Return Policy

To serve customers as efficiently as possible, the Agfa Graphics Return Policy incorporates several major advantages including:

  • Product pick up wherever logistically feasible
  • On-site inspection by manufacturer’s technical representatives
  • Hassle-free return of regular stock items with prompt processing of all credit approvals

We make every effort to issue approved credits within five working days following receipt of returned merchandise or third party manufacturer’s approval.

Non-stock or special order items generally cannot be returned unless defective.

No return requests will be approved if more than 60 days from invoice date.

Overall Guidelines

Before any product or material is returned, written or verbal approval must be obtained from an Agfa Customer Care Representative at 1-888-274-8626/800-388-2432.

Following approval, customers are given a return authorization number along with a contact to arrange merchandise pick-up. Credit will be issued - less freight charges incurred - unless the product is deemed defective or if a shipping error occurred, in which case Agfa will bear the cost. Agfa is not responsible for damages or delays in processing credits if the customer chooses not use Agfa’s carrier.

Merchandise Returned Within 30 Calendar Days of Invoice Date

Upon receipt of a return authorization by an Agfa Graphic’s Customer Care Representative, standard factory stock material may be returned within 30 days from original date of purchase as shown on the invoice (invoice date).

  • No special cuts accepted
  • Return of a non-stock item is subject to third party manufacturer approval. Credit will be issued less any expenses charged by manufacturer for return and credit.
  • Agfa will only deduct freight charges from the credit and there will be no other restocking charges.
  • All returned product must be received by Agfa within 30 days of a return authorization being issued; must be in saleable condition for resale with original packaging unopened and original seals intact. Agfa and our third party manufacturers will not credit any returns if boxes are marked, have stickers or have writing on them.

Merchandise Returned between 30 and 60 Days of Invoice

For merchandise return requests between 30 and 60 calendar days from invoice date, the following conditions apply:

  • No special cuts accepted.
  • Return of non-stock item is subject to third party manufacturer approval. Credit will be issued less any expenses charged by manufacturer for return and credit.
  • Returns are subject to minimum 15% restocking fee/handling charge.
  • If applicable, material must have 6 months dating. Material not within the dating guidelines or otherwise not saleable will not be accepted.
  • Returns must be in condition suitable for resale with original packaging unopened and original seals intact. Agfa and our third party manufacturers will not credit any returns if boxes are marked, have stickers or have writing on them.

Defective Product/Warranty Returns

Customers experiencing technical issues should contact their Agfa Graphics account manager. The account manager will contact Global Services.

Agfa Products

The customer or account manager may contact 1-800-TRY AGFA (1-800-879-2432). Our Global Services technical team will try to resolve the problem.

Third Party Manufacturer Products

The customer may notify their Agfa Customer Care Representative. Customer Care will contact the appropriate buyer and arrange for follow-up on the claim.

If product is under a manufacturer’s warranty, the customer may contact Agfa Customer Care. Customer Care will arrange for the item to be returned to the manufacturer and credit will be issued.

All returns are subject to a count and inspection at time of receipt by Agfa and/or the manufacturer.

How to Prepare Merchandise for Return

Call Agfa Customer Care Department at (888) 274 - 8626 / 800 -388-2432 and request a Return Authorization Number. Please have the following information available:

  • Quantities and description of item(s) to be returned
  • Invoice number or picking ticket number from the packing slip
  • Date of purchase
  • Reason for the return
  • Batch or lot number

An Agfa Customer Care Representative will process your request. Once the return is approved, a return authorization (RA) number is issued with instructions to arrange merchandise pick up. It is the customer’s responsibility to make sure that the items are properly prepared for transportation.

Upon receipt, Agfa/third party manufacturer will inspect the returned product checking its condition and dating. When acceptable, credit will be processed. If there are any issues, the customer is notified in writing.    

Return of Merchandise Damaged During Transit

To receive prompt replacement and avoid unnecessary paperwork, the following requirements must be met:

  • At the time of delivery, each shipment should be thoroughly examined by the customer. Any loss or damage to cartons or merchandise should be noted on the freight bill and signed by the carrier’s driver. Failure to do so may invalidate the claim.
  • All damages during transit must be reported within 24 hours of delivery.
  • Any hidden damages must be reported within 48 hours of delivery

NOTE: Due to EPA regulations, all unopened chemistry authorized for return must be accompanied by approved shipping documents. Drivers cannot accept chemicals without EPA and DOT documentation.

Claims for Shortages in Shipment and Defective Products

Shortages must be reported to Agfa within 24 hours of delivery. Shortages concealed due to full skid deliveries must be reported within 48 hours of delivery. If these conditions are not met, Agfa reserves the right to refuse claims.

Customer Care can be reached at 888-274-8626 or 800-388-2432


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