- DELIVERY NON-CONFORMITY WITH THE INVOICE
Complaints regarding non-compliance of deliveries with the invoice or order should be reported to your sales representative
You can return goods included in our regular offer, provided that they have not been opened and used. Report your willingness to return the goods as soon as possible via the complaint form ], no later than 10 days after the date of purchase. After receiving the RMA number, send back the carefully packed goods at your expense (the product cannot be taped). We process returns within one day. Goods imported on special order are not returnable.
- DAMAGED SHIPMENT
Upon receipt of the package, check that it is not damaged. In the case of a complaint, be sure to complete the complaint protocol with the courier and report this fact to us as soon as possible via the complaint form
- PRODUCT COMPLAINT
If the product you bought from us is defective, you can file a complaint about it. For compatible goods and original/OEM goods purchased until December 31, 2022, a product quality complaint can be made within 3 months from the date of purchase.
For compatible goods purchased after January 1, 2023, a product quality complaint can be made within 12 months from the date of purchase.
A product quality complaint should be submitted within 7 days of detecting the defect, which should be documented with a service printout from the machine in which the defect occurred.
Mechanical damage and clumping of the toner are not subject to complaint, unless a complaint is submitted immediately after receipt of the goods.
The product is not subject to return or complaint if it has been mechanically damaged.
A complaint about toner being spilled inside the package should be reported immediately. The deadline is the day of releasing the goods to the next customer.
Goods used in more than 70% are not subject to complaint - it is required to provide a printed menu page confirming the number of pages made or to provide a screenshot showing this data (print screen).
A consumable purchased before the date when the device's construction was modified or the software was changed by the device manufacturer is not subject to complaint for this reason - it applies to toner and drum chips and materials containing a chip.
Complaints are processed within 1 month, if it is necessary to obtain an expert opinion, this period may be extended. If the complaint is accepted, a correcting invoice is issued for the claimed product.
Log in to our online store and go to the COMPLAINTS AND RETURNS tab. Function will be available starting from 8.03.2023.
If you do not have access to the store yet, please contact your sales representative, creating an account will only take a few moments.
Pack the claimed goods carefully and send them to us at your own expense (Complaint Department, Biuromax Sp. z o.o., Solec 156a, 05-532 Baniocha, Poland). Be sure to put the assigned RMA number on the package, and attach the test copies (please use the templates) and the counter reading, if the product was installed in the device. Service reports are required for the following brands:
- Sharp = SIM22-06
- Ricoh, NRG = SMC Report (Logging Data + SP Mode Data) in CSV+PDF format
- Konica Minolta = Machine Management List
- Kyocera Mita = Status Page + Maintenance + Service Status + Event + User Status
- Canon = P-PRINT