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Exceptions | Manufacturer Direct | Return Guidelines | Return Credit | Shipping Error
Back to Customer Service
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All returns must be assigned a Return Authorization (RA) number. Any return shipment without an RA number on the shipping label is subject to refusal and no credit will be due. See the type of return below then contact Customer Service for assistance.
Non-defective Product
We readily take back unopened product ordered in error. For assistance with your return, contact Customer Service within 21 calendars days of your purchase to obtain the RA number.
The product must be unopened, in sellable condition ("as new" and without markings on the original box/packaging).
Returns of this nature are subject to a restock fee (depending on product the restock fee is 15-20%).
(1) Get RA number. (2) Prepare return. (3) Ship package.
Defective Product (see also Exceptions and Manufacturer Direct Returns)
The products sold by Diskette Connection carry a manufacturer warranty. We accept the return of most defective products up to 30 calendar days from original purchase (see Exceptions). Some manufacturers must be contacted directly for credit/replacement of defective product (see Manufacturer Direct Return list).
After 30 calendar days from purchase date, any defective products fall under manufacturer warranty.
(1) Get RA number. (2) Prepare Return. (3) Ship package.
Defective Product Return Exceptions
- Bottled Copier/Toner Supplies - all products are examnied and are in sellable condition before shipping and therefore are not returnable. All sales are final.
- Cartridge-based Copier Supplies - Due to the simple nature of these products most printing errors require a service call. To obtain an RA for this type of product, you will need to provide a letter from the Manufacturer or Authorized Service Tech describing the defect identified during the service call. The letter must accompany the product return.
| Manufacturer Direct Returns | Contact Information |
| Brother |
Drum Unit for DCP, MFC, Fax;
Drum Unit for Laser Printer |
800-284-4329, prompt 2;
800-276-7746, prompt 1 |
| Brother's warranty coverage does not apply to any problem that is caused by the use of unauthorized toner. To protect the consumer's investment and obtain premium performance from the Brother machine, Brother strongly recommends the use of genuine Brother supplies. |
| Exabyte |
Media Supplies |
760-305-5517 |
| Fuji |
Media Supplies |
800-488-FUJI (3854) |
| IBM |
Media Supplies |
877-474-8548 |
| Imation |
Media Supplies |
www.imation.com/support |
| Memorex |
Media Supplies |
877-474-8548 |
| Ricoh |
Imaging Supplies |
800-882-4858, ext 1 |
| Xerox |
Monochrome Laser,
Legacy Printers,
Phaser,
WorkCentre,
Personal Printer,
| 800-835-6100, dial 1,1 |
| Manufacturer returns policies are subject to change without notice. |
Manufacturers have procedures in place to efficiently handle product returns, however we will try to assist you when necessary.
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Return Guidelines
RA numbers are valid for 15 calendars days from the date issued, returns must be received within this time frame. After 15 calendar days the RA is void and product is not eligible for return.
- Obtain RA# - Have the following information available then contact Customer Service to obtain a Return Authorization (RA) number;
• Account Number (located on invoice)
• Invoice Number
• Product Code and Item Description
• Quantity
• Reason for Return
Customer Service
(Monday - Friday, 8:00AM -5:00PM CST)
PHONE: 1-800-654-4058 or 405-709-1308
EMAIL: CustomerService@DisketteConnection.com
Prepare Return - Non-defective
Product to be returned is unopened, without markings on manufacturer packaging. Credit cannot be given on any product return when either the product or manufacturer's boxes have been written or otherwise marked on in any way.
Prepare Return - Defective
Products must be returned in original product packaging. Returns without the UPC code cannot be processed for any type of refund.
Imaging Supplies
A sample printout indicating the problem must be included with the return. Include styrofoam inserts, end caps, etc. when repackaging in manufacturer box.
Data Media
Include a note stating:
(a) the drive manufacturer brand and model;
(b) the error message when attempting to use the media;
(c) CD/DVD Returns Note: The manufacturer sleeve must be included with the return. The sleeve contains the UPC code and product description. As noted above, we cannot process returns for product received without UPC codes.
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Ship Return - After assembling return product in original manufacturer packaging:
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Put in protective shipping carton. (Do not use manufacturer packaging as the shipping carton.)
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Write the RA# on the Attention line of your shipping label and affix to the shipping carton.
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Ship return freight prepaid and by traceable means. If for some reason our records do not show receipt of return, products returned to us without proof of delivery may result in forfeiture of credit/exchange.
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Shipping charges are not refundable on defective and non-defective product returns.
Returned Product Credit
After receipt and inspection of returned goods, upon acceptance a credit is applied back to the credit/debit card of original payment. If original payment was by check, a store credit is issued for use against a future purchase.
• Credits are processed for returned goods less restock fee if applicable.
• Shipping charges are not refundable, including refused shipments.
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Product Damaged in Transit
If you receive a package with obvious visible damage, you should refuse the delivery and notify us by calling 1-800-654-4058.
If the delivery is accepted and the exterior package/carton is damaged, causing damage to the contents, you MUST keep the
original package/carton and then call Customer Service for a claim to be filed within 3 business days of delivery. This is required by the freight company,
credit is not available without the original damaged carton.
Shipping Error
Any shipping error should be reported to Customer Service within 3 business days of receipt of product.
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