Warranty and Policies
Toner Products Warranty
Our refill toners are all made to the highest
standards by reputable manufacturers. We guarantee that, when
used in the appropriate manner in the machines for which they
are intended, they will not damage your machine.
If you are not satisfied with the quality
of any of our products, please let us know within three months
of purchase and we will replace it free of charge or refund the
purchase price of any product returned to us unopened. This does
not apply to the colour performance of colour products which we
Chip Products Warranty
The printer manufacturers use complex encryption technologies
and automatic firmware updates in an attempt to block development
of aftermarket chip solutions, and gain a monopoly on the supplies
market. Because of their complexity, occasionally the chips we
supply can be rejected by the printer with an error message. There
are two main types of problem:
1. Faulty Chip
If the chip is faulty, this can be a one-off defective chip or
a batch problem. We will replace the chip with another of a different
type. The chips are guaranteed for a period six months from when
you place your order (this does not apply to firmware updates
- see below).
2. Firmware Update
For printer models affected by firmware updates, we guarantee
the chip you receive to be compatible with your firmware version
on the date of your purchase. If the chip is rejected when you
first receive it, we will replace the chip with an updated version.
If your firmware is updated after receiving the chip, it may be
rejected. We do not offer a replacement chip or refund for firmware
updates that occur after your purchase. We encourage
you to disable firmware updates where possible.
In all cases if we do not have the updated chip in stock, there
can be a delay of up to three months to source it. You may not
be able to use your refilled cartridge during this period. We
are not liable for any consequential losses arising from the delay.
We suggest you always keep a spare cartridge when using toner
refills, in case something goes wrong. You must return the faulty
chip before a replacement is issued, so that we can get it tested.
If we are unable to supply a working chip, we will refund the
cost of the chip in full. We are not liable for any consequential
losses arising from not supplying a working chip. If
you have refilled the cartridge with our toner, we will not refund
for the toner. The toner is a separate product. You assume the
risk of working chips being unavailable from us when deciding
to refill your cartridge. You may source a working chip from another
vendor, or take one from an OEM cartridge.
We may collect information from you on our
web sites. However, it is our policy to use this information only
internally within our company. In other words, we are not going
to pass your information to third parties. In addition we only
use this information to contact you when we believe it is in your
own best interests, such as if we encounter a delay or problem
with your order, or for a product recall. If we provide you with
occasional information about changes to our business or product
range that we think will be of interest to you, then we will provide
you with an easy way to remove yourself from any future such mailings.
The only information we may store on the website
is that which you would enter yourself into a form or to complete
an order and the details of the source or affiliate that has referred
you to our website. If you provide your phone number, this will
be used for the sole purpose of contacting you if there is a problem
with your order or payment. All other communication, such as reponses
to enquiries and order confirmations will be by email.
If you would like to see what personal data we store for you,
update or delete your personal data, please contact us by phone,
email or our website form.
Our website uses Google Analytics to monitor anomynous
site traffic statistics. With your consent, this causes Google
to store their analytics cookies on your computer. The way that
Google uses your personal data is described in the Google
Privacy and Terms site. Our website does not run any third
party scripts except Google Analytics, or share your data with
any companies other than Google.
The only information we store in a cookie on your computer is
how you have been referred to our website. This is with the sole
purpose of tracking referrals within our affiliate marketing program.
Its only used if you have been referred by an affiliate link.
The cookies will automatically expire after 12 months and cannot
be read by any others. Our shopping cart system will work equally
as well if you have turned off the storage of cookies.
Product Safety and Liability
Please read the sections on "Is
refilling safe?" and "Are
there any hazards involved with the handling of toner?"
on our Frequently
Asked Questions pages.
All information offered is believed to be
true and is offered for consideration in good faith. However Smith
& Young Sales Ltd, which trades as TonerTopUp, gives no warranties,
neither explicit nor implicit as to the completeness or accuracy
of any information offered nor the ultimate safety of refilling
toner cartridges in any manner described or suggested nor the
ultimate safety or hazardousness of products supplied by Smith
& Young Sales Ltd. The onus is on the purchaser to evaluate
all possible risk, including the possible incompleteness or inaccuracy
of currently available information, and by proceeding to use the
refill toner or products, the purchaser thereby assumes all risk
of peril or injury howsoever arising.
If you decide not to use the product, just
return it unopened and in saleable condition and we’ll cheerfully
refund your money.
We make the following commitment to reduce
the effect of our own activities and those of others on the environment.
"In all our activities we will continuously
strive to reduce the impact that we and others make on the environment"
In order to work towards this commitment,
Meet all the regulatory and consent requirements relevant to our
Use raw materials carefully, considering local purchasing and
the use of recycled and bio-degradable materials where appropriate.
Reduce our energy consumption through measures such as increased
energy efficiency particularly in heating fuel and electricity
usage and vehicle fuel efficiency.
Create less waste through waste reduction by reuse and recycling
Manage our premises in an environmentally sensitive manner.
By promoting the environmentally sound use of resources through
our website, literature and advocacy both in relation to toner
cartridge use and in other associated areas.
Join in partnership with others in promoting care for the environment.
Ensure that our staff frequently review these issues in the day
to day running of our business.
wish to return a product for a credit within three months of purchase,
please contact us first to discuss the matter. We generally will
refund for unopened bottles and chips in saleable condition that
you may choose to return, making a deduction of an allowance for
the post and packing that would have been payable on the retained
balance of the order if appropriate. We may extend this period
on request. Credits will only be made to the same card that was
used for the purchase. You will be responsible for safe return
of the items to our address, and for associated postage/courier
costs. A standard order cancellation form is available upon request.
This returns policy does not extend to specially purchased products
or to our trade customers. This policy is in addition to your
For orders paid for by Paypal the Paypal fee is non-refundable.
This is because Paypal changed their policy in 2019 to greedily
keep all of their fee whenever a payment refunded. The fee is
non recoverable. This applies to returns and also if you cancel
your order before dispatch..
If a firmware update has been released since your purchase that
affects the chips, we will not accept returned chips.
Data Security Policy
It is our policy to treat your private data
with the same degree of security with which we treat our own private
data. All employees are required to sign non-disclosure agreements.
If you provide us with your credit or debit
card number in writing, verbally or by fax then it is retained
only long enough to process the transaction. It is not stored
We never see any credit card number that you
enter into the payment page of our web site. This payment page
is on the secure server of Sage Pay, a leading internet credit
card handling firm. You may find out about their policies at https://www.sagepay.co.uk/.
We prefer not to be responsible for storing this sensitive data.
As a result of this policy on credit card
data, we have to ask you for the data on each occasion that you
make a purchase. We trust that this is a small price to pay for
Our preferred method of doing business is
through our web site and by email. These are efficient modern
means of communicating and generally save both you and us time.
We have tried to provide as much information as we can on this
web site. Please have a look to see whether your questions are
answered on our "frequently
asked questions" or other pages if possible before
emailing or phoning us.
Ask a question!
If you have any questions about our policies
or products, then please contact me directly by phone, email
Paul Young - Managing Director
Smith & Young Sales Ltd