Returns, exchanges, warranty and repair policy

The vast majority of products available at Thermal Printer Outlet / Blue Edge Technology, LLC are returnable, provided they are returned with all original packaging, paperwork and items in new and unused condition. All repaired items carry a 30-day warranty.

Cancellation Requests

Orders may be cancelled within 14 days of purchase, provided the order has not yet shipped. Eligible cancellations within this period will receive a full refund or store credit. Cancellation requests made after 14 days are not eligible for refund. Requests received after the 14-day window may be issued store credit only, at our discretion. Exceptions will only be considered in the event of a documented internal error (for example, if a phone order was placed and entered incorrectly by our team).

RMA / Return Process

To initiate a return, a Return Authorization Number (RMA#) must be requested within 30 days of receipt of the product. When shipping the return, this RMA# must be clearly labeled on the package. Items returned without an RMA number are not eligible for refund or exchange and are subject to a $35.00 processing fee per item. Once we issue an RMA number, it is valid for 14 days.

1. Contact a Thermal Printer Outlet Customer Care Specialist at (312) 416-1518 (or email support@thermalprinteroutlet.com) and ask for a returns representative. Schedule time with a support agent before submitting an RMA request.
2. Our Customer Care Specialists will provide you with an RMA#, and email you detailed return instructions. RMA requests that skip agent approval will not be approved.
3. Clearly write and/or affix the RMA# on the package and return to the address specified in the email.
4. Unless the return is due to a Thermal Printer Outlet error, the customer is responsible for return shipping costs. For your convenience, Thermal Printer Outlet offers discounted return shipping labels; if you choose this option, the cost of the label will be deducted from the refund amount.
5. The original method of payment used to place the order will be credited the purchase price, excluding return shipping costs. Thermal Printer Outlet will send a confirmation email once the refund has been approved. Please allow 5–7 business days for your bank to process the credit.

RMA address: Blue Edge Technology, RMA# (use the authorized number we emailed you), 5750 W Bloomingdale Unit 1, Chicago, IL 60639.

If a returned product has been in storage for over 30 days and there has been no effort in response to our communication attempts, we reserve the right to destroy the product without any notification.

Ethernet & Wireless Connectivity Policy

Certain legacy printer models do not support built-in Ethernet or wireless connectivity. When either functionality is ordered for applicable models, connectivity is provided via a compatible external adapter, unless otherwise explicitly specified.

Our website lists connection types individually and does not represent legacy models as having internally embedded port connections unless explicitly stated. Customers requiring internally embedded Ethernet or wireless hardware must indicate this requirement in the Additional Information section at the time of order to allow for verification of availability prior to shipment.

Orders placed without this explicit notation will be fulfilled using the standard compatible connectivity solution for the selected model. Returns requested due to a preference for internally embedded connectivity, when compatible external connectivity was correctly provided per the order configuration, are considered non-defective returns and are subject to our standard return and restocking policy.

Limited Warranty

Most of our products are professionally reconditioned and include a free 2-year warranty covering defects in materials or workmanship under normal use. Thermal Printer Outlets Limited Warranty does not apply to products that have been subjected to physical damage after purchase, caused, for example, by casualty, accident, acts of God or transportation, including:

• (a) Failure to properly package and ship the product back to Thermal Printer Outlet for warranty service in accordance with Thermal Printer Outlets current Packaging and Shipping Guidelines, including failure to replace the proper packing protection or restraint to secure product for shipping.
• (b) Damage resulting from the users installation, system integration, programming, re-installation of applications software, systems engineering, relocation, reconstruction of data, or removal of the product or any component of the product (including warranty stickers, breakage of a connector, cover, glass, pins, or seal).
• (c) Service, modification or repair not performed by a Thermal Printer Outlet technician, or tampering, use of counterfeit or other non-branded components, assemblies, accessories, or modules.
• (d) Misuse, unreasonable handling or maintenance, mistreatment, operator error, failure to provide proper supervision or maintenance including use of cleaning products or other accessories not approved by Thermal Printer Outlet or use in contravention of recommended procedures or specifications.
• (e) Electrical neglect in the failure to operate the product on a properly rated surge protector in addition to prevention of an electrical circuit overload (too many electrical devices sharing an outlet that can exceed the circuit limit).
• (f) Environmental conditions (such as excessive heat or other unsuitable physical operating environment), corrosion, staining, electrical work external to the product, or failure to provide electro-static discharge (ESD) protection.
• (g) Consumables are not covered under warranty. Consumables are items that wear out under normal use and must be replaced by the end user as needed, including supplies and expendable items identified as the users responsibility in the Operators Guide, Cleaning and Maintenance Guide or Reference Manual.
• (h) Failure to install firmware updates or releases available for the product.
• (i) Such other supplemental exclusions published from time to time online at www.thermalprinteroutlet.com or by calling (312) 416-1518.

