Returns & Exchanges

Thank you for choosing True Image premium ink and toner cartridges. To protect your rights and interests, we have formulated the following return and refund policy. This policy applies to all customers who purchase products from our store ( https://trueimagetech.com/ ) and follows the principles of fairness, transparency and convenience.

Product Range

Please note that this return and refund policy only applies to products purchased directly from the official True Image.

  • Printer ink cartridges
  • Printer toner cartridges
  • Printer drum units

We are not responsible for returns or exchanges of products from other sellers. Please read the relevant policies carefully before purchasing and familiarize yourself with their specific scope of application.

30-Day Money Back Guarantee

  • Guarantee Period: 30 days from the purchase date.
  • Returns within 30 days from the purchase date: Eligible for a refund on unopened or defective products.

2-Year Product Warranty

  • Warranty Period: 2 years from the purchase date.
  • Returns within 2 years from the purchase date: Eligible for a refund or free replacement for defective products only.

    You can buy our products with confidence knowing that we offer a 30-day money-back guarantee and a long-term product warranty. Not satisfied with your purchase? Contact us today for a refund or a free replacement.

    How to Contact Us for Returns or Exchanges

    • Call us at: (855) 412-1136, M-F 9am-5pm PST
    • Email us at: cs@trueimagetech.com
    • Live chat: click on the live chat box in the lower right corner of your page
    • Leave a message: leave a message at the end of this page

    Before Return

    90% of the issues you encounter can be fixed. Therefore, we encourage you to contact our customer service team before return. Our printer and toner cartridge experts are always ready to help you. We will do our best to help you solve the problem online, so that you can save the time of return or exchange, and we can also reduce the loss of returned products and shipping costs. It's a win-win solution.
    In addition, for the problems frequently encountered by customers, our engineers will write related troubleshooting blogs based on their professional knowledge. If you are good at solving problems yourself, you may wish to read our blogs for professional solutions.

    Return Merchandise Authorization

    RMA (Return Merchandise Authorization) should be processed before return or exchange, which can be obtained by contacting our customer service team. Without the RMA, returns or replacements can’t be processed. To solve your problems faster, kindly provide the information below for our reference:
    ORDER ID, CARTRIDGE NUMBER, QUANTITY OF DEFECTIVE CARTRIDGES, RETURN REASON & PICTURES (if possible).

    Our Solutions to Ensure Your 100% Satisfaction

    We offer the following solutions to ensure your 100% satisfaction. Therefore, you can be worry-free when purchasing or using our products.

    • Special Discounts

    We use high-quality raw materials, high-standard production processes and strict inspection standards to ensure that our product quality is always leading the industry. However, there are still a small number of products that do not provide the best printing results for various reasons, such as damage during shipping. When receiving an unsatisfactory product, we hope you can give us a chance to address the problem. If you accept our solutions or imperfect products, we will give you a special discount on next order.

    • Replacement

    If the products received are obviously defective and unacceptable, you can contact us for free replacements as soon as possible. In order to ensure that replacements do not have the same problem, we will carry out strict inspections before replacements are shipped. And our customer service team will follow up the performance until you are completely satisfied. Please be patient and wait 2-5 days for the replacement to be delivered to you.

    • Refund

    If you don't need replacements or special discounts for next order, don't worry. We can process a refund for you as long as you made the purchase within 30 days or the products received are defective. In most cases, the products will be required to be returned. After receiving and checking the returned items, the refund will be applied. If the products received are obviously defective, we may only ask you to provide some photos or videos to identify whether the products are from us. Then process a refund accordingly. Please give the refund 3-5 business days to display on your bank statement.

    For Defective Products

    Returns of defective products within 2 years from the purchase date are eligible for a refund or a free replacement.

    Requirements for returning defective cartridges:

    • Products are sold by True Image
    • Returns within 2 years from the purchase date

    Process for returning defective products:

    1. Contact us by phone, live chat, or email to get a RMA (Return Merchandise Authorization).
    2. Provide photos or videos to help us identify whether the defective products are True Image products. To help us determine the cause of defect, we may require you to send back the defective products with the shipping label we provide.
    3. Get your refund or replacement after we confirm the defective products were from us.

    Typically we will issue a refund or a free replacement within 1-3 business days of receiving the returned package. It may take 48 hours for your bank to process the refund after it has been issued on our end.

    Freight for returning defective products:

    We will provide a pre-paid return label and cover the return shipping fee for defective products.

    For Non-Defective Products

    Non-Defective cartridges can be returned for a refund or a free replacement within 30 days of the purchase date. Non-Defective cartridges past 30 days will not qualify for a refund or replacement.

    Requirements for returning non-defective cartridges:

    • Items are in saleable and as-new condition
    • Items are in their original packaging

    What Does Saleable Condition Mean?

