OSTU Returns & Refund Policy

At Office Supplies to You (OSTU), we want to ensure you have the right tools for your business. If something isn’t right, we are here to help. Our policy is designed to be simple and transparent, in accordance with the Australian Consumer Law (ACL).

1. Change of Mind Returns

We understand that sometimes you might order the wrong cartridge or change your requirements. We accept returns for change of mind under the following conditions:

Timeframe: You must initiate the return within 30 days of receiving your goods.

Condition: Items must be in original, unopened, and undamaged packaging. For printer cartridges, the factory seal must be intact. We cannot accept returns for items that have been opened or "test-fitted."

Return Shipping: The customer is responsible for all shipping costs associated with returning the item to our designated warehouse. We recommend using a trackable service, as OSTU is not responsible for items lost in transit.

No Restocking Fees: Unlike many competitors, OSTU does not charge a restocking fee for items returned in resalable condition.

2. Faulty or Incorrect Goods

If a product is faulty, leaks, or does not match the description on our Site:

Your Rights: You are entitled to a replacement or refund as per the ACL.

Process: Contact us at info@ostu.com.au immediately. We may require photos of the fault, the weight of the product or a print-quality test page.

Return Shipping (Faulty): If the item is confirmed faulty or was sent in error by OSTU, we will provide a prepaid return label or reimburse your reasonable shipping costs.

3. How to Process a Return

To ensure your refund is processed quickly, please follow these steps:

Request an RA: Email info@ostu.com.au with your order number to request a Return Authority (RA) number.

Package securely: Place the item in a sturdy shipping box. Do not stick shipping labels directly onto the product packaging, as this may void the return.

Label: Clearly mark the RA number on the outer shipping box.

Send: Mail the package to the address provided by your RA.

4. Exclusions

Final Sale Items: OSTU does not have "final sale" or "non-returnable" clearance items; our standard 30-day policy applies to all stocked goods unless they are custom-ordered services.

Services: Office installation and support services are non-refundable once the service has been performed.

5. Refund Processing

Once your return is received and inspected by our warehouse, we will process your refund within 3–5 business days. Refunds will be issued to the original payment method.

6. What is not covered? 

This warranty does not apply to:

• Damage caused by misuse, neglect, or improper storage.
• Accidental damage or unauthorised repairs/modifications.
• Normal wear and tear typical of office-environment use.
  

7. Use of Non-Genuine Consumables

Under Australian Consumer Law, the use of a third-party or compatible cartridge does not automatically void your printer warranty. OSTU supports your right to choose your supplies. Should a hardware fault occur that is unrelated to the consumable used (e.g., a paper feed issue or electronic failure), your OEM-matched warranty remains in full effect.

We stand by the quality of every product we sell. In the highly unlikely event that an OSTU-supplied cartridge is proven to have caused physical damage to your printer:

We will facilitate the repair: If a technician’s report confirms that our product caused the issue, OSTU will cover the cost of repairing or replacing the affected parts.

Expert Advocacy: Our team will help you navigate the conversation with the manufacturer to ensure your consumer rights are being respected.