Delivery & returns policy

Despatch policy

Fallshaw’s factory and main stock holding is in Sunshine, Victoria (Melbourne, Australia). We also carry stock holdings in Silverwater New South Wales, and Stapylton Queensland.

We have a national freight policy, whereby we subsidise freight prices from Melbourne to other Australian destinations so that there is no price disadvantage to receiving stock direct from Melbourne rather than from a local branch. This helps us to prevent double-handling and thereby reduce costs. This keeps our prices competitive for all our customers.

This Despatch Policy is the lead time to despatch an order that our sales people can commit to without making separate inquiries to the Production & Assembly Factory. We ensure we have sufficient stock and manufacturing capacity to reliably deliver against these lead times. We can often do better on request, but you’ll need to check first. We can also provide customised replenishment and stocking solutions for our account customers, when particular high-volume products are required on an ongoing basis (so goods are packed and ready to be called up against a firm order).

If an order is placed before 10am (Melbourne time), goods are available for collection or despatch from 3pm until 4pm the same day, and anytime the day after.

If an order is placed after 10am (Melbourne time), goods are available for collection or despatch from 12pm until 4pm the next day, and anytime the day after that.

Returns policy

Information for customers returning goods to Fallshaw Group

To return goods you MUST have a Returned Materials Authority (RMA) number issued by a Fallshaw staff member. This must be inside the goods being returned so we can identify them.

1. What happens with returns if a customer has changed their mind?

If the need to return goods is the customer’s prerogative (mind change, wrong good ordered, etc.), then the customer returns it any way they like (so long as they are returned in original condition and are current catalogue items, and so long as they are returned within 30 days of purchase).

We recommend:

• Couriers Please: https://www.couriersplease.com.au
• Australia Post: https://auspost.com.au/parcels-mail/calculate-postage-delivery-times
• Direct Freight: https://www.directfreight.com.au

Please return goods to your nearest Fallshaw branch:

Our branches

Contact details

Phone: 1300 934 471
Email: sales@fallshaw.com.au

If the order value was over $1,000 then we reserve the right to charge a restocking fee. If the items purchased were not in the catalogue and made to order, against the customer’s specifications, then goods are not returnable.

Restocking fee

Our restocking fee policy is very simple. If you made the ordering mistake, you may be charged a 15% restocking fee. If the error was on our part, we waive the fee. All products require manual handling and castors are assembled on an order by order basis (which is why we have longer lead times for larger orders). Our products are not sitting on a shelf in the warehouse assembled. When products are returned, they must be un-assembled and the parts returned to inventory. There is a cost involved for that labour.

Countries we accept returns from

• Australia.

• Outside Australia. Please call our Export department at head office on +61 3 9300 8521 for more information.

The return window

We can accept returns 30 days from delivery date. This can be extended to 45 days during the Christmas and New Year closure.

1. What happens if the need to return items is due to an error by Fallshaw?

If the need to return goods is due to a Fallshaw error (wrong goods delivered, etc.) then we pay for freight and arrange collection via a courier.

In this case, please let us know:

• Exactly what you wish to return (including the invoice number, item code/s and quantity).
• Preferred pickup day and collection time (this must be a minimum 90 minute window between 1.30pm and 7.00pm on a business day).
• The weight and dimensions of the goods being returned and the contact details of the person despatching the goods.

Once we know the collection address and the preferred collection time (as above), we’ll book a collection for them and email the customer a label to attach to the goods.

2. What happens if the need for a return is a warranty claim?

If the customer wishes to lodge a warranty claim, then the customer first contacts a sales rep to describe the situation:

• When were the goods purchased? (Provide invoice details, etc.)
• How were the goods used in the application? (Photos are always helpful.)
• How has the product failed or not met expectations? (Again, photos are very helpful.)

Most warranty issues can be resolved over the phone and by email (using photos and videos where useful). Sometimes we send a sales or technical representative out to the customer’s site to have a look at the application and determine the site conditions. If distance makes this too difficult, we sometimes ask the customer to return a sample for review to the nearest Fallshaw branch.

If, after technical review and/or testing, we accept a warranty claim, then we arrange for collection (as per (2) above and refund the invoice (as well as freight for the sample return) into the customer’s nominated bank account.

3. If Fallshaw has booked a collection, can the customer change the pickup time and track progress?

If a customer changes their mind about collection time they can arrange an alternate pick up time by calling your friendly customer service team member at Fallshaw on 1300 934 471 (within Australia) or +61 3 9300 8555 (international).

Once collected, customers can track their delivery using the con note on the label we send you.

* Please note: Remember to put the Returned Materials Authority with the unique RMA number into the box with the returned goods, otherwise we don’t know the goods are yours.