Return & Refund Policy

If your order arrives damaged, cracked, leaking or otherwise defective, contact us within 30 days of the purchase date.

Before returning anything, contact our customer service team at XXX-XXX-XXXX or email support@edibleinkstore.com to obtain a Return Merchandise Authorization (RMA), if one is required. We may ask for photographs or video of the product and its packaging so we can assess the issue.

Depending on the situation, we may provide troubleshooting assistance, send a replacement at no additional product or shipping cost, or offer another appropriate resolution.

Because these products are consumable and subject to food-safety considerations, edible products generally cannot be returned or resold once shipped, opened or used. This includes:

• Edible ink and edible ink cartridges
• Edible frosting sheets and wafer sheets
• Chocolate transfer sheets
• Edible decorations
• Other products intended to be consumed or applied directly to food

If an edible product arrives damaged, defective, leaking or otherwise unusable, contact us within 30 days so we can evaluate it and, where appropriate, provide a replacement or other resolution.

Opened or used edible products

We cannot accept returns of opened or used edible ink, cartridges, sheets or other consumable products unless the product is determined to be defective. Change-of-mind returns are not accepted for opened or used edible products.

For eligible non-edible products, returns may be accepted when the item is unopened, unused, in its original packaging, in resalable condition, and returned within the applicable return period.

If you ordered the wrong product

Exchange: request an exchange within 30 days of purchase. The product must be unopened and unused. Return shipping is the customer's responsibility, and shipping charges may apply to the replacement shipment.

Refund: if you'd rather have a refund, the eligible unopened product must be returned within 30 days. A 15% restocking fee applies, original shipping charges are non-refundable, and any free shipping cost provided on the original order may be deducted from the refund.

Eligible unopened and unused non-edible products may be returned for store credit within 30 days of purchase.

• Original shipping charges are non-refundable
• Return shipping is the customer's responsibility unless the return is due to an error on our part
• Store credit does not expire and may be used toward a future purchase
• Shipping charges on the replacement or new order are charged when the store credit is used

If we shipped an incorrect product because of an error on our part, contact us within 30 days of the purchase date. For eligible unopened products we will provide return instructions, cover the return shipping cost, and ship the correct product at no additional shipping cost.

Please contact us before returning an incorrect item so we can give you the right instructions.

Eligible non-edible products may be returned provided they are unopened, unused and in original resalable condition.

Refund

• Requested within 30 days of the shipping date
• 15% restocking fee applies
• Original shipping charges are non-refundable
• If the original order qualified for free shipping, the actual shipping cost we incurred may be deducted from the refund

Store credit

• Requested within 30 days of the shipping date
• Original shipping charges are non-refundable
• Return shipping is the customer's responsibility unless the return is due to an error on our part

Custom-made and custom-printed products are non-returnable and non-refundable. Once production has started, custom orders cannot be cancelled, because they are prepared specifically for you. This includes custom printed frosting sheets, custom printed edible products, personalised edible decorations and other specially produced items.

Please review your artwork, specifications, quantities and other order details carefully before approving a custom order.

Edible printers, direct-to-food printers and other equipment are built, configured or specially prepared for their intended application.

Warranty & technical support

Eligible equipment is covered by the manufacturer's applicable warranty as stated on the product listing, invoice or warranty documentation. Warranty coverage applies to qualifying defects in materials and workmanship; it is not a general return or money-back guarantee.

Our technical support team will work to troubleshoot equipment problems before determining whether a warranty repair, replacement or other remedy applies. We may request photos, videos, test prints, error messages, printer diagnostics or other information. If troubleshooting cannot resolve the issue, we may ask for a specific component, such as a printhead, to be returned for inspection or service.

Colour & print-quality issues

Variations in colour, banding, missing colours, nozzle clogs and print-quality issues do not automatically qualify a printer for replacement or refund. Edible printing uses specialised food-safe inks that behave differently from conventional inkjet inks, and print quality is affected by usage frequency, ink condition, temperature and humidity, printhead condition, ink flow, maintenance, paper type and printer settings. Our support team can help with troubleshooting and maintenance.

