Hassle-free returns within 30 days
Not the right fit? We make it easy to return or exchange your purchase. Unopened products qualify for a full refund within 30 days — no complicated hoops to jump through.
30 days
Return window
Original payment
Refund method
Always covered
Defective items
5–10 business days
Refund timeline
Eligible for return
- Brand-new, unopened products in original manufacturer packaging
- Items returned within 30 days of the delivery date
- Products accompanied by the original receipt or order confirmation
- Items with all original accessories, cables, documentation, and warranty cards included
Not eligible for return
- Opened or used products (unless defective or shipped in error)
- Items returned more than 30 days after delivery
- Products showing signs of physical damage caused after delivery
- Consumables such as ink cartridges, toner, and paper that have been opened or used
- Items missing original packaging, accessories, or documentation
- Products marked as final sale or non-returnable at the time of purchase
How to start a return
Contact us
Email contact@potterprint.com with your order number, the item(s) you wish to return, and the reason. We'll respond within 1 business day.
Receive return authorisation
Once approved, we'll send you a Return Merchandise Authorisation (RMA) number and return instructions. Do not ship without an RMA.
Pack and ship
Repack the item securely in its original packaging. Write your RMA number clearly on the outside of the box. Ship to the address we provide.
Inspection
When we receive your return, our team inspects the item within 2 business days to confirm it meets our return conditions.
Refund issued
Approved refunds are processed within 5–10 business days to your original payment method. You'll receive an email confirmation when it's done.
Start your return by email
Email contact@potterprint.com with your order number and return reason. We respond within 1 business day.
Return shipping costs
Our error or defective product: We cover 100% of return shipping costs and send a prepaid label.
Change of mind: Return shipping is the customer's responsibility. We recommend a trackable shipping service with insurance for your protection.
Refunds are issued for the product price only. Original outbound shipping fees are not refunded for change-of-mind returns.
Defective or damaged products
If your printer arrives defective or was damaged in transit, we'll make it right immediately — no need to wait for a standard return window.
- Contact us within 48 hours of delivery
- Attach photos of the damage or defect
- Choose a free replacement or full refund
- We handle all carrier claims on your behalf
About manufacturer warranties
Every printer we sell is brand-new and covered by the manufacturer's warranty — typically 1 year for home printers and up to 3 years for business models. After our 30-day return window closes, warranty service is handled directly by the manufacturer. We're happy to help you locate the right manufacturer support channel for your model. Contact us at contact@potterprint.com.
Returns FAQs
How long do I have to return a product?
You have 30 days from the delivery date to initiate a return. Products must be in their original, unopened condition to qualify.
Who pays for return shipping?
If the return is due to our error (wrong item, damaged in transit, or defective product), we cover return shipping costs. For change-of-mind returns, the customer is responsible for return shipping.
How long does a refund take?
Once we receive and inspect your return, refunds are issued within 5–10 business days. The time it takes to appear on your statement depends on your bank or card issuer — typically 3–5 additional business days.
Can I exchange a product instead of returning it?
Yes. If you'd like a different model, we recommend returning the original item for a refund and placing a new order. This is typically the fastest way to get the right product. Contact us if you need help.
What if my product arrived defective?
Contact us within 48 hours of delivery with photos of the defect. We'll arrange a free replacement or full refund — whichever you prefer — at no cost to you.
My product was damaged during shipping. What do I do?
Photograph the damaged packaging and product before opening further, and email us within 48 hours. We'll file a claim with the carrier and send you a replacement or refund.
Can I return ink cartridges or toner?
Unopened consumables in their original sealed packaging can be returned within 30 days. Once opened, consumables are not eligible for return.
I opened the box but haven't used the printer. Can I still return it?
Unfortunately, once a printer box has been opened, it no longer qualifies for our standard return policy unless the product is defective. Contact us and we'll review your situation on a case-by-case basis.
Do I need the original box to return a product?
Yes — the original manufacturer packaging is required for all returns to protect the product during transit and ensure it can be verified as brand-new upon receipt.
What happens if my return is rejected?
If an item fails inspection (e.g., opened, used, or missing accessories), we'll contact you and return the item to you at your expense. We'll always explain our decision clearly.
Need to start a return?
Email us with your order number and we'll take care of the rest. Our support team responds within 1 business day.