Frequently Asked Questions

• Shipping

• Payment

  • What payment methods do you accept?

    We accept all major electronic payment methods, as mentioned on our front page and during the checkout and payment process.

    Are my payments secure?

    To guarantee secure payments, we have partnered with some of the leading online payment processing companies: Stripe and Paypal.
    Your card details are protected using PCI DSS v3.2 security standards.

    Do you keep my payment information secure?

    Working with Stripe and Paypal as our secure payment processing partners also means we won't keep any payment information on our servers.

    Who is responsible for secure payments?

    To guarantee secure payments, we have partnered with some of the leading online payment processing companies: Stripe and Paypal.

    Can I pay by credit card?

    Yes; All major credit cards are accepted

    Can I pay using Apple pay?

    Yes.

    Can I pay using Google pay?

    Yes.

    Can I pay using Microsoft pay?

    Yes.

    Do you accept bank transfer payments?

    For some EU countries we accept instant bank transfers or debit card payments. Some supported services include SEPA, bankcontact, ideal and Sofort.

    Can I pay using Alipay?

    No. At the moment we do not accept Alipay payments.

    How do I change my credit card information?

    You can change your Credit Card information using the user link provided : https://www.promotoner.com/uk/stripe/customer/cards/
    
    

• Orders

  • How do I change my current order?

    You should contact us immediately, using the contact form: https://www.promotoner.com/uk/contact/
    Make sure to mention your order number when contacting us. Note that once an order has been packed, it might not be possible to change the order.

    How do I change the shipping or invoice address?

    You can add, remove or edit your shipping address here : https://www.promotoner.com/uk/customer/address/

    Can I order using my VAT number?

    Yes. Make sure to provide your VAT number during the checkout process. Our website will automatically check validity of the VAT number and calculate appropriate VAT values.
    You will automatically receive your VAT invoice once the order has been processed by our warehouse.

• Products

  • What is C-Box?

    C-box products are discounted products that come in damaged, but still sealed packaging. Their bargain price does not mean they are of any less quality than our regular products.

    What is Surplus?

    Surplus products is what we do. We buy products from all types of businesses, meaning we can often buy below market price. These savings allow us to offer lower prices than our competitors.

    What are Bundles?

    Bundles are a combination of multiple items that fit the same machine. We combine, for example, all 4 color toner cartridges for your model of laserprinter. Buy selling a bundle of all 4 colors, we can offer better prices.

    What is OEM?

    OEM stands for Original Equipment Manufacturer. These brands are the genuine original brands that make the machines, but also the consumables that fit them. Examples are Canon, HP, Xerox or Lexmark.

    What is Compatible or Generic?

    Compatible, Generic or Remanufactured brands provide a low cost alternative version to the OEM product. They are far less expensive and offer similar quality to the OEM product.

• Privacy

  • Where can I find your Privacy Policy?

    https://www.promotoner.com/uk/privacy-policy

• Order Problems

  • My order has not yet arrived

    Check if your order has already shipped from your order history page: https://www.promotoner.com/uk/sales/order/history/
    You will be able to track your order from this page. If for some reason your order is delayed don't hesitate to contact us. https://www.promotoner.com/uk/contact

    An item is defect

    If you have received an item that is defect, faulty, leaking or damaged in any other way, contact us immediately to start a return procudere: https://www.promotoner.com/uk/returns/

    A product is missing

    If for some reason your order is incomplete don't hesitate to contact us. https://www.promotoner.com/uk/contact

    Can I return product?

    Yes! You have the legal right to return your product for any reason up to 30 days after purchase. You can find all info here: https://www.promotoner.com/uk/right-to-cancel

    The product box was damaged, is my product OK?

    Yes! All products we sell have full warranty and are guaranteed to work in your machine. Even if you have ordered a c-box product from our website and enjoyed the bargain saving your item is 100% guaranteed to work.

    The product has a different box style. Is it real?

    Yes! All products we sell are 100% genuine OEM product, unless noted otherwise in the item description.

• About us

  • Who am I dealing with?

    Impro Group Sarl
    19 rue De-Candolle
    1205 GENEVE
    Switzerland