If for any reason you are unhappy with a product purchased
Cancellation of your Order
Your right to cancel your order before dispatch of the products: You have the right to cancel your order at any time prior to dispatch of the products by us conditional upon contacting Customer Services by phone on 0333 300 0078 or by email firstname.lastname@example.org.
(i) the product(s) ordered being normally stocked by us and the product(s) not being special order items; and
(ii) the products not having been specially and/or specifically made/produced/finished to your individual specification or personalised; and
(iii) the products not having been being picked and packed ready for despatch/delivery; or
(iv) a period of 7 days not having elapsed since you receive our written acceptance of your Order for Services,
Your right to cancel an order after dispatch of the products: If you are a consumer, then subject to the exclusions set out below, you have a legal right to cancel a contract within 14 days of receiving your order from us (under the Consumer Contracts Regulations 2014). This means that during the 14-day period, if you change your mind or for any other reason you decide that you do not want to keep a product or to have the services, you can notify us of your decision to cancel the contract and receive a refund. Advice about your legal right to cancel the contract under these regulations is available from your local Citizen's Advice Bureau or Trading Standards Office.
You do not have the right to cancel your order:
(i) for a product which contains computer software, or for DVDs or CDs which have been unsealed by you, or for consumable goods which, by their nature, cannot be returned, except where a fault is discovered which could not have been discovered unless you unsealed the products; or
(ii) if the products have been specially and/or specifically made/produced/finished to your specification or are clearly personalised such as 3D Crystals from our printing services.
(iii) if the product is a postage stamp, Print or a DHL delivery service.
When the cancellation is effective: If you send us your cancellation notice by email or by post, then your cancellation is effective from the date you sent us the email or posted the letter to us. If you call us to notify us of your cancellation, then your cancellation is effective from the date you call us.
Returns and refunds
Change of mind returns: if for whatever reason you change your mind and would like to return all or any products that are the subject of your order after delivery to you, you have the right to return your product(s) to us within 14 days of delivery.
Missing, Damaged or Incorrect Orders: We do everything we can to ensure your order arrives at your delivery address in a complete and pristine condition. If you don't receive all of the products to your order please contact Customer Services by phone on 0333 300 0078 or by email email@example.com with the following information:
(i) original order reference number;
(ii) your name;
(iii) your daytime contact number; and
(iv) details of the missing Product(s).
You must inspect your products immediately upon receipt and notify us within 3 days of delivery if they arrive damaged, incomplete or not otherwise in pristine condition.
Faults caused by accident, neglect, misuse or normal wear and tear will not be:
(i) Capable of return by you to us and we will have no liability to you in relation to the same or
(ii) Covered under the relevant manufacturer's warranty; In relation to such faults, we do provide a service whereby we will return the unit to the authorised repair agent to obtain an estimate to repair the unit. We reserve the right to charge you for any costs or other liabilities incurred by us where a product returned by you to us as faulty but subsequently confirmed as having no fault found.
Within 30 days of delivery of the Product: If a product you have ordered from us develops a fault or is incorrectly described, you may request a refund, repair or exchange from us provided that you notify us of the fault or problem within thirty (30) days from the day after the date of the delivery of that product to you and you may return the products following the process set out below. A product returned as faulty or incorrect within the 30-day time period specified above will be subject to our inspection and testing to determine, at our sole and absolute discretion (acting in good faith and reasonably), that the product is in fact faulty or incorrect (as the case may be) and if it is we will exchange, or refund the price of the defective product in full together with any applicable delivery charges and any reasonable costs you incur in returning that product to us.
After 30 days of delivery of the Product: If a product you have ordered from us develops a fault after 30 days of delivery you should rely on the terms of any manufacturer guarantee that is supplied with the product in respect of which we will offer you a repair service; such repairs will often be carried out by the manufacturer's own authorised repair/service teams with whom we have arrangements in place to ensure that your product is repaired by skilled and qualified persons.
All products returned as faulty or incorrect will be checked and if found to have no fault will be returned to you.
No refund, repair or exchange will be processed until the returned products have been received back into our warehouse and have been confirmed to be faulty and/or incorrect by us.
