Getting an Australia Post refund for unwanted, damaged or incorrectly printed mail

You can apply to Australia Post for a refund if your mail is unwanted, damaged or incorrectly printed.
Products affected: DM100™, DM125™, DM300™, DM400™, DM450™, DM450SL™ (G930), SendPro® C (2H30, R2H30, 7H30C, R7H30C), Connect+® 500W, Connect+® 1000, Connect+® 2000, Connect+® 3000, SendPro® P1000, SendPro® P1500, SendPro® P2000, SendPro® P3000

Once you print an impression, your device deducts the postage amount from the postage funds. This happens even if the printing is illegible. Therefore, it is important to:

  • Ensure you select the correct value before printing postage.
  • Ensure that the ink level does not get too low. Recommended: Always have a spare ink cartridge available.

For up-to-date refund guidelines, refer to the Australia Post website.

To request a refund via Australia Post you should:

  • Collect all envelopes, wrappers and labels affected.
  • Envelopes and wrappers must be presented intact (although the contents may be removed).
  • Sort them by value and date order (if applicable).
  • The affected mail must be at least $20 in total value.
  • Make a written request to Australia Post on your company letterhead for the value of the affected mail, quoting your licence number and, if applicable, your Australia Post Business Credit Account number.
  • Send the affected mail and the written request within six months of the metered mark(s) being made, to:
    Australia Post
    Postage device section
    Shared Services (Metered Mail)
    GPO Box 5091
    Melbourne VIC 3001.
  • Please allow up to three weeks for processing.

Conditions of refunds include:

  • Refunds will not be made for metered marks that have been removed from their original envelopes or wrappers.
  • Illegible metered marks will be refunded for the lowest value that the device can print.
  • Eligible (legible) metered marks will be refunded at the value minus 2.5 per cent (the postage rebate).
  • If you have elected to have your postage device resets charged to your Australia Post Business Credit Account, approved refunds will be deducted from your next account statement.

UPDATED: 29 November 2023

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