Officeworks Denied Return for Change of Mind within 30 Days of Purchase

LImTheMaddest on 08/10/2020 - 17:13

I recently bought some AirPods from Officeworks, I liked them but unfortunately they weren't a good fit for my ears and kept falling out, so I decided to exchange them for the Pro version.

I went back to the officeworks I bought them from with the receipt and box, but they denied my return citing COVID reasons.
I am still within the change of mind period and was verbally told I could bring them back if they weren't a good fit when I bought them.

Nothing on their site mentions this and I definitely wouldn't have purchased them from OW had I known this upfront. My mate was able to return regular AirPods and get the Pro's a few weeks back at Big W.

Is this even legal? Do I have any recourse besides trying to sell them on Gumtree?

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Comments

  • savemore on 08/10/2020 - 17:16
    +6

    Not that this is the same item, but I know my Dad bought a pair of bluetooth headphones from Target so he could use them with his Fetch box. Unfortunately the sound quality was rubbish, so he returned them. The store asked if he was certain that he didn't want them, as they had to throw them out due to COVID-19. I suspect this would also be Officeworks policy, although AirPods would be about 10 x the price my Dad paid for the bluetooth headphones.

  • apsilon on 08/10/2020 - 17:22
    +53

    100% legal, they don't have to offer change of mind at all. The fact they do is a bonus but as it says in the T&C the item must be unused and I think this is a good idea where hygiene is a concern.

    • ImTheMaddest on 08/10/2020 - 17:30
      +3

      Ah I see, thats a bummer.

      I've refunded a couple items at Officeworks over the years and always had a pleasant experience, one time a year later and without a receipt.

    • ascorbic on 08/10/2020 - 21:52
      +7

      Would be 100% legal had it not been for this:

      verbally told I could bring them back if they weren't a good fit when I bought them

      • dizzle on 08/10/2020 - 22:14
        +2

        That's can be open to interpretation depending on what was actually said. He could actually have asked "can I return them if they are not right" to which the staff would probably assume it's sealed and unused and say yes.

        According to the website policy, change of mind must be "in re-saleable condition, including its original packaging (if any), is unused and as sold". Apple themselves may make an exception and allow officeworks/bigW to return the items to them for repackaging, but would you want to buy a pair of in-ear headphones that someone else has tried on (assuming officeworks just puts them back on the shelf)?

        • ascorbic on 08/10/2020 - 22:26

          The website policy doesn't matter if the salesperson stated otherwise. Unfortunately, it's very much a he-said-she-said situation.

          would you want to buy a pair of in-ear headphones that someone else has tried on (assuming officeworks just puts them back on the shelf)?

          No. However, this is irrelevant. If they said they accept returns on earphones which have been tried on, they must. Whether they can resell them doesn't make a difference.

      • pjcook on 09/10/2020 - 13:33

        Not worth the paper it was not written on….

  • QW3RTY on 08/10/2020 - 17:24
    +10

    From their website:

    If you have changed your mind about your purchase, Officeworks will be pleased to offer you a refund or exchange provided that:

    • You return the item within 30 days of purchase
    • You produce a satisfactory proof of purchase (being your original register receipt or online proof of purchase, such as a tax invoice)
    • The item is in re-saleable condition, including its original packaging (if any), is unused and as sold

    It appears your return doesn't strictly meet the requirements of the '30 Day Change of Mind' returns.

    But you can always try your luck with a sob story through corporate?
    Their phone number is 1300 633 423.

    • try2bhelpful on 08/10/2020 - 17:28

      Yeah, I was about to point out the “unused” bit as well.

    • ImTheMaddest on 08/10/2020 - 17:32

      Interesting, Big W uses the same language but took my mates AirPods.

      Oh well I guess, lesson learnt.

      • try2bhelpful on 08/10/2020 - 17:35
        +14

        I’m surprised they don’t exclude earbuds in general. Sort of like places not taking back underwear and swimwear: not something you want to get a “second” on.

        • ImTheMaddest on 08/10/2020 - 17:45

          That's fair, In my audiophile days i'm a little disgusted to say I have bought used IEMs with foam tips.

  • PissLUR on 08/10/2020 - 17:28
    +5

    change of mind is for unused item.

  • Ocker on 08/10/2020 - 17:32
    +7

    Would I want to buy a pair of AirPods that have been stuck in your ears numerous times, COVID or not - how gross, no way!!

