Refund policy
Last updated: August 17, 2026
At Cartra Tech, your satisfaction is our priority. We understand that sometimes products may not meet your expectations or may encounter unforeseen issues. That's why we've crafted a comprehensive Return and Refund Policy to ensure your peace of mind when shopping with us.
Easy Returns Within 45 Days
Eligible items may be returned within 45 days after delivery in accordance with this policy. Contact Cartra before sending an item back so we can confirm eligibility and provide return instructions.
Compatible Cartridge Recognition
Compatible cartridges use a chip to communicate with the printer. Printer firmware, HP+ or subscription enrollment, and other printer-side changes can affect recognition.
For orders placed on or after August 18, 2026, an eligible HP or Brother compatible toner cartridge that is not recognized on first installation qualifies for your choice of a full refund or no-cost replacement when both the first installation and your report to Cartra occur within 45 days after delivery, after reasonable troubleshooting. Contact us before discarding the cartridge or packaging. The cartridge must be returned using the prepaid label we provide. We issue the refund or ship the replacement after the return receives its first carrier acceptance scan. If a replacement is unavailable, we issue the full refund.
A full refund under this remedy includes the affected product price and applicable tax. Original shipping charges, including expedited shipping, are not refunded.
Firmware-related recognition problems first reported after 45 days are not eligible for a refund, replacement, or chip-recognition warranty coverage. We will still provide troubleshooting, and you may purchase a replacement if needed. Unrelated eligible manufacturing and print-quality defects retain their three-year limited-warranty coverage.
This recognition remedy does not apply to printers currently or previously enrolled in HP+ or Instant Ink, which are not compatible with Cartra toner. Canceling enrollment before installation does not restore eligibility when this limitation was disclosed before purchase.
Orders placed on or before August 17, 2026 retain the terms presented at the time of purchase. See the Cartra Three-Year Limited Warranty for complete warranty terms.
Simple Return Process
Initiating a return is hassle-free. Simply contact our dedicated Customer Support Team via email at info@cartratech.com to kickstart the process. Â
Our team will provide you with a return authorization number and a prepaid return label, making it convenient for you to send the product back to us.
To start a return, email info@cartratech.com with the following information:
1. Order ID - you can find this in your order confirmation email.
2. Product you'd like to return - if you ordered more than 1 item, please tell us which item you'd like to return and how many.
3. Return Reason - if the product is unopened and all seals are still in tact, then your return will be accepted as long as it's within the 45-day return window. If the product is defective, please describe the defect and include some pictures that show the defect as well.
Once your return is accepted, we’ll send you a prepaid return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any questions at info@cartratech.com
Damages and Issues
Please inspect your order upon receiving it, and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.
Non-Returnable Items
Unfortunately, we cannot accept returns on sale items or gift cards.
Quality Assurance and Limited Warranty
We take pride in the quality of our products. Please report shipping damage or an incorrect item promptly so we can evaluate the issue. Eligible manufacturing and print-quality defects are covered by Cartra's Three-Year Limited Warranty.
Swift Refund Processing
Once your return is received and verified by our Cartra Tech finance team, we'll expedite the refund process. You can expect your refund to be processed within 5 business days from the date we receive your return in our shop.
We value your time and aim to make the refund process as seamless as possible.
No Restocking Fees
We don't impose any restocking fees on returned products. Your satisfaction matters most, and we want to make the return process as straightforward as possible for you.
Order Modifications and Cancellations
We understand that circumstances may change, which is why we offer a 24-hour window for order modifications or cancellations. Simply reach out to us, and if your order hasn't entered the fulfillment process, we'll accommodate your request without any hassle.
Dedicated Customer Support
Our dedicated Customer Service Team is here to assist you every step of the way. Whether you have questions about returns, need assistance with an exchange, or want to inquire about your order, we're just an email away.
Business Address:Â 3973 Schaefer Avenue Chino, CA 91710, United States
Business Mail:Â info@cartratech.com
Our customer service hours are from 9:00 AM to 6:00 PM, Monday through Friday.
Order Cut-off Time:Â 2 PM PST
At Cartra Tech, we're committed to providing you with exceptional products and service. Your satisfaction is our top priority, and we're here to ensure your good shopping experience with us.
So, shop with confidence knowing that we've got you covered every step of the way.