The New A Matter of Fax's Refund and Exchange Policy


If you are not satisfied with your purchase you may return most items for an exchange or refund within thirty 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.

The New 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.

Commercial Grade Equipment are not returnable under any circumstances once shipped. Any and all issues are covered and will be serviced under warranty. This includes all products shipped by LTL long haul freight truck services. Commercial grade products are defined as models not sold by Staples or Office Depot. 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 The New 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. RA must be requested within 14 days for returns. 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. The New A Matter of Fax is not responsible for any shipping charges on returning items, and will not accept COD shipments. However, The New 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.

To ensure you are completely covered please be sure to inspect your item "for any damages" upon arrival. Due to vendor and carrier limits we are unable to entertain an Return Authorization past seven days.

All Return Authorization are issued conditionally. Returns are inspected on return. If the unit is found to be working order our supplier/distributor charges us a restocking fee and shipping charges. All fees levied for non-authorized returns will be passed on and be the consumers responsibility.

Unauthorized or Refused Returns

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

The New 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.   


Cancellation requests will be accepted only if submitted in a timely manner and before the item/items are shipped.

By accepting our Terms and Conditions you are accepting to be charged with a restocking fee and shipping fee if you cancel your order when the merchandise has already shipped out.

Non-defective returns are eligible for credit, less shipping and  restock costs.

Computer Software

The New 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 The New 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.


As most of the items we sell are compatible with the most popular drivers in the market place, we cannot be responsible for any compatibility issues. Please confirm compatibility prior to purchase with the manufacturer's to ensure smooth sailing. Compatibility issues are not eligible for return. 

Toner/Ink Cartridges and Consumables

Ink Cartridges, toners, drums 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. Does not apply to select Premiere A compatible cartridges.

Thank you for choosing The New A Matter of Fax!

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 The New A Matter of Fax rather than the Manufacturer's or Distributor's authorized service center, The New 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 The New 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.

The New A Matter of Fax will assist in the manufacturer's warranty claim past 30 day return period

Drop Shipped Item

Many item ship from our affiliate facilities. The stock level is not under our control and is subject to change. We will contact you in the event of a problem. If this item is ordered together with other products, the items may be shipped and arrive separately.


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 The New 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 or damaged in shipping machines. Often damages can be diagnosed and addressed remotely. In other cases we may arrange for a technician to have a look. You agree to respond to our communiques and allow access to the machine needing attention for remediation. 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.

Buyer's responsibility

In the event that Buyer fails to make any payments when due or return unpaid for merchandise or allow for removal, Seller shall be entitled to collect all sums due, including interest and reasonable attorneys' fees, incurred by Seller in collecting such sums to enforce compliance. This provision makes it clear that Buyer is responsible for paying all legal fees incurred by Seller in event of a default or if the merchandise is not returned in working order with all packaging as shipped or allow for retrieval of same. In the event seller is required to retrieve unpaid for merchandise it will be the buyers responsibility to cover the freight and packaging and packaging and any services to make the return possible. It also makes it clear that this provision does not limit Seller's other rights and remedies under the Agreement or law.

Manufacturer's Rebates

Manufacturer's Rebates are the responsibility of the customer. The New 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.

The New 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

or any questions or status regarding an order you have placed, please contact our Customer Service Department at: Telephone: 862.214.2141 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

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