Refund policy

At iColorPro, we supply professional printing consumables, printheads, printer parts, and related equipment for industrial and commercial use. Due to the technical nature of our products, this Return & Refund Policy applies to all purchases made through our store.

1. General Policy

We do not accept returns, exchanges, or refunds for issues caused by buyer-side reasons, including but not limited to incorrect model selection, compatibility errors, mistaken orders, or change of mind.

Before placing an order, customers are responsible for confirming the correct model, specifications, interface, and compatibility of the product. We are happy to assist with pre-sale confirmation, but if an order is placed based on incorrect or incomplete information provided by the buyer, the order will not be eligible for refund or compensation.

2. Non-Returnable / Non-Refundable Items

The following items are non-returnable and non-refundable unless the issue is caused by our shipping error or confirmed transit damage:

  • Printheads
  • Inks
  • Cleaning liquids and unclogging solutions
  • Electronic boards and control boards
  • Opened, used, installed, or damaged items
  • Special-order or customized products

3. Wrong Item Sent by Seller

If we send the wrong item, please contact us as soon as possible after receiving the order.

Once confirmed, we may provide one of the following solutions at our discretion:

  • Reship the correct item
  • Arrange a replacement
  • Issue a partial refund
  • Issue a full refund where appropriate

Customers may be asked to provide product photos, package photos, shipping label photos, and order details for verification.

4. Transit Damage

If the package or product is damaged during transportation, the customer must notify us within 24 hours of delivery.

To process a transit damage claim, the customer must provide clear evidence, including:

  • Photos of the outer package
  • Photos of the damaged product
  • Photos of the shipping label / waybill
  • Order number

After review, we may provide compensation, replacement, reshipment, or refund depending on the actual situation.

5. Buyer-Responsibility Issues

We do not provide refunds, returns, exchanges, or compensation for issues caused by the buyer, including but not limited to:

  • Ordering the wrong item or model
  • Compatibility mismatch caused by incorrect buyer confirmation
  • Improper installation or operation
  • Damage caused after delivery
  • Refusal to accept delivery without valid reason
  • Change of mind after purchase

6. Order Cancellation

Customers may request cancellation before the order has been shipped.

However, orders may not be canceled if they have already entered preparation, sourcing, packing, or shipping stages. Special-order items, custom items, and shipped orders cannot be canceled.

7. Return Authorization

Any return request must be approved by us in advance. Items sent back without prior authorization will not be accepted.

If a return is exceptionally approved by us, we will provide return instructions. Unauthorized returns, refused deliveries, or returns sent to the wrong address may be rejected.

8. Refund Processing

If a refund is approved, it will be processed to the original payment method within a reasonable processing time after verification. Actual posting time depends on the payment provider or issuing bank.

9. Contact Us

If you need help regarding an order, return request, wrong shipment, or transit damage claim, please contact us:

Company: Guangzhou Icolorpro Digital Technology Limited
Address: No. 28, Hehe East Road, Shiling Town, Huadu District, Guangzhou City, Guangdong Province
Email: Cathy@icolorpro.com / Yanice@icolorpro.com
WhatsApp: Cathy: +86 18664669614 / Yanice: +86 13202220423
Business Hours: 8:00 AM - 6:00 PM (Beijing Time)