Graphtec fiber tip pen red (LUMOCOLOR-311-RED)

Returns & Refunds Policy

Effective 25 July 2026 — Rev 2026.07

An easier-to-read version of this policy, including a tool that checks whether your specific item is returnable, is available here: Returns & Refunds Policy. Both versions contain the same terms.

We sell technical equipment where part selection and installation both matter. This policy is specific on purpose, so nothing surprises you after you order. Every window below runs from the delivery date, not the order date.

At a glance

1. 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.

2. 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.

Printheads — read this first. Do not install a printhead that arrives in damaged packaging. Photograph it and contact us before going any further. Once a visibly damaged head is installed, transit damage and installation damage become impossible to separate, and the claim will be denied.

3. 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 2 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.

4. 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 7.

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.

5. 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.

6. Who pays return shipping

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

7. Printhead warranty and RMA

Printheads carry a supplier warranty valid for 15 days from delivery. This is separate from the return window in Section 4 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.

Installation is your responsibility. If you are not experienced in printhead replacement for your specific machine, please use a trained technician. A large share of failed warranty claims are installation damage, and that outcome costs you both the part and the wait.

8. 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.

9. How to start a return

1. Open the returns portal: https://www.allprintheads.com/pages/returns-request
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 7.
4. Wait for authorization. Do not ship anything before it is authorized — unauthorized returns may be refused.
5. Ship it back. Once approved you will get return instructions and, if applicable, your prepaid label.

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.

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.

12. Questions

ALLPRINTHEADS LLC
customerservice@allprintheads.com

If any part of this policy is unclear, email us before you order. We would much rather answer a compatibility question up front than process a return.

This policy applies to purchases made on www.allprintheads.com. We may update it at any time; the version in effect on your order date governs your order.