Defective HP toner cartridges

[MrHaynes2]

I purchased two 67XL ink toner cartridges from Walmart but they do not work. When trying to return them I was told that because the package was open I could not return it and I must contact HP for a replacement. How can I go about returning these to HP for two new toner cartridges?

[zoey7886]

@MrHaynes2, Welcome to the HP Support Community!  

Thanks for reaching out about your query regarding defective HP toner cartridge! 

We're thrilled to have the opportunity to assist you and provide a solution.  

I’m sorry to hear that your 67XL ink cartridges are not working. I’d be happy to assist you in resolving this issue. Before proceeding with a replacement request, let’s go through a few quick checks:

A Few Questions:

1. What error message do you see on the printer when you install the cartridges? (e.g., "Incompatible Cartridge," "Cartridge Problem," or "Low Ink")
2. What is the model number of your HP printer?
3. Did you try installing both cartridges, and do both have the same issue?

Basic Troubleshooting Steps:

• Restart the Printer: Turn off the printer, unplug it for 60 seconds, then plug it back in and turn it on.
• Reinstall the Cartridges: Remove the cartridges, gently wipe the copper contacts with a lint-free cloth, and reinstall them securely.
• Check for Protective Tape: Ensure the cartridges' protective tape (usually an orange or blue strip) has been completely removed.
• Update Firmware: If possible, check for any available printer firmware updates via HP Smart or the HP Support website.  

Let me know if this helps!

Take care, and have an amazing day!  

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Regards,