Warranty, Credit and Refund Policy

Warranty, Credit and Refund Policy
"Service fast and good communication. Installer worked hard, didn’t get stressed out and worked in with us for minimal impact so I’m happy" - June 2019
"So far so good with the new desks. A huge thanks to the installation team. They worked very hard to get it all done in a day" - June 2019
"Your delivery & assembly guys were great, very polite and efficient - in and out so quickly. We are very happy with our purchases and will be making more in the near future" - June 2019
"We had 2 deliveries this week and we are exceptionally happy with both service and furniture" - June 2019
"I thought I would send an email to the company to compliment you. The service you provided was great and you were able to accommodate our needs in such a short amount of time" - June 2019
"Always top notch service from your sales guys. The installation was great also. Will continue to use you guys" - June 2019
"You have been so obliging and helpful and I find your customer service wonderful. I will be recommending your company to many schools - June 2019"
"Thank you so very much for your outstanding service and products. The shelving units are excellent so sturdy and such a reasonable price! - June 2019"
"The chairs are great and the service was also great all the way through. Thank you! - June 2019"
"Thanks, It is a beautiful desk. I am very pleased. The installers did a really good job, couldn’t be happier. Thanks again, will keep your company in mind for future purchases" - May 2019
"Our cabinets arrived yesterday. The delivery driver was very polite and helpful and brought them into our office for us. They are all working perfectly….. I’m tempted to get some more!" - May 2019
"We were very happy with the delivery and set up of our new office desks. They were prompt, polite and professional" - May 2019
"Once again your service and support was fantastic!" - May 2019
"We are super satisfied with how professionally this has been handled. From all the lovely staff in the office, to the delivery people who came and put the chairs together" - May 2019
"You all did such a good job, and I am so grateful. Honestly, it's not often these days that such good, positive and friendly service occurs. My furniture is also lovely!" - May 2019
"You were all fantastic, friendly, and so helpful. The man who delivered and assembled my furniture was professional and a wiz at putting it all together" - May 2019
"The desks arrived promptly and the two men assembled them very quickly. They were courteous and helpful. A very happy customer!" - May 2019
"I was thoroughly impressed with both the service and the standard of the equipment received" - May 2019
"I was very happy with the service I received on both occasions. We love the chairs, they're so comfortable! I will be needing more in a few months so will be back in touch then" - May 2019
"Very efficient service and the men who dropped the off the desks were timely, friendly and respectful by calling ahead to see if we were open for delivery" - May 2019
"Service, products and pricing were great. The gentlemen that delivered did a great job setting up the furniture and removing the rubbish, and were very efficient and friendly! Thanks! Until next time..." - May 2019
"The chairs are fantastic and delivery very smooth. Thank you!" - May 2019
"The outcome was great and the guys did a great job! Thank you so much for the awesome service!" - May 2019
"All went well thank you. Cannot wait to unpack and put the office together. Thank you for all your help and very speedy service" - May 2019
"THANK YOU very much. Will not order from any other company if I can get it from you guys" - May 2019
"Again, what a great experience. From the ordering to the finished assembled product. Everything perfect. Very polite and efficient delivery person and was very quick" - May 2019

Fast Office Furniture Pty Ltd

ACN 149 408 873

WARRANTY, CREDIT & REFUND POLICY

Introduction
The purpose of this policy is to clarify the terms and conditions relevant to warranty claims, credits and refunds.

Warranty Information
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure

Warranty on Defects:
In case of defects in our materials or workmanship, please take note of the following:

What you can do:
Ensure you inspect your new product as soon as you receive it and call us on 07 3821 2153 immediately if you notice a problem. Warranty claims in relation to defects must be made within 48 hours of receipt of the item. Take a photo of the issue (if applicable) and email it to [email protected] We will call you to discuss the problem and find a satisfactory solution.

PLEASE NOTE  that if you are going to store your items for any length of time before assembling them, you  must still inspect the goods within 48 hours  and advise of any issues. We cannot be held responsible for damages which may occur to items which have been stored without inspection after the 48 hour time period has passed.

What we will do:
Repair the item (or part thereof); Resupply a new item or Refund or compensate the customer All expenses associated with replacing/repairing defective items will be at Fast Office Furniture’s costs.

Items Damaged in Transit:
Whilst we do everything in our power to ensure that items supplied flat packed/boxed are delivered in perfect condition, at times accidents do occur in transit and items may arrive damaged.

What you can do:
BEFORE signing the Proof of Delivery docket, carefully check the packaging of all items delivered to ensure there is no obvious, external damage to the cartons If you notice torn or broken packaging, please make a note on the Proof of Delivery document e.g. “Packaging on one item is damaged. Will advise if contents are affected once unpacked” or something to that effect. DO NOT SIGN to say ‘RECEIVED IN GOOD ORDER’ if you can see damage to the packaging. Insurance claims will be difficult to process if no notification is made on the POD at the time of delivery. Keep the damaged item and the damaged packaging in case we need to retrieve the item for insurance purposes. Take photos of the item AND the packaging. All costs for retrieving the item/s will be paid by Fast Office Furniture. Photograph the damaged item (and packaging if you can) and email to us at [email protected]  All reports of damage in transit must be received within 48 hours of delivery. You can either call us to report damage on 07 3821 2153

What we will do:
Once we receive an official notification (within 48 hours of delivery) by phone or email of an item damaged in transit, we will organise a replacement product to be re-delivered as soon as is practicable. This will at times depend on the frequency of transport companies delivering to certain areas, but our aim will be to supply a replacement in the shortest possible time frame. All costs will be paid by Fast Office Furniture.

