Refunds and Returns

Our Return Procedure

All goods to be returned, whether defective or not, will require a Return Authorisation Number before they can be returned.

To obtain a Return Authorisation Number, please contact us for a Return Authorisation form by emailing  info@pospaper.com.au. Once complete, please email it to info@pospaper.com.au 

You will need to supply the following information, most of which will be on your packing slip or invoice before we can issue a Return Authorisation Number: -

  • Name and contact details of original purchaser.

  • Our reference number

  • Part number of product to be returned

  • Date on packing slip or invoice

  • Reason for return

  • Your name and contact details.

Each Return Authorisation Number is only valid for one (1) product and must match the product authorised for return.

Return Authorisation Numbers are only valid for 7 days, so we must receive the returned product into our warehouse within this period, otherwise, the return may not be accepted.

It is the customer's responsibility to ensure that all products are suitably packaged in order to prevent damage during return shipping. The customer must not write on or attach labels to the product being returned; otherwise, the return may not be accepted.

A copy of the original packing slip or invoice, or other proof of purchase, must be included with the returned product. If such proof of purchase is not provided, we may only be able to offer a replacement product, and not a refund.

The Return Authorisation Number should be clearly visible on the outside of the product-shipping carton and addressed as directed by POSPaper staff.

For all returns, subject to any rights the customer might have under the manufacturer’s warranty or otherwise under contract or statute, the customer is responsible for all costs associated with return of the product to POSPaper and POSPaper will not pay or reimburse any associated costs.

POSPaper recommends that products returned by post be sent by registered or certified mail. POSPaper accepts no responsibility for loss or damage occurring in transit on return to POSPaper.

If a product is not “Dead on Arrival”, “Damaged in Transit” or otherwise returnable under this Shipping & Returns Policy, and is not returned to us in the original unopened packaging, it may be returned to you at your cost.

POSPaper will test all products returned as “Dead on Arrival” or “Damaged in Transit” within 7 days of receipt into POSPaper’s warehouse. Some products may need to be returned to the manufacturer for testing. If your product is in full working condition or any defects or damage can be shown to have been caused after you took receipt of the product, it will be returned to you and you will be invoiced for the processing and freight costs associated with the return. These invoiced amounts will be payable by you within 30 days of receipt of invoice.

Unless stated otherwise under this Returns Policy, manufacturer’s warranty or other contact or statute, POSPaper reserves the right to refuse any returns that: -

  • are incomplete or missing parts; or

  • are not returned in their original packaging,

  • show signs of physical damage to the product or its packaging.

  • do not include a valid Return Authorisation Number on the shipping label.

  • have an expired Return Authorisation Number.

Please understand that events such as wilful damage, misuse, unauthorised repair or tampering with a product may prevent a product being accepted for return.

Dead On Arrival Product

In the event that you receive a product that is not in working order, you should notify POSPaper immediately upon receipt of the product.

In the event that a product has a fault that appears to have been caused during its manufacture or otherwise prior to purchase (excluding, for example, faults due to wilful damage, environmental conditions or customer misuse post-purchase), you should notify POSPaper immediately upon noticing the fault so we can process the return as a "Dead on Arrival Product".

You will be issued with a Return Authorisation Number in accordance with the above procedures.

If possible, you should package and address the product for return in accordance with the above procedures (see “Return Procedures”). To minimise processing time and potential difficulties in proving the cause of damage, all "Dead on Arrival Products" must be returned to POSPaper within 7 days of purchase.

If it is reasonably determined, by POSPaper or the manufacturer, that the product is not defective, it will be returned to you and you will be invoiced a processing fee and freight costs associated with the return. These invoiced amounts will be payable by you within 30 days of receipt of invoice.

For products which are determined, by POSPaper or the manufacturer, to be “Dead on Arrival”, a credit will be issued for the original purchase price of the product returned.

Please note that events such as wilful damage, misuse, unauthorised repair or tampering with a product may prevent a product being accepted for return.

Incorrectly Shipped Product

In the event that you receive a product that is different to the one ordered (“Incorrectly Shipped Product”), you should notify POSPaper immediately upon receipt of the product.