For all products returned for warranty service: if our technicians find the product to be working and not in need of warranty service, we will charge $70.00 per hour for all troubleshooting performed by our technicians.

Warranty & installation limitations: We do not compensate for damages incurred during installation or use, nor reimburse labor or installation fees. Attempting to install, modify, flash, or reflash firmware will void your warranty and make the product ineligible for return, exchange, or refund.

Broken, Defective, or Missing Items

Any damages, defects and/or missing items in an order must be reported within 5 days from the date of delivery to Thermal Printer Outlet.

If you receive an item that is broken or defective, Thermal Printer Outlet / Blue Edge Technology, LLC will provide a prepaid return shipping label. To obtain the return shipping label, follow the return procedure above. Damage caused by environmental and electrical conditions is excluded from coverage and is not covered under any warranty offer. Please contact your insurance carrier or Uninterruptible Power Supply (UPS) vendor regarding coverage they may offer.

Restocking Fees

All our products require a 20% restocking fee. These items qualify for a refund, less the restocking fee and any shipping costs, when returned with all original packaging, paperwork and items in new and unused condition. In addition, a flat fee of up to $45.00 will be charged to orders when free shipping was offered.

• If delivery is refused because of visible damage incurred during shipping or caused by the shipping carrier, we will file a claim with the shipping carrier.
• If you receive a damaged or defective item, we will file a claim with the shipping carrier.
• If you change your mind about a purchase and we receive the item damaged or materially different than how it was originally shipped (not original condition), we will charge a restocking fee of up to 50% of the item price.
• If we provide technical support on a product you purchased and you later return that product for a refund, we reserve the right to charge an additional fee of $75.00 plus our standard restocking fee.

Storage Fees

We reserve the right to charge a storage fee when we provide storage for products during an open RMA and at all other times when we store a product for you that exceeds a period of over 30 consecutive days. In most cases the fee charged will be a flat rate of $2.00 per day. In our sole discretion we may charge more when we believe it is appropriate to do so.

International Orders

International orders are not eligible for return or exchange, unless in the case of a Thermal Printer Outlet / Blue Edge Technology, LLC error.

Non-Returnable Products

While we stand behind the quality of every unit we ship, certain items are final sale and not eligible for return, exchange, or refund, except where we have made a documented error in fulfilling your order. Non-returnable items include (but are not limited to):

• Custom-patterned or custom-painted products
• Special-order or custom-configured units
• Clearance, closeout, or as-is merchandise
• Consumables -- including platen rollers and print heads
• Any product that has been installed, used, or modified in a way that changes its original condition

Return conditions for authorized items:

• Must include all original packaging, paperwork, and accessories
• Must be returned in the same condition as shipped, unless prior exceptions were disclosed and approved by Thermal Printer Outlet before return authorization was issued
• If inspection reveals issues or damage that were not disclosed and approved in advance, the return may be deemed ineligible for a refund

Exceptions to this policy may be considered on a case-by-case basis. Contact us before initiating a return so we can review your request.

Frequently Asked Questions

How do I return an item?
Contact our Customer Care Specialist at (312) 416-1518 or support@thermalprinteroutlet.com to get an RMA#. We will email detailed return instructions.

Can I exchange an item?
Yes. Items that include all original packaging, paperwork and items in new and unused condition may be returned for exchange. Follow the standard returns procedure.

Will I have to pay a restocking fee?
Yes. All products require a 20% restocking fee. These items qualify for a refund less the restocking fee and any return shipping costs, subject to inspection before a credit is issued.

Who pays for return shipping costs?
If the return is due to a Thermal Printer Outlet error, we pay for return shipping. Otherwise, the customer is responsible. Discounted return shipping labels are available through Customer Care.

What should I do if I received the wrong item?
Call us at (312) 416-1518. Well process your return or exchange (if available) and send a prepaid shipping label when appropriate.