Our policies

Our policies are aimed to offer  :

  • Flexibility: We offer billing solutions and sales reports adapted to our customers’ needs .
  • Customer is No. 1 : All of our efforts have one goal, to satisfy the customer first. Our service culture is built into our DNA, all employees have the autonomy to make the best deicsion for customer satisfaction. 
  • Costs reduction: We recognize that it is expensive to do business and we maximize efforts to provide our customers with the most economical and advantageous solutions.
  • Technology : We supplement our human approach and listening with powerful technologies that are designed to combine economy and efficiency.

Conditions :

  • Free catalog and flyers: Our regular customers receive annually in December or January the annual catalog.
  • Orders: Orders can be made by Internet, telephone or fax; to adapt the purchasing procedure to your shopping availability, we strongly recommend that you open an Internet account (no charge). Our customer service will be happy to assist you if required.
  • Shipping:  Most orders are shipped the next business day, Monday to Friday. To get an order the next working day, orders must be placed before:
    • 4:00 p.m. (Montreal area and elsewhere in Québec)
    • 3:00 p.m. (Ontario)
    Orders placed after cutoff time, on Saturday or Sunday, will be delivered on Tuesday. Delivery is not available on weekends or evenings.
    Holidays are not considered business days.
    Expected delivery date is specified in the order confirmation email. 
  • Availability on delivery: The recipient should be able to accept the order between 8:00 a.m. and 5:00 p.m. Receipt signature for goods will be required in most cases.
    If there is usually no one during the day to your primary shipping address, we strongly suggest you to deliver your order to another address. It is possible to record other shipping addresses in your customer profile and select one of these addresses at the time of ordering.
  • Free shipping: Shipping is free on all orders $50 and over, excluding taxes and coupons. The orde will be delivered as long as credit is approved. Delivery service is available in most regions of Quebec and some ares in Ontario. By entering your zip code, we will notify you immediately if we are unable to make deliveries in your town. We use our own carriers and national carriers (Purolator, Nationex, etc.)
    We do not deliver to postal code.
  • Additional charges: Fixed fees of $7.00 is applied for orders under $50, excluding taxes and coupons.
    Fees applies for some orders whose weight or size exceeds our carriers standards. We will contact you if additional fees are charged for your order.
    Ex: Safe, furniture, etc.
  • Consumption report: Consumption report is available for customers upon request; certain conditions may apply.
  • Best price guarantee: We will meet the price offered by any canadian competitor on presentation of a copy of a dated price offer.
  • Price: The catalog and Internet prices represents, unless stated otherwise, the manufacturer suggested price. Rubanco has no control over the suggested price which are determined by the manufacturer, they are subject to change depending on the market conditions.
  • Payment terms: All sales are net 30 days. A 2% fee per month may be applied on overdue invoices. The order will be delivered as long as the credit is approved. We accept payment by credit card and bank transfer.
  • Credit card and bank transfer payment: We offer flexible options for invoice payments. We accept Mastercard, Visa and American Express credit cards. We also offer the option to pay by direct deposit upon request.

Return policy and warranty:

Guarantees: Rubanco BuroPLUS garantees a maximum satisfaction on products you order. we want you to be comfortable with all your purchases with us. We guarantee that all products purchased unopened in their original packaging can be returned within 10 days for a full refund. We also guarantee that if within 30 days of purchase a product is found to be defective, it will be replaced, repaired or credited to your account for the full value of the goods. For the sole sake of transparency, guarantees and returns are determined by the type of goods purchased, see here below.

 

  • Printing cartridges: Unopened products in their original boxes may be returned within 30 days. Defective products will be replaced according to the manufacturers’ warranties.
  • Equipment and accessories: Unopened products in their original boxes may be returned within 10 days. Defective products must include the “CUP” label and all original packaging; a label and/or missing components will result in a rejected return. Defective products returned beyond 10 days will be repaired by the manufacturer’s warranty.
  • Software: Products in their original, unopened packaging can be returned within 10 days. Copyright prevents us to exchange the product only if it is defective.
  • Special orders : Special orders cannot be returned, exchanged or refunded.

Returned merchandise: No merchandise may be returned without an authorization for this purpose.

 

Return costs: Cost of 15% may apply for a return if the time above mentioned is not respected. The costs relating to goods returned is borne by the customer unless the item is faulty or if we have made a mistake in the order.

 

If you are not satisfied with your order, Rubanco can refund or exchange the items ordered. Contact customer service to obtain a return authorization number, which is required for all returns. Items must be intact and returned within 30 days of the date of delivery. Computer and electronic products must be returned within 14 days of the date of delivery.

 

All products must be returned in their original packaging, including all manuals, parts and accessories and a copy of the invoice or delivery note. Packages or incomplete packages will be refused.

 

Books, software and media media (CD, DVD) opened (without their plastic wrap) can not be returned or refunded. If they are defective, these items will be replaced with an identical title or article. The refund will be credited to the card used at the time of purchase. The costs relating to return of goods is borne by customers except:

  • if the item is defective
  • if we made a mistake in the order

In these cases, we will send a carrier to pickup the goods at your home or office. We will assume control costs of items that we replace.

 

Special orders: Any product placed within a special order can not be returned or exchanged. Fees may apply for some orders whose weight or size exceeds the standards of our carriers. We will contact you if additional fees are charged for your order.

 

Ex. : safe, furniture, several boxes of paper, etc.

 

Merchandise return costs are borne by the customer, except for defective products and operating errors on our part.

 

Return costs: Costs of 15% may apply for a return if the time above mentioned isnot respected. The costs relating to return of goods is borne by the customer unless the item is faulty or if we have made a mistake in the order.

 

Out of stock products: If an item is out of stock at the time the order is processed, we will notify you by email the next day. Additional shipping charges will not be added if the new total is less than $50.

 

Recycling program : We offer print cartridges and batteries returns for recycling. Contact our customer service for details.