The BENCHMARK of Commercial and Industrial Shelving and Storage Solutions.
About this policy. Benchmark Shelving and Storage Pty Ltd (Benchmark, we, us or our) is committed to supplying quality products and providing reliable customer service. This policy explains our voluntary warranty arrangements, returns, exchanges, cancellations and refund procedures. It should be read with our Terms and Conditions of Trade, the applicable quotation and order confirmation, and any manufacturer warranty supplied with the product.
Your rights under Australian Consumer Law. Nothing in this policy excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded, restricted or modified under the Australian Consumer Law (ACL) or other applicable laws. Consumer guarantees apply automatically where the ACL applies and are separate from any voluntary manufacturer or Benchmark warranty.
Warranty coverage for APEX Racking products is provided in accordance with the applicable APEX Racking Lifetime Product Warranty Conditions in force for the relevant product and purchase.
The APEX manufacturer warranty document sets out the applicable warranty period, coverage, exclusions, maintenance requirements and claim process. Customers should refer to the warranty document supplied with the product or request a copy from Benchmark.
To make a claim relating to an APEX product purchased through Benchmark, contact Benchmark using the details in section 11. We will advise whether the claim is to be assessed by Benchmark, APEX or another relevant supplier and assist with the process as appropriate.
Any manufacturer warranty operates in addition to, and does not replace or limit, rights and remedies available under the ACL.
If goods arrive damaged, are defective, are incorrectly supplied or do not match the agreed order or description, contact Benchmark as soon as reasonably practicable. Please provide your invoice or order number, a description of the issue and photographs where available.
We may ask to inspect the goods or request further information to assess the issue. Where the ACL applies, the remedy will depend on the nature and seriousness of the problem and may include repair, replacement, refund or another remedy required by law.
The notification and inspection steps in this policy help us investigate and resolve issues efficiently. They do not impose a time limit on, or remove, any rights that a customer has under the ACL.
Benchmark does not have a general legal obligation to accept a return because a customer has changed their mind, selected the wrong product or no longer requires the goods. However, Benchmark may consider a change-of-mind return request for eligible standard stocked products if the request is made within fourteen (14) days of the invoice date.
Any change-of-mind return is subject to Benchmark’s prior written approval and the following conditions:
Benchmark may decline a change-of-mind return if the goods are assembled, incomplete, damaged, modified, missing packaging or otherwise not in a resaleable condition. No restocking fee will be charged where it would be unlawful, including where a remedy is required under the ACL.
Customers should inspect deliveries promptly and notify Benchmark in writing as soon as reasonably practicable of visible damage, shortages, incorrect items or a discrepancy from the order. Where possible, note visible damage on the carrier’s delivery paperwork and take photographs before moving or assembling the goods. This request assists investigation and does not limit statutory rights.
Cancellation requests must be made in writing and are subject to Benchmark’s written acceptance. Requests for standard stocked products may be considered if received before dispatch. Orders for specially sourced, custom-made, configured, manufactured or non-stock products may not be cancellable once procurement, production or processing has commenced.
Where a cancellation is accepted, Benchmark may recover reasonable costs already incurred or committed for the order, including supplier charges, freight, procurement, administration, customisation and production costs, to the extent permitted by law and the applicable contract. Any amount retained will be assessed having regard to costs reasonably incurred and costs avoided or recovered.
Commercial office furniture may be covered by a manufacturer warranty, a Benchmark warranty or both. The applicable warranty period and coverage depend on the specific product, manufacturer and components supplied. The following periods are indicative maximum periods only and apply only where confirmed for the relevant product in the quotation, product information, datasheet, order confirmation or manufacturer’s warranty.
|
Product / component |
Indicative warranty period |
Notes |
|
Seating – frames, bases and mechanisms |
Up to 10 years |
Product-specific warranty applies. |
|
Seating – controls, foams, castors and glides |
Up to 5 years |
Product-specific warranty applies. |
|
Seating – textiles, upholstery and mesh |
3 years |
Product-specific warranty applies. |
|
Desks, tables and workstations – frames, legs and underframes |
Up to 10 years |
Product-specific warranty applies. |
|
Desks, tables and workstations – laminates, veneers and surface finishes |
5 years |
Product-specific warranty applies. |
|
Height-adjustable / mechanical components |
5 years |
Product-specific warranty applies. |
|
Electrical components and motors |
5 years |
Product-specific warranty applies. |
|
Soft wiring and cable management – structural components |
Up to 10 years |
Product-specific warranty applies. |
|
GPOs, USB modules and data outlets |
2 years |
Product-specific warranty applies. |
|
Plastic components |
2 years |
Product-specific warranty applies. |
The words “up to” are important: the actual warranty may be shorter and may differ by model, supplier, component or application. Customers should check the specific warranty applying to their selected product before ordering. If a product-specific warranty document or quotation states a different period, that specific document will apply to the voluntary warranty for that product, subject always to the ACL.
Unless a different product-specific or manufacturer warranty is expressly stated in writing, Benchmark provides a twelve (12) month voluntary warranty from the date of purchase for eligible products supplied by Benchmark.
This voluntary warranty covers defects in materials or workmanship, including manufacturing defects and structural integrity failures arising under normal intended use during the warranty period.
The voluntary warranty is limited to the original purchaser and is generally assessed on a back-to-base basis. Where return to Benchmark or the supplier is appropriate, the customer may be responsible for freight costs for a claim that is not covered by the ACL or another applicable warranty. If the ACL requires Benchmark to pay return or collection costs, Benchmark will do so.
