Refund policy
At Tonery, we want you to have a positive experience when purchasing from us. We handle returns, refunds, replacements, and other remedies in accordance with applicable Australian Consumer Law (ACL) and the terms set out in this policy.
Nothing in this policy excludes, restricts, or modifies any rights or remedies you may have under the Australian Consumer Law or other applicable laws.
When You May Be Eligible for a Refund or Replacement
Depending on the circumstances, you may be entitled to a refund, replacement, repair, or other appropriate remedy where:
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A product is faulty or does not work as reasonably expected.
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A product does not match its description.
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You received the wrong product or incorrect model.
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A product was damaged before or during delivery.
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We are unable to supply a product you have paid for.
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Another circumstance gives you a remedy under applicable Australian Consumer Law.
The appropriate remedy will depend on the nature of the issue and your rights under applicable law.
Change-of-Mind Returns
Change-of-mind returns are subject to our store return conditions and do not affect any rights you may have under Australian Consumer Law.
Where we accept a change-of-mind return, the product generally needs to be:
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Unused and unopened.
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In its original packaging where reasonably possible.
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In a condition suitable for resale.
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Accompanied by proof of purchase.
For hygiene, safety, compatibility, or product-integrity reasons, certain opened or used consumable products may not be eligible for change-of-mind returns.
Change-of-mind returns may also be subject to return shipping costs unless otherwise stated.
Consumables
For toner and ink cartridges, change-of-mind returns are generally accepted only where the cartridge is unopened, unused, and in resalable condition.
Opened or used cartridges may not be eligible for a change-of-mind return.
This does not affect your rights under Australian Consumer Law where a product is faulty, defective, unsafe, not of acceptable quality, or otherwise does not meet the guarantees required by law.
Special-Order and Non-Stock Products
Special-order, custom-order, or non-stock products may have specific return conditions.
Where a product is faulty or you have another remedy under Australian Consumer Law, your legal rights continue to apply.
If you are considering purchasing a special-order or non-stock product and are unsure about the return conditions, please contact us before placing your order.
Products Damaged Through Misuse
A return, refund, or replacement may not be available where a product has been damaged as a result of misuse, incorrect installation, improper handling, accidental damage, or use contrary to the manufacturer's instructions.
This does not affect any rights you may have under applicable law.
Damaged or Incorrect Orders
If your order arrives damaged or you receive an incorrect product, please contact us as soon as reasonably possible after delivery.
Please provide:
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Your order number.
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A description of the issue.
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Photographs of the product or packaging where relevant.
We will review the issue and provide instructions for the next steps.
Faulty or Defective Products
If you believe a toner cartridge, printer, photocopier, or other product is faulty or defective, please contact us.
Depending on the circumstances, we may ask for additional information or troubleshooting steps to help identify the issue.
Where appropriate, we may arrange a repair, replacement, refund, or another remedy in accordance with Australian Consumer Law and the circumstances of the issue.
Return Process
To request a return, refund, replacement, or other remedy:
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Contact us using the details below and provide your order number.
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Explain the reason for the request.
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Provide photographs or other information where relevant.
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We will advise you whether the product needs to be returned and provide return instructions where applicable.
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If a return is required, please follow the instructions provided by our customer support team.
Please do not send products back without contacting us first, as this may delay the processing of your request.
Return Shipping Costs
Where a product is faulty, incorrect, damaged, or otherwise covered by a consumer guarantee under Australian Consumer Law, we will handle return shipping in accordance with your legal rights and the circumstances of the issue.
For eligible change-of-mind returns, return shipping costs may be the customer's responsibility unless otherwise agreed.
Refunds
Where a refund is approved, it will generally be issued to the original payment method used for the purchase.
The timing of the refund appearing in your account may depend on your payment provider or financial institution.
We will process approved refunds as promptly as reasonably practicable.
Products That Cannot Be Returned for Change of Mind
Certain products may not be eligible for change-of-mind returns, including:
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Opened or used toner and ink cartridges.
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Products that have been damaged through misuse or improper handling.
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Certain special-order or non-stock products.
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Products that are not in resalable condition.
These exclusions do not limit any rights or remedies available under Australian Consumer Law.
Proof of Purchase
We may request reasonable proof of purchase, such as an order number, invoice, receipt, or other transaction information, to help us process a return or refund request.
Contact Us
To request a refund, return, replacement, or assistance with a faulty product, please contact us:
Tonery
Email: sales@tonery.com.au
Phone: 1300 998 373
We are committed to handling returns and customer concerns fairly and in accordance with applicable Australian Consumer Law.
Last Updated: 17 August 2026