FAQ'S

I have unwanted cartridges, unopened, will you accept them back?
We are happy to provide a refund for any unwanted items or items bought in error that are returned to us within 30 days of purchase, providing the packaging is unopened and the goods are in resalable condition.

Please return the cartridges to:
Chase Ink Returns
45 Church Street
Chadsmoor
Cannock
Staffs.
WS11 6DN
United Kingdom

Please include your name, full billing address including postcode, order number and a contact telephone number inside the package. We recommend that you ask your post office for a proof of posting receipt as the postal service do not accept liability for lost items without this (this is free of charge). Upon receipt of your cartridges we will process your refund.

Ink Cartridge Information

What is an original (OEM) cartridge?
An 'original' or 'OEM' cartridge is a cartridge which has been manufactured by the brand specifically for their printer. For example, a cartridge manufactured by Epson for an Epson printer. 'Original' cartridges often cost more than 'compatible' cartridges.

What is a compatible inkjet cartridge?
Compatible ink cartridges are specially remanufactured to meet OEM specifications. Our compatible cartridges are manufactured to the very highest standards of quality and reliability and offer excellent results. A compatible cartridge will print as many or more pages than your OEM cartridge. Not only are compatible cartridges cheaper, your cost per page will also be reduced due to the increased ink levels.

What is a compatible remanufactured cartridge?
A compatible 'remanufactured' cartridge (generally referred to as remanufactured) is an empty 'original' cartridge. For example, an empty branded cartridge that has been factory cleaned, refilled to the maximum capacity and fully tested. Inkjet cartridges sold as 'remanufactured' products are cartridges that have been used at least once by a consumer and then refilled by a third party. Ink cartridges can be recycled and refilled several times, which has a positive impact on the environment; reducing waste and decreasing the use of plastics.

Does using a compatible cartridge void my warranty?
Using a compatible printer cartridge does not affect the warranty unless failure or damage is attributable to it. Keep in mind that the ink does not come into contact with any part of the printer or its internal parts other than the cartridge itself and the print head. The ink is applied to the paper as the paper is fed through the printer. Any hardware problems with the printer are still covered by the manufacturer’s warranty.

Will I get the same number of printed pages from a compatible cartridge as an original cartridge?
You will get at least the same number of printed pages from compatible cartridges as you will get from original (OEM) cartridges.

What is the life span of an ink cartridge?
Our cartridges are supplied with up to 2 years 'use by' date. Cartridges should be kept sealed in the original packaging and stored in a cool, dry place. It is also a good idea to store your cartridges in an upright position as they would be placed in the printer. Any quoted page outputs are based on 5% of an A4 page.

What is the best way to store cartridges?
Always store your cartridge upright (for example, with the print head at the bottom) as it would be placed in your printer, as during shipping the cartridge could get jolted and shaken around and the air which is normally at the top may have moved to the bottom. By storing the cartridge upright the ink is free to settle, the air will rise to the top and the ink will flow freely without any air bubbles. If you install the cartridge as soon as you receive it and you have a problem with the print quality then leave it overnight before attempting to print again. This will allow the ink to settle. When installing a new printer cartridge always make sure that you remove the protective clip (if there is one on the print head) and any print head tape. The printer automatically runs a print head cleaning routine after new cartridges are installed. If however the print quality is not as you expected, please run another print head cleaning cycle via the printer’s software.

I have used compatible cartridges in the past, why won't my printer accept them anymore?
Software on the printer can produce the message you see regarding low or zero ink levels if the machine detects a cartridge that is not a manufacturer's original cartridge. The cartridge should last as long if not longer than the original. If you feel that the cartridge has run out quicker than you anticipated, then please contact a member of the customer service team. However, there may be a problem with the communication link between the cartridge and your printer – this can be caused by dirt, such as dust or even a fingerprint, on the copper contact plate on the cartridge. Please follow these cleaning instructions to resolve the problem: Place some newspaper down to capture any spillage of ink. Remove the cartridge from your printer – switch your printer off. Using a piece of damp kitchen paper, gently wipe the copper plate on the cartridge to give it a thorough clean. Allow the chip to dry. Once the chip is completely dry, reinstall the cartridge into your printer and switch the printer back on. We recommend that you run the print head cleaning programme on your printer to clean the heads and push the ink through. For best results you should run the programme three to four times.

My ink cartridge has arrived and it's leaking, what should I do?
Occasionally, items can get damaged during transit. If this is the case, please contact our customer service team immediately. Please do not attempt to open the cartridge from the packaging and, more importantly, DO NOT try to install the cartridge into your printer. If you have received a damaged/leaking cartridge, we will send you another cartridge.

The cartridge you sent me is correct but why does it look different?
First of all, please check that you have ordered correctly for your printer. Make sure you are placing the correct cartridge into the correct carriage. Some compatible cartridges may look slightly different to the originals. All of our cartridges have been thoroughly tested and the cartridge you received should work in your printer. Our products are only sourced from manufacturers with the highest standards, and are all fully guaranteed to give peace of mind.

When is the best time to replace a cartridge?
If possible you should replace your inkjet cartridges before they run out. This will stop ink from drying in the print head between replacement.

How do you define page life?
Page yield for a cartridge is an estimate only, and is subject to countless variables, including, but not limited to, the initial ink fill, cleanings, printer clean cycles, saturation, etc. It is based on 5% print coverage per page, which is approximately one paragraph with a darker header. Printing pages that cover 25%, 50% or 75% of the page will decrease the page yield.

Printer Information

What is 'firmware'?
Firmware/software updates tell the printer how to communicate, how to move motors, fire nozzles and most importantly, how to recognise original versus compatible (non-original) cartridges, which may result in incorrect messages regarding ink levels being displayed.

What should I do if my printer is not listed on the box?
Some of our compatible cartridges are suitable for many different printers. Therefore the supplier cannot list all printers on the packaging.

The printer is telling me that the ink is low/empty, but it’s new?
You need to check that the nozzles aren’t clogged and that the copper plate is free from dust/dirt preventing the correct contact being made. To do so, place some newspaper down to capture any spillage of ink. Remove the cartridge from your printer – switch your printer off. Using a piece of damp kitchen paper, gently wipe the copper plate on the cartridge to give it a thorough clean. Allow the chip to dry. Once the chip is completely dry, reinstall the cartridge into your printer and switch the printer back on. We would recommend that you run the print head cleaning programme on your printer to clean the heads and push the ink through.