Return Policy Information - Inkjets
ERS makes every effort to provide the highest levels of service and product quality for our valued customers. With this said, the nature of our products (used goods) and the absence of an accepted "industry standard" for inspection and grading leaves room for disparity when we (as the seller) and you (as the buyer) have different expectations for the condition of the goods in question.
We have prepared this information sheet to help our customers better understand our inspection procedure and the things it does and does not cover. Additionally, it includes instructions detailing what to do in the event that there is a problem with your shipment of empty cartridges.
ERS Inkjet Inspection Criteria
ERS inspects for wear or damage in excess of what would be expected with a one time used (or in the case of a previous remanufactured cartridges multiple use) inkjet cartridge. Some dents or cracks are passed if they do not affect the cartridge's capacity or functionality.
ERS performs an inspection considering the three major parts of an ink cartridge, the case, nozzle plate (print head) and electronic circuitry. The inspection goal regarding the case is to pass inkjets that can be refilled to the proper capacity and will fit into the printer properly. Nozzle plates will be free of corrosion, chips, dents and other imperfections visible to the naked eye. The presence of any of these conditions will result in rejection. Finally, the electronic circuitry is visually inspected and, in certain cases, tested to ensure it is functional and intact. Below is an outline* of ERS's inkjet inspection criteria:
1. Reject if the Case is:
- Cracked on a functional component
- Dented on a functional component
- Missing a functional component (top, a circuit board, a specific tab)
- Has drill holes
2. Reject if the Nozzle plate is:
- Cracked
- Bent
- Corroded
- Visibly scratched to the naked eye
- Missing
3. Reject if the Circuit:
- Is ripped
- Is peeled off
- Is severely dented
- Fails circuit testing
Select cartridges are inspected under more stringent criteria. Please contact our quality control team to learn more about our inspection process.
******* Certain types of conditions are expressly not covered by ERS ********
- Cross contamination of ink.
- Any hidden damage not visible to the naked eye without magnification.
- The suitability to be refilled.
- Circuit failure***
*** ERS does not warrant against circuit failure. A reasonable percentage of fall-out should be expected. However, ERS does take measures to ensure fall-out due to failed circuitry is not excessive. ERS offers (as protection to the buyer) the right to return any entire order as a whole if fall-out due to circuit failure is deemed to be excessive. This determination shall be made at the sole discretion of the buyer. Any return for circuit failures must be made within the standard 30 day window. All other ERS terms and conditions pertaining to returns (see below) are applicable in this case.
ERS Return Policy
- All returns must be made within 30 days of receipt of the product. ERS cannot issue credits for returns made beyond this timeframe.
- You must request a Return Authorization from ERS prior to shipping the product.
- Product must be packaged in a similar manner as it was received.
- The shipment must clearly reference the Return Authorization number on the outside of each box and skid.
- Please provide the reference/batch number (located on the box labels) of the problem products
- This allows ERS to track the origin of the defective products.
- By assisting ERS with these numbers, you can help us improve overall product quality in the future.
- All ERS inkjets are either marked or recorded in our system with a unique identifier. ERS cannot offer credit for inkjets that were not sold by ERS.
Packing Your Cartridges for Return Shipping
Our inkjets are specially packed to ensure the integrity of our product during shipping. We expect all returns to be packed similarly.
We take the following steps to protect our product:
- Cartridges are packed neatly to ensure accurate box quantities.
- Cartridges are packed tightly to reduce movement during transit.
- Pads are placed between layers of cartridges to prevent movement during transit and to protect functional components.
- Dividers are placed between rows of cartridges to prevent movement during transit & to protect functional components.
- Boxes are only stacked four high on a skid to prevent damage from excessive weight.
Packing Your Cartridges for Return Shipping
I didn't receive the product I ordered or the quantities were incorrect.
- Please review the packing list associated with your order. Make sure the freight company delivered the correct number of pieces. If your order is short pieces, it is imperative that you note this on the delivery receipt. If you sign the shipment as clear we will not be able to file a freight claim for the missing pieces.
- If the number of pieces is correct, please review your invoice to make sure it matches the product received.
- Please contact your sales representative as soon as possible. They can assist with filing a freight claim if necessary.
Some of the product I received was damaged.
- Please provide detailed information of the type of damage.
- Make sure that the damage is covered under ERS's inspection criteria.
- If possible, please provide the reference or batch numbers associated with the damaged product. (These five digit codes can be found on the box labels).
- Contact your sales representative to obtain a Return Authorization Number.
- ERS will pay for the return shipping as long as it deems (at its sole discretion) that the cartridges in question did not meet its published inspection criteria.
- Pack the cartridges using our Packaging Guidelines (above).
I received the wrong product.
- Please segregate and hold the incorrect product(s).
- Please review the invoice and packing list for accuracy.
- Please contact your sales representative as soon as possible.
Questions or Comments
If you have any questions concerning this return policy, please contact ERS at info@ersusa.com or call 1.800.842.9923. ERS appreciates the opportunity to serve you.