Benchmark Shelving and Storage (ABN 95 615 388 415) is committed to supplying quality products and delivering exceptional customer service. This Warranty, Returns and Exchange Policy outlines the conditions relating to product returns, order cancellations, warranty claims, and customer rights.
Nothing in this policy excludes, restricts, or modifies any rights or remedies available under the Australian Consumer Law.
COMMERCIAL OFFICE FURNITURE
Returns
Returns may be accepted where:
- The goods are damaged, defective, incorrectly supplied, or do not match the order placed.
- The return request is submitted within thirty (14) days of the invoice date.
- Proof of purchase, including the invoice number, is provided.
All returned goods are subject to inspection and assessment by Benchmark Shelving and Storage. Returns that do not comply with this policy may be declined where permitted by law.
Change-of-Mind Returns
Requests to return goods due to a change of mind may be considered at Benchmark’s discretion.
If approved:
- A restocking fee of 20% of the original invoice value will apply.
- The customer is responsible for all return freight costs.
- Goods must be returned unused, in their original condition, including all packaging, accessories, manuals, and documentation.
- Goods must be from a standard stocked product range unless otherwise agreed in writing.
No credit will be issued for goods returned in a damaged, incomplete, assembled, modified, or unsaleable condition.
Inspection of Goods
All goods must be inspected immediately upon delivery.
Any damage, shortage, incorrect supply, or non-conformance with product specifications must be reported to Benchmark Shelving and Storage in writing within two (2) business days of receipt.
Failure to provide notification within this period may affect Benchmark’s ability to investigate and process the claim.
Order Cancellations
Cancellation requests will only be considered for stocked products prior to dispatch.
Orders for specially sourced, custom-made, configured, manufactured, or non-stock products cannot be cancelled once procurement, production, or processing has commenced.
Benchmark reserves the right to recover any costs incurred prior to cancellation, including but not limited to:
- Supplier charges
- Freight costs
- Administrative costs
- Procurement costs
- Customisation costs
Commercial Warranty
All commercial office furniture supplied by Benchmark Shelving and Storage is covered by a manufacturer’s warranty against defects in materials and workmanship when used in accordance with the manufacturer’s recommendations and normal commercial conditions.
Warranty Coverage Structure
Warranty periods may vary by product. Unless otherwise specified, the following warranty coverage generally applies.
Seating
- Structural components including frames, bases and mechanisms: Up to 10 years*
- Controls, foams, castors and glides: Up to 5 years*
- Textiles, upholstery and mesh: 3 years*
Desks, Tables and Workstations
- Structural components including frames, legs and underframes: Up to 10 years*
- Laminates, veneers and surface finishes: 5 years*
- Mechanical and height-adjustable components: 5 years*
- Electrical components and motors: 5 years*
Soft Wiring and Cable Management Products
- Structural components including cable baskets and trays: Up to 10 years*
- GPOs, USB modules and data outlets: 2 years*
- Plastic components: 2 years*
*Individual product warranties may differ. Specific warranty details are available on relevant product webpages, datasheets, quotations and order confirmations.
Warranty Remedies
Where a valid warranty claim is accepted, Benchmark Shelving and Storage may, at its sole discretion:
- Repair the product;
- Replace the defective component;
- Replace the product with the same model; or
- Replace the product with a comparable alternative where the original product is no longer available.
Warranty remedies cover products and replacement components only.
Labour, installation, reinstallation, freight, travel, access equipment, and associated costs are excluded unless Benchmark originally supplied and installed the product.
Warranty Claim Requirements
To assess a warranty claim, the claimant must provide:
- Proof of purchase;
- A detailed description of the fault;
- Photographs and/or video evidence if requested by Benchmark; and
- Any additional information reasonably required to investigate the claim.
Claims cannot be assessed or processed without sufficient supporting information.
Warranty Delivery Location
Warranty replacement products and replacement parts will only be delivered to the original delivery address recorded on the original order.
Where products have subsequently been relocated:
- Benchmark’s responsibility remains limited to the original delivery address.
- Any onward freight, transport, handling, or delivery costs are the responsibility of the customer or reseller.
Faulty Product Collection
Where a replacement product is supplied under warranty:
- The original faulty product must be made available for collection at the original delivery address.
- Collection must occur within five (5) business days of replacement delivery unless otherwise agreed.
Failure to make the product available for collection may result in the warranty claim being declined, cancelled, or invoiced.
Parts-Only Warranty and Installation Responsibility
Unless Benchmark Shelving and Storage supplied installation under the original order:
- Warranty coverage is limited to replacement parts or replacement products.
- Benchmark does not cover fitting, assembly, reinstallation, removal, or labour costs.
- The party that originally assembled or installed the product remains responsible for fitting replacement components.
This condition applies to:
- Flat-pack products;
- Self-assembled products;
- Customer-installed products; and
- Products installed by third-party contractors.
Optional Labour Services
Where installation was not originally supplied by Benchmark, labour assistance may be available at an additional cost.
Labour services:
- Are quoted on a case-by-case basis;
- Are subject to location and technician availability; and
- Must be approved in writing prior to attendance.
Warranty Exclusions
This warranty does not cover:
- Normal wear and tear;
- Consumable or high-wear components outside their stated warranty period;
- Misuse, abuse, neglect, improper handling, or accidental damage;
- Damage caused by improper installation or assembly;
- Unauthorised repairs, modifications, or alterations;
- Use of non-approved components or accessories;
- Damage arising from customer-supplied materials;
- Colour, grain, texture, or finish variations that are inherent to manufacturing processes;
- Rental, hire, or lease applications unless expressly approved in writing;
- Exposure to environmental conditions outside the product’s intended use; or
- Failure to follow product care, maintenance, or operating instructions.
Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
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.
Nothing contained in this policy is intended to exclude, restrict, or modify any rights or remedies available to consumers under the Australian Consumer Law.
Contact us at info@benchmarkss.com.au for questions related to refunds and returns.
