Returns
Refund & Return Policy
Last updated: January 1, 2025
Your satisfaction is our priority. If something is wrong with your order — whether it's a defective cartridge or an incorrect item — we will make it right. This page explains our return and refund process in full.
1. Overview
- We accept returns within 7 days of the delivery date.
- Returns are accepted for defective products or items sent in error.
- Eligible returns will receive a full replacement or a full refund — your choice.
- To start a return, contact us via WhatsApp or email with your order reference.
2. What Can Be Returned
A return is accepted if the item meets one of the following conditions:
- The cartridge is defective — including print quality issues, leaking, or failure to be recognised by the printer.
- The wrong product was delivered (wrong model, brand, or colour).
- The item was damaged in transit — report within 24 hours of delivery.
- The item is unopened and in its original, sealed packaging (non-defective change-of-mind returns).
For transit damage claims, please photograph the damaged packaging and product immediately and send to us before returning the item.
3. What Cannot Be Returned
The following items are not eligible for return or refund:
- Cartridges that have been opened and installed, unless they are defective.
- Products damaged due to misuse, improper installation, or use in an incompatible printer.
- Items returned after the 7-day return window has closed.
- Products without proof of purchase or an order reference.
- Items that have been tampered with or show signs of physical mishandling.
If you are unsure whether your cartridge is compatible with your printer, contact us before installing it — we are happy to verify.
4. How to Initiate a Return
Follow these steps to return an item:
Step 1 — Contact us
- Reach us via WhatsApp (+254740592556) or email ([email protected]).
- Provide your order reference number and a brief description of the issue.
- Attach clear photos of the product and, if applicable, a print sample showing the defect.
Step 2 — Get return authorisation
- Our team will review your request and respond within 1 business day.
- If approved, we will provide return instructions and arrange collection or drop-off.
Step 3 — Return the item
- Pack the item securely in its original packaging where possible.
- Include a note with your name and order reference inside the parcel.
Step 4 — Receive your refund or replacement
- Once we receive and inspect the item, we will process your refund or dispatch a replacement.
- You will be notified via WhatsApp or email when this is done.
5. Refund Timelines
- Refunds are processed within 5–7 business days of receiving and inspecting the returned item.
- Refunds are issued via the original payment method (M-Pesa, bank transfer, etc.).
- M-Pesa refunds typically reflect within 24 hours of processing.
- Bank transfer refunds may take 2–3 additional business days depending on your bank.
- You will receive a confirmation message once your refund has been processed.
6. Exchanges
If you would prefer a replacement instead of a refund, we are happy to exchange the item for:
- The same product (if defective or damaged).
- A different compatible model — subject to stock availability and any price difference.
Exchanges follow the same 7-day return window and eligibility criteria as refunds.
7. Warranty Coverage
All Acotoner products carry a 30-day quality warranty from the date of delivery, which covers:
- Manufacturing defects including print quality degradation, leaking, and premature depletion.
- Failure of the cartridge to be recognised by a compatible printer.
The warranty does not cover damage caused by improper installation, use in incompatible printers, or physical mishandling. The 7-day return window and 30-day warranty are separate: after 7 days, warranty claims are handled as a replacement (not a refund).
8. Contact Us
Have a question about a return or refund? Get in touch — we aim to respond within 1 business day.