Warranty, Credit and Refund Policy

Warranty, Credit and Refund Policy
"All went well thank you. They look great and I've received lots of compliments on how well our reception waiting area looks now! Thank you very much"- April 2018
"Everything ran smoothly as per usual. Never have an issue with you guys!" - April 2018
"Many thanks to Fast Office for all of your prompt assistance and fantastic service! Everything ran smoothly and we are most certainly happy with the outcome" - April 2018
"A great client experience" - April 2018
"We are more than pleased with the products. Delivery went to plan and your driver was very polite & courteous. Thanks again for all of your assistance in ensuring a seamless delivery" - April 2018
"Everything went very well. We have used you in the past and will continue to use your services going forward" - April 2018
"The delivery was smoother than expected. I'm satisfied with the product and the service you provided. The service regarding the delivery of the item in particular was above average" - April 2018
"I received the new filing cabinets on Friday. All went smoothly, driver was very helpful. Thanks again for the fast service" - April 2018
"We received the chairs and we are more than pleased with them, and the incredible customer service from Fast Office Furniture" - April 2018
"The chairs have arrived - all good. The service from your company has been very professional, fast and efficient. A really good experience" - April 2018
"Everything ran very well. I can gladly say every new piece of furniture will be coming from you guys from now on!!" - April 2018
"We have received the chairs and are delighted with the fast and efficient service you all provided. We will certainly purchase our next lot of office furniture from you in the future" - April 2018
"The delivery went well and we’ve got the cabinets in place and in use. They’re exactly what we wanted and are good and strong, so we’re very happy" - April 2018
"All was received well and we were really happy with the whole process. All feedback is positive" - April 2018
"Thank you for the fast and efficient service delivering our furniture. We are very happy!" - April 2018
"We love the chairs, they're amazing. Service was impeccable and delivery swift. We thank you so much" - April 2018
"All good. Thank you for the follow-up. Great customer service from you guys" - April 2018
"100% satisfied both with your product and service, which includes both delivery and deliverer" - April 2018
"I just wanted to let you know that everything ran smoothly with the deliveries. Very impressed with your service and delivery ethic" - April 2018
"Thanks so much for following up - that’s so lovely. Everything was as smooth and easy as can be - it was a wonderfully easy process. Thank you very much for all your help" - April 2018
"All received. Fantastic service again. Have a great day!" - March 2018
"Glad to see such excellent service from a company. We had no issues with delivery and appreciate the courtesy messages from order to receipt. Very pleased with the purchase" - March 2018
"We received the desks promptly and the delivery men were very helpful and courteous. Thank you for all of your help" - March 2018
"Delivery, service and product – all great" - March 2018
"The whole process of quote to inspection and through to purchase was excellent, great customer service all the way" - March 2018
"Thanks for your professional approach. We are relocating our Sydney office in the next few months and I will recommend you to my Director for any new furniture" - March 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