My toner had some sort of small light line on the printouts so I called them hoping for a replacment. They instead referred me to call Xerox directly and said Xerox takes care of returns directly. I called Xerox and after some slight hassle with their phone system, and answering a few questions from a Xerox Tech, I got a reference number and I was told I would get a replacement the next day.
I did get the replacement in the morning via air shipment direct from Xerox & it solved my problem.
Not sure if I would order again from them as seems that they should have done the legwork and done the return directly, but since all taken care of in the end, I am not upset.