Warranty & Returns

  1. What is Extended Warranty?
  2. I just received my item, but it is faulty, what do I do?
  3. I have received my item but it is damaged, what do I do?
  4. How soon do I need to advise you if I no longer want an item?
  5. Where is my refund?
  6. I just received my item, but I no longer want it. Can I change my mind and return it?
  7. Does an item I am looking to buy come with a warranty?
  8. If I need to return my item, who pays for the postage costs?
  9. Can I still return my item if I no longer have the original packaging?
  10. Can I transfer my warranty to someone else if I sell them the item I purchased from you?
  11. I use you as a dropshipper and my customer has a warranty claim, what now?
  12. How long and where can I find the Warranty on my item?
  13. Can I return my item to your office for an exchange or refund?
  14. What is the procedure for Replacements and Refunds?
  15. What cannot be replaced or returned?
  16. Do you offer a No Questions Asked Money Back Guarantee?
  17. Our Full Warranty and Returns Policy
  18. LCD TVs - Dead Pixel Policy

  1. What is Extended Warranty?

    All our product have some warranty period, however on some products some of our customers feel that they would like a longer warranty period - so we offer warranty extensions for a nominal additional fee for the most relevant items.
    To purchase an extended warranty simply choose from the dropdown of Extended Warranty options offered on the product. If there's no Extended Warranty being offered then it may be that we consider it an inappropriate item for warranty extension or we simply haven't allocated an appropriate warranty extension pricing model yet.
    When you purchase an Extended Warranty, we record this with your order. In the event you need to make a warranty claim in the extended period then we will look up the extended warranty information in your order and honour it if it is still active. Contact our customer service department (click here) if you have any specific questions in this regard.

  2. I just received my item, but it is faulty, what do I do?

    All products purchased from oo.com.au come with warranties and are fully guaranteed.

    There are occasionally items that do not work as intended, or get damaged in transit. In the event of this happening with an item you have received, please email our Customer Service team on customerservice@oo.com.au and give a full detailed description of the problem, as well as your Order Number.

    Depending on the problem our customer service team will determine how best to resolve your problem with the minimum inconvenience to you.
    If it is found that the item you received is faulty then we (or the originating supplier on locally sourced products) will exchange it at no cost to you. If neither oo.com.au, nor our supplier, has any more of the product in stock, then a full refund will be provided.

  3. I have received my item but it is damaged, what do I do?

    All shipments are covered by transit insurance. If you have received an item that is damaged please contact us at customerservice@oo.com.au and advise us of the nature and extent of the damage. Please also advise us of your name, contact number and order number.
    It is important for the purposes of our insurance claims that you take digital photos of the carton as it arrives and also of the damaged articles.
    We will replace any items damaged in transit, at our cost, just as soon as we receive the damaged item back, or in many circumstances, as soon as we receive the photos. We apologise for any inconvenience.

  4. How soon do I need to advise you if I no longer want an item?

    If you decide that you do not want an item you have ordered, you may take advantage of our No Questions Asked Money Back Guarantee and return it to us. To do this you must notify us of your intention to return the item you no longer want via an email to customerservice@oo.com.au within 20 days of us dispatching your order to you.
    You must also notify us within 14 calendar days from the date of your product being dispatched from our warehouse of any damage or faults. After this time period your product's normal warranty applies.
    Click Here for our full Warranty and Returns Policy

  5. Where is my refund?

    Once we have received your returned item or the refund has been approved according to your issue, we will then send you either notification of receipt of your item and/or an email issuing you a credit Refund. The type of Refund will be based on previous discussions, as to the type of problem. You will either receive a Refund into your nominated bank account or a Credit in the form of a Coupon, which you can then use on a future purchase. If you have not received your Refund, after your approval notification, within 2 working days, please contact our Finance dept. at financeadmin@oo.com.au and we will promptly investigate why it has not been issued and rectify it.

  6. I just received my item, but I no longer want it. Can I change my mind and return it?

    Yes you may exchange your item, under our No Questions Asked Money Back Guarantee.

