Returns Policy
Returns Policy
If something arrives damaged, incorrect, or faulty, we will guide you through the right next step. Returns require a Return Authorisation number, and faulty OKI products must be handled through OKI Australia Technical Support under the manufacturer warranty process.
Before you return an item
All returns must be approved before goods are sent back. Items must be in original condition, unopened, unused, and returned with all packaging, accessories, manuals, and cables. Products that are opened, written on, taped, labelled, or damaged may be declined.
RA approval required
Returns without an issued Return Authorisation number are not accepted.
Original condition only
Goods must be returned unopened and unused, in the original packaging, with all included parts and documentation.
RA label on outer carton
The RA number must be clearly labelled on the outside of the shipping carton, do not write directly on the original product box.
Return freight
Return shipping is the sender’s responsibility unless otherwise agreed. The return address is provided after approval.
Return requests must be lodged within 7 days of delivery. Missing or damaged item claims must be lodged within 2 business days of receipt.
Faulty OKI products
If your OKI product is faulty, please contact OKI Australia Technical Support first. We do not replace faulty OKI products directly. OKI Australia handles troubleshooting, warranty assessment, and any approved repair, replacement, or exchange outcome under their manufacturer process.
Contact OKI Technical Support first
Please follow the manufacturer troubleshooting process for faulty OKI devices and consumables before requesting any order assistance from us.
Warranty decisions are handled by OKI Australia
Fault diagnosis, warranty approval, and any replacement or repair outcome are handled by OKI Australia, not by GetOKI.
Keep your case number
Once you have spoken with OKI Australia, keep your case or reference number and provide it to us if you need assistance with your order details.
Need order help after that
Email info@getoki.com.au with your order number and OKI case number if you need help with the order side of the process.
Faulty OKI items are not exchanged directly by GetOKI. Please work through OKI Australia Technical Support first, as they are responsible for manufacturer warranty handling.
Credits, replacements, and timing
Once a returned item is received and inspected, and provided it meets the return conditions, a credit may be issued. If you need another item, it must be ordered separately. Return assessments and processing may take 2 to 3 weeks.
Inspection before credit
Credits are issued only after the returned goods are received and assessed against the return conditions.
Replacement items
If you need a replacement item, it must be placed as a new order. Replacements are not automatically sent in advance.
Processing time
Please allow up to 2 to 3 weeks for return processing, depending on product type and assessment requirements.
Change of mind
Change of mind returns or ordering errors may incur a 25% restocking fee. Items older than 60 days are not accepted.
Dead on arrival products
If an item arrives dead on arrival, please contact us within 7 days of receiving it. Include your order number, serial number where applicable, proof of purchase, and a brief description of the issue. If the product is assessed and found not to be faulty, a no fault fee of $100 may apply.
Important notes
- All return requests must be made within 7 days of delivery.
- Claims for missing or damaged goods must be lodged within 2 business days of receipt.
- Goods must be packed securely to prevent damage in transit.
- No return will be accepted without prior approval and an issued Return Authorisation number.
- Laser and toner cartridge returns must include a printed sample where requested for assessment.
- You are responsible for ensuring returned goods arrive safely unless otherwise agreed in writing.
- Discontinued products may have restricted return eligibility.
- Product images are for illustration only, actual products may vary.
Email info@getoki.com.au with your order number, product details, and the reason for your request. If your OKI item is faulty, please contact OKI Australia Technical Support first and include your case number when contacting us.