Returns – Change of Mind

We are not required to provide a refund or replacement if you change your mind. Change of mind specifically relates to the customer changing their mind about the purchase of a product. Change of mind does not include where there is a fault with the product. See Returns – Major Problems for faults

Examples of ‘change of mind’ under Australian Consumer Law:

• Not reading the size and measurement of a product and it doesn’t fit with your own requirements where adequate details have been provided on the website.
• Found cheaper elsewhere
• No longer like the style / colour
• Ordered the wrong item or the wrong quantity
• No longer need the product

WA Library Supplies Process for Returns – Change of Mind

Change of Mind – standard, stocked products:

• Please contact us as soon as possible if you wish to return a product for change of mind. 
• We will accept returns within 30 days of purchase when products are unused and are in a saleable condition.
• A 10% restocking fee may be applicable to cover reasonable costs incurred by WA Library Supplies for the return of stocked items.
• It is the customer’s responsibility to return the product to our warehouse with the original packaging. The stock must be unused and in a saleable condition, otherwise we will not accept the return.
• On return of the products, and our acceptance that the product is unused and in a saleable condition, a full refund (less restocking charge) of the product price paid or customer credit (this does not include refunding any delivery charges) will be provided, by either an electronic transfer of funds to your bank account or a refund on your credit card or a credit on your account depending on the customer’s requirements. We will contact you once the item has been returned and assessed to discuss which method of refund you would prefer. Please make sure all products returned for credit or refund are well packaged as products damaged in transit to us cannot be refunded.

Change of Mind – Made-to-order products, specials and non-stocked products:

• No refund will be provided for change of mind.

Returns – Major Problem

You can choose a refund or exchange if an item has a major problem. This is when the item:

• has a problem that would have stopped someone from buying the item if they had known about it
• is unsafe
• is significantly different from the sample or description
• doesn’t do what we said it would, or what you asked for and can’t be easily fixed

Alternatively, you can choose to keep the item and we will compensate you for any drop in value.

If the problem is not major, we will repair the item within a reasonable time. If it is not repaired in a reasonable time you can choose a refund or replacement. Please keep your proof or purchase – e.g. your invoice.

Any damages must be notified within a reasonable amount of time in line with Australian Consumer Law. This will be dependant on if the fault could have reasonably seen at the time of the receipt of goods, or a longer amount of time if the fault could not been seen at the time of receipt of goods.

Please contact us with any issues with any product and we will do our best to assist you.

Damaged goods and claims

Goods delivered damaged (non-transit damage):

• If goods are delivered to you damaged, where damage has NOT BEEN caused by the delivery process, WA Library Supplies must be notified within a reasonable amount of time in line with Australian Consumer Law.
• Reasonable time will be dependant on if the damage could have reasonably be seen at the time of the receipt of goods, or a longer amount of time if the fault could not been seen at the time of receipt of goods.

Goods delivered damaged by transit:

• If items are damaged in transit AND it is reasonable to have noticed this damage at the time of the receipt of the items, you will need to notify WA Library Supplies within 48 hours.
• Transit claims after this period may be declined
• please advise us as soon as possible and take photographic evidence if you believe the product has been damaged in transit. For example the package looks like it us been crushed.

Shortages:

Should be:

• WA Library supplies must be notified within a reasonable time, as defined by the Australian Consumer Law
• Generally, a reasonable period would be 3 working days.
• Exceptions for this time period may be if items were delivered whilst receiver was away on leave. This does not include failure to open and check the delivery.

Product Definitions

Standard Stocked Items:

• These are items we usually keep in stock ready for immediate despatch. These items are advised on the website catalogue.

Standard Non Stocked Items:

• These are items that we advertise on the website but do not keep in stock.
• If you are notified that an item is not kept in stock you will be told an estimated manufacturing or lead time.

Non-stocked products / special buy ins:

• This includes products that are not advertised on our website and purchased specifically for a customer requesting the product.
• These products are non-refundable for change of mind.

Made-to-order goods – including items that also meet the definition of a standard non stocked items:

• Where the items include a customer’s selection of fabrics, colours, sizes or styles.
• These products are non-refundable for change of mind

Specials:

• Any product listed as having a discounted price from its original selling price.
• These products are non-refundable for change of mind

RETUNRS SHOULD BE READ IN CONJUNCTION WITH OUR TERMS AND CONDITIONS AND APPLY TO ALL TRANSACTIONS WITH WA LIBRARY SUPPLIES.