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 cannot guarantee.

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. The chips are guaranteed for a period six months from when you place your order (this does not apply to firmware updates - see below). For an error that is not firmware related we will replace the chip with another of a different type, within six months of your purcase. You must return the faulty chip before a replacement is issued, so that we can get it tested.

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.

Privacy Policy

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.

Cookies

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

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.

Environmental Policy

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, we will:

Meet all the regulatory and consent requirements relevant to our business.

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 of material.

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.

Returns Policy

If you 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 statutory rights.

For orders paid for by Paypal the Paypal fee is non-refundable. This is because Paypal changed their policy in 2019 to keep all of their fee whenever a payment is 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 by us.

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 Opayo, a leading internet credit card handling firm. You may find out about their policies at https://www.opayo.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 this security.

Communications Policy

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 or letter.

Paul Young - Managing Director

Smith & Young Sales Ltd