Refunds & Returns Policy

1.      What do I do if I have ordered the wrong item(s)?
We will only accept return requests for items incorrectly ordered items within 1 month of the original purchase.

Returned items must be in a saleable condition, unopened and in the original packaging. Any opened or used items will not be eligible for exchange or refund.
We are sympathetic that mistakes may occur when customers place orders. However we reserve the right to decline any return requests if an item was no longer on sale from us or was custom-ordered to fulfil a particular order and therefore cannot be easily resold or returned to our supplier for credit.

Please contact us prior to returning any items. You need to contact us and obtain return authorisation from BIGshop Australia before any returned items will be accepted. Items returned without this authorisation will be rejected and returned to the customers at their expense, or else disposed of by BIGshop Australia.

Postage for the return to BIGshop Australia's specified warehouse is the responsibility of the customer. Shipping costs for the exchange items to be sent back to the customer (if required) will also be the responsibility of the customer.
Please note the following:
 
2.      What do I do if the product I received is faulty or defective?
We guarantee our products to be free from defective material and workmanship, and will therefore replace, repair or refund any faulty or defective items at our discretion.
Customers are responsible for any postage required to ship item(s) back to us for testing/inspection.

This guarantee applies to all products under normal use and service within the first 6 months from the date of purchase. Liability under this guarantee is limited to obligation to a replacement or a refund of the items concerned.

Please contact us prior to the returning of any goods, as many issues can be solved without sending goods back to BIGshop Australia. You need to contact us and obtain return authorisation from BIGshop Australia or else your claim will not be accepted. Items returned without this authorisation will be rejected and returned to the customers at their expense.

Any returned items will be subject to testing by our technical staff. If our testing shows that the returned items are defective, replacement / repairs will be made free of charge.

For toner cartridges, a copy of the sample print together with a brief explanation of the fault must be included for the return to be accepted.
If the items returned are found to be functional and not faulty as reported, the items may be returned to the customer and additional postage will be charged for the dispatch. A brief document will accompany the items indicating the results of our tests and, if relevant, instruction on how to correctly install or use the items.

Items to be returned due to being defective must contain at least 80% of the weight of the brand new items for them to be processed. Any returned items found to be damaged or altered in any way from their original condition will not be processed. Where a refund is required, (for unused, unopened cartridges only) postage costs paid by the customer are not refundable.

In addition, any points or commissions awarded to the customer as part of our promotion will be automatically deducted from the total refunded amount.
Different OEM companies also have different procedures in regards to faulty item claims. Please contact us for the most current procedures.

3.      What happens if an incorrect address was provided by a customer?
If you have provided an incorrect address but goods have not yet left the warehouse, we can change the delivery address. Please contact us on 1300 736 364 to ascertain the status of your order.

In circumstances where goods have been returned to us as a result of incorrect address (es) supplied by the customer, the additional delivery fee will be charged to the customer for the redelivery.
 
4.      What is the level of guarantee?
In cases where customers are still not 100% satisfied with any aspects of the products supplied for reasons other than those stated above, we will issue replacements or refunds for the items in question. Liability under this guarantee is limited to obligation to replace the items concerned or refund of the purchase amount (less postage).

Under no circumstances will BIGshop Australia or its employees be liable to any further consequential losses or damages resulted from the use of any products supplied.
Please contact us prior to returning any items. You need to contact us and obtain a return authorisation from BIGshop Australia before a return will be accepted. Items returned without this authorisation will be rejected and returned to the customers at their expense or else disposed of by BIGshop Australia.

In cases where a refund is required, any points or commissions awarded to the customer as part of our promotion will be automatically deducted from the total refunded amount. Postage costs paid by the customer are not refundable.

For items that were shipped under our free postage offer, the original postage incurred when sending the items to the customer will also be deducted from the total refunded amount. Please note that this guarantee applies to the compatible products only. Products are to be returned in accordance with the following conditions to be eligible for this guarantee:
 
5.      What to do if I have received items incorrectly shipped by BIGshop Australia?
If we have sent you the incorrect product which differs from what you ordered, please inform us within 3 working days of receipt. Any claims after this date will not be entertained.
Please contact us prior to returning any items. You need to obtain a return authorisation from BIGshop Australia before a return will be accepted. You will be provided with instructions for returning the unopened goods back to us. Items returned without this authorisation will be rejected and returned to the customers at their expense.
 
Additional Manufacturer Requirements
 
Brother
Brother require all faulty Item claims to be sent to Brother Australia for evaluation. Brother require a print sample, copy of the original tax invoice or proof of purchase and a print configuration report with all toner and drum returns. If Brother rejects the claim, a job sheet and the item will be returned to you with your next order. Thermal transfer rolls will be replaced only. Please note: This process may take up to 8 weeks to complete.
 
Canon
All canon items must weigh above the minimum return weight for approval. Canon ink cartridges will be tested and checked against the fault claimed. Our approval decision will be made based on the results of these tests. Canon toner cartridges must have a test page of the fault.
 
