However, our distributors do not want their customers to know that the products are from True Image, so we mainly offer them in generic packaging. Generally, we ship our products in branded packaging as a promotion. However, we may ship our products in neutral packaging if the branded versions are out of stock. Please rest assured that our branded or neutral packaged products are qualified to the same high caliber and come with the same warranty.
Before placing an order, please confirm with our customer service if you have any serious concerns about the packaging of the products. If you do not specify the type of packaging you would like us to use, we will assume that you agree that the products will be shipped in plain packaging if the branded products are out of stock.
For Products Rejected By HP+ printers
IMPORTANT: HP+ printer models ending in "e" (e.g. 4002dne, 4002dwe, 4002ne, 4102dwe, 4102fdne, 4102fdwe, etc.) will NOT accept compatible toner cartridges. If you own an HP+ printer, please DO NOT place an order. We will NOT issue refunds for products rejected by HP+ printers.