At TradeConnX, we endeavour to provide you with our quality products at everyday low prices. We understand that there could be circumstances where you need to return a purchase from us.
To return a product, you must first contact us to obtain a Return Authorisation (RA) number. Returned goods cannot be accepted without a valid TradeConnX RA number, which is valid for 30 days from the issue date. When posting goods back to us, the RA number is to be enclosed with your items.
1. Change of Mind or Incorrectly Ordered Goods
1.1 Printer Consumables - Cartridges, Waste bottles, Fuser units, Belt units, Filaments (excluding paper)
If you have incorrectly ordered or changed your mind about the consumables you have purchased, TradeConnX will be pleased to offer you a store credit or refund for the unused and unopened items you return. However, any shipping fee that you paid for the original purchase is non-refundable.
Please note the following:
All items must be returned within 30 days from the date of invoice.
All items with expiry dates must have at least 6 months lifespan remaining.
All items must be in the original packaging, unused, unopened, undamaged, and free of any additional shipping labels or marks. We do not accept resealed items. We recommend using different external packaging for shipping to ensure goods returned are in good condition.
All incorrectly ordered or unwanted returns will incur a 15% restocking fee.
It is your responsibility to pay the freight charges and insurance associated with the return. TradeConnX will not issue a credit or refund on such costs.
Please ensure goods are returned with a tracking number, as we will not issue a store credit or refund for items that have not been received by our warehouse.
Goods that are shipped with ‘receiver to pay’ will be rejected, leaving the courier responsible for the appropriate disposal of the returned items.
If these requirements are not satisfied, TradeConnX reserves the right not to offer a credit or refund. All rejected printer consumables will be held for 90 days. If no instruction is received within that time, the rejected item will be disposed of. There will be a shipping fee to return any rejected item back to you.
1.2. Office Machines - Cables, Scanners, Scales, Printers, Label Printers and Shredders (excluding 3D printers, wide and large format printers)
If you have incorrectly ordered or changed your mind about the office machine you have purchased, TradeConnX will be pleased to offer you a store credit or refund for the unused and undamaged items you return. However, any shipping fee that you paid for the original purchase is non-refundable.
Please note the following:
Goods must be returned within 30 days from the date of purchase.
The item must be returned in its original packaging. All the internal packaging, starter kit (if any), cables, user manuals etc. must be enclosed.
The item must be in its original condition, unused, undamaged and free of any additional labels or marks.
All incorrectly ordered or unwanted office machine returns will incur a 15% restocking fee.
It is your responsibility to pay the freight charges and insurance associated with the return. TradeConnX will not issue a credit or refund on such costs.
Please ensure you have tracking as we will not issue a store credit or refund for items that have not been received by our warehouse.
Goods that are shipped with ‘receiver to pay’ will be rejected, leaving the courier responsible for the appropriate disposal of the returned items.
If these requirements are not satisfied, TradeConnX reserves the right not to offer a credit or refund. All rejected office machines will be held for 90 days. If no instruction is received within that time, the rejected item will be disposed of. There will be a shipping fee to return any rejected items back to you.
1.3. Office Furniture - Chairs, Stools and Footrests, Mounts and Stands, Whiteboards
If you have incorrectly ordered or changed your mind about the furniture you have purchased, TradeConnX will be pleased to offer you a store credit or refund for the unopened item you return. However, any shipping fee that you paid for the original purchase is non-refundable.
Please note the following:
Goods must be returned within 30 days from the date of purchase.
The item must be in its original condition, unopened, unused, undamaged and free of any additional labels or marks.
We are unable to accept furniture that has been assembled, even if they have been dis-assembled and are unused.
All incorrectly ordered or unwanted furniture returns will incur a 15% restocking fee.
It is your responsibility to pay the freight charges and insurance associated with the return. TradeConnX will not issue a credit or refund on such costs.
Please ensure you have tracking as we will not issue a store credit or refund for items that have not been received by our warehouse.
Goods that are shipped with ‘receiver to pay’ will be rejected, leaving the courier responsible for the appropriate disposal of the returned items.
If these requirements are not satisfied, TradeConnX reserves the right not to offer a credit or refund. All rejected cartridges will be held for 90 days. If no instruction is received within that time, the rejected item will be disposed of. There will be a shipping fee to return any rejected items back to you.
1.4. Goods on which a change of mind return is not available
The following items can not be returned if you change your mind:
Face masks, gloves, wet wipes and any other hygiene or PPE products
Special price or non-stock items (custom and special orders)
Office basics, supplies and stationery (e.g. pens, markers, staplers, tape etc.)
