Express Post guarantee temporarily suspended

Express Post is still available, and will continue to be prioritised as the fastest option for customers, but may not always meet the next business day delivery standard.

All products that are sold by Australia Post must be:

  • fit for all the purposes for which goods of that kind are commonly supplied
  • acceptable in appearance and finish
  • free from defects
  • safe
  • durable

If there is a problem with a product you have purchased at Australia Post and you seek to return the product within a reasonable time after purchase, you can choose between an exchange, repair, replacement or refund.

This includes when a product is:

  • faulty
  • incorrectly described
  • different from a sample shown
  • not able to do what we said it would do
  • not of an acceptable quality.

It does not include situations when the product is damaged through misuse or you simply changed your mind.

Where the product was purchased as part of a bundled offer, all products within the bundle must be returned.

Where to return your item

You should return the product to the post office where you bought it or, if you purchased it online, to the Australia Post Online Shop.

Once it has been returned, our staff will either assess the cause of the problem at or arrange for the manufacturer to do so. If we are able to and you would like us to do so, we will request that the manufacturer repair the product for you. We will only do this if we think that the manufacturer can perform the repair within a reasonable period of time. If the product is not able to be repaired in a reasonable time, you can choose a refund or replacement.

If you can't return to the outlet where you purchased the product, or if you bought it online, please phone 13 13 18 for assistance.

Proof of purchase

To ask for an exchange, repair or refund, you will need to prove that you purchased the product at the post office you are seeking to return the item to. If you can't provide your receipt, another form of proof of purchase will be required, such as a credit card statement, which clearly shows that the purchase is from Australia Post.

If the product is assessed to be faulty or unfit for its intended purpose, refunds will be issued using the same method as your original payment.

Mobile phones and electronic items

If your mobile phone or electronic item is not working or has a problem, you can choose to return the device or item to the post office from which it was purchased so that the staff at the post office can assist with you a return. Alternatively, you can contact the manufacturer directly yourself if you choose to do so.

More details on the two processes that Australia Post follows for mobile phone returns is set out in the telecommunications returns policy (PDF 209kb).

Online shop

In addition to being subject to this returns policy, a number of products from the online shop can be returned for change of mind. Further details on the change of mind returns process is set out in the Online Shop Terms and Conditions.

Philatelic products

In addition to being subject to this returns policy, some philatelic products can be returned for change of mind.

A change of mind return is offered on a limited range of products from Australia Post, which includes philatelic products (stamp and coin collectables).

The product needs to be received within 60 days from the date of purchase and a full refund will be offered. The product must be in its original condition and unopened.

In the event of a full set, for those customers deciding that they no longer want the item, or only want to keep part of a set, they are required to return the item or full set as purchased. A refund or credit will be issued and, if required, a new order placed for only the items the customer requires. In situations where products are identified as having been damaged, or part of an order is missing, Australia Post will replace the damaged or missing item quantity free of charge after a satisfactory inspection.

A change of mind return is not available for:

  • Personalised Stamps™
  • Banknotes

Need more help?

For more information on returns, visit your local Post Office or call us on 13 13 18.