This 12-month voluntary warranty does not limit any consumer guarantees or other rights under the ACL. Those rights may continue beyond the stated warranty period.
When Benchmark receives a warranty claim, we will assess the information and, where reasonably necessary, inspect the product or arrange assessment by the manufacturer or supplier. We may ask for further information to establish the purchase, product identity, fault, installation history and conditions of use.
For a valid claim under a voluntary warranty, and subject to the applicable warranty terms, Benchmark or the relevant manufacturer may repair the product, replace the defective component, replace the product with the same model, or offer a comparable alternative if the original model is unavailable.
Where the ACL applies, the remedy will be determined in accordance with the ACL. For a major failure with goods, the consumer may generally choose a refund or replacement. For a failure that is not major, the supplier may generally choose an appropriate remedy, such as repair, replacement or refund, as required by law.
Any assessment or remedy under this policy is additional to statutory rights and must not be interpreted as restricting them.
For claims made solely under a voluntary parts-only warranty, and where Benchmark did not supply installation under the original order, labour, removal, fitting, assembly, reinstallation, travel, access equipment and associated costs are not included unless the applicable product warranty says otherwise or Benchmark agrees in writing.
For flat-pack, self-assembled, customer-installed or third-party-installed products, the party responsible for the original assembly or installation will generally be responsible for fitting replacement components under a voluntary parts-only warranty.
Where Benchmark supplied installation under the original order, the applicable quotation, installation scope and warranty terms will determine the treatment of installation-related work. Nothing in this section excludes costs or assistance that Benchmark is required to provide under the ACL.
If installation assistance is not included in the applicable warranty or required by law, Benchmark may be able to provide labour services at an additional cost. Any such work will be quoted separately, is subject to location and technician availability, and must be approved in writing before attendance.
To the extent permitted by law and subject to any applicable manufacturer warranty, a voluntary warranty may not cover faults or damage caused by:
Any exclusion in this section applies only to the extent the relevant cause contributed to the fault or damage. It does not exclude a remedy required under the ACL.
Where a product has been relocated, dismantled, reassembled, modified or reinstalled after its original supply, the customer should provide details of the work and who performed it when making a claim.
A voluntary warranty may not cover damage or faults caused by relocation, modification, incorrect dismantling or reinstallation, use of incompatible components, or installation at a site or in conditions outside the product’s intended use.
Where replacement parts or products are supplied under a voluntary warranty, delivery will ordinarily be arranged to the original delivery address recorded on the order. If the product has since been relocated, the customer should contact Benchmark to discuss available arrangements and any applicable freight or handling costs. This does not limit any delivery, collection or expense obligations imposed by the ACL.
If Benchmark reasonably requires a faulty component or product to be returned or made available for inspection, we will explain the arrangements. Any collection or return costs will be allocated in accordance with the applicable warranty and the ACL.
The ACL provides consumer guarantees that cannot be excluded. If goods supplied by Benchmark fail to meet an applicable consumer guarantee, the customer may be entitled to a remedy. The appropriate remedy depends on the type and seriousness of the problem.
A major failure may entitle the consumer to choose a refund or replacement, and to compensation for reasonably foreseeable loss or damage. For a failure that is not major, the supplier may generally choose an appropriate remedy, such as repair, replacement or refund. If a minor failure is not remedied within a reasonable time, further remedies may become available.
A customer is not entitled to a change-of-mind refund under the ACL merely because they no longer want the goods, selected the wrong item or found the goods cheaper elsewhere. This does not affect any voluntary change-of-mind policy Benchmark has agreed to provide.
If goods are large, heavy or difficult to return, contact Benchmark before arranging transport. Where the ACL requires Benchmark to collect the goods or pay reasonable return costs, we will make appropriate arrangements.
Please contact Benchmark before returning goods or arranging repairs. Do not send goods back without receiving return instructions or a return authorisation.
To help us assess your claim, please provide:
Benchmark may inspect the goods or arrange an assessment with the manufacturer or supplier. We will advise you of the next steps and any information required. A claim will not be refused solely because original packaging is unavailable where the ACL does not permit that requirement.
Where a refund is approved under a voluntary change-of-mind arrangement, Benchmark will generally process the refund within fourteen (14) days after the returned goods have been received, inspected and the refund approved. Refunds will ordinarily be made to the original payment method unless otherwise agreed or required by law.
Refunds or other remedies required under the ACL will be provided within the timeframe required by law and the circumstances of the claim. A store credit or exchange will not be substituted where the customer is legally entitled to a refund.
Any approved exchange for a different product may involve a price adjustment. If the replacement product costs more, the customer must pay the difference. If it costs less, any refund or credit will be handled in accordance with the agreed return arrangement and applicable law.
To lodge a warranty claim, request a return authorisation or ask a question about this policy, contact:
Benchmark Shelving and Storage Pty Ltd
Phone: 07 3180 3868
Email: info@benchmarkss.com.au
Website: www.benchmarkss.com.au
Please include your invoice or order number in all correspondence so that we can locate your purchase and assist promptly.
The following notice is included to explain the statutory guarantees that apply to goods and services supplied to consumers. It does not replace the detailed rights and remedies set out in the ACL.
Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled:
• to cancel your service contract with us; and
• to a refund for the unused portion, or to compensation for its reduced value.
You are also entitled to choose a refund or replacement for major failures with goods.
If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion.
You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.
