Refund policy

SOHO Ink – Refund & Returns Policy

Last updated: 20 August 2026

At SOHO Ink, we aim to provide high‑quality ink and print consumables with clear, fair policies that comply with the Consumer Guarantees Act 1993 (CGA) and the Fair Trading Act 1986 (FTA). This policy explains how we handle returns, replacements, and issues with your order.

If you have any questions, contact us at hello@sohoink.co.nz.

1. Faulty or Defective Items

If your item is faulty, defective, or not working as expected, please email us at hello@sohoink.co.nz within 7 days of receiving your order.

We will assess the issue in line with the Consumer Guarantees Act. If the item is confirmed faulty, we will provide a replacement at no cost to you.

What we may request:

A description of the issue
Photos or video showing the fault
The batch number or cartridge code
Returning the item for inspection (if required)

If the fault is considered major, you may choose a refund instead of a replacement, as required under the CGA.

2. Incorrectly Ordered Items (Customer Error)

If you accidentally order the wrong item (e.g., Light Cyan instead of Cyan), we offer a replacement under the following conditions:

Eligibility Requirements:

Item must be unopened
Item must be unused
Item must be in resellable condition
You notify us within 7 days of receiving the order
You return the item to us before the replacement is sent

Costs:

Customer pays shipping both ways
Customer pays merchant fees associated with the original purchase
Replacement is issued once the original item is received and inspected

This is not considered a “faulty” situation under NZ law, so CGA remedies do not apply.

3. Change‑of‑Mind Returns

We do not accept change‑of‑mind returns for opened or used consumables.

We do accept change‑of‑mind returns only if the item is unopened and unused, and only within 7 days of delivery.

Conditions:

Item must be in original packaging
Item must be in resellable condition
Customer pays return shipping
Merchant fees are deducted from the refund
Refund is issued once the item is received and inspected

4. Incorrect, Missing, or Damaged Items on Arrival

If we send the wrong item, or your order arrives damaged, please contact us within 7 days.

We will replace the item at no cost to you, provided you supply:

Photos of the packaging and item
Order number
Description of the issue

5. Return Address

Our return address is provided via email once your issue has been received and assessed. This ensures items are sent to the correct processing location.

6. Payment Terms & Merchant Fees

All purchases must be paid in full and cleared before goods are dispatched.

If a refund is issued for any reason other than a CGA‑defined major fault, the merchant processing fee charged by your payment provider is not refundable and will be deducted from the refund amount.

This includes:

Credit/debit card fees
Payment gateway fees
Transaction processing fees

This does not apply to CGA‑required refunds for major faults.

7. Shipping Costs

Shipping costs are non‑refundable, except where required under the CGA.
For incorrectly ordered or change‑of‑mind returns, the customer pays return shipping.
For faulty items or incorrect items sent by us, SOHO Ink covers shipping.

8. Consumer Guarantees Act (CGA) Compliance

Nothing in this policy removes or limits your rights under the Consumer Guarantees Act 1993. If a product is faulty, unsafe, or does not perform as expected, you are entitled to a remedy under NZ law.

9. Fair Trading Act (FTA) Compliance

We do not use misleading wording such as “no refunds” or “store credit only for faulty items.” All statements in this policy are designed to comply with the Fair Trading Act 1986 and accurately reflect your rights.

10. How to Start a Return or Replacement

Email us at hello@sohoink.co.nz with:

Your order number
The item(s) involved
A description of the issue
Photos or video (if applicable)

We will reply with next steps and the correct return address.