Our return policy allows for returns within 30 days of purchase. Please refer to our website for detailed instructions and requirements.
When placing international orders through the TROY online store, it is important to note that these orders are non-refundable and non-returnable. To initiate a return, a return authorization number (RMA) is always required. You can obtain this number by calling our toll-free number at 800-332-(MICR) 6427, where our team will provide you with authorization and instructions.
To be eligible for credit or refund, the product must be returned in its original packaging and in new condition. Any product returned without the original packaging or showing signs of use or wear will not be eligible for credit or refund. If you decide to return the product within 30 days, you will be refunded the purchased price minus the actual original shipping cost, and a 25% restocking fee may apply.
In the case of damaged products, it is important to report the damage within 72 hours. To report the damage, please call 800-332-(MICR) 6427 and ask for the RMA coordinator. If the product is returned for repair, any physical damage will void the warranty.
When returning a product, please ship it to the following address:
TROY Group Inc
3 Bryan Drive
Wheeling, WV 26003
Attn: YOUR RMA Number
At TROY Group, we offer a 30-day money back guarantee on all products, unless otherwise stated. You can return any product within 30 days from the original invoice date for a refund or exchange. Please note that all returns will be evaluated and tested before credit is approved.
To qualify for a refund or exchange, the product must be returned with the original packaging. A 25% restocking fee will be applied to any non-defective items returned within 30 days. RMA numbers are valid for 30 days from the date of issuance. Shipping charges are non-refundable.
It is important to note that physical damages to any product will void the product's warranty. When returning a product for depot repair, please ensure that you package the printer in its original packaging and cover the shipping costs. If you do not have the original packaging, you can purchase packaging through TROY. Please be aware that TROY is not responsible for damages in transit due to improper packaging.
Before shipping the printer, make sure to remove the TROY MICR toner cartridge as it can easily break during shipment and is not necessary for resolving the issue. Do not ship the toner cartridge, wires, or accessories with the printer.
We highly recommend shipping the printer via UPS Ground, as expedited shipping methods increase the likelihood of damage in transit due to the size and time constraints of the delivering company.
Once the repaired printer is ready, TROY will ship it back to you via UPS Ground at no charge. However, please note that TROY is not responsible for damages in transit due to using a faster delivery method.
When shipping the printer, make sure to include the RMA number and/or TROY RMA form that you received via email, along with the packaging receipts. Failure to include the RMA number on the shipment may cause delays in the repair process.
The standard quoted turnaround time for depot repair is 10 business days. Refer to the TROY Group website for more information.