Ikcon Pty Ltd

ABN 37 131 445 031

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 or completed works as soon as you practicably can and call us on 07 3821 1662 immediately if you notice a problem. Warranty claims in relation to defects must be made within 48 hours of completion/receipt of the item. Take a photo of the issue (if applicable) and email it to sales@ikcon.com.au
We will call you to discuss the problem and find a satisfactory solution.

What we will do:
Repair the item or damage (or part thereof);
Resupply a new item or refit damaged works or
Refund or compensate the customer
All expenses associated with replacing/repairing defective items will be at Ikcon Office Fitout & 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 Ikcon Office Fitout & Furniture.
Photograph the damaged item (and packaging if you can) and email to us at sales@ikcon.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 1662 or email us at sales@ikcon.com.au

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 Ikcon Office Fitout & Furniture.

Items Damaged During Delivery/Assembly or During On Site Works:
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 1662 or email us at sales@ikcon.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 Ikcon Office Fitout & Furniture

Items Failing Under Warranty:
At Ikcon Office Fitout & 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 original quote sent to you.
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 1662 or email us at sales@ikcon.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
1) PLEASE NOTE: NO REFUNDS OR EXCHANGES ARE POSSIBLE FOR CUSTOM MADE ITEMS

2) Ikcon Office Fitout & Furniture does not offer 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  custom made items have been manufactured or ‘off the shelf’ items have left the warehouse and delivery has taken place. In this case, a refund will be issued or we will amend the order to reflect the correct item and reschedule delivery.

3) If ‘off the shelf’ items are still in their original packaging and are unused we will 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 – POA.

4) 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.

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.ikcon.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@ikcon.com.au
At Ikcon Office Fitout & 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 11
Reviewed:                             October 12
Reviewed:                             October 13
Reviewed:                             October 14
Reviewed:                             November 14
Reviewed:                             October 15
Reviewed:                             October 17
Next Review:                        October 18