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Refund and Exchange Policy


If you are not satisfied with your purchase you may return it for an exchange or refund within ten days of purchase excluding shipping, handling, insurance charges. A 17.9% restocking fee will also be applied. (Restocking fee does not apply to the return of defective items.)

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, the return policy of our distributors or the return policy of the manufacturer.  Returns must be prepaid by the customer. 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 discontinued are not returnable and will not be accepted. 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, including the return shipping address for the product, please request an RMA online by choosing Contact Us from the menu bar. RMAs are valid for 30 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.

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.

All Returns are pre-paid by the customer. A MATTER OF FAX is not responsible for any shipping charges on returning items, and will not accept COD shipments. However, A MATTER OF FAX will pay the freight for the item being sent out in exchange of a defective item approved for return.

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

Unauthorized or Refused Returns:

A Matter of Fax does not recognize unauthorized returns or exchanges. A Matter of Fax reserves the right to refuse packages without a Return Merchandise Authorization number.

A Matter of Fax will charge a 17.9% restocking fee plus shipping charges for refused shipments. Additional charges may apply if all peripherals and accessories are not returned in the original, unopened packaging.

Computer Software:

A Matter of Fax recognizes a 15 day refund/exchange period for unopened products so long as the customer requests an RMA within 5 days of receipt. Please note that a 25% restocking fee and shipping charges will be active at any such occurrence.

All sales of software are final the moment the product is opened. Defective software once opened may not be returned to A Matter of Fax. The purchaser may contact the manufacturer for further assistance. We cannot guarantee compatibility of any software or hardware products.
If you are returning a product for any reason you must call or email our Customer Service Department for a Return Merchandise Authorization (RMA) number.

Toner/Ink Cartridges and Consumables:

Ink Cartridges, toners, and other consumables (i.e. Paper, Pens, Ink or Toner cartridges) are non-refundable and non-returnable items. All sales are final. Purchaser is advised to contact the manufacturer for any assistance needed.

Receiving Damaged Equipment or Short Shipment:

Purchaser must contact our Customer Service Department within 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. An RMA number is needed for any items that would be returned. (Please see paragraph two on how to obtain an RMA number.) 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.

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. Refurbished machines are returnable for repair or exchange only.

Commercial Machines:

As per industry norm, we are unable to accept returns on any Commercial fax or copy machines under any circumstances. This includes dead on arrival. Most manufacturer's warranties cover parts for 90 days. We strongly suggest the purchase of a service contract for all commercial grade machines to ensure proper coverage when the unit requires attention. Please contact our sales department for further information.

Manufacturer's Rebates:

Manufacturer's Rebates are the responsibility of the customer. A Matter of Fax will not be responsible for Manufacturer's Rebates.

International Orders:

This policy applies to all countries outside of the United States and Canada.

A Matter of Fax does not accept returns on International Orders for any reason. In the case of a defective item, repair or exchange must be negotiated directly with the manufacturer.

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 clicking here: Contact Us

Thank you for choosing A Matter of Fax!