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Return Policies

General Handling/Return Policy

Shipping Damage

Upon receipt of the product, please note any signs of freight damage before opening the packaging. Please document any shipping damage, take photos and contact Mitsubishi Chemical America, Inc. – Imaging Materials Division (MCA-IMD) Customer Service Department so we can follow up with the carrier. MCA-IMD requires photos or proof of damage before returns can be authorized. Shipping damage should be noted on the carrier’s Bill of Lading, signed by the driver and a copy sent to MCA-IMD.

Note: If this policy is not followed, MCA-IMD will not be responsible for damage that occurred during shipping.

Out-of-Box Damage

If any MCA-IMD product exhibits out-of-box defects when attempting to use, discontinue use and contact MCA-IMD Technical Service Department. Please provide details such as product type, engine(s) having trouble in, lot / batch number, quantity affected and full description of the problem you are experiencing. Should the Technical Department not be able to resolve the issue, they may ask you to speak with the Quality Assurance Manager to help in the situation or they may refer you directly to the Customer Service Department to issue a Return Authorization (RA).

Note: Do not accumulate products longer than one month after receiving them.

If claims are not submitted within one (1) month, the processing of claims and the implementation of timely vendor corrective and preventative actions will be delayed or not accepted. MCA-IMD may refuse to credit/return toner held for longer than one (1) month.

Note: You must notify MCA-IMD Customer Service of the problem within 30 days of receipt.

Print Issues After Installation

Component failures due to customer, remanufacture, or end user handling damage, such as scratches, dings, contamination from filling, foreign objects, mishandling, etc., cannot be returned or credited. Products that appear to be modified or do not appear in the original purchased condition due to customer modification cannot be returned or credited.

Damage from Improper Handling or Storage

MCA-IMD does not accept returns for damaged products from improper storage or handling. This includes damage from shipping to the customer. Please check all shipments for damage.

Note: Toners can be damaged due to heat and time. The range for these toners is: -20c/-4f and 40c /104f. If the toner is subjected to these temperatures, it will begin to fuse. MCA-IMD does not accept returns or issue credit for toner that is damaged from heat and time.

If the product is damaged upon receipt, please note the damage on the Bill of Lading and report the damage to MCA-IMD Customer Service. If this is not noted on the Bill of Lading, this may cause delays or refusal in the credit or return process.

Packaging Procedures – Return Authorization (RA)

  1. Please verify first that the product you are returning was purchased from Mitsubishi Chemical America, Inc. – Imaging Materials Division (MCA-IMD). MCA-IMD reserves the right to assess a $100.00 processing fee for returned products not purchased from MCA-IMD. Return shipping cost will be billed to the customer for all products not purchased from MCA-IMD.
  2. Please package product returns properly to prevent additional shipping damage. MCA-IMD is not responsible for shipping losses and/or shipping damage of drums being returned to MCA-IMD. We recommend use of a freight company that offers tracking support so that the package can be tracked if lost or stolen during transit.
  3. To help us expedite your return for prompt credit, clearly write your Return Merchandise Authorization number (RMA#) on the package shipping label. Do not write the RMA# directly on the box. Please return only the specified product and quantity that was authorized by the Return Merchandise Authorization number (RMA#) issued.

    Note: Failure to have the RMA# clearly visible on the label will result in the refusal of the shipment.

    Restocking Charge - There will be a restocking charge of 25% of the cost of the order for MCA-IMD merchandise not damaged and returned to MCA-IMD.

    Note Failure to abide by the Packaging Procedures policy may result in refusal of the shipment. Product must be returned to MCA-IMD following the above guidelines within 60 days of the date that the Return Authorization (RA) is issued. If the RA exceeds the 60-day return period, a claim must be re-submitted and is subject to re-evaluation. Product purchased over 6 months does not qualify for Return Authorization.

OPC Returns

Mechanical Damage After Installation

Returns for OPCs (drums) failures due to customer, remanufacture, or end user handling damage, such as nicks, scratches, dings, installation/shutter damage, etc., will not be accepted for returns or credits. Do not attempt to remove gears from drums. Removal of gears from drums or modification of any kind to the original purchased item will not be accepted for returns or credits.

Damage from Lubricants and Coating Treatments

Mitsubishi Chemical America, Inc. – Imaging Materials Division does not credit or accept returns for OPCs (drums) damaged from the use of lubricants or drum coating treatments that chemically attack the OPC.

