Warranty, Credit and Refund Policy

Warranty, Credit and Refund Policy
"I found your staff very friendly and patient towards clients. I am very happy about the way you have managed the whole process from the beginning to the end" - February 2018
"The installers were brilliant – very polite, professional in appearance, did a great job and were prompt. Product is great, very happy thanks" - February 2018
"All went well. Very professional and the credenzas are great. I will contact you in a couple of weeks to order a few more" - February 2018
"We received the furniture the next day and was very impressed. Very very happy" - February 2018
"I'm impressed with the quality of the products, and I have just purchased additional furniture" - February 2018
"Your prices are very reasonable, and service was exceptionally fast. We found the process very easy, and we had our desks assembled in no time" - February 2018
"My contact with your customer service team by phone, was faultless! Your delivery staff were prompt and very helpful" - February 2018
"Everything was perfect, and the driver that delivered to us was fantastic" - February 2018
"All went really well. Excellent service and turnaround time. Thanks for all your help with this. I will make sure we use you again in future" - February 2018
"There are many companies out there that could use your customer service skills!" - February 2018
"I've ordered in the past & it's always been handled with such great attention to detail. I am continuously updated as to where my order is at & is delivered on time every time" - February 2018
"I would recommend your company to anyone wishing to purchase office furniture, and I will be definitely ordering from you guys again" - February 2018
"I'd like to express my thanks and let you all know how happy I am with your services in all areas. You company has excellent customer service, is prompt and extremely efficient" - February 2018
"Your team was great to work with. We are currently deciding on more furniture in the office and you will be great to work with" - February 2018
"All good thank you – excellent service and very fast delivery!" - February 2018
"The chairs are fantastic! The red is perfect for our brand. Couldn’t fault your process at all" - February 2018
"I would like to sincerely thank you and all the installers for your great customer service and support" - February 2018
"All our furniture arrived wonderfully on time and everything is set up now. Thanks to your team for helping us with the delivery in such a timely manner!" - February 2018
"Everyone was wonderful! Thank you so much to you and your team for your efforts. You were a great help from start to finish and very responsive to all needs" - February 2018
"I am very satisfied with the outcome and the speed of service. I will definitely keep your company on file for further business in the future" - February 2018
"Excellent FAST service arrived the next day. Very happy!" - February 2018
"I feel we received fantastic customer service and equally happy about the purchase. I have recommended your company" - February 2018
"All ran smoothly and we are very pleased with the desks. They're certainly good quality and great value for money" - February 2018
"The chairs arrived today. Staff are very happy! I would like to say a big thank you to you and the delivery men for making this such a professional process" - February 2018
"Thank you very much for the prompt turnaround time & fantastic customer service. I have no doubt that we will use your company again in the future" - February 2018
"Everything ran smoothly. The delivery was well organised and the assembly was done quickly. Very satisfied with the outcome" - February 2018

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 sales@fastofficefurniture.com.au We will call you to discuss the problem and find a satisfactory solution.

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 sales@fastofficefurniture.com.au  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 sales@fastofficefurniture.com.au 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 sales@fastofficefurniture.com.au 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

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 accounts@fastofficefurniture.com.au

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.

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

Next Review:                        October 2018