Returns Policy

At Officeworks, we aim to deliver you the widest range at everyday low prices.

We understand that there may come a time where you need to return a purchase from us and we want to make the returns process as simple and easy as possible for you.

We have a range of ways you can return an item. All items purchased can be returned in store, while items purchased online can be returned using our return application form. Alternatively, you can exchange your item, or have it repaired, or a service cancelled, in accordance with the terms below.

Consumer Guarantees

Our goods and services come with guarantees that cannot be excluded under Australian Consumer Law. For major failures with the service, you are entitled to:

• cancel your service contract with us; and
• a refund for the unused portion or compensation for its reduced value.

You are also entitled to choose a refund or replacement for major failures with goods.

If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done, you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund for any unused portion. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.

Change of Mind Returns – 30 Days

If you have changed your mind about your purchase, Officeworks will be pleased to offer you a refund or exchange provided that:

• You return the item within 30 days of purchase
• You produce a satisfactory proof of purchase (being your original register receipt or online proof of purchase, such as a tax invoice)
• The item is in re-saleable condition, including its original packaging (if any), is unused and as sold

A government issued form of identification must be presented at the time of the return in order to confirm your identity (for products with a value greater than $50).  Personal information collected from you at the time of the return will only be used for the purpose of verifying and processing the return.  We will record your name, postal address, phone number and email address.  Your licence number and date of birth will not be recorded.  These details are collected in accordance with our Privacy Policy and Collection Statement.

If you are unable to provide a satisfactory proof of purchase, Officeworks may, at its absolute discretion, provide you with an exchange or Officeworks gift card to the current value of the item.

Unless Australian Consumer Law applies, please note change of mind returns are not available for the following purchases:

• Software and other downloadable material
• Prepaid business services which have been activated and / or used
• Gift cards, mobile phone recharge and iTunes cards
• Special orders
• Custom Print & Copy products

Faulty Goods Returns

If you believe you have purchased a faulty product, you must provide proof of purchase to receive a refund or replacement product. Proof of purchase may be your original register receipt, credit card statement or any other form of evidence.

Officeworks may have the faulty product assessed by a third-party certified repair agent to determine the nature and cause of the fault. Officeworks reserves the right to decline an exchange, refund or repair where any product fault is caused by misuse or neglect.

Quality Print Promise

We want you to be 100 per cent happy with your print and copy products. In the event that you are dissatisfied, we will re-print your order for free provided that:

• Subject to your rights under Australian Consumer Law, you request a re-print of identical affected product/s within five business days of collecting or receiving your products; and
• All affected print and copy products have been returned in the same condition as they were provided to you.

If you’re still not happy, we’ll refund your money, no questions asked provided that:

• Subject to your rights under Australian Consumer Law, you have requested the refund within five business days of collecting your re-printed products; and
• All affected print and copy products have been returned in the same condition as they were provided to you.

Additional things to know

If your products were delivered to you, we will cover the cost of re-delivering your products. If you ask for a refund, we will also refund any delivery fee you paid.

This guarantee applies only to the quantity of print & copy products which you are dissatisfied with. This may be less than the entire order quantity.

Print & Copy print guarantee does not apply to print & copy products which match a physical proof which you approved prior to production of those products.

Production times for reprinted products are the same as for the original order.

General Note about Returns

You must provide proof of purchase to make a claim and Officeworks reserves the right to decline an exchange, refund or repair where a fault is caused by misuse or neglect.

For Prepaid Business Services, you may cancel a service which you have activated and claim a refund for the unused portion if there is a problem with the service. Requests for the cancellation of a service may need to be submitted to the service provider.

If you experience activation problems with Prepaid Cards or Special Activation Codes provided by third parties, we recommend that you contact the third-party service provider for assistance in activating any credit entitlement, as Officeworks is unable to independently determine the validity of these codes.

Manufacturer Assistance

Many manufacturers have dedicated support centres designed specifically to deal with issues in relation to their products and may be able to provide a quicker assessment of, and remedy for, any issue with your purchased product. You may, therefore, prefer to contact the manufacturer directly although you are not obliged to do this. If at any time you are not satisfied with the manufacturers remedy in relation to your legal rights, you can contact your nearest Officeworks store. Officeworks may also return the product to the manufacturer to determine the nature of the problem.

How to return your Officeworks purchase

All Officeworks purchases can be returned to any Officeworks store Australia-wide.

Refunds can only be paid in the same tender as the original purchase or refunded to the account used to pay for the item in the case of a 30-day business account holder.

Where a credit card attached to an original purchase cannot be produced, the refund will be processed to an Officeworks Gift Card.

Afterpay

Where the original purchase was made using Afterpay, you may return the purchase in-store or by getting in touch with us via our Contact Us page.

Refunds will be processed to Afterpay only, and not to credit card, cash or gift card.

Once your order has been returned to an Officeworks store or picked up by a returns driver and receipted at our Customer Fulfilment Centre, we will send notification to Afterpay of your return.

For more information, please contact Afterpay on 1300 100 729 or visit the Afterpay website https://www.afterpay.com/en-AU/terms.

PayPal

Where the original purchase was made via PayPal, you may return the purchase by getting in touch with us via eBay Messaging or via our Contact Us page.

Refunds will be processed to PayPal only, and not to credit card, cash or gift card.

Once your order has been returned to an Officeworks store or picked up by a returns driver and receipted at our Customer Fulfilment Centre, we will send notification to PayPal of your return.

For more information, please contact PayPal on 1800 073 263 or visit the PayPal website https://www.paypal.com/au/home

Zip Pay and Zip Money

Where the original purchase was made via Zip Pay or Zip Money, you may return the purchase in-store or by getting in touch via our Contact Us page.

Once your order has been returned to an Officeworks store or picked up by a returns driver and receipted at our Customer Fulfilment Centre, we will send notification to Zip of your return.

Refund payments for purchases made using Zip Pay or Zip Money can only be paid back into your Zip Pay or Zip Money account.

If you opened a new Zip Money account for your Officeworks purchase and paid Zip an account establishment fee, the account establishment fee will not be part of your Officeworks refund.

For more information, please contact Zip here: https://help.zipmoney.com.au/hc/en-us

Privacy

Officeworks takes the privacy of customer data seriously. Please be aware that data (including, but not limited to, images, music and video) may be lost during the repair process of electrical and electronic products. It is the responsibility of the customer to ensure that all personal data is deleted before the product is returned to Officeworks.

Information on how we collect, use and store personal information can be found here: https://www.officeworks.com.au/information/policies/privacy-policy.

Personal information collected from you at the time of the return will only be used for the purpose of verifying and processing the return.

Last Update: June 2019