Staples maintains a structured return policy that distinguishes between general office supplies and specialized items like technology or custom orders. Each category has specific rules and timeframes. Understanding these guidelines before initiating a return streamlines the process. The policy requires specific documentation and condition standards for a product to be eligible for a full refund.
Standard Return Window and Requirements
Most products, including general office supplies and accessories, have a standard return period of 30 days from the date of purchase or delivery. The item must be in new, saleable condition, meaning it must be unused and have all original components intact. This ensures the product can be restocked.
Customers must present a valid proof of purchase, such as the original store receipt or the packing slip from an online order, to qualify for a full refund. The original manufacturer’s packaging is also necessary and must include all manuals, parts, and the UPC code. Unopened general office supplies in original condition can be returned at any time.
Policy Exceptions for Specific Products
Technology and Electronics
A shorter return window applies to technology and electronic devices. Items such as computers, laptops, tablets, printers, and smartphones must be returned within 14 days of purchase or delivery. This two-week period is strictly enforced for high-value equipment.
The return of electronic devices includes specific conditions regarding the product’s internal state. Customers must ensure all personal data is removed and the device is factory-reset before returning it. For Apple devices, the “Activation Lock” feature must be disabled.
Software and Media
The return policy for software and media products is governed by licensing restrictions. Electronic downloadable software is considered a final sale and is non-returnable once the purchase is complete. Boxed software may be returned for a full refund within 30 days, provided the package remains unopened and is in resale condition.
If the packaging seal is broken or the product’s activation key is exposed, the item becomes ineligible for return unless it is found to be defective by the manufacturer. This rule applies to video games, movies, music, and productivity software.
Furniture and Custom Orders
Most furniture items, including desks, chairs, and shelving units, are eligible for return within 30 days of receipt. A significant requirement is that the item must be disassembled before the return can be processed. Assembled furniture is not accepted and must be in its original, unassembled condition.
Custom-made or personalized items, such as special print jobs or products with specific engravings, are considered final sale. These orders are non-returnable unless the product is defective or was damaged during shipping. Customers should verify all specifications before placing an order for personalized goods.
Ink and Toner
Consumables like ink and toner cartridges have distinct return requirements focused on condition and shelf life. For a return to be accepted, the cartridge must be unopened, in its original packaging, and not expired. Unopened and unexpired ink and toner can often be returned at any time.
If a customer purchases the incorrect cartridge, it must remain sealed to be eligible for a refund or exchange. Opened cartridges are non-returnable because their usability cannot be guaranteed once the protective seal is broken.
Methods for Processing a Return
Customers have two primary options for initiating a return, regardless of whether the purchase was made in a physical store or online. The most straightforward method is returning the item in person to any Staples retail location. Bringing the product and the required proof of purchase to the customer service desk often results in the fastest refund processing time.
For items purchased online, a mail-in return can be initiated through the Staples website by accessing the order history. This tool allows the customer to generate a return authorization and a prepaid shipping label. The customer is responsible for securely packaging the item and dropping it off with the designated carrier for shipment back to the warehouse.
Understanding Refunds and Exchanges
A successful return concludes with a refund, typically credited back to the original form of payment. The timeline for funds to reappear varies depending on the return method. Refunds processed in a physical store usually take up to three business days to be reflected by the bank.
Refunds for items returned by mail, which require shipping and warehouse processing, can take up to ten business days after the return is received. Exchanges are most easily managed in a store, where an associate can process the exchange for a different item. If a customer returns an item without a receipt, a store credit or exchange may be offered if proof of purchase can be verified through other means, such as a credit card statement lookup.
Rules for Staples Marketplace Items
The Staples Marketplace operates as a platform for third-party vendors. Products purchased from a Marketplace seller are not subject to the standard Staples return policy regarding timeframes and processing. The return of these items is governed by the individual seller’s own policy.
Customers must locate the specific return rules for the third-party vendor, which are generally detailed on the product page or the packing slip. The return shipping logistics, including who pays for postage and the return address, are determined by the Marketplace seller’s policy. Any issues regarding a Marketplace return must be resolved directly with the vendor, though Staples can sometimes assist in facilitating communication.