Return Policy

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RETURNS, CREDITS & EXCHANGES

Defective products : If one of the products which you ordered is defective, you can obtain an exchange or a credit in your account for the defective item. Please complete the on-line form here.

 

Products damaged in the transport : If one of the products which you ordered was damaged during the transport, you can obtain an exchange for the damaged item. Please complete the on-line form here.

 

Non-defective closed products : Please note that the shipping cost will be deducted from your credit card. The credit in the account which you will receive will be the amount paid for the product to which the compulsory expenses of resupplying between 12 in 35 % will be applied, according to the product, to any non-defective products. Take note that products sold with the application of a code and/or coupon dicount of 20% and more is a final sale, non-exchangeable and non-returnable. An inkjet product must have been ordered within 30 days and for a lser or toner product within 90 days for the return to be approved. Please complete the on-line form here.

 

Reception of the order : The customer has a deadline of 5 working day following the delivery of his order to indicate an error and\or one or several missing articles. In this case, Groupe Generik will correct the inaccuracy as soon as it will be possible.

 

To make a claim, we provide you simple forms to complete and to return. Make sure to read well the instructions and to fill adequately the wanted informations. Please wait to obtain the approval of Groupe Generik and your number of return before returning any products. If a product is returned without authorization and without number of return emitted by Groupe Generik, the product will be returned to the customer, to its expenses and/or destroyed.

 

We remind you that the staff of Groupe Generik is not authorized to make a claim for a customer. The staff of Groupe Generik can however direct and guide the customer to fill his/her request of RMA.

 

Defective products

We always make sure to deliver products of high quality to our customers and Groupe Generik is recognized to offer products with a value for money higher than the average of the industry. In spite of all the precautions which we take to deliver products of superior quality, it can arrive sometimes that a product is defective, it can be due to the transport, the storing, the handling, the temperature or it can be a manufacturing defect. We offer to our customers a guarantee of 180 days following the purchase date of every compatible and remanufactured toners, and a guarantee of 90 days on compatible and remanufactured ink jet cartridges. We won’t be satisfied as long as you will not be.

 

  • Compatible & manufactured toner cartridge : Guarantee of 180 days starting at the purchase date.

  • Compatible & manufactured ink cartridge : Guarantee of 90 days starting at the purchase date.

  • Original brand cartridges (OEM) : Manufacturer's warranty.

  • Paper Shredders : Guarantee of 180 days starting at the purchase date.

  • Printers, P-Touch and any type of printing devices : Manufacturer's warranty.  

  • Office supplies : Variable according to products.

  • Papers : 30 days.

 

Defective products will be replaced or a credit will be applied in the account of the customer and will be applicable on a next order. Groupe Generik reserves the right, in case of rare products, out of stock products and/or ceased products, to apply a credit rather than to replace the product. No refunds are planned in the policies of return of Groupe Generik. In the case of exchange, the customer will have to assume the forwarding charges of the product (so applicable) and Groupe Generik will assume the costs of transport bound to the replacement.

 

To make a claim RMA, please complete the online form for that purpose and register on it all the wanted informations. The staff of Groupe Generik is not authorized to make the claim for a customer. The staff of Groupe Generik can however direct and guide the customer to fill his request of RMA.

 

In certain cases, products can be guaranteed by the manufacturer, in such a case, the list of contacts of the various manufacturers is available on our site to help you in your process.

 

If the returned product is not really defective, if it is about an error of manipulation by the customer, if it is empty, if it is physically damaged, if the problem is not the one indicated on the claim, the product will not be replaced nor credited.

 

Note that unrecognized cartridges due to HP cartridge protection, Brother and Canon reset cases are non-returnable, in which case we refer you to the procedures you will find at our help center.

 

Damaged products during the transport​

It is rare, but it can happen that a product is damaged during the transport. Groupe Generik offers you a protection against any damage caused by the transport.

 

The customer has a deadline of 5 business days further to the date of his order to make a claim for a product damaged by the transport. The product will be replaced by Groupe Generik as soon as possible. If only the packaging was damaged and the product inside is intact, the claim will not be accepted.

 

Closed and non-defective products

The law stipulates that a merchant has no obligation to take back the property which he sold you, to exchange it or to put back to you a credit note, if this property is not defective. However at Groupe Generik we are dedicated to your satisfaction. We thus have a policy of return.

The customer has a deadline of 90 days further to the date of his order to return a laser or toner product and 30 days for an inkjet produt type. A credit will be applied at the expense of the applicable customer to a next order. Costs of handling and delivery in inventory will be deducted, 12 % a 35 % from 0 to 60 days, more than 35 % from 61 to 90 days, according to the type of product. The team of Groupe Generik bewares the right to refuse a return if the product is a special order and/or an exclusive product to the customer and/or non-run and/or not returnable by the manufacturer or the wholesaler. Furthermore, the transport costs for the return of the product are chargeable to the customer. No refunds are planned in the policies of return of Groupe Generik.

The returned product has to be in its state of purchase and in its original packaging, it must not be used in all or in part, be opened, damaged and/or identified (tights, writings). It has to include all the accessories, the intact cards of guarantee, textbooks, instructions and any different article or accessory supplied by the manufacturer. If the purchase includes a free present, inclusive articles or a bonus, they must be returned also so that the purchase qualifies itself for a credit in the account. If the returned product does not meet the conditions of return, it can not be credited.

The customer has to make his request of return by himself by completing the on-line form for that purpose. The staff of Groupe Generik is not authorized to make the claim for a customer. The staff of Groupe Generik can however direct and guide the customer to fill the request of return.

Take note that products sold with the application of a code and/or coupon dicount of 25% and more is a final sale, non-exchangeable and non-returnable

No returns will be accepted after a 90 days period starting at the date of the purchase.

 
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