Items Damaged During Delivery/Assembly:
Our delivery and installation crews are experienced, knowledgeable and well trained. However, at times, accidents do occur and items may be damaged during the unloading, delivery and/or assembly process.

What you can do:
In the unlikely event of the delivery/assembly crew not noticing the damage, please talk to them if they are still on site and point out the issue. Ask them to contact our office to discuss a solution. If they have already left site when you notice the damage, please call our office immediately on 07 3821 2153 or email us at [email protected] to report the problem. If you are able to send us a photo of the damage, this will greatly speed up the process.

What we will do:
Any damaged products will be replaced as soon as is practicable. All associated costs will be paid by Fast Office Furniture.

Items Failing Under Warranty:
At Fast Office Furniture all our products are made from commercial quality materials and undergo thorough quality control processes. However, over time and due to usual wear and tear, products may no longer function efficiently or may require certain components to be replaced. All our products are covered under a warranty which lasts for a specific time frame. This time frame may vary between products, however the warranty period is clearly stated next to each item on our website and on any official quotes we may have submitted. As long as items have been used solely for the purpose for which they were intended (e.g. a chair has been used as a chair and not to stand on as a makeshift ladder etc); we will honour the warranty as specified for each product.

What you can do:
Check the warranty period for your faulty item to ensure it falls within the warranty time frame for your particular product. You can do this by checking the warranty period on our website – www.fastofficefurniture.com.au – and searching for your particular product. The warranty period will be stated in the product description. Check the date of purchase on your invoice or order to ensure the item is still under warranty. If all is in order, please have your Invoice or Order Number ready and call our office on 07 3821 2153 or email us at [email protected] to report the problem. Sending a photo of the damage (if applicable) is always very helpful and can speed up the process.

What we will do:
On receiving a phone call or email regarding a faulty item we will do the following: Check that the item is still under warranty Request some information on how the item became damaged or faulty to ensure it has not been used for a purpose other than that for which it was intended Repair the item (or part thereof) Replace the item with a new one. If the same product is no longer available, we will endeavour to replace it with a similar product. Products are subject to being changed or discontinued at any time.

Credits and Refunds

  • Fast Office Furniture does not offer full credits or refunds if customers simply change their minds or make a mistake when ordering – unless a request to cancel the order is received BEFORE the item has left the warehouse and delivery has taken place. In this case, a refund will be offered (see associated costs below) or we will amend the order to reflect the correct item and reschedule delivery.
  • However, if delivered items are still in their original packaging and are unused we may be able to offer an exchange for another item or a refund. A restocking fee of 15% of the cost of the returned item/s, an Administration Fee of $20 and a delivery/re-delivery fee (if relevant) will be incurred to cover costs i.e. $40.00 for a flat pack drop off or $90.00 for delivery and assembly in our metro delivery zones.
  • For customers in our metro delivery zones – If the item is NOT to be replaced (i.e. the customer does not want a different size, colour etc and does not want anything else in its place) and a straight refund is required, the responsibility of returning the item to the warehouse will be at the customer’s cost. If the item IS to be replaced with another product from our warehouse, a standard delivery fee will apply.
  • If customers outside of our metro delivery zones, change their mind about an item and wish to return it (i.e. it is still in its original packaging, there is no damage to the item and it is not to be replaced under warranty), then the responsibility of returning the item to the warehouse will be at the customer’s cost.
  • It is highly recommended that customers take out insurance on all freight in case items arrive back at the warehouse damaged or get lost in transit. We are unable to offer a refund on items which arrive back at the warehouse damaged.
  • If items are not in their original packaging or have already been assembled, whether they have been used or not, we are unable to exchange them or offer a refund.
  • PLEASE NOTE: NO REFUNDS OR EXCHANGES ARE POSSIBLE FOR CUSTOM MADE ITEMS WHETHER UNUSED OR NOT

PLEASE NOTE:
Fast Office Furniture reserves the right to refuse to supply customers at our discretion as stated in Australian Consumer Law, Schedule 2 of the Competition and Consumer Act 2010 (previously known as the Trade Practices Act 1974 (TPA))

More Information
For more information on how we manage warranty claims, credits and refunds, please refer to our standard Terms and Conditions of Sale and the Warranty Information available on our website – www.fastofficefurniture.com.au. The Terms and Conditions of Sale are also available on the back page of each quotation. We will email through a copies of either document on request, if required. Please request copies by emailing us at [email protected]

At Fast Office Furniture, our clients can be confident that our products will maintain their quality and are able to stand the test of time. However, if a problem arises, our aim is to minimise the inconvenience and disruption to our customers by providing a fast, fair and efficient solution

Acknowledgements:
Australian Consumer Law, Schedule 2 of the Competition and Consumer Act 2010 (previously known as the Trade Practices Act 1974 (TPA))

Policy Developed:                October 2011
Reviewed:                             October 2012
Reviewed:                             May 2013
Reviewed:                             July 2013
Reviewed:                             October 2013
Reviewed:                             September 2014
Reviewed:                             July 2015
Reviewed:                             October 2017
Reviewed:                             October 2018
Reviewed:                             March 2019
Next Review:                        October 2020

Delivery Info