Value Office Furniture Pty Ltd
ACN: 149 411 398
WARRANTY, CREDIT & REFUND POLICY
The purpose of this policy is to clarify the terms and conditions relevant to warranty claims, credits and refunds.
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
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 0325, or emailing us at email@example.com
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 0325 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 firstname.lastname@example.org
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 Value 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 Value Office Furniture.
Photograph the damaged item (and packaging if you can) and email to us at email@example.com
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 0325 or email us at firstname.lastname@example.org
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 Value 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 0325 or email us at email@example.com 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 Value Office Furniture.
Items Failing Under Warranty:
At Value 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.valueofficefurniture.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 0325 or email us at firstname.lastname@example.org 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
- Value 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. $60.00 for a flat pack drop off 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, or get lost in transit.
- 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
Value 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))
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.valueofficefurniture.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@example.com
At Value 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
Australian Consumer Law, Schedule 2 of the Competition and Consumer Act 2010 (previously known as the Trade Practices Act 1974 (TPA))
Policy Developed: November 14
Reviewed: November 15
Reviewed: October 18
Reviewed: March 19
Reviewed: July 19
Reviewed: October 19
Next review: October 20