If a test page is not supplied the claim will be rejected, as we cannot pursue the claim with Canon. All items will also be checked for refilling, remanufacturing and tampering. All of which will void any warranty the item may have.
 
Epson
All Epson inks have a 6-month warranty period from the date of the original invoice. Empty Epson cartridges will not be accepted for credit.  Credits will only be issued for original Epson product being returned, compatible products will not be tolerated.
 
Fuji Xerox
BIGshop does not accept return of faulty Fuji Xerox product. End users must contact the Fuji Xerox Customer Service Centre on 1800 811 177 and follow the voice prompts to the Technical Support department. There the customer can discuss their issue with the Technical Support Team. If Fuji Xerox deems the customers claim to be substantiated then the customer will be directed to forward the faulty item to their nearest Fuji Xerox representative for assessment. If the item is faulty, Fuji Xerox will issue replacement stock.
 
HP
Hewlett Packard will not accept any expired, refilled or remanufactured ink cartridges. Ink cartridges will also be checked against HP’s minimum return weights which can be found near the back of the returns guide. If a cartridge is below this weight, then HP will classify it as empty.
To check the expiry date on HP ink cartridges, see the HP returns data page. HP toner cartridges will require a print sample of the fault, and are tested under the same process as the ink cartridges.
 
IBM
All IBM toner returns must have a print sample of the fault to be accepted for return.
 
Imation
All Imation products have lifetime warranty.
 
Konica Minolta
Faulty Konica Minolta items must be returned with print samples and/or descriptions of the fault. Items will be weighed and tested for faults by our technician.
 
Kyocera
BIGshop will only accept back faulty Kyocera consumables. These will be weighed and tested for faults by our technician. For any
D.O.A. or faulty hardware you must contact Kyocera directly on 1300 658 348 for repair or replacement.  Compatible cartridges WILL NOT be accepted in lieu of their respective genuine cartridges.
 
Lexmark
All faulty Lexmark consumables are to be returned back to BIGshop. You must return these items with print samples and/or descriptions of the fault. Lexmark toners and inks will be weighed and tested for faults by our technician and a credit will be issued accordingly.
All faulty Lexmark hardware is to be dealt with Lexmark directly. The end-user is to contact Lexmark Technical Support on 1300 362 192 and select option 3. A Lexmark technician will repair or replace the faulty unit.
 
Oki
BIGshop does not accept return of faulty OKI product. End users must contact the OKI Customer Service Satisfaction Centre on 1800 807 472 and follow the voice prompts to the Technical Support department. There the customer can discuss their issue with the Technical Support Team. If OKI deems the customers claim to be substantiated then the customer will be directed to forward the faulty item to their nearest OKI representative for assessment. If the item is faulty, OKI will issue replacement stock.
 
Panasonic
Fax rolls will not be accepted back as faulty items. If you have a problem with these items please call the Panasonic service centre. Panasonic require the following information before accepting any Toner or Drum unit for assessment; a sample of what the products are doing, meter readings of when the toner/drum was installed and a reading of when it faulted. Panasonic are very strict with this and unless they have all three they will not assess the goods. BIGshop has no option but to insist that these three items of information must be supplied to us with your Return Request or your claim will have to be denied.
 
Print-Rite
The Print-Rite returns policy is very simple & user friendly. If you have a faulty cartridge all you need to do is fill out the return request form as per usual, but you must also include the batch number, which is easily found on the side of the cartridge. DO NOT RETURN OR DISPOSE OF THE ITEM. Only when you have received confirmation of the credit, may you dispose of the cartridge, as you may be asked to return the faulty cartridge for testing.
 
Samsung
This is in relation to all Samsung hardware and consumables. If a Samsung item should fail to operate correctly within 14 days of the End User’s purchase date, please complete the Return Request Form as usual but take note that you must include a copy of your invoice to your customer as proof of purchase when faxing your request through. BIGshop cannot make a claim without this and Samsung will not authorize credit without this. BIGshop will arrange collection and pay freight for faulty hardware. A credit will only apply when Samsung have collected the item from BIGshop and deem it as faulty. This takes up to 8 weeks from the time the faulty item returns to BIGshop.
 
Should a failure occur after the 14 day period, the claim will be processed by Samsung directly, and the End User/Consumer should call the Samsung Customer Care Centre on 1300 362 603. BIGshop will not have any involvement if it is outside the 14 day D.O.A. period.
 
Sharp
Toners and Drums returned as faulty will be checked by our Sharp technician. Our technician will require specific information detailing what is wrong with the item, if insufficient information is given, the sharp technician will reject the claim. The results of our technician’s inspection will be used to determine whether the claim is accepted or not.
 
Sony
Sony media will be accepted under warranty unless purchased over 12 months from request for return date.
 
White box
If you have a faulty White Box item, please inspect the cartridge for a batch number and supply that number when you fax through the completed return form. This is usually a sticker on the cartridge itself that states “batch number” and has two lines underneath it. Not all White
Box items have a batch number sticker. If a batch number is found and supplied on the request form a credit can be given without the return of the cartridge.  However if a batch number cannot be found the cartridge must be returned to BIGshop.



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