    Saleable condition means:

    • Items are unopened
    • Items are sealed and in their original packaging and include the original box
    • There are no visible damages to the box, including any markings, tears, etc.

    We would appreciate it if you could send us some photos to check the condition of products. Note that non-defective products that have been used, opened, or have marks or writing on the box are not eligible for returns or replacements.

    Process for returning the non-defective products:

    1. Contact us by phone, live chat, or email to let us know you want to return your order.
    2. Send back the non-defective and saleable products with the shipping label we provided.
    3. Get your refund or replacement after we receive the returned products.

    Typically we will issue refunds or replacements within 1-3 business days of receiving the returned package. It may take 48 hours for your bank to process the refund after it has been issued on our end.

    Freight for returning non-defective products:

    We are only responsible for the return shipping fee for defective products. Freight for returning non-defective products should be at customer’s expense. And the additional shipping costs for an upgraded shipping option or international shipping are not refundable. We will provide you with a prepaid return shipping label which you can use to send the package to us. The return shipping fee will be deducted from the refund amount.

    Restocking fee for returning non-defective products:

    For non-quality related returns, we charge a 15% restocking fee. This fee helps cover the costs associated with processing the return and restocking the item for resale. The restocking fee will be deducted from the total refund amount.

    For Incorrectly Ordered Products

    To ensure prompt delivery, all orders will be dispatched within few hours. If you find that you ordered wrong products after placing your order, please contact us by phone, email, or live chat as soon as possible.

    • Before Shipping

    If your order hasn't left our warehouse, we can cancel your order for free, and then you can order the correct products according to the guidance of our customer service team.

    • In Transit

    Orders that have left our warehouse can not be canceled. But do not worry. We will contact our logistics company and try to recall the package. If the package recall fails, please reject the package when it arrives. We will help you order the correct items and process a refund once we receive the incorrectly ordered products. (Note: You are responsible for the shipping costs for rejected package)

    • After Delivered

    If you find out that you bought the wrong products after receiving the package, please confirm again whether the products are what you want to buy before opening the box of products. If not, please don't open them and contact us immediately to get a RMA (Return Merchandise Authorization). Then, we will provide you a prepaid return label and help you order the correct items. You can use the return label we provide to return the products to us. We will check the conditions of returned products and process a refund accordingly. (Note: You are responsible for the shipping costs for rejected packages)

    For Lost Package

    If you haven’t received your order or only received parts of your order, please call or email us WITHIN 30 DAYS of the original order date. We will send a free replacement as soon as possible from the warehouse closest to you.

    For Affected Products After Firmware Upgrade

    True Image compatible printer cartridges have the updated chip technology, ensuring they can work properly in your printer. However, without the user's permission, some printer manufacturers may impose the automated firmware upgrade, blocking after-market or third-party cartridges. And these firmware upgrades are typically permanent, forcing you to buy the pricey OEM printer ink and toner cartridges directly from the supplier.

    Attention: We advise switching your printer updates to "manual" control rather than automatic updates if you want to use third-party or after-market cartridges. More details about disabling firmware upgrades can be checked in How To Disable HP Printer Firmware Updates. Doing so can make you update your printer on your terms rather than being forced to do so. 

    Addition: Thanks to the newest chip technology, True Image compatible cartridges have been tested to ensure they are compatible with your printer. Nevertheless, our product warranty will not apply if you permit firmware updates that interfere with the functionality of your cartridge.

    For Products In Plain Packing

    For our products, we offer two types of packaging: branded -with our brand name and plain-without our brand name. The majority of the products are offered with branded packaging. And the plain packaging is for our distributors. But our distributors don't want their consumers to know that the products are from True Image, so we primarily provide them in generic packaging. Generally, we will ship our products in branded packaging as advertising. However, we may ship our products in plain packaging when the branded versions are out of stock. Please rest assured that our branded or plain packaging products are qualified for the same high caliber and come with the same warranty.

    Before placing an order, please confirm with our customer care if you have any serious concerns about the packaging of the products. If you do not specify the type of packaging you want us to use, we will assume that you agree to the products being shipped in plain packaging if the branded products are out of stock.

    For Products Rejected by HP+ Printers

    IMPORTANT: Some HP+ printer models ending in "e" (eg 4001dne, 4001dwe, 4001ne, 4101dwe, 4101fdne, 4101fdwe, M209dwe, M234dwe, M234sdne, M234sdwe, etc.) does NOT accept compatible toner cartridges. Before placing an order, please carefully check the compatible printer list on our product page. If your HP+ printer is not listed, please contact us to confirm compatibility before purchasing. We will NOT process refunds for products rejected by HP+ printers.