    Conditions apply so please click here for our full Warranty and Returns Policy

  7. Does an item I am looking to buy come with a warranty?

    Every item we sell comes with a warranty. Please refer to each product's listing page to see the warranty period applicable to that product.
    Please also click here to view our full Warranty and Returns Policy

  8. If I need to return my item, who pays for the postage costs?

    If the item becomes faulty during the Dead on Arrival (DoA) period, which is within the first 14 after we dispatch it then all return shipping costs will be covered, either by oo.com.au or a local supplier (as appropriate). During the warranty period, after the DoA period, oo.com.au or our supplier if they are managing the warranty will cover the cost of return for warranty claims.
    Should you have a change of mind and would like to either exchange the item (subject to our Returns and Warranty Policy), the return shipping will be at your cost. We recommend registering and taking transit insurance on your return postage to us as items in transit are your responsibility until received back to our warehouse.

  9. Can I still return my item if I no longer have the original packaging?

    Yes we will still accept the item, just as long as it is according to our Returns Policy Click Here (Faulty or Damaged items only)
    However, we would prefer the original packaging. Please make sure the item is securely packaged so that it won't incur further damage in transit back to us.
    NOTE - This does not apply to items that are for exchange due to your choice. In these situations, complete and intact packaging is required including all tags, manuals and accessories. The product must be returned to us in AS NEW condition.

  10. Can I transfer my warranty to someone else if I sell them the item I purchased from you?

    As you are our customer, our warranty commitment is to you.

    However if your customer is able to provide us with the original invoice number under which we sold the item to you, then we will honour the warranty to you and you can pass your rights to your customer as you wish.

  11. I use you as a dropshipper and my customer has a warranty claim, what now?

    Unlike with other online sellers who do not allow for the transfer of warranties, with us this is not a problem. The warranty that came with the product we sold you may be passed onto your customer if you are using us as a drop shipper or even if you just sell your goods onto someone else.

    The only requirement we have is that when either you or the end owner of the goods wishes to make a claim that your / they provide us with the order number on their order.
    Then they just need to follow the normal returns processes as laid out in our Warranty and Returns section.

  12. How long and where can I find the Warranty on my item?

    The Warranty information can be seen on our website, in the items information, under Warranty. While we keep a record of all sales and also of all listings even after the item is sold out, we suggest you keep a printed copy of the listing for warranty purposes.

  13. Can I return my item to your office for an exchange or refund?

    Yes you are able to drop off items to be exchanged or refunded.
    Our address is:
    oo.com.au:
    25-55 Rothschild Avenue
    Rosebery NSW 2018

    Our office hours are; Mon-Fri 9am-5pm AEST (except on public holidays)
    Before you come in, please refer to our warranty and returns policy on the link below to ensure you are able to obtain the exchange or refund.
    Please refer to our Warranty and Returns Policy for full details.

  16. Do you offer a No Questions Asked Money Back Guarantee?

    Yes we do.
    At oo.com.au we offer our customers total peace of mind when they shop with us.
    You can return any product you purchase for your money back. Please click here for full details of our No Questions Asked Money Back Guarantee as some conditions apply.

  17. Our Full Warranty and Returns Policy

    To view our full warranty and returns policy Click Here.

  18. LCD TVs - Dead Pixel Policy

    An LCD screen is typically made up of hundreds of thousands, if not millions of pixels. Because of the sheer number of pixels and the small size of each pixel, it is not uncommon for a display to have permanently dead or bright pixels after some time of use.
    The number of dead or bright pixels that a screen may have depends on a number of factors, such as manufacturing imperfections and conditions of display use.
    Dead/Bright Pixels Within 30 Days of Purchase
    You are entitled to receive an LCD screen free of imperfections. That is why our policy is to offer a replacement or your money back if you inform us of a dead or bright pixel within 30 days of purchase.
    Dead/Bright Pixels After 30 Days of Purchase (but within the Warranty Period)
    If your display develops dead or bright pixels after 30 days from order then the number of pixels and their location on the screen are important. The table below details acceptable dead/bright pixels:
    Location Acceptable Criteria
    Within 4cm from screen centre-point 1 dead/bright pixel
    Within 4cm from the vertical or horizontal midlines of the screen
    (imagine a line drawn straight up or straight across from the centre point)    		 2 dead/bright pixels
    Other areas (corners) 3 dead/bright pixels
    Please note that a replacement display may also have some faulty pixels within the above acceptable criteria. This should be considered when requesting a warranty exchange.