1. General
Picomatrix Commerce Sdn. Bhd. (“Picomatrix”, “we”, “our”) supplies industrial inkjet inks, printheads, electronic components, and related products through picomatrix.com.
Due to the technical and consumable nature of our products, returns and refunds are governed strictly by the terms set out below. By placing an order, you agree to this policy in full.
2. Standard Return Eligibility (Non-Printhead Products)
Returns may be considered only if all conditions below are met:
The item received is incorrect, damaged, or defective upon delivery
The issue is reported within 7 days from delivery
The item is unused, uninstalled, and in original packaging
Prior written approval is obtained from Picomatrix
All return requests are subject to inspection and approval.
3. Non-Returnable Items
The following items are non-returnable and non-refundable, unless otherwise agreed in writing:
Inkjet inks, UV inks, solvent inks, and all consumables
Items that have been opened, used, installed, powered on, or altered
Special-order, clearance, or promotional items
All printheads (see Section 4)
4. Printhead Policy – NO RETURN & NO WARRANTY
4.1 No Return
All printheads sold by Picomatrix are strictly non-returnable and non-exchangeable, without exception.
This applies to all printhead models, including but not limited to:
Epson
Ricoh
Konica Minolta
Seiko
Xaar
Toshiba
New, refurbished, or replacement units
Once an order is confirmed and shipped, no return request will be accepted.
4.2 No Warranty
All printheads are sold on an “AS IS” basis, WITHOUT ANY WARRANTY, whether express or implied.
Picomatrix expressly disclaims all warranties, including but not limited to:
Merchantability
Fitness for a particular purpose
Compatibility with any machine or system
Performance, lifespan, or print quality
4.3 No DOA Claims
❗ Dead on Arrival (DOA) claims are NOT accepted for printheads.
All printheads are inspected prior to shipment. Risk transfers to the buyer upon shipment.
4.4 Buyer Acknowledgement
By purchasing a printhead, the buyer confirms that they:
Are technically qualified to handle and install the printhead
Have verified compatibility with their machine, ink, and waveform
Understand the printhead may be damaged by static electricity, ink contamination, voltage issues, improper installation, or environmental factors
All risks after shipment are fully borne by the buyer.
5. Return Procedure (If Applicable)
For eligible non-printhead returns:
Email support@picomatrix.com with:
Order number
Product name
Issue description
Supporting photos or videos
Requests will be reviewed within 3–5 business days
Approved returns will receive return instructions
Unauthorized returns will not be accepted.
6. Return Shipping
Customers bear all return shipping costs unless the return is due to our error
Items must be returned in original condition and packaging
Picomatrix is not responsible for loss or damage during return transit
7. Refunds
Approved refunds are processed within 7–14 business days after inspection
Refunds are issued to the original payment method
Shipping fees, duties, taxes, and handling charges are non-refundable
Items failing inspection will be returned at the customer’s expense.
8. Damaged Shipments
If goods arrive visibly damaged:
Notify us within 24 hours of delivery
Provide clear photos of packaging and product
Late claims may not be accepted
9. Limitation of Liability
Picomatrix shall not be liable for:
Installation errors or machine damage
Ink contamination or leakage
Production downtime or loss of profit
Any indirect or consequential losses
Maximum liability, if any, is limited to the invoice value of the product supplied.
10. Acceptance of Policy
By placing an order on picomatrix.com, the buyer acknowledges and agrees to this Return, Refund & Printhead Policy in full.