Active Office want all our customers to be satisfied with the quality of our goods and service. We pride ourselves in delivering quality products at very low prices. Please see below our full returns procedures, a seperate policy is in place for furniture items which can be also found below.
Cancelling an order
If you have just placed and wish to cancel an order before we deliver the goods, just call us or email us, we're open between 08.45am to 5.00pm Monday to Friday.
If you wish to cancel your order after the products have been delivered, please refer to the returns section below.
My item is damaged or faulty
If any goods were damaged in transit, we require you to report it to us within two working days. If the items are visibly damaged on receipt, you should advice the driver that you do not want to accept the delivery. We will then arrange the replacement items to be sent to you within 24 hours, subject to stock availability.
If your product is faulty or should become faulty, you can obtain a replacement or refund within 12 months of purchase - you must be able to provide your order number. This also applies to all ink and toner cartridges.
Wrong item received
Please contact us as soon as you're aware and we will arrange a collection and re-delivery of the correct item.
Please note, if you do not report within 48hrs of receipt of the delivery, we reserve the right to refuse a replacement.
Returning an item
Please contact our customer services team by phone or email with your order ID and the items you wish to return.
We will endeavour to arrange a collection date at your convenience.
I have changed my mind, can i get a refund?
If you have changed your mind within 30 days from the day after the goods were delivered, then you are entitled to a full refund. You must take good care of the goods until they are returned to us. In particular this means that you will:
- Return the product in good working condition with all packaging undamaged or opened, manuals, cables etc to be included*
- If purchasing software, it must not be opened or installed.
- We will refund the price of the Goods (if a refund is applicable) to you less any deductions once the Goods have been examined and within 30 days of their collection from you.
*Excludes Furniture - see seperate Terms and Conditions
Furniture Damages & Faults
All damaged items must be reported to us within 48 hours of delivery and where possible, please refuse the delivery note as damaged. We will endeavour to replace the damaged items on a next day delivery service, but collection of the damaged items may be slightly longer. Should the damage be reported outside of these terms we may not be able to provide a replacement item.
Any furniture items which are received and not in full working order will be replaced free of charge. On some occasions we may send an engineer to fix the problem, this will be at our expense.
We can only accept returns on furniture items if the original packaging hasn’t been opened, damaged or torn. Items returned which have clearly been opened will result in the item being returned back to you and a refund not provided. We are unable to resell any furniture that has been opened or built.
All furniture returns are chargable and will be only accepted within 14 days.
Made to order items are non-returnable and can only be cancelled within 24 hours of placing the order.