You will be issued with a Return Authorisation Number in accordance with the above procedures.

If possible, you should package and address the product for return in accordance with the above procedures (see “Return Procedures”).

For all “Incorrectly Shipped Products”, a credit will be issued for the original purchase price of product returned.

If it is found by POSPaper that the product was shipped correctly (for example, where you have ordered the wrong product by mistake), it will be returned to you unless validly returned under one of the other policies contained in this Shipping & Returns Policy. If it is returned to you, you will be invoiced a processing fee and freight costs associated with the return. These invoiced amounts will be payable by you within 30 days of receipt of invoice.

Please note that events such as wilful damage, misuse, unauthorised repair or tampering with a product may prevent a product being accepted for return.

Manufacturer's Return Policy

If a manufacturer offers to accept an opened product for return, then we will honour the manufacturer's returns policy where it involves us as the retailer.

The manufacturer's returns policy will direct you to either:

  • Return the product directly to the manufacturer, its agent or a third party service provider; or

  • Return the product to the retailer from whom the product was originally purchased.

If the manufacturer directs you to return the product to the manufacturer, agent or a third party, then you should arrange for the product to be returned as directed and otherwise in accordance with the manufacturer’s returns policy. The manufacturer will then organise any refund, repair or replacement payable under the policy.

If the manufacturer directs you to return the product to us as the retailer, then you should contact POSPaper. You will be issued with a Return Authorisation Number in accordance with the above procedures, but you should specify that the goods are being returned under the manufacturer’s returns policy. You should also provide any additional information that may be required under the manufacturer’s returns policy.

Where possible (and to the extent consistent with the manufacturer’s returns policy),

  • you will need to package and address the product for return in accordance with the above procedures (see “Return Procedures”) and

  • you will need to arrange for return delivery of the product to POSPaper at the address listed in the above procedures.

POSPaper will not pay or reimburse any costs associated with a customer-organised shipment, unless it agrees to do so or is required to do so under this Shipping & Returns Policy.

POSPaper should receive the product within the period specified by the Manufacturer; otherwise, the return may not be authorised in some circumstances. For products which are validly returned under a manufacturer's return policy, a credit will be issued for the original purchase price of product returned less any freight costs associated with the initial delivery to you and the return delivery.

If the product has not been validly returned under a manufacturer’s return policy (or any other policy described in this Shipping & Returns Policy), it will be returned to you and you will be invoiced a processing fee and freight costs associated with the return. These invoiced amounts will be payable by you within 30 days of receipt of invoice.

Opened Product

We will not accept any opened product for return unless the product is returnable under the express terms of this Shipping & Returns Policy, a manufacturer’s warranty or other contract or statute.

Examples of conditions under which we would accept opened products are:

  • "Dead on Arrival" or "Damaged in Transit" product.

  • Product, which develops a fault due to a cause occurring prior to purchase.

  • Product that could be considered to be of unmerchantable quality.

  • Product that fails to perform to the manufacturer’s specifications.

  • Product that fails to perform as advertised.

Processing Credits and Refunds

A credit note will normally be issued within 7 days of us receiving the goods returned in accordance with this Shipping & Returns Policy, with the exception of goods that are not obviously faulty and may require testing.

Where a product is returned because you believe it is faulty and the fault cannot be observed by our internal testing, the product may need to be tested by the manufacturer. In such cases, the testing process may result in delays of up to 28 days before we can determine whether a credit note will be issued.

The credit note, which is issued, can then be used as a payment against future purchases or converted to a refund.

We will only issue refunds on request. For your security, all refunds will be made either by cash, cheque, or by applying a credit against the credit card used for the original purchase. The actual method of refund will may depend upon the payment method used for the original purchase.

In some circumstances, we may elect that a replacement product or repair is sufficient remedy instead of a full refund. This election will be at our sole discretion, but will only occur after consultation with you and in accordance with relevant warranties, other contracts and statutes. If we elect to have a product replaced or repaired, we will do this at our cost and return the product (or its replacement) to you promptly.