Software will not be replaced within 12 months of purchase should the item become faulty.
How to tell us that you want to return a product: If you wish to return a product to us then please send an email to our Customer Services team by phone on 0333 300 0078 or by email firstname.lastname@example.org with the following information:
(i) original order reference number;
(ii) your name;
(iii) your daytime contact number;
(iv) the product(s) you are returning; and
(v) the reason you wish to return the product(s).
If you do not comply with this clause it may result in a delay in processing your refund.
Method of return:
Return the products to us by post. To do this you will need an RMA number: please see "Getting an RMA number" below. When returning products by post, please send them, along with your proof of purchase and your RMA number (please write this clearly on the outside of the packaging) to the address given to you at the time of receiving your RMA number. Please also include a copy of your invoice with your return and again, write your RMA number on this copy invoice. If you are posting the products, we strongly recommend you use secure packaging and an insured delivery method such as Royal Mail Special Delivery as the products will be your responsibility until received by our distribution centre. Once you have been issued with a RMA number you must return the products to us within 7 days.
- Only orders PAID IN STORE can be returned to an Office Outlet store.
- If you have PAID ONLINE please follow the process below. (This includes 'Click and Reserve' orders as they are placed online but paid for at the till in-store.)
Getting an RMA number:
i. Before you return any products to us by post you must obtain a returns authorisation number (RMA) by calling Customer Services on 0333 300 0078 or by emailing us at email@example.com.
.(i) We will then raise a "Returns Authorisation" and email it to you. This email will clearly detail the address to return the items to. Please allow 2 (two) working days from our receipt of your call or email to receiving a response.
(ii) Costs of returning products to us: The following table provides an overview of the key provisions of your statutory cancellation right:
Refund of costs of sending the item back to us if defective, damaged or incorrect item?
Refund of costs of sending the item back to us if cancellation?
Refund of original delivery costs if defective?
Refund of original delivery costs if cancelled? *
Yes, cheapest method
* Returns Costs & Methods
Office Outlet will refund the cost of sending an item back to us if it’s defective, damaged or incorrect and in many cases, we’ll provide you with a pre-paid returns label. If your return is not the result of an Office Outlet error, and you’re using a pre-paid return label, we’ll deduct the cost of the return from your refund. For returns from within the UK, costs start at £4.99. Weekend Saturday return costs start at £7.99. Please note that returns that contain multiple items, or large items, may cost more. We offer various returns methods which will differ depending on the item(s) you’re returning
(iii) Condition of products returned to us: If you return products to us, you must comply with the following conditions:
(i) the Products must be returned in its original sealed packaging together with all accessories, packaging, instructions and any other items included with it at time of sale (including free gifts). You must take reasonable care of the products and return them in its original and undamaged condition.
(ii) unless faulty, digital products can only be accepted if the software is still sealed.
(iii) a proof of purchase must be supplied.
(iv) we will not refund any items that have been specially made to your individual specification or personalised such as 3D Crystals from our printing services.
(v) Any items that arrived flat packed and required assembling, these will need to be dissembled and returned in their original packaging.
If you do not comply with the above conditions we cannot refund or cancel your order.
(i) Damaged Products: If any product returned by you to us is not in fully resalable condition or the packaging is damaged by you and you have not notified us of such within the time period, we may refuse a refund on the item, or deduct up to 20% of the original selling price from the refund amount. This does not affect your statutory rights.
(ii) Refunds: You will be notified of any refund (including as a result of a cancellation of your order) within a reasonable period of time. Refunds can only be made to the original card of purchase. We will aim to process refunds for any sum that has been paid by you for product(s) which have been returned to us undamaged and/or services cancelled in accordance with these terms as soon as reasonably practicable and in any event within 30 (thirty) days of receipt of the returned product(s) or the date we confirmed to you by e-mail that you were entitled to a refund.
(l) Legal rights: If you are a consumer, you will always have statutory rights in relation to products and/or services that are faulty, damaged or not as described. These statutory rights are not affected by the returns policy in this clause or these terms. Advice about your statutory rights is available from your local Citizens' Advice Bureau or Trading Standards office.