3-year warranty – your security – our confidence in our products
Purchasing from ASC-Toner is not only easy, fast and secure, but also completely risk-free. As we are 100% convinced of the quality of our products, Stracke Supplies GmbH (in the following: ASC) grants all customers with German or Austrian residence a 3-year warrantee for all of its products. This 3-year warrantee applies irrespective of the consumer’s legal claims, in particular with regard to rectification, rescission, discounts or compensation for damages. If you are not satisfied with our products, simply contact customer service by phone +49 (0) 4101 61011 (office hours from 8.00 am to 5.00 pm) using the contact form, des complaint form ,or by email. In many cases, problems with our products can be solved over the phone or by checking our frequently asked questions (FAQ).
Our promise: the very highest quality
We have more than 25 years of experience of trading with printer supplies. During this time, we have always endeavoured not only to bring low-cost products to market, but above all to satisfy our customers with our quality. Our greatest priority has therefore been to optimise our quality on a continuous basis while focusing on quality assurance across the board. With this in mind, we only partner with suppliers of many years’ standing, whose quality we judge to be excellent and who have similar quality standards to us. In addition, we have established our own quality management system, which draws on all our experience of the past 25 years. Our partnership with our former Chinese joint-venture partner ASC-TONER in Changzhou, China, also allows us to harness the expertise of highly qualified engineers and technicians in order to elaborate our own quality optimisation specifications and guidelines. Our toners are only filled with high-quality toner powder, some of which is produced according to our specifications, and the inks for filling printer cartridges are also subject to ongoing quality control. All of this ensures that complaints and warranty claims are the absolute exception. A complaints rate of less than 1% and the many positive reviews on Trusted Shops testify to our many years working to set our own standards in terms of quality.
The warranty period commences with the receipt of the goods by the customer. The warrantor is Stracke Supplies GmbH (operator of the ASC-Toner web shop).
Scope of the warranty
If you are not satisfied with the printing quality of our alternative inks, toners, drum units, fax rolls or other ASC products, you are entitled to our 3-year warranty. Individually manufactured products are excluded from the warranty.
Damage and defects are not covered by the warranty when caused by
- external influences
- improper use, damage, operation and storage
- negligent or faulty care and maintenance
- overloading or improper repair by an unauthorised service partner
or in the event that the goods have not been maintained in accordance with our recommendations or those of the manufacturer (manual or assembly instructions) and the defect has occurred as a result. If a defect does not become apparent until more than 6 months after delivery of the goods, the customer shall bear the burden of proof that the goods were defective at the time of transfer of risk and that this is not a matter of usual wear and tear. We reserve the right to check the warranty claim in detail (including level indicator, number of printed pages, page coverage settings, etc.). The warranty claim is only valid for damage to the object of the contract itself. Reimbursement of expenses for dismantling and installation, inspection of corresponding parts, as well as claims for loss of profit and damages are not covered by the warranty.
In order to exercise your warranty rights, you must send an informal written warranty claim, stating grounds for claiming warranty, to ASC within three years of receipt of goods. You can do this by using the complaint form or by contacting us via the contact form or email. You are also welcome to contact us in advance by phone +49 (0) 4101 61011 (office hours from 8.00 am to 5.00 pm). It is important that you provide us with proof of purchase to prove that the goods originate from us.
You may only return rejected goods to us after receiving feedback in writing from us. We will do our best to send you replacements as quickly as possible so that you can print and copy again. You will receive a return label for sending the product to a DHL branch free of charge for your return shipment of the goods covered by the warranty claim (we can arrange to have the product picked up from you on request). Please package the goods carefully and securely and follow the Complaint Guidelines to ensure fast and smooth processing. Please note that replacement goods can usually only be sent on the following day. In the event of a warranty claim, ASC shall, at its discretion, repair the product free of charge or replace it with fault-free parts, in whole or in part. Any replaced parts shall become the property of ASC.
In addition to the warranty, the purchaser’s statutory warranty rights shall apply, which are not restricted by the warranty conditions. Within the scope of the statutory warranty, consumers may choose whether to demand rectification by repair or replacement delivery. ASC shall be entitled to refuse the type of rectification chosen if it is only possible at disproportionate cost and the other type of rectification does not cause significant detriment for the consumer. The warranty period for users is two years from the delivery of the goods (see also section 9 of our Terms and Conditions).