At Melbourne Office Supplies, our customers' satisfaction is our number one priority. We understand that sometimes you will need to return something you have purchased from us, and are happy to accommodate that, within the following guidelines:
Except where goods are faulty, return of goods or refunds should be requested within 14 days of the invoice date. A restocking fee of up to 20% of the price of the goods may be charged (except in the case where the goods are faulty).
Once the return has been approved, the customer will be sent a return authorisation form which should be signed and returned with the goods to our warehouse on 8-10 Healey Rd. In the case of a change of mind, the customer will need to arrange the return of the goods to our warehouse at their own cost. If wrong goods were supplied or the goods are faulty we will usually arrange for the goods to be picked up.
Please be aware that our couriers are not authorised to accept returns on our behalf when making a delivery unless a new shipping label for the return has been attached to the package. If a pick-up has been approved, the goods must be given to a MOS representative or to the courier specified on the new shipping label. Failing to do so - MOS will not be liable for the goods, and payment will be due unless the goods have been received into our warehouse.
Please allow up to 14 business days for our warehouse to process the return. In the case of refund to a credit card it may take an additional 5-7 business days for the refund to show on the credit card statement.
Products that are not usually stocked, and have been bought in for the fulfillment of your order are usually non-returnable, unless we are able to return them to our supplier. If we incur restocking fees we will need to pass it on to the client. We will also pass on any freight charges that are associated with the return of the item.
Items that are covered by Australian Consumer Law as requiring a replacement or refund are re-invoiced at the time of replacement. The original invoice will be credited once we receive a credit from the supplier. This process can sometimes take some time longer than regular returns. In the case of faulty toners please include a sample print with the toner so the supplier can see what is wrong. In the case of a non major failure, you are entitled to get the item repaired or replaced by the supplier, as outlined in the ACL.
We try to be as flexible as possible with returns and treat each case on an individual basis within the above guidelines. Please contact us on (03) 9553 0822 or come visit us at your local branch for assistance.