Refund and Returns Policy

Last updated 26 October 2026. This page is a summary of sections 21 and 22 of the Warranty & Purchase Agreement, which is the binding document. Where the two differ, the agreement governs.

Two different things

People use "return" for two situations that have different rules here. Find yours.

Your situation	What you get	Window	Fee
The machine will not perform to the manufacturer's published specification	Free exchange for an equivalent machine	6 months from invoice date	None
The machine works, but you have changed your mind	Refund	30 days from delivery	20% restocking
Something arrived defective or damaged	Repaired or replaced at no cost	Report at delivery	None

Before either route: call us. 888-866-2679. Shipping is the hardest thing that happens to a copier, and most faults in the first days are post-transport adjustments that we settle over the phone the same day. A machine that gets adjusted on day three runs for years.

Exchange — 6 months, no fee

For 6 months from the invoice date, where a machine will not perform to the manufacturer's published specification for the main unit, we exchange it. You can also exchange accessories bought from us, with our written approval.

Conditions:

You need to allow us a reasonable opportunity to repair the machine first. That is not a delaying tactic — see the note above.
An approved RMA number is required before anything ships.
Freight both ways, including insurance, is yours. Where we arrange it we use our corporate rates with an air-ride, padded carrier, or a carrier of your choosing on the same standard.
Applies to full-size office machines. Production presses and desktop units are not covered by the 6-month exchange.
Does not apply to toner or supplies.

There is no restocking fee on an exchange.

Return for refund — 30 days, 20%

Where the machine performs as specified and you simply want to send it back, request a return within 30 days of delivery by email to sales@copier1.com.

A 20% restocking fee applies to an approved return.
Freight both ways, including insurance, is yours and is not reimbursed.
Service, installation and networking already performed are deducted from the refund.
The machine must come back in the condition it arrived, with all accessories, in its original packaging where possible.
Meter usage beyond reasonable evaluation may be deducted.
An approved RMA number is required.

Where an order is cancelled or delivery refused after the order has been placed, you remain liable for freight, the restocking fee and any service or installation already incurred. See the Cancellation Policy.

RMA — how to start either one

No return or exchange is accepted without an approved RMA number. Getting one is not difficult; we issue them.

Email sales@copier1.com or call 888-866-2679 with the model, the serial number, the invoice number, and what the machine is doing.
We will try to resolve it — remotely, by phone, or with a part. Most cases end here.
If it cannot be resolved, we issue an RMA number and arrange collection.
Write the RMA number on the outside of the shipment. A machine arriving without one cannot be matched to an account.

What cannot be returned

Toner and supplies. Unopened, unused toner in its original sealed packaging can be returned within 30 days of delivery with an RMA; opened toner cannot.
Parts. Supplied against a specific machine and serial number.
Downloadable software.
New equipment. Not returnable for refund. You can trade it at full depreciated value against a certified pre-owned machine, excluding freight and installation.
Export sales and any machine your invoice marks As-Is. See section 24 of the agreement.

Defective or damaged on arrival

Inspect the shipment before the driver leaves and note any damage or shortage on the delivery paperwork. Keep the packaging.

A machine that arrives not working is ours to put right, at no cost to you — remotely, with parts, or with a technician, whichever the fault needs. That is not a return; it is the 30-day parts-and-labor warranty doing its job. Call the Help Desk first.

Shipping claims are filed by you as the consignee and we will help you file them. In most cases we supply the damaged parts at no cost before the claim settles, so the machine is working while the paperwork runs.

Refund timing

We will tell you when the return has arrived and been inspected, and whether the refund is approved. Approved refunds go back to the original payment method within 10 business days. Your bank or card issuer then takes its own time to post it.

If more than 15 business days have passed since we approved your refund and it has not appeared, email sales@copier1.com and we will chase it.

Questions

Call 888-866-2679 or email sales@copier1.com. Monday to Friday, 9am–5pm Eastern. A person answers.