3D printers, wide and large format printers.
Clearance products (e.g. refurbished office machines, demo/testing office machines and furniture)
Paper (e.g. copy paper, photo paper, bond paper, archival paper etc.)
Packaging supplies (e.g. mailing boxes, pallet wraps, courier bags etc.)
2. Faulty Items
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
If an item within warranty is deemed faulty, you are entitled to a repair, replacement, credit or refund, at the discretion of the manufacturer and/or TradeConnX. We reserve the right to decline a repair, replacement, credit or refund claim where any product fault is caused by:
Misuse, neglect and abnormal use or abuse
Normal wear and tear
Damage arising from improper assembly or modification
Damage to external or product packaging only.
Damage occurring during your own handling and transportation of goods.
Please note any shipping fee already paid to TradeConnX is non-refundable.
2.1. Genuine Printer Consumables & Office Machines
TradeConnX is not a manufacturer or a service centre. Therefore, when you suspect an item is faulty, we highly recommend contacting the manufacturer directly for troubleshooting or technical support. If a representative of the manufacturer is unable to resolve the issue, they will provide you with information on how to proceed. They may send you a replacement, instruct you for a return-to-base repair or return the item to TradeConnX.
If the item is to be returned to us, please make sure you request a case number for us to reference, as we will need it to claim on your behalf. We will require the following:
The case number provided to you by the manufacturer.
The TradeConnX invoice number of the purchase
Photos, samples and any evidence showing the issue you’re experiencing
The product serial number and machine model number
For genuine printer consumables, a printer report or photo which shows the remaining life or percentage of the item
The faulty item back to our warehouse (In that case, we will arrange to collect it at no cost to you. Please ensure all items such as cables, user manuals etc. are enclosed.)
Upon receiving the return, if we are able to replicate the issue, we will arrange to repair the product. If a repair is not successful or available, we will send you a replacement, issue a store credit or refund.
If we are unable to replicate the issue then it is likely that something has gone wrong with the installation on your end and we will return the same product back to you. There will be a shipping fee to you.
2.2. Compatible Printer Consumables & Other Printer Consumables
There are many occasions where consumable products (toners and ink cartridges most commonly) returned to us are found not faulty. Please ensure you have purchased and received the correct items for your machine. Please also ensure you have performed the recommended print head cleaning and/or alignment procedures before returning any goods to us.
Do not dispose of any items you suspect are faulty, as we will require the items back. We will not issue store credits, refunds or replace any faulty items that cannot be returned.
Please note the following:
As a rule, we do not offer credit or refunds for returns where the goods are over 12 months old from the invoice date. Exceptions are made for some products where we have specific latitude given to us by the manufacturer of the product.
Faulty printer cartridges have to be over a minimum capacity (normally at least 75% full) or we cannot accept them for return.
Empty and/or expired items will not be credited or replaced.
If the product has been refilled or tampered with in any way, the cartridge will not be replaced or credited.
All cartridges must be sealed and secured to ensure they do not leak or get lost in transit.
The warranty is limited to the cost of the goods only, as stated on your invoice, and is the amount you paid us for the goods. There are no implied warranties beyond what is stated here.
Once we have received the goods, we will then evaluate them and contact you to advise you of the result.
Faulty items will need to be returned to our warehouse. We will arrange to collect the goods at no cost to you.
2.3. Office Furniture - Chairs, Stools and Footrests, Mounts and Stands, Whiteboards
If any office furniture is defective or has been damaged during manufacturing, please take photos or videos clearly illustrating the problem and email us as soon as possible.
We will evaluate on a case-by-case basis and will endeavor to provide a suitable solution. Depending on the nature of the fault, we may opt to replace the broken part, replace the whole item, offer a store credit or refund.
Do not dispose of any items you suspect are faulty, as we may require the furniture back. If we require the faulty item to be returned then our customer service team will arrange a collection.
2.4. All other items
We will evaluate on a case-by-case basis and will endeavor to provide a suitable solution depending on the nature of the fault. When contacting TradeConnX, please provide us with as much information as possible; sending us videos and/or photos is highly recommended.
Do not dispose of any items you suspect are faulty, as we may require the items back. If we require the faulty item back then our customer service team will arrange a collection.
3. Items Damaged in Transit
Be sure to check your deliveries upon receipt. All items damaged in transit must be reported to TradeConnX within 48 hours from the date of receipt. Please email a photo of the damaged packaging and/or the products to support@tradeconnx.com.au along with your invoice number.