To keep your printer performing well, we recommend that you:

• Do not leave edible ink cartridges installed in an unused printer for long periods
• Follow the manufacturer's storage procedure if the printer won't be used for around 10 days or longer
• Use cleaning cartridges during extended idle periods, where applicable
• Run the appropriate printhead cleaning procedures before returning a stored printer to regular use
• Print periodic test pages as the manufacturer recommends
• Follow all maintenance, storage and cleaning instructions supplied with your printer

Failure to maintain or store an edible printer properly can cause clogging and print-quality problems, and may affect warranty coverage.

Where a printer is sold as a system designed to work with a specific brand or type of edible ink, please follow the manufacturer's recommended ink specifications.

Using third-party ink, refilling cartridges with incompatible ink, or using non-approved consumables may affect printer performance and may void warranty coverage where the manufacturer determines the third-party product caused or contributed to the problem. We strongly recommend using compatible, food-safe edible inks and consumables intended for your specific printer model.

If an item is missing from your shipment, notify us within 30 days of delivery. Once we've verified the shipment, we'll arrange for the missing item to be sent as soon as reasonably possible.

Eligible unopened and unused non-edible products may be exchanged within 30 days of purchase, subject to availability and the terms of this policy.

If the exchange is needed because we shipped the wrong item, we cover the shipping. If you ordered the wrong item, you are responsible for return shipping and any shipping charges on the replacement. Edible, opened, used, custom and non-returnable products are excluded.

Eligible refunds are processed after the returned product has been received and inspected. For eligible unopened and unused non-edible products:

• Refund requests must generally be made within 30 days of the shipping date
• A 15% restocking fee may apply
• Original shipping charges are non-refundable
• Free shipping costs may be deducted from the refund where applicable

Refunds are issued to the original payment method wherever possible. How quickly the money appears afterwards depends on your bank, card issuer or payment provider.

Cancellations, product or quantity changes, and shipping address corrections should be submitted before 11:00 AM Pacific Time on the day the order is placed wherever possible.

We'll make every reasonable effort to accommodate the request, but we cannot guarantee changes or cancellations once an order has entered processing, production or shipment.

Custom orders cannot be cancelled once production has started. Equipment orders may be built or prepared specifically for you; once preparation, configuration or production has begun, cancellation may not be possible, and a 15% restocking or cancellation fee may apply to an approved cancellation at that stage.

If tracking shows a package was not delivered, contact us as soon as possible and preferably within 15 days of the expected delivery date. Carrier claims are subject to each carrier's own claim deadlines, and we may be unable to file or pursue a claim after that deadline has passed.

If tracking shows a package was delivered but you can't find it, please first check with household members, neighbours, building management and the carrier. We may ask you to contact the carrier or provide a carrier case reference so we can investigate. A carrier-confirmed delivery does not automatically qualify an order for a refund.

Carrier delivery dates are estimates and are not guaranteed unless a guaranteed service is specifically purchased and its terms are met. Delays can result from weather, carrier disruptions, holidays and peak periods, customs, incorrect addresses and natural disasters.

A shipment arriving later than the estimated delivery date does not automatically qualify the customer for a product refund. See our Shipping Policy for delivery times and service details.

Please do not send merchandise back without contacting us first. Where an RMA is required, you'll need an RMA number and return instructions before shipping the product back. Unauthorised returns may be delayed or returned to sender. Products must be securely packaged to prevent damage in return transit.

We inspect products before shipment, but edible papers, inks, chocolate transfer sheets and other food-related products are sensitive to environmental conditions. Customers are responsible for following each product's recommended storage conditions, temperature requirements, handling and usage instructions, and printer maintenance procedures.

If you're unsure whether a product suits your application or your kitchen's conditions, contact us before ordering.