FAQ
RETURN AND EXCHANGE POLICY
Stationery World’s Conditions for Exchange and Return
(Applicable for Both Online and Offline Sales)
At Stationery World, our customers’ satisfaction is important to us. Hence we understand the need for us to resolve situations in which what was delivered is not up to expectations. We drafted out the policy with fairness and your interest at heart.
Allow us to list the different situations in which this may occur:
- All Items (Except Toners and Cartridges)
- Toners and Cartridges (All Brands except HP’s Toners and Cartridges)
- HP Toners and Cartridges
- Office Machines (example: Shredders, Cheque writer, Laminator)
1. All Items (Except Toners and Cartridges)
Situation 1: What was delivered is not what you ordered or is faulty.
Stationery World will definitely exchange the item without a doubt. Please allow us a 2-3 days grace.
Situation 2: What was delivered is not up to your expectations or the order was placed wrongly.
- Only purchases made in the last 7 working days (Excluding Sat, Sun and Public Holidays) can be exchanged. Just inform our friendly sales person within 7 days of purchase.
- We can do either a 1-to-1 exchange or issue a credit note for the item. To note that for easy accounting purposes, we do not do refund cash. We will refund in terms of credit note for customer’s next purchase.
- Collection/exchange of the item would be during the next time we deliver an order to your office. Should an urgent exchange be done, we advice customer to drop by personally to our office (Ubi) or outlet (Telok Ayer). Just make arrangement with us before coming down. If you are unable to come down personally and/or have no order to place, we can make a trip to your office for the exchange with a delivery fee of $10/trip.
- After informing us the need for exchange/return within 7 days of the purchase, the actual exchange/collection must be made within one month’s of your purchase, otherwise we would not be able to fulfill it.
- Goods are only exchangeable if returned to us in condition as delivered (in original packaging with all accessories).
- Special Ordered Items CANNOT be exchanged or returned.
Should we find that the exchanged items were tampered with upon its return to headquarter, we seek your understanding in Stationery World voiding the exchange.
Stationery World seeks customer’s help to facilitate the ordering process. Our sales people and Stationery World Online Team are always available to answer any product queries. We also strive to make the website as informative as possible but should there be instances in which any item shown lacks crucial information you need, we appreciate if you could call us/email to clarify before making the purchase.
For Online Customers, when in need of clarification on any products, you can also type the query on Remarks Section at shopping cart upon confirmation of your order. We will look into the enquiry/request upon receiving the order and will get back to you through telephone.
We also seek customer’s cooperation to check all orders (i.e. online check-out cart, email order or offline fax quotation) before confirmation.
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2. Toners and Cartridges (All Brands except HP’s Toners and Cartridges)
Situation 1: Purchased Toners and Cartridges are faulty.
We will do a collection and send it back to the manufacturers for repair. We will deliver back the toners and cartridges after they are repaired, together with your regular order. Should there be no pending order at that point of time when items are repaired, we recommend customers to self collect.
Situation 2: The wrong toner or cartridge model was ordered.
- Only purchases made in the last 7 working days (Excluding Sat, Sun and Public Holidays) can be exchanged. Just inform our friendly sales person within 7 days of purchase.
- We can do either a 1-to-1 exchange or issue a credit note for the item. To note that for easy accounting purposes, we do not do refund cash. We will refund in terms of credit note for customer’s next purchase.
- Collection/exchange of the item would be during the next time we deliver an order to your office. Should an urgent exchange be done, we advice customer to drop by personally to our office (Ubi) or outlet (Telok Ayer). Just make arrangement with us before coming down. If you are unable to come down personally and/or have no order to place, we can make a trip to your office for the exchange with a delivery fee of $10/trip.
- After informing us the need for exchange/return within 7 days of the purchase, the actual exchange/collection must be made within one month’s of your purchase, otherwise we would not be able to fulfill it.
- Goods are only exchangeable if returned to us in condition as delivered (in original packaging with all accessories).
- Special Ordered Items CANNOT be exchanged or returned.
Situation 3: My printer is spoilt and we have no use for the toners and cartridges bought from Stationery World.
Our Service:
We can collect back the toners and cartridges and sell them on your behalf.
Conditions:
- Customer must purchase from us a set of toners and cartridges which their new printer can use.
- The toners and cartridges returned for this scheme must not be purchased more than 3 months ago
- Once the toners and cartridges are sold, we would refund customer in terms of a credit note.
- As this is a service on our part, we would not return customer 100% value of the toners and cartridges after we sold the unit on your behalf. And instead only a certain percentage of the purchased price would be refund back in the form of a credit note. However if the return is within 7 days of purchase, we can refund 100% of the purchased price (See table below):
For Cartridges and Toners Returned in Condition as Per Condition Last Sold
| Last date of purchase | Stationery World will sell the units on behalf of customers. SW to return customer AFTER sale in the form of a credit note |
| More than 3 months | We are unable to sell on customer’s behalf. |
| 1 month to 3 months | Credit note issued after sale= minus 30% of customer’s purchased price |
| Less than 1 month | Credit note issued after sale= minus 20% of customer’s purchased price |
| 7 days or less | Credit note issued after sale= FULL customer’s purchased price |
If we are unable to sell the toners and cartridges within 6 months, we would return customer the units.
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3. HP Toners and Cartridges
Situation 1: HP Toners and Cartridges are faulty.
In line with HP’s policy, we regret to inform that we cannot accept any faulty HP toners and cartridges on their behalf. Customers have to return unit to HP’s customer service centre at the following 2 HP Customer Service Centers.
Alexandra Technopark
438A Alexandra Road
Blk A (Lift Lobby 2) #02-08 Singapore 1199667
(Opposite River Valley High)
Toll Free- 1800 2725333
Hotline- 6272 5300
Fax- 6273 1146
Benon Industries
1 Rocher Canal Road
#06-75 Sim Lim Square
Singapore 188504
Tel: 6334 7055
HP Service centers need a copy of your report, illustrating the problems printer had with the faulty toners and cartridges. We urge customers to call their service centers to understand all requirements before making the trip down.
Situation 2: The wrong toner or cartridge model was ordered.
Our Service and Conditions are as per the Non-HP Brands. Please see here
Situation 3: My HP printer is spoilt and I have no use for the toners and cartridges bought from Stationery World.
Our Service and Conditions are as per the Non-HP Brands. Please see here.
4. Office Machines (example: Shredders, Cheque writer, Laminator)
Situation 1: Machines are Faulty.
If the machine is still under warranty, we will do a collection and send it back to the manufacturers for repair. We will deliver back the machine after they are repaired, together with your regular order. Should there be no pending order at point when items are repaired, we recommend customers to do a self collection.
Situation 2: The machine delivered is not up to your expectations. Or you ordered a wrong machine.
Stationery World would work with our suppliers to review the case and try to help customer obtain a favorable solution. Returns/Exchange would be given on a case to case basis, depending on the different exchange/return policies of the supplier.