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Contact us

If you would like to report a defect in products worth under EUR 100, please contact the MediaMarkt or Saturn branch where you purchased the product.

 

If you have any questions about ISY products, please contact If you have any questions about ok. products, please contact contact@imtron.eu

FAQ

Do you have a question about an ISY product? You can find answers to frequently asked questions here!

 

General questions

My ISY product is defective. What should I do?

In the event of a defect, please contact the MediaMarkt or Saturn branch where you purchased the product.

I need the manual for my ISY product. Where can I find it?

All documents for your ISY product (e.g. manual, product data sheet, energy label) can be downloaded here as free PDFs.

Where can I find software and updates for my ISY product?

All available software and updates can be downloaded for free here.

For more information on the warranty period and conditions, please refer to the warranty card included with the product.

For more information on the warranty period and conditions, please refer to the warranty card included with the product.

Who should I contact if I have a problem with my ISY toner?

If you have any issues with your ISY toner, please call +49 180 5866 374.

Who should I contact if I have a problem with my ISY ink cartridges?

If you have any issues with your ISY ink cartridges, please call 00 800 / 4038 4000.

What will happen to my printer warranty if I buy refilled ISY cartridges?

From a legal perspective, printer manufacturers cannot refuse to honour a warranty due to the use of compatible cartridges from third-party providers. The specific cartridges used in a product are not included in warranty conditions, nor are they even a legitimate reason for refusing to honour a warranty. Any such clauses would be invalid.

The printer manufacturer may only legitimately refuse to honour a warranty if there is a clear and demonstrable connection between the defect and the use of cartridges from a third-party provider. 
The burden of proof lies with the printer manufacturer in each case.

Despite this burden of proof, many manufacturers will automatically refuse to honour a warranty as soon as they establish that cartridges have been used from a third-party provider. If a manufacturer fails to comply with its burden of proof, the users concerned should contact the manufacturer directly and insist on their legally guaranteed warranty rights. Users should demand written evidence to prove the defect has been caused by the use of compatible cartridges. If the manufacturer cannot provide such evidence, it must carry out a repair.

Our ISY ink cartridges are refilled cartridges from HP, Brother, Epson or Canon.

Are social standards observed during the production of ISY products?

We ensure compliance with high social standards when manufacturing our ISY products. The core labour standards of the International Labour Organization (ILO) form an integral part of our contracts. Since 2004, IMTRON GmbH has also been a member of the Business Social Compliance Initiative (BSCI), which was established to safeguard workers’ rights at production facilities. Some of the core elements checked within the initiative include our corporate management practice, aspects of environmental protection, occupational health and safety, and potential violations regarding the prohibition of child and forced labour. The BSCI’s Code of Conduct is based on the SA8000 standard established by Social Accountability International (SAI): Its members are obliged to regularly arrange external audits of their suppliers and meet other requirements within the scope of the initiative.

How does ISY ensure high quality?

IMTRON GmbH sets the highest standards for safety, quality, health and environmental protection when developing and manufacturing its products. Our top priority is to ensure the highest possible level of product safety for our customers.

Therefore, we commission an independent and accredited testing institute to conduct stringent safety tests on all our devices before and after production. We are aware of our responsibility and therefore ensure that our end customers only ever receive flawless products.