Faulty Cartridges

Procedure for a Faulty Cartridge

We will always replace a faulty cartridge under warranty.
In most cases, you will not need to return the cartridge, provided we can verify the batch number.

Following the steps below allows us to process your replacement quickly and without delay.

Step 1 – Locate the Batch Number

Each cartridge has a Batch Number, which appears as:

A small white sticker with letters and numbers
Sometimes including a barcode

⚠️ Important:
The batch number is on the cartridge itself — NOT on the box.

If your cartridge does not have a sticker, the batch number may be printed directly on the cartridge body. Please look closely.

Step 2 – Send Us a Photo

Please take a clear photo of the batch number and SMS it to:

? 0400 376 017

Include the following details in your message:

Your full name
Order number
Cartridge type and colour
Cartridge product code (if known)

The more information you provide, the fewer questions we need to ask — and the faster we can organise your replacement.

Step 3 – Keep the Cartridge (Important)

Please do not dispose of the faulty cartridge for at least 7 days after receiving your replacement.

In rare cases, we may need the cartridge returned for inspection.

If you have not heard from us within 7 days of receiving the replacement, you may safely dispose of the faulty cartridge.

Additional Notes

We receive hundreds of SMS messages each month, so clear information helps us assist you faster
The batch number is always on the cartridge, not the packaging
This process allows most replacements to be completed without return postage or delays

Why We Do It This Way

This is standard industry practice and allows us to:

Replace faulty cartridges faster
Reduce unnecessary returns
Keep costs low for all customers