Refund defective cartridge

[Irenenegri]

Hello, I changed the black cartridge with a new one (correct model, still in warranty), but the printer was giving me error as it didn’t recognise the cartridge. I followed the support instructions twice but the only solution was to eventually change the cartridge to a new one. 
I read I could ask for a reimbursement or a replacement for this defective one (it’s never been used), but I can’t seem to find a way to send an email or to start a refund process. 
How can I obtain that? 

thanks 

[zoey7886]

@Irenenegri, Welcome to the HP Support Community!  

Thanks for reaching out about your query regarding Cartridge Recognition Issues! 

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

It seems you are having trouble with your printer recognizing the new black cartridge. Here are detailed steps to resolve this issue:

1. Reinstall the Printer Cartridge:

• Make sure the cartridge is correctly installed.
• Ensure that the cartridge is inserted straight and fully into the slot.
• Close the front door properly.

2. Reset the Printer:

• Turn off the printer and unplug it from the power source.
• Wait for at least 30 seconds.
• Plug the printer back in and turn it on.

3. Verify Cartridge Model:

• Ensure the cartridge model you are using is compatible with your printer model.
• Standard-capacity replacement black print cartridge: 305A (CE410A)
• High-capacity replacement black print cartridge: 305X (CE410X)

4. Clean the Cartridge Contacts:

• Open the front door and remove the cartridge.
• Check the cartridge and printer contacts (metal or copper connections).
• Clean them gently with a lint-free cloth.

5. Check for Printer Firmware Updates:

• Visit the HP Support website (http://www.hp.com/support) and check if there are any firmware updates available for your printer model.  

Hope this helps! 

Take care, and have an amazing day!  

Did we resolve the issue? If yes, Please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!  

Regards, 

[Irenenegri]

Hello, thanks for your reply, but I already tried all this procedure twice and did not solve the issue. 
the issue was only solved changing to a new cartridge. 
My question is how I can get a reimbursement/change of this defective one? 
Thank you 

[zoey7886]

@Irenenegri, Welcome to the HP Support Community! 

We're here to help you tackle that defective cartridge! Don't worry, we've got your back! 

To get you the best assistance, we need to take this conversation to a private chat. We're inviting you to a private message to protect your privacy and ensure that any sensitive information remains confidential. 

To access your private message, just click the little blue envelope icon on the upper right corner of your HP Community profile, next to your profile name.  

We're looking forward to helping you resolve this issue! 

Stay tuned, and thanks for your patience! 

Regards,