    • HardQuiz on 08/10/2020 - 17:50
      +1

      OP says

      kept falling out

      It clearly never stuck :D

    • ozbjunkie on 09/10/2020 - 09:09
      -3

      I just don't get this thinking.

      Ear wax isn't particularly tasty, but you're not sucking on your earphones.

      Are you really that terrified of someone else's earwax touching your ear?

      Have you caught public transport, used a public telephone in your life, held on to an escalator handrail? Pulled your own chair out in a restaurant?

      Give it a wipe with an alcohol swap and be happy.

  • monky on 08/10/2020 - 17:34
    -8

    OP a better idea would be to claim the headphones don't work and get a refund for fault. Technically speaking they wouldn't even test them because of "THE COVID" and should just throw them in the bin. (get them from the bin after the store closes and give them to me)

    You could also argue the "fit for purpose" part of the AU consumer guarantee: As in they don't FIT your ears and therefore aren't fit for purpose :^)

  • Willco88 on 08/10/2020 - 17:36

    Very much germs in your ears

  • try2bhelpful on 08/10/2020 - 17:38
    +2

    https://www.kogan.com/au/buy/comply-softconnect-2-pair-in-ea…

    Not sure what the “fits issue is but it might be worth looking into something like these. I’ve used similar for other types of ear buds and they’ve been pretty good.

    • ImTheMaddest on 08/10/2020 - 17:41

      Wow that's perfect, thanks for the link. You've just solved my problem :)

  • Orico on 08/10/2020 - 18:04
    -1

    AirPods

    Get some headphones

  • Tee Rex Arms on 08/10/2020 - 18:11
    +7

    Yuck no one wants your grubby used pods

  • [Deactivated] on 08/10/2020 - 18:47
    +1

    I’ve sold some on eBay used. Op the pros may be no better I returned mine couldn’t get a good fit, even the AirPods left one falls out for me when walking, I just use right one for calls and walking the dog lol.

  • salrock on 08/10/2020 - 19:12
    -2

    Bikies

  • NotAnAudiophile on 08/10/2020 - 19:46

    Lol I sold airpods pro used too.

  • Iluvfreebies-freeDel on 08/10/2020 - 21:31

    You can try Ear pads for Airpods, so they don't fall off- https://www.aliexpress.com/item/4000996607768.html?spm=a2g0s…

    Otherwise sell them ebay/facebook and get the pro.

  • watwatwat on 08/10/2020 - 22:21
    +2

    Buying and putting airpods in your dirty ears and then try to return them due to change of mind? Nahhhhhh.

  • Travis J on 08/10/2020 - 22:37
    -5

    they denied my return citing COVID reasons

    So if there were no COVID, what would they have done? Accept the return, package it up then put it back on the shelf?

    The item is in re-saleable condition, including its original packaging (if any), is unused and as sold

    Take it to another Officeworks and tell them you just opened it up, looked at it then put it back. Never used.

  • miwahni on 08/10/2020 - 23:29

    Not sure if this will work for you, but I found with my Huawei Freebuds I get a better fit if I use them in the "wrong" ears; if I use them the right way round they fall out when I'm walking, but in the wrong ears they stay put.
    Of course I might just have weird shaped ears but it's worth a try.

  • phila63 on 09/10/2020 - 07:56
    +2

    What works for me is lift the top tip of the ear up, put pod in, let ear go. May need to jiggle the pod for a firm fit before letting the ear go.

  • OzHunterNSW on 09/10/2020 - 09:44
    -5

    Have you been diagnosed with Covit?… NO
    They sold you the item without any qualms regarding "Covit"…. so why suddenly "Covit" suddenly overrides their Store Policy?

    Ask to speak with someone more professional… speak with the Manager… or take matter to Tribunal.

    • Ughhh on 09/10/2020 - 10:17

      so why suddenly "Covit" suddenly overrides their Store Policy?

      Store policy is no change of mind returns unless item is unused. What is overridden exactly?

  • Tigercjn on 09/10/2020 - 10:54

    They are unused as when you tried them they keep falling out so you cant use them.

    • Ughhh on 09/10/2020 - 11:30

      So you would consider ops buds as "new and unused", you would buy it at shelf price?

  • hikaru78 on 09/10/2020 - 12:13

    am i on the right site. i must have jumped onto ozitakenorepsonbilityformydecisions.com.au by mistake?

