Free Shipping
The free shipping promotion will apply to most areas and we reserve the right to charge a discounted freight for the very few cases such as in the states of WA, NT, TAS and non-mainland Australia where distance or remoteness results in higher than normal freight charges. For those cases were we need to charge freight, the client will have the option of paying the discounted freight or of cancelling the order for a full refund. If in doubt, we can work out the freight, simply send us an email with your address details including postcode and town name, as well as the products and quantities required and we will work out the freight for you.
Shipping Estimator
To estimate SHIPPING COSTS, please add the product and accessories to the shopping cart and then enter your postcode to estimate the shipping by hitting the estimate button. On the same screen you can also vary the quantity (remember to hit the update button) and estimate those shipping costs.
Returns
We are happy to accept returns for change of mind, as long as the goods are returned within 28 days from their purchase. The goods must not have been installed, unpacked, used or damaged in any way. The box must be unmarked and fully intact. The goods must be in a "new" saleable condition. Upon receipt and inspection, and if all the conditions are met, we will issue a refund less any freight costs not paid by the client. In the case of free shipping, the refund will be the amount paid less any shipping costs incurred in sending and/or receiving the goods.
In cases where a client returns goods bought under the free shipping promotion, the client will be credited the full amount paid less the shipping costs incurred in sending the goods to the client.
You can often see the body colour of the fan in the box and that of the blades without unwrapping them, so please make sure you have purchased the correct colour and style before unpacking.
Shipping
CHRISTMAS/NEW YEAR PERIOD
Please note we will be processing orders over the Christmas/New year period, working on the business days. As transport companies and suppliers are very busy on the weeks leading up to Christmas and then run limited services over the Christmas/New Year period, expect extra delays over these times. If this is important to you then please send us an email (sales@fansonline.com.au) and tell us what you are after and your postcode and town, and we can give you a more accurate shipping time.
Fansonline use a range of reputable couriers, as well as Australia Post to deliver the products. These companies are usually very good and it is very rare for goods to be lost or delayed but this will occasionally happen. We will be responsible for the goods until they arrive at your home and we will replace them or refund you if they do not arrive, we just cannot guarantee that the transport companies will deliver when they are supposed to (but they do the vast majority of the time).
How long it takes for the client to get their product depends on stock availability and how far away the client is. We keep stock of the most popular products in our warehouses and the following comments refer to those products: We often ship the same day the order is received and our shipping services generally take 2-5 business days to Adelaide, Sydney, Brisbane, Gold Coast, Sunshine Coast and 4-7 business days for other capital cities and main towns. It will take longer for the more distant places. If we do not happen to have stock of the product, then it will generally take an extra 2-3 days. If you need products urgently, please send us an email (sales@fansonline.com.au) and tell us what you are after, your postcode and town, and we will be able to give you a more accurate shipping time.
We work standard business days and business hours. We operate from Melbourne, Victoria and local times and public holidays apply. Orders received in the morning will generally leave that afternoon. We do not provide express services and do not guarantee delivery times. It is best to have the goods before confirming times with electricians and other contractors.
As we often send by courier, it is important to provide a shipping address where there will be a person able to sign for the goods or provide a safe place where goods can be left. It is best for clients to provide correct addresses and delivery instructions as extra freight charges will be incurred if the courier is unable to deliver the goods.
Damaged Goods
It is rare for goods to be damaged in transit and we rely on our clients informing us of any problems. Please advice the courier at the time (and fansonline) if the goods delivered show obvious damage. Most of the time damages are minor and replacement parts can be arranged. For example the glass covers of lights may arrive damaged or broken. The fan can still be instaled and a replacement glass can be mailed direct to the client, no need for delays in trying to replace the whole fan.
Faulty Goods
Ceiling fans and accessories are covered by the manufacturers warranty which is usually an in-home warranty. It is best to have the fan installed and then contact the manufacturer for the warranty should service be required. Note that the warranty service will generally cover replacing or fixing the faulty fan but not installing it. This is why it is best to get the electrician to complete the installation even if the fan is faulty. Many faults are really not faults but errors in installation and not covered by warranties. It is therefore advisable to get an experienced electrician to install fans. Other types of fans like exhaust fans and pedestal fans are usually covered by an exchange warranty: the faulty fan is sent back to the point of purchase to be fixed or exchanged. Details of warranties are usually found in the manufacturers web site.
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