Refunds, Repairs and Returns - Australia

If you are in Australia, your Awards may be covered by:

  • a consumer guarantee, applicable to Awards ordered on or from 1 January 2011; or
  • O.C. Tanner warranty, applicable to Awards manufactured by and, or, fulfilled directly from O.C. Tanner’s facility in the United States, and
  • manufacturer’s express warranty

Please contact Customer Support if there is an issue with your Award.

Nothing in this policy affects any rights an Award recipient may have and which by law cannot be excluded, including under Australian federal consumer protection laws and under state and territory consumer protection legislation.

Australian Consumer Guarantee

This section is applicable to Awards supplied by O.C. Tanner companies located within Australia.

Change of Mind

You are not able to return an Award because you have changed your mind about, or dislike, an Award. This includes refusing to accept delivery of an Award.

Awards Damaged, Faulty or Incorrect on Delivery

O.C. Tanner acknowledges that the Competition and Consumer Act 2010 (Cth) and other equivalent legislation implies or imposes statutory guarantees, conditions or warranties into contracts for the supply of goods or services to consumers that cannot be excluded. Nothing in this policy (including the exclusions and limitations outlined in the policy) is intended to exclude or restrict the application of such non-excludable terms. As such, nothing in these policy affects any of your rights that, by law, cannot be excluded. However, to the extent permitted by such legislation, any such liability of O.C. Tanner is limited to the cost of supplying the goods or services again. The following guidelines will apply.

  • If an Award is damaged, faulty, unfit for use upon receipt (through no fault of yours) or is not the Award you ordered you should contact O.C. Tanner to organise its repair, replacement or refund.
  • O.C. Tanner will liaise with you to ensure timely resolution of any repair, replacement or return issue.
  • An Award will not be accepted for repair, replacement or refund unless first authorised by O.C. Tanner, and this will be provided where O.C. Tanner is obliged to do so under any rights a consumer may have under law.
  • All Awards authorised for repair, replacement or refund by O.C. Tanner must first be returned to the location advised by O.C. Tanner. In any such event:
    • O.C. Tanner will provide instructions regarding how the item is to be returned or, subject to the product, inspected in situ and possibly collected.
    • The Award must be returned in a new, unused or as new condition with any instruction manuals, all accessories and where possible in the original packaging.
    • In instances where the reason for the return was not reasonably discoverable without both opening and using or partially consuming the Award, the Award can be returned without the original packaging.
  • After inspection of the Award, the O.C. Tanner will advise the recipient and subject to the determination in circumstances when obliged to do so, O.C. Tanner will coordinate the repair or replacement with the supplier (which will be at no cost to the employee) or arrange a refund. O.C. Tanner or supplier may then liaise directly with you to finalise any arrangements.
  • If a replacement product is authorised by O.C. Tanner, the supplier will dispatch replacement product at no further cost to you.

Refunds for Awards Damaged, Faulty or Incorrect on Delivery

If a refund is authorised by O.C. Tanner for any Awards deemed damaged or faulty on delivery or not the Award you ordered, we will refund Award. Refunds will be paid only after receipt and inspection of the returned product by O.C. Tanner or the relevant supplier.

With exception of Awards delivered periodically (for example, magazines subscription), O.C. Tanner will not approve a partial refund of Points.

No credit will be provided to clients for ordering packets, solicitation awards, or Bravo awards that are returned to O.C. Tanner.

Delivery Issues

Unsuccessful Delivery. If an Award is returned, O.C. Tanner will attempt to contact you, the recipient or the program administrator regarding the unsuccessful delivery and arrange to re-deliver the Award. In such cases:

  • The recipient is required to provide reasonable assistance to facilitate re-delivery. Re-delivery may incur an additional postage and handling fee
  • After an unsuccessful attempt to deliver the order, the item will be returned to the supplier, after which O.C. Tanner will refund the award.

Should an incorrect address be provided, O.C. Tanner are not obliged to re-send the order to the correct address at O.C. Tanner’s expense, nor is O.C. Tanner liable for any loss due to incorrect address details provided.

Lost Awards. O.C. Tanner must be contacted if an order does not arrive within a reasonable time. If an Award is lost in transit (prior to delivery), O.C. Tanner will make enquiries, including checking the supplier proof of delivery processes. O.C. Tanner may require a statutory declaration that the Award was not received before a replacement can be arranged. If O.C. Tanner provides a replacement Award and the original Award is subsequently received the original Award must be returned to O.C. Tanner. In such cases, contact O.C. Tanner to organise the return. O.C. Tanner will not accept liability for any loss or damage arising from Awards lost, stolen or damaged after delivery has taken place


While gift cards and vouchers that are Awards supplied under this section 1 are subject to this policy, the goods and services obtained with by using a gift card and voucher are not subject to this policy. Remedy regarding such goods and services is to be met through the supplier of such goods and services.

Awards manufactured or fulfilled directly from O.C. Tanner companies located outside of Australia are not covered by consumer guarantees in this section. Refer to O.C. Tanner Warranty section, for resolution of such Awards.

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