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Refund and Exchange Policy


If you are not satisfied with your purchase you may return it for a refund (excluding shipping, handling, insurance charges, and a 25% restocking fee- fifty dollar minimum) or exchange, within ten days of purchase.

All items returned are subject to our inspection and manager's approval. A Matter of FAX reserves the right to reject any return based on its condition or non compliance with our return policy. Merchandise must be returned in the original factory box or packaging, with all original factory packaging materials, inserts, manuals, disks and blank warranty cards. Items that have been altered, scratched, modified, damaged or tampered with will not be accepted. This applies both to the product and its packaging. Please do not tape or write on the item or its packaging and do not use the manufacturer's box as a shipping carton.

Return Merchandise Authorization:

All product returns must have a Returned Merchandise Authorization issued by A Matter of Fax.

To request an RMA and shipping instructions please contact our friendly customer service representatives within 5 days of receipt OR you can request an RMA online by choosing Contact Us from the menu bar. RMAs are valid for 15 days from the date of issuance. Again, all returns will be processed and fully inspected after they arrive in our warehouse. All products must be returned in original condition including packaging, documentation, warranty cards, manuals, and accessories. Returns that do not include all peripherals may be returned to the customer or charged on a per item basis.

Computer Software:

15 day refund/exchange period for unopened products. Defective software once opened may be returned or exchange only of the same product and version. we cannot guarantee compatibility of any software or hardware products.
If you are returning a product for any reason you must call or write our Customer Service Department for a Return Authorization (RA) number.

When calling or writing please provide the following information:
1. Invoice/Packing slip number
2. Description of product and detailed explanation of problem
PLEASE NOTE: A Return Authorization number does not imply that credit or exchange will be issued. It is only and authorization to return a product to us for evaluation. We reserve the right to reject any return based on its condition or non-compliance with our return policy.

Returns should be shipped by UPS or Parcel Post Prepaid, fully insured to:

A Matter of Fax
105 Harrison Avenue
Harrison, NJ 07029


Please include a copy of your Invoice/Packing slip together with a complete letter of explanation.

Receiving Damaged Equipment or Short Shipment:

Purchaser must contact our Customer Service Department withing five (5) days of receiving the equipment. Please examine the packaging carefully. If damage is noticeable on exterior, or the packaging appears to be tampered with, notify both us and the carrier immediately. Do not dispose of the shipping box or any other packaging. Please include a clear letter of explanation detailing the damage or shortage.

Services and Repairs Under the Limited Warranty:

After our return policy has expired your rights are governed by the Limited Warranty accompanying the product. During the warranty period, please follow these procedures.

If the product bears a Manufacturer's or Distributor's limited warranty and the equipment needs service, please send the equipment directly to any authorized center listed on the warranty card. If you choose to bring or send it to A Matter of Fax rather than the Manufacturer's or Distributor's authorized service center, A Matter of Fax will ship it to the warrantor at a $15.00 minimum shipping and handling charge. The original Invoice and Limited Warranty card must accompany all items returned for repair.

If you wish to have a repair center return the item to you via A Matter of Fax there will be an additional $15.00 minimum charge. An additional $5.00 charge will be added to C.O.D shipments.

If you have a problem with a defective fax/copier machine please contact our customer service department.

Toner/Ink Cartridges and Consumables:

Ink Cartridges, toners, and other consumables are non-refundable and non-returnable items. All sales are final. Purchaser is advised to contact the manufacturer for any assistance needed.

Exchanges:

All exchanges will be processed as new orders. Please note that your card will be charged for that new order, shipping will not be charged on this new order, provided that the customer is responsible for returning the original item to us. All returned items will be credited upon receipt of the item to A Matter of Fax.

Contacting Customer Service:

For any questions or status regarding an order you have placed, please contact our Customer Service Department at: (973)-482-3700 Monday-Thursday 11:00 a.m. - 5:00 p.m., Friday 11:00 a.m. - 2:00 p.m. E.S.T.

You can also contact Customer Service by e-mail at: Customer Service

Letters should be mailed to the following address:

A Matter of Fax
105 Harrison Avenue
Harrison, NJ 07029


Or fax us with your questions at (973)-485-8900.

Thank you for choosing A Matter of Fax!