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 0480 154 252, or emailing us at sales@ergoplusofficefurniture.com.au
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 0480 154 252 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@ergoplusofficefurniture.com.au 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 Ergoplus 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 Ergoplus Office Furniture. Photograph the damaged item (and packaging if you can) and email to us at sales@ergoplusofficefurniture.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 0480 154 252
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 Ergoplus 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 the site when you notice the damage, please call our office immediately on 0480 154 252 or email us at sales@ergoplusofficefurniture.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 Ergoplus Office Furniture.
Items Failing Under Warranty:
At Ergoplus 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.ergopluofficefurniture.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 0480 154 252 or email us at sales@ergoplusofficefurniture.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.
Shipping Policy
CHRISTMAS BREAK CLOSURE
Please note that our Warehouses will be closed from Monday 18th December 2023 for the Christmas/New Year period and will reopen on Tuesday 8th January 2024. The Customer Service team will be working during Holiday time. It may take 24 hours to reply to your inquiry due to limited staff during holiday.
All online orders received during this period will be processed after we reopen.
Orders placed online are usually dispatched within 2-7 business days.
For the rates above, we can deliver most items we stock to all metropolitan areas in Sydney, Brisbane, Melbourne, Perth. For some of our products, we can extend the same discounted rate to regional areas including Adelaide, Wollongong, Central Coast (NSW), New Castle, Canberra, Sunshine Coast, Gold Coast, Geelong. For more info contact us on 0480 154 252.
Deliveries are made to the ground floor entrance of your premises as per standard transport practices. Please make a note on checkout if you have any specific delivery requirements including delivery to another floor or specific booking requirements to access your site. Additional charges may incur for this as we may need to send additional men to perform the work. We can only accommodate the request if the building has a lift and the lift fits the product(s).
The items will usually be shipped directly from the closest warehouse to your location through our network of warehouses located in Sydney, Brisbane, Melbourne, Perth and Adelaide. We use a number of premium logistic partners and couriers to make these deliveries. Ergoplus Office Furniture holds no liabilities to any party for any direct or indirect damages, caused by the delay of deliveries incurred as a result of delays from our courier partners.
In the unlikely circumstance where we require to transfer stocks from interstate, the delivery may take longer than 7 business days. We aim to complete all deliveries within 7 business days and in the rare occasion that this is going to take longer, we will provide an update to our clients usually within 24 working hours from the time of order.
Assembly
Most of our products are shipped flat-packed for ease of transport and to reduce the risk of damage in transit. Some items including our GO Steel range can be delivered assembled. Please note that unless we have indicated on the product page that the item is delivered assembled, the item will be delivered flat-packed.
All of our flat-packed furniture will be delivered to you with easy to follow assembly instructions (some are already included under the product page). If you have any queries regarding assembly once you receive your product(s) please don’t hesitate to contact us for assistance.
We do offer complete assembly service, including full rubbish removal for an additional charge. The price for these optional services are automatically calculated at check out for metro areas. If you have any specific requirement, please contact us on admin@ergoplusofficefurniture.com.au or give us a call on 0480 154 252 so one of our friendly staff can assist you in booking an assembly date.
Need help?
Contact us at admin@ergoplusofficefurniture.com.au or Call us on 0480 154 252 for questions related to refunds and returns.