Refund policy

Returns & Refunds

Sawgrass ships to U.S. addresses only. This policy applies to all purchases made on shop.sawgrassink.com .

30-Day Return Window

You have 30 calendar days from the date you receive your order to request a return, exchange, or report a defect. Requests made after 30 days cannot be accepted.

What Can Be Returned

Printers and Hardware

Printers and hardware products are eligible for return if they are unused and in their original, unaltered packaging, with all manuals, accessories, and power cables included. Used printers and hardware are not eligible for return unless they are defective (see Defective or Damaged on Arrival below).

Other Non-Consumable Products

Other non-consumable products (for example, accessories and equipment other than printers) are eligible for return if they are unused and in their original, unaltered packaging. Used or opened non-consumable products are not eligible for return unless they are defective (see Defective or Damaged on Arrival below).

Consumables (Ink Cartridges, Transfer Paper, and Other Consumable Supplies)

Consumables are eligible for a full refund only if they are unopened and in their original, factory-sealed packaging. Opened consumables are non-returnable and cannot be refunded, except where the product is defective (see Defective or Damaged on Arrival below).

Defective, Damaged, or Wrong Items (DOA)

See the Defective or Damaged on Arrival section below. These are handled separately from standard returns.

How to Start a Return

All returns require a Return Merchandise Authorization (RMA) before shipping the product back. To request an RMA:

  1. Visit Sawgrass Store Accounts to open a ticket, or contact our Care team through the site

  2. Provide your order number and the reason for your return

  3. We will respond within 2 business days with an RMA number, a prepaid return shipping label, and instructions

Products sent back without an RMA will be refused and returned to you at your expense.

Return Shipping — Free

We cover return shipping on all approved returns within the United States. When we issue your RMA, we'll email you a prepaid return shipping label. You will not be charged for return shipping.

Original Shipping Costs

The original outbound shipping cost paid at checkout is non-refundable on change-of-mind returns. If your order qualified for free shipping at checkout and you return it, no shipping deduction will apply.

Original shipping is refunded in full if the return is due to a defective, damaged, or incorrect item.

Packaging Your Return

Please pack the returned product carefully using the original box and all inside protective materials (foam moldings, inner wrapping, manuals, accessories, and power cables, where applicable). This protects the product during return transit.

Returns that arrive damaged due to inadequate packaging may be refused or refunded at a reduced amount based on the condition received.

Return Address

All returns must be shipped to the address on your prepaid label:

Sawgrass Technologies 420 Wando Park Blvd Mount Pleasant, SC 29464 United States

Pickups, drop-offs, or deviations from the label address cannot be accepted.

Refunds

Once we receive your return, we will inspect the product within 5 business days and notify you by email whether your refund has been approved. If approved, your refund will be issued to your original payment method (credit card, debit card, PayPal, or other method used at checkout) within 10 business days of approval.

In total, you can expect your refund to be processed within 15 business days of us receiving your returned item. Depending on your bank or card issuer, it may take an additional 3–10 business days for the refund to appear on your statement.

If more than 15 business days have passed since we approved your refund and you have not received it, please contact us at Sawgrass Care and we will investigate.

Exchanges

We offer direct exchanges within the same 30-day window as returns. Exchanges are available for:

  • A different size, color, or configuration of the same product

  • A different product of equal or greater value (you'll be charged the price difference before the replacement ships)

To request an exchange:

  1. Visit Sawgrass Care to open a ticket, or contact our Care team through the site

  2. Provide your order number and the item you'd like to exchange for

  3. We will respond within 2 business days with exchange instructions, an RMA number, and a prepaid return shipping label

Items being exchanged must meet the same eligibility conditions as returns: printers, hardware, and other non-consumables must be unused and in original, unaltered packaging; consumables must be unopened and in original, factory-sealed packaging. Your replacement will ship once we receive and inspect the returned item.

Defective or Damaged on Arrival (DOA)

Every Sawgrass product is inspected before it leaves our warehouse, but occasionally a product arrives damaged in transit or with a manufacturing defect.

If your product arrives damaged, defective, or not in proper working condition, you are eligible for a free replacement or full refund — including original shipping costs — provided you notify us within 30 calendar days of delivery.

To report a DOA or damaged item:

  1. Inspect your shipment immediately upon delivery

  2. Contact us at Sawgrass Care within 30 days

  3. Include photos of the damaged product and the packaging it arrived in

  4. We will issue an RMA and a prepaid return label, and ship a replacement or issue a refund as you prefer

Manufacturer warranty: Defects discovered after the 30-day DOA window are covered under the applicable Sawgrass manufacturer warranty. Warranty terms vary by product — see the warranty documentation included with your product or visit Sawgrass Ink for warranty details.

Items Not Eligible for Return

  • Products returned after the 30-day window

  • Products returned without an RMA

  • Used or opened non-consumable products (except where defective)

  • Opened consumables (ink cartridges, transfer paper, and other consumable supplies)

  • Products shipped outside the United States (we do not ship internationally)

Contact Us

Questions about returns, exchanges, or refunds? Visit Sawgrass Care to open a ticket. Our Care team typically responds within 2 business days.