For information that i have experience dealing with Master Distribution Solution. The service provide by the company is very good inclusive of the replacement of stock or refund of payment. U must provide the company full detail such as printer model, serial number (for replacement or claim), full name and account number (for refund of payment).
I have experience in refund payment to me by the company. I provide the full name & a/c no (name & a/c no must be the same with bank data). They take about 14 working days to refund to me.

Mr Mark did you provide them such information ??

Hope my experience will help you to solve your problem.