Returns and Defective Equipment
Uptown Business Machines sells equipment we expect to keep working. When something arrives damaged, fails early, or turns out to be the wrong machine for the job, we would rather sort it out than have you live with it. This page sets out exactly how we handle that, so there are no surprises on either side.
If you would prefer to just talk it through, call us at 778-291-2849 or email sales@ubmi.ca and we will take it from there.
If your equipment arrives damaged
Check the box before you sign for it. If the carton is visibly damaged, refuse the delivery and call us the same day.
If you accept the delivery and then find damage, contact us within five business days of delivery. Keep the original box and packing material, and take photographs of all six sides of the carton before you unpack anything further. Our distributors require that evidence, and without it a freight claim cannot be filed.
We arrange the replacement and we cover the freight. There is no cost to you and no restocking fee on a damaged shipment.
If your equipment does not work
Contact us within 30 days of delivery and we will treat the unit as failed on arrival. We arrange the replacement or the repair, we cover the freight both ways, and there is no restocking fee.
After 30 days, the equipment is covered by the manufacturer’s warranty for that model, and we handle the warranty claim on your behalf as your dealer. You do not have to chase the manufacturer yourself.
Warranty terms differ by brand and by model, and they differ more than most people expect. A desktop printer and a floor standing copier from the same manufacturer can carry very different coverage. The warranty term, the service type, and the start date for your specific machine are stated on that machine’s product page and in the documents that ship with it. If you would like the terms confirmed before you buy, ask us and we will send them to you in writing.
Toner, ink and drums are not covered under any manufacturer’s equipment warranty. They are consumable by design. If a supply item arrives defective or damaged, that is a different matter and we will replace it.
If you change your mind
We accept returns on unopened equipment and supplies within 30 days of delivery.
To qualify, the item must be unopened, unused, in its original manufacturer packaging, complete with all accessories and documentation, and in resalable condition. Please do not write on, tape or apply labels to the manufacturer’s box. Contact us first for a return authorization, because we cannot process a return that arrives without one.
A restocking fee of up to 15 percent of the purchase price applies, and return shipping is your responsibility. This applies to equipment and to supplies alike.
We are not able to accept change of mind returns on equipment that has been opened, set up or used. Once a machine has been unboxed it can no longer be sold as new, and neither we nor the manufacturer can recover it. If you have opened a machine and it is not right for you, call us anyway. There is often something we can do, and we would rather hear about it than not.
We are also not able to accept returns on special order items, on equipment configured to your specification, or on products the manufacturer has discontinued. Some items in our catalogue are ordered in specifically for you rather than held in stock, and those are not returnable. Where that applies, it is marked on the product page, and we will tell you before you order rather than after.
How to start a return
- Contact us at 778-291-2849 or sales@ubmi.ca with your invoice number and a short description of the problem.
- We issue a return authorization number and the return address, usually the same business day and always within five business days. Please wait for both. The correct return address depends on the item and is not always our office.
- Pack the item in its original packaging, write the authorization number on the outside of the shipping carton, and send it to the address we provide.
Returns received without an authorization number cannot be processed and will be sent back.
When you get your money back
Once we receive the returned item and confirm its condition, we issue your refund within 15 days, to the original method of payment.
Refunds are for the purchase price of the item, less the restocking fee where one applies. Original shipping charges are refunded when the return is because the item was damaged, defective or sent in error. They are not refunded on a change of mind return.
Exchanges
We are glad to exchange an item for a different model within the same 30 day window, on the same conditions set out above. Where the exchange is because a machine failed or was sent in error, there is no restocking fee and we cover the freight. Where it is a change of mind, the restocking fee and return shipping apply as they would on a return.
If the exchange is because the machine is not the right size for the work you are doing, please call us before you order the replacement. Matching the machine to the volume is the part we are good at, and we would rather get it right the second time than have you buy twice.
If your order does not arrive
If we have not delivered your order within 30 days of the delivery date we gave you, or within 30 days of your order date if we did not give you a date, you may cancel and we will refund you in full with no deduction. Where you cancel on that basis we send you return instructions within 15 days, we cover the cost of returning anything that did arrive, and we refund you within 15 days.
Nothing in this policy limits any right you may have under the consumer protection legislation of your province. Where that legislation gives you a greater right than this policy does, that right applies.
Questions
If anything here is unclear, or if your situation does not fit neatly into one of these categories, please call. We would rather have the conversation than have you guess.
Uptown Business Machines
778-291-2849
sales@ubmi.ca
Serving White Rock, Surrey, Langley and Greater Vancouver