Customer satisfaction policy
We improve our services by listening to any customer complaints. A few customers take the trouble to tell us what we did wrong. Others simply cease to deal with us—to our loss. We treasure those who complain—it is only through the trouble they take that we can improve.
We undertake to respond to any complaints within two business days.
We believe you will be happy, but if you are not...
Firstly try to sort it out with our distributor or branch. If you are still unhappy, feel free to contact our Managing Director—Jo Fallshaw directly on +61 3 9300 8542 or email email@example.com. We are determined you will enjoy doing business with us.
RoHS statement of compliance
RoHS stands for the Reduction of Hazardous Substances directive. This is a directive of the European Union (Directive 2002/95/EC) that restricts the use of hazardous materials in the manufacture of various types of electronic and electrical equipment. Hexavalent Chromium is one of these chemicals and has been traditionally used in the zinc plating industry. We hereby certify that our products (sold under the Fallshaw, Electrodrive and Liftmaster brands*) comply with the RoHS regulations and do not contain the following banned substances: Lead; Polybrominated Biphenyls; Pentabromodiphenyl ether (PentaBDE); Mercury; Cadmium; Polybrominated Diphenyl Ether; Octabromodiphenyl ether (OctaBDE); Hexavalent Chromium.
* For special-ordered products or products sold under other brands, please inquire about RoHS compliance prior to ordering if this is important to you, and we will research the RoHS compliance or otherwise of the particular item concerned and provide a separate written statement.
Our products are warranted against defects in materials or workmanship for the following periods:
Fallshaw general castors
- 3 years
Fallshaw specialised castors
- M Powder-coat—12 months
- M Stainless steel—3 years
- O Stainless steel—3 years
- Hi/Low temperature—12 months
- Self-aligning—3 years
Fallshaw medical castors
- Trinity—3 years
- Central locking—3 years
- Wheelchair—3 years
Fallshaw decorative castors
- 3 years
- Hard—3 years
- Soft—3 years
- Pneumatic—12 months Electrodrive powered tugs and movers
- Unit—12 months
- Battery—6 months
Any product that fails within the warranty period will be replaced with an equivalent product, delivered to the customer’s store free of charge and freight cost. The warranty does not extend to the fitting of the product. The website and catalogue specify the conditions of use, installation and maintenance for our products. Customers should choose, use and maintain our product according to our recommendations, or they may become unsafe, our liability may be voided.
This warranty excludes the effects of fair wear and tear, abuse, misuse, improper installation and inadequate maintenance. In unusual or severe applications not clearly similar to those on the website or in the catalogue, the customer is invited to submit a written description of the application against which we will make a recommendation, and which will form a part of the acceptable use conditions of the recommended product. If our catalogue is unclear, or if your application is not clearly covered by the examples given in the catalogue, we ask you to contact our staff for advice. We want to help, and we have the technical information to share if we know your needs.