For any product being returned to them, it must be approved by their support team, since specific steps need to be followed. Please contact them at 1-866-979-7463, send them an email (support@123ink.ca) or even join them in a Live Chat session. An agent will be pleased to assist you with any difficulty you might encounter. Take a look at their guarantee here to understand the return periods for each item: http://www.shopperplus.com/en/policies/guarantee. (Please note that any product returned without prior authorization will not be accepted, and the cost to ship the item back to you will be at your own cost)