Warranty, Credit and Refund Policy

Warranty, Credit and Refund Policy
"I just wanted to say thank you. Everyone I have dealt with from your company have made purchasing and delivery really easy. You have provided excellent service" - October 2019
"We were very impressed with the professionalism and workmanship of your team" - October 2019
"The quality is very good, hence our second purchase. Your customer service is quite good and we were kept informed along the way. If required, we would buy this product again" - October 2019
"Thank you again for organising the items on short notice!" - October 2019
"I am so happy with everything. Thank you and the team who helped make this a positive experience for me – very polite and efficient" - October 2019
"I would like to say that I found your service and the delivery process and assembly outstanding" - October 2019
"Goods received and all good. Thanks for such great and efficient service" - October 2019
"The delivery and assembly was all done yesterday. They did a great job… no rubbish left behind. Very pleased!" - October 2019
"We are very pleased with the products and the installation" - October 2019
"Service, response and installation was excellent – more than happy. I have given your web address to a few of my colleagues" - October 2019
"The delivery and assembly process has been great as always. Keep up the great service!" - October 2019
"The process has been very easy and super efficient! Thank you!" - September 2019
"The desks were put together and look great. We’ve used you guys twice and each time has been exceptional service! Very fast delivery and friendly representatives" - September 2019
"Everything went very smoothly. Super happy! Thanks very much" - September 2019
"Thank you for reaching out. All went well with the entire process!" - September 2019
"All delivered as promised and within time frame. Items were all in good condition and staff are happy with the quality. Would recommend your service to anyone" - September 2019
"Thanks for the follow up. Everything went smoothly and arrived for us on time. Thanks for your great service" - September 2019
"The delivery and install all went according to plan. The installers were very efficient, polite and took all rubbish/packaging away with them. Thank you once again" - September 2019
"Happy with service, price, delivery advice, and quality of chairs received" - September 2019
"The entire process ran very smoothly and communication by your staff was excellent. Very satisfied with the outcome and great to know you are local" - September 2019
"I couldn’t be more pleased with how the delivery and installation went" - September 2019
"They only took 20 minutes or so to put together - when it would have taken me a few hours! Thank you, I am very happy with the services and products supplied by Fast Office" - September 2019
"We are delighted with the chairs and with the service. Thank you for such great customer service" - September 2019
"You guys were amazing" - September 2019
"Our furniture arrived yesterday and we are very happy with it. Once again the whole process has been great" - September 2019
"The boys were great yesterday. They got the job done fast and even cleaned up after themselves! They were courteous and that's a trait any business looks for in it's staff members" - August 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

General
Please note that in order for us to assist you with any problems surrounding your delivery – including damages, missing items or incorrectly supplied products, you must inform us  within 48 hours  of receiving your order. You can do this by calling our office on 07 3821 2153, or emailing us at [email protected]

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
Reviewed:                             July 2019
Reviewed:                             October 2019
Next review:                        October 2020

Delivery Info

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I had a couple of questions so called their 1300 number and got through to Chriss straight away who was very helpful.

I ordered online with no issues, had follow up in a couple of hours advising the drafting stool would be delivered the next day.

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Had a superb experience with these guys, albeit only ordering a single chair.  Would order from them again as reasonable pricing, quick delivery and excellent service.  Definitely 5 star.
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                            [text] => Great and quality products at affordable prices. We paid for the assembly of 5 desks and the guys were super quick, reliable and very professional. They were friendly from the get go and make a great duo! Highly recommend paying that little bit extra and they laid out the tables as requested.
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                    [relative_time_description] => 2 weeks ago
                    [text] => Quick responsive and well managed ordering and delivery. The service fee to assemble the furniture was well worth the money! Furniture looks great, and already in use!
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                    [text] => Excellent service. Ordering online was easy. Delivery was on time, efficient and also removed any packing material. Goods delivered as ordered including additional parts as requested. Would definitely recommend their product and services. Greg
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                    [text] => Ordered an Encore Slimline Metal Mobile Drawer Unit on Monday, had it by Friday.  Very nice, slim set of two drawers and one file drawer.  Rounded edges and the overall finish is very nice.  Includes lock.  Delivery was easy, confirmations via email efficient, all GOOD.
                    [time] => 1566188962
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                    [text] => After doing Google searches, Fast Office Furniture had what I wanted at a reasonable price.

I had a couple of questions so called their 1300 number and got through to Chriss straight away who was very helpful.

I ordered online with no issues, had follow up in a couple of hours advising the drafting stool would be delivered the next day.

It was indeed delivered the next day and the driver sent me an SMS advising he was 20 minutes away before it was dropped off.

The chair already built, which was a surprise.  I was expecting to have to build it as I was told it would come "flat packed".  That was a bonus as we're all too busy, aren't we.

Had a superb experience with these guys, albeit only ordering a single chair.  Would order from them again as reasonable pricing, quick delivery and excellent service.  Definitely 5 star.
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                    [text] => Great and quality products at affordable prices. We paid for the assembly of 5 desks and the guys were super quick, reliable and very professional. They were friendly from the get go and make a great duo! Highly recommend paying that little bit extra and they laid out the tables as requested.
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