Returns Policy

At Officeworks, we aim to deliver you the very best products 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.

If you are not happy with your purchase from Officeworks, you can return or exchange it, or have it repaired, or a service cancelled, in accordance with the terms below.

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; and
• A government issued form of identification is presented at the time of the return (for products with a value greater than $50). This is used to confirm your identity, your name and postal address. No details such as license number or date of birth will be recorded.
• We will record your name, postal address, phone number and email address. 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.

Please note change of mind returns are not available for the following items:

• 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

Other Returns – Consumer Guarantees

The Australian Consumer Law protects consumers by giving them certain guarantees when they buy goods and services. These are known as “Consumer Guarantees”. For further information, please refer to the Australian Competition and Consumer Commission website.

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 unused services 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.

Quality Print Promise

We want you to be 100% happy with your print and copy products. If you are dissatisfied with your print & copy products, we will re-print your order for free provided that:

• Subject to your rights under the Australian Consumer Law, you must request a re-print of identical affected product/s within 5 business days of collecting or receiving your products and;
• All affected print and copy products must be returned in the same condition as they were provided to you.

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

• Subject to your rights under the Australian Consumer Law, a refund must be requested within 5 business days of collecting your re-printed products; and
• All affected print and copy products must be returned in the same condition as they were provided to you.

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

• to cancel your service contract with us; and
• to a refund for the unused portion, or to 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 of 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.

Additional things to know:

• This guarantee is offered in addition to your rights under the Australian Consumer Law. In the case of any conflict, your rights under the Australian Consumer Law prevail.
• 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.

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 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 at 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 via Afterpay, you may return the purchase in-store or by getting in touch via our Contact Us page.
• Refunds will be processed to Afterpay only, and not to credit card, cash or gift cardl.
• Once your order has been returned in-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 in-store or 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 in-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 in-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: September 2018