Check before you ship

Is my item returnable?

Answer four questions for an immediate read on your specific item. This is a guide to the policy below, not an authorization — every return still needs approval before you ship anything.

Reference

At a glance

The complete matrix. Conditions and exceptions are detailed in the numbered sections that follow.

Section 01

Shipping and handling

Items not held in stock have a handling time of 3–10 business days before shipment. If you need a firm date, contact us before ordering and we will confirm availability.

Section 02

Damage or loss in transit

We are responsible for your order until it reaches you. If your shipment is lost, stolen, or arrives damaged, we will replace it or refund it. You do not need to buy anything extra for this.

To let us file a carrier claim, we need three things from you:

• Report transit damage within 48 hours of delivery. Email customerservice@allprintheads.com with your order number and photographs of the outer packaging, the inner packaging, and the item.
• Keep all packaging until the claim closes. Carriers routinely require inspection, and discarded packaging can void a claim outright.
• Report non-delivery within 15 days of the recorded delivery date, or of the last tracking update if the package never arrives.

Damage reported after 48 hours, or where packaging has been discarded, may not be recoverable — contact us anyway and we will do what we can.

Section 03

Prepaid return shipping

At checkout you may add Prepaid Return Shipping for about 1.5% of your order value. If you later make an eligible return, we email you a prepaid U.S. return label at no cost.

What it covers: the cost of the return label, on U.S. domestic returns. That is all it covers.

What it does not do: it does not extend any return window, does not make a non-returnable item returnable, does not waive the 15% restocking fee, and has no bearing on transit damage or loss — you already have that under Section 02 at no charge.

It is optional. You can remove it in your cart before checking out, and if you do, you simply buy your own label if you ever need one.

Section 04

Return windows and eligibility

Printheads — 15 days from delivery

Returnable within 15 days of delivery, in original condition and original packaging, unopened and uninstalled.

Printheads are refunded as store credit only — not to your original payment method. A 15% restocking fee applies.

Once a printhead has been unsealed, wetted with any fluid, or installed, it cannot be returned under this section. Your remaining option is a warranty claim under Section 07.

Parts, equipment, and unopened consumables — 30 days from delivery

Returnable within 30 days of delivery in original condition with all packaging, accessories, and documentation. A 15% restocking fee applies.

Not returnable

• Consumables that have been used, installed, or exposed to ink — dampers, filters, tubing, wipers, cappers
• Opened ink of any kind
• Clearance, closeout, and final-sale items, except where a warranty defect exists
• Special-order and custom-configured items
• Anything returned without prior authorization

What "original condition" means

Unused, uninstalled, free of any fluid or ink, anti-static packaging intact where applicable, and complete with everything that shipped with it.

Section 05

Restocking fee

A 15% restocking fee applies when a return is made because you changed your mind, ordered the wrong part, or no longer need the item. It is deducted from your refund or store credit.

The fee is waived entirely when the fault is ours — if we shipped the wrong item, if it was misdescribed on our site, or if a warranty defect is confirmed.

Section 06

Who pays return shipping

Original outbound shipping charges are not refunded, except where we made the error.

Section 07

Printhead warranty and RMA

Printheads carry a supplier warranty valid for 15 days from delivery. This is separate from the return window in Section 04 and covers manufacturing defects only.

How it works

We submit your printhead to the manufacturer or supplier for evaluation. Their written RMA determination is final and binding on both of us. Evaluation typically takes 4–8 weeks from the date the part reaches their facility.

Your submission must include

• The full installation procedure you followed
• Every fluid used, by make and part number
• Nozzle test prints from before and after the fault appeared
• Printer model and firmware version
• Photographs of the installed head

What the warranty does not cover

Damage from improper installation, incompatible or contaminated fluids, electrical surges, dried or clogged nozzles from inadequate maintenance, unauthorized repair attempts, physical damage, or general misuse.

Shipping

You ship the part to the evaluation facility at your cost. If a defect is confirmed we reimburse that cost, along with providing a replacement or store credit. If no defect is found, the part returns to you at your expense.

Section 08

Cancelling an order

You may cancel any order at no cost before it ships — just email us with your order number. Once an order has shipped, the sections above apply.

Section 09

How to start a return

1. Open the returns portal.
   allprintheads.com/apps/redo/returns-portal
2. Enter your order number and email, then select the items you are sending back.
3. Tell us why. For printheads and defect claims, upload the photographs and nozzle tests listed in Section 07.
4. Wait for authorization. Do not ship anything before it is authorized — unauthorized returns may be refused.
5. Ship it back. Once approved you'll get return instructions and, if applicable, your prepaid label.

Section 10

Refund timing

Once your return arrives we inspect it and email you the outcome within 5 business days.

• Refunds to your original payment method post within 10 business days of approval. Your bank may take additional time to display it.
• Store credit is issued within 2 business days of approval and does not expire.
• Declined returns: we explain why, and you can have the item shipped back at your cost.

Section 11

International orders

Returns from outside the United States follow the same windows and conditions, but you are responsible for return shipping, duties, and customs charges in both directions. Prepaid Return Shipping is U.S. domestic only, and original duties and brokerage fees are not refundable.