  • Sensiekatie on 09/10/2020 - 13:26

    Woolworths here now have signs up saying they no longer take back any goods for change of mind.

    When I started nursing many years ago, there were stethoscopes that were shared by multiple people on the BP machines (manual). I started out with my own stethoscope and was so glad I did. My very first ward, someone had an ear infection and passed it around to the rest.

    You cannot even try on earrings and other jewellery anymore - and that is pre-COVID.

    However, in your case the item is not suited for purpose sold. They fall out. It is worth trying that angle as it isn't a sole change of mind.

  • HeWhoKnows on 09/10/2020 - 16:03

    OP is 100% UNREASONABLE!

    If I returned Airpods after using them would OP be prepared to buy them?????

    Hohum I think not. Not for COVID19 reasons. Not for health reasons. Not for any reason.
    Isnt that right OP?????????????

    Change of Mind applies only when the item has NOT BEEN OPENED / USED.

    And no store is bound to refund due to change of mind.
    Its not a valid reason to ask for an exchange or refund. Nope >not at all
    Lets get that straight too.
    And store policy is not binding by law either.

    So OP I suggest you withdraw this post and apologise for inconvenience caused to everyone (including officeworks) and next time be much more reasonable with your expectations! (or should I say demands?)

    • try2bhelpful on 09/10/2020 - 16:11
      +1

      OP has already said “lesson learnt”.

      May I, humbly, suggest you take a chill pill. Nobody made you read this post so you have, only, inconvenienced yourself. We have given the OP some options that may provide him with some ear tips to overcome the issue he has with the AirPods.

      Nothing to see here, move on.

  • eggles01 on 09/10/2020 - 18:17
    -2

    I cannot understand how many commentors on the OzBargain site cannot either read properly or are so confused as to understanding of what is being said (printed),
    this PROBLEM IS NOT A CHANGE OF MIND,this is about an item that this person purchased with full intentions of using the item ,so it is not suitable for intended use so if it does not fit it is unuseable for purpose of use,
    the WoolWorths change of mind policy was implemeted because of the COVID PANIC BUYING especialy on toilet paper,I remember seeing on tv a couple did nothing all day(s) just driving to shops buying it in the end they had a room full of it and of course when they realised there was no need for that panic buying they tried to get their money back.

  • eggles01 on 09/10/2020 - 18:18
    -2

    I cannot understand how many commentors on the OzBargain site cannot either read properly or are so confused as to understanding of what is being said (printed),
    this PROBLEM IS NOT A CHANGE OF MIND,this is about an item that this person purchased with full intentions of using the item ,so it is not suitable for intended use so if it does not fit it is unuseable for purpose of use,
    the WoolWorths change of mind policy was implemeted because of the COVID PANIC BUYING especialy on toilet paper,I remember seeing on tv a couple did nothing all day(s) just driving to shops buying it in the end they had a room full of it and of course when they realised there was no need for that panic buying they tried to get their money back.

  • Strahany on 10/10/2020 - 11:42

    When working in sales, we’d get people wanting to return things unreasonably, like this, a couple times a month. Whenever they’d invariably complain about not being able to return it, I’d ask them a simple question:

    “If, when you bought this in the first place, I handed you an opened and used item, would you have happily taken it or demanded a new one?”

    If you wouldn’t have taken a used set of AirPods when you purchased these, then why are you expecting someone else to do it, or for officeworks to “buy back” an unsellable item?

    • ImTheMaddest on 10/10/2020 - 11:58

      To be fair, them citing COVID reasons is why I made this post. If they had just said no - our policy does not take change of mind returns for opened items I would have accepted it.

      When they said COVID reasons I thought they had arbitrarily changed their returns policy, hence I felt it was unfair.

      As for not re-selling returned items, I didn't know that was how it works. I kinda assumed they would take returns for opened items like most other stores, might be worth the loss of a hundred bucks here and there to them to increase customer buying confidence.

  • DealBreaker85 on 08/03/2021 - 18:14

    Old post, but I was able to return my Jabra Elite Active 75t at Officeworks as they kept falling off my ears with all the ear tips provided. I emailed Jabra support, and they asked me to go to the reseller (which is Officeworks) for replacement/refund. In such cases, I guess, buying directly from Jabra/Apple(for airpods) is a better option, since they would happily replace/refund.

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