How Do I Start The Refund Process?

Thanks for shopping at officebuggy.ca. If you are not entirely satisfied with your purchase, we're here to help.

Step 1: Give our Customer Service Team a (call: 1-855-907-2722 or email: [email protected] and get them to process your RMA (Return Merchandise Authorization). Please do not ship any products back until your RMA is approved (you will receive a confirmation email). The RMA number is valid for 30 calendar days from the date of issue.

Step 2: Our Customer Service Team will email you a Return Mailing Label. Each return mailing label is coded for a specific shipment and as such, please only use the shipping label sent to you by our Customer Service Team.

Step 3: Where to place the Return Mailing Label:

1. Use the original outer packaging, or any other plain, unmarked, packaging of your choosing. Do not affix the label on the product box directly.
2. Remove any other existing shipping labels, stickers, or other materials to avoid confusion. Please do not include items from other orders, or other shipments from the same order, in the same box, or you will not receive the correct refund.

• Place a copy of the RMA confirmation email inside the box.

1. Affix the return postage label emailed to you by our Customer Service Team.
2. It is advised to ship via a traceable method such as Canada Post and keep a copy of the tracking number. Please email the tracking number once available to

[email protected]

Step 4:  You can expect a refund in the same form of payment originally used for purchase, within 7 to 14 business days after placing your return in the mail. We will send you an e-mail confirmation to let you know when the refund has been completed.

Returns of Defective Compatible and Remanufactured Toners

If the return is for print quality issues, test pages MUST be included for credit to be issued. Please note that all returned cartridges must be at least 50% full to be accepted. If a returned cartridge is less than 50% full, we will notify you by email. If you want the cartridge back, we can ship it at your expense, as long as it is claimed within 15 days from the date you were notified.

If the return date is within 90 days from the date of purchase, you can return the items for a refund (minus the original shipping charges) or request a replacement. Office Buggy will pay for the return shipping via Pre-paid Canada Post label.

If the return date is after 90 days from the date of purchase, you can return the items for a refund (minus the original shipping charges) or request a replacement. Office Buggy will not pay for the return shipping. You will be responsible for shipping the items back after receiving an RMA.

Replacement options:

You will have to elect one of the following methods for replacing your products:

1. Return the defective product and we will ship your replacement free of charge after receiving and inspecting your returned product.

2. If you need a replacement urgently, you can choose to pay for the replacement product (with free shipping) and we will credit the same amount after inspecting your returned item. This is a security measure in order to make sure that the product is returned.

Please note that the shipping method for the replacement order will be the same as that selected in the original order.

Returns of Non-Defective Compatible and Remanufactured Toners

All non-defective products (items ordered incorrectly, items no longer needed, printer broke, etc.) must be returned in the original packaging in as-new condition, that is, unopened and unused.  PLEASE NOTE: There is a 15% restocking fee that will be deducted from your original purchase.  This is the use of term as a "refund" in this section. 

If the return date is within 90 days from the date of purchase and the items are unopened, you can return them for a refund (minus the original shipping charges). Please note that we do not do exchanges for different products. 

If the return date is after 90 days from the date of purchase, you cannot return the items. 

Office Buggy will not pay for the return shipping cost. All non-defective items must be returned by the customer at their expense once the RMA is approved (you will receive a confirmation email). The RMA number must be written on the outside shipping box, not the actual product packaging.

Returns of Non-Defective OEM/Original Items

If the return date is within 30 days from the date of purchase and the items are unopened, you can return them for a refund (minus the original shipping charges and a 15% restocking fee). Office Buggy will not pay for the return shipping.

If the return date is after 30-days of date of purchase or if the items have been opened, you cannot return the items.

All returns of OEM items are subject to a 15% restocking fee. Our vendors do not allow us to return non-defective items after 30 days and they charge us a 15% restocking fee.

All non-defective items must be returned by the customer at their expense once the RMA is approved. The RMA number must be written on the outside shipping box, not the actual product packaging.

Warranties/Returns of Defective OEM/Original Items

Only unopened OEM (Original Equipment Manufacturer) cartridges may be returned. Name brand products (Brother, Canon, Dell, Epson, HP Lexmark, etc.) are covered by their respective manufacturer's warranties. If you have a defective item, please contact the manufacturer to verify the manufacturers' warranty. We do not accept returns of open OEM cartridges.

Hardware Product Returns

All hardware return requests must be made within 30 days from the date of purchase. Defective products will be tested upon receipt. If the product in question is defective, a replacement will be shipped or a refund will be issued (depending on customer’s preferences and stock availability); if the machine works correctly, it can be returned to you at your expense.

Exchanges

In order to guarantee the availability of an item, traditional exchanges are not supported at this time. If you wish to change the colour, size, etc., of your purchase, please return the original item and place an order for the new item at your earliest convenience.

Wrong Items Shipped

You should always receive the item you ordered in the condition it was listed in at the time of purchase. If you received an item other than what was listed, please contact our Customer Service Team to obtain an RMA and we will be glad to help you. You have 90 days from the date of the purchase to initiate a return authorization request.

Shipping and handling (S&H) charges are non-refundable; however, we will gladly refund your original shipping cost if you are returning an item because of an error on our part or we have determined that the product is defective.

Damaged Items Shipped

If your shipment is delivered damaged, please initiate a return authorization request within 5 business days from receipt of the package. Do not throw away or alter the product or packaging; we will need a picture of the damaged package in the same condition as it was received to properly establish that the damage was due to shipping. We will not accept claims for shipping damage if any of the contents or packaging have been altered or discarded.

Non-Returnable, Final Sale and Refurbished Items

Items marked as final sale will not be refunded. If a final sale item is defective when you receive it, you can arrange a return with us and the product will be sent to the original manufacturer for repair or replacement at the manufacturer’s discretion. If the product is damaged when you receive it, please contact our customer loyalty team within 5 business days.

Lost Orders and Wrong Addresses

In some cases a package can be lost in transit by the carrier. If you do not receive your package, within 7 business days, you must notify Office Buggy and we will file a claim with the shipping company and will either reship the package or reimburse the customer upon claim resolution. You must notify us that your package has not been received within 30 days from the date of purchase.

Please note, our policies are subject to change in the event that we find a way to serve you better.