OPC Packaging Procedures

  1. Please verify first that the drums you are returning were purchased from Mitsubishi Chemical America, Inc. – Imaging Materials Division (MCA-IMD). MCA-IMD reserves the right to assess a $2.00 per drum processing fee for drums returned that were not purchased from MCA-IMD. Return shipping cost will be billed to the returnee for all product not purchased from MCA-IMD.
  2. Please package drum returns properly to prevent shipping damage. All drums must be returned with suitable protective paper wrap, bubble wrap, and shipping box. Use with fill material such as paper, foam or peanuts to provide insulation and fill gaps in between product in the shipping box When wrapping drum returns with test prints, wrap only the non-printed side sheet directly around drum surface, this will help prevent scratches. Do not return drums packaged only in the individual/small pack quantity cardboard boxes, this type of packaging is insufficient and will not prevent shipping damage. MCA-MD is not responsible for shipping losses and/or shipping damage of drums being returned to MCA-IMD. We recommend use of a freight company that offer tracking support so that the packaged can be tracked if lost or stolen during transit.
  3. To help us expedite your return for prompt credit, clearly write your RMA# on the package shipping label, do not write the RMA# on the shipping box. Please include the RA form/packing slip in the shipment. Please return only the specified product and quantity that was authorized for the Return Authorization number (RMA#) issued. NOTE: Failure to have the RMA # clearly visible will result in the refusal of the shipment.

    Restocking Charge – There will be a re-stocking charge of 25% for MCA-IMD OPC’s not damaged and returned to MCA-IMD inventory.

    Note: Failure to abide by the RA policy may result in refusal of the shipment. Product must be returned to MCA-IMD following the above guidelines.

TONER RETURNS

Out-of-Box Damage

If the toner exhibits printing defects, manufacturing issues (hard particles, light prints, toner build up, etc) or damage on apparent packaging or defects showing up at the 1st book printed, do not charge any other cartridges with the suspect toner. Please be ready to supply the type of toner, MCA-IMD lot number, print defect, cartridge build and quantity. Also request where to send the following: Print and toner samples and, if needed, the cartridge or cartridges that exhibit these printing defects. Please contact Mitsubishi Chemical America, Inc. – Imaging Materials Division (MCA-IMD) Customer Service Department for Return Material Authorization (RMA) immediately. Please do not stockpile suspect toner longer than one (1) month. If claims are not submitted within one (1) month, the processing of claims and implementation of timely vendor corrective and preventative actions will be delayed. MCA-IMD may refuse to credit toner held for longer than one (1) month. NOTE: MCA-IMD will not accept toners that are older than six (6) months from date of purchase or due to product accumulation during long periods of time. MCA-IMD also requires that you notify the Customer Service Department of the problem within 30 days of receipt of any suspect toner.

Print Issues After Installation

Toner failures due to customer, remanufacture, or end-user handling damage, such as contamination from filling, foreign objects, other than MCA-IMD toner, etc., cannot be returned or credited. Do not attempt to modify in any way the original purchased material, MCA-IMD will not accept returns or credits for modified product. NOTE: Toners can be damaged due to heat and time. The range for these toners is: -20c/-4f and 40c / 104f. If this toner is subjected to these temperatures, they will begin to fuse. MCA-IMD does not accept returns or issue credit for toner that is damaged from heat and time.

PACKAGING PROCEDURES

Packaging Procedures – Return Authorization (RA)

  1. Please verify first that the product you are returning was purchased from Mitsubishi Chemical America, Inc. – Imaging Materials Division (MCA-IMD). MCA-IMD reserves the right to assess a $100.00 processing fee for returned products not purchased from MCA-IMD. Return shipping cost will be billed to the customer for all products not purchased from MCA-IMD.
  2. Please package product returns properly to prevent additional shipping damage. MCA-IMD is not responsible for shipping losses and/or shipping damage of drums being returned to MCA-IMD. We recommend use of a freight company that offers tracking support so that the package can be tracked if lost or stolen during transit.

To help us expedite your return for prompt credit, clearly write your Return Merchandise Authorization number (RMA#) on the package shipping label. Do not write the RMA# directly on the box. Please return only the specified product and quantity that was authorized by the Return Merchandise Authorization number (RMA#) issued.

Note: Failure to have the RMA# clearly visible on the label will result in the refusal of the shipment.

Restocking Charge - There will be a restocking charge of 25% of the cost of the order for MCA-IMD merchandise not damaged and returned to MCA-IMD.

Note: Failure to abide by the RMA policy may result in refusal of the shipment. Product must be returned to MCA-IMD following the above guidelines.

 
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