SHIPPING AND DISPATCH
FLAT RATE SHIPPING: VFM Group offers flat rate shipping for orders that meet the requirements listed below. Orders requiring custom quoting or priority shipping will be exempt from flat rate pricing. Please contact our the VFM Team should you require custom quoting or priority shipping.
- PARCEL POST - $13.95 FLAT RATE*: Parcel Post flat rate shipping will be applied to your order if all items in your order fall under 22kgs or 1.8m in length (each item). VFM uses Australia Post, Fastway, Couriers Please & Toll to ship parcel orders. Once dispatched, you will receive up-to-date email and SMS tracking info.
- OVERSIZED/BULK FREIGHT - $95.00 FLAT RATE*: Oversized/Bulk flat rate shipping will be applied to your order if any item in your order is above 22kgs or 1.8m in length. VFM uses TNT, Toll & Allied Express to ship bulk orders. Once dispatched, you will receive up-to-date email and SMS tracking info.
- TAILGATE SERVICE - $168.00 FLAT RATE*: Orders classed as oversized or bulky may require a wooden pallet to support goods in a stable fashion while being transported. Due to the size and/or weight of these orders a forklift may be required (or enough people available onsite) to safely unload the pallet at the delivery address. If a forklift is unavailable at the delivery address our 3rd party freight companies need to organise a dedicated truck with a tailgate lift to safely unload the pallet. Should you require assistance to determine if your order requires a tailgate service, please call us on: (07) 2102 0767.
Regional and Remote Australia: For deliveries to Regional and Remote Australia an extra surcharge maybe charged in addition to the flat rate postage. Please note deliveries to Regional or Remote areas may take a few extra days.
Clearance Products: Products under the Clearance category may attract an extra shipping fee.
Extra FreightServices: Oversize, Bulk, Manual Handling and Tailgate deliveries may all attract extra fees.
Should your delivery fall into any of the above areas, the VFM Team will contact you prior to dispatch to advise of the surcharge and seek approval to proceed with the order. We do try to wear as much of the shipping cost as possible, however this is not always possible in certain instances and we appreciate your understanding.
EXPRESS ORDERS: Please contact us if your order is time critical. Additional fees and charges may apply.
QUOTATION SHIPPING CHARGES: VFM Group uses different couriers and freight agencies depending on the item as well as the delivery location. Our shipping and processing charges are intended to compensate VFM Group for the cost of processing your order, handling and packing the products you purchase and delivering them to you. We encourage you to also review detailed information about our Shipping and Returns. When we charge shipping on quotations, our shipping calculator is used to determine the rate from criteria such as the customers delivery address as well as order size & weight. The shipping calculator determines the cheapest, and fastest option for the customer. Alternatively, the customer can make their own arrangements and pickup their orders from our retail store based in Northgate Brisbane.
SERVER RACK DELIVERY: Delivery is to kerbside only & does not include couriers carrying server racks up stairs. The responsibility is with you to ensure the rack fits in your lift. Please inspect your rack prior to signing. When signing receipt you are agreeing that it has arrived in good condition. Please take the time to inspect the server rack carefully as no claims will be entertained if goods have been signed for.
CHANGE OF ADDRESS: If a change or correction needs to be made to a delivery address, please contact our Sales Team within 1 hour of placing your order. An address change may or may not be possible and is dependent on how far along the order is in the dispatch process. If this change can be faciliated the Sales team will request the updated address by email.
REDELIVERY AND AUTHORITY TO LEAVE: Some couriers may require a signature on delivery. If you are not home or unable to take delivery of your item at your specified address, you may be charged a redelivery fee for each additional attempt for delivery. If neither you (or an authorised representative) is at the delivery address to take delivery, the courier may leave a card with contact details so that you can arrange another delivery time and date. It is the responsibility of the purchaser to arrange re-delivery and finalise any delivery fees with the freight company if required. Some couriers may offer an "Authority to Leave" form. VFM Group will not be held responsible for any, lost, stolen or damaged goods as a result. If you choose to complete an Authority to leave form please do so at your own risk.
TRACKING YOUR ORDER: Most courier and freight companies will provide tracking updates. Once your order is dispatched you should receive a tracking notification by email and/or text message. Please note courier and freight companies generally do not call ahead to arrange a delivery window or time, and therefore we cannot guarantee or facilitate a specific timeframe.
SAME DAY DELIVERY: In some cases, same day delivery may be possible within the Brisbane Metro area. If same day delivery is required for your order, please notify one of the VFM Group staff by phone before you place your order so that we can confirm that same day delivery is possible. Special delivery rates may apply.
PO BOXES: We can only offer delivery to PO Boxes for order less than 5kg and under 30x30x30cm. Delivery to PO Boxes is by Auspost only. In some instances we may require a physical address.
MISSING, DAMAGED OR INCORRECT ITEMS: If any of the items from your order are missing, incorrect, broken, or damaged when your package arrives, please contact customer service for assistance within 24 hours of delivery by sending an email containing your name, order number, photos and a description of the problem to email@example.com. Please note: We only have a 24 hour window to claim on insurance with the freight carriers. As they are a third party company, no exceptions can be made and anything outside of this window will not be entertained by them.
PACKAGING: VFM Group uses recycled packaging where possible to keep costs low.
INTERNATIONAL SHIPPING: At this time we do not ship outside of Australia from our website.
CLICK & COLLECT FROM STORE: Click & Collect is available from our Northgate store in Brisbane. Your order will usually be ready for collection within a couple of hours. Please call ahead if collection is urgent. If not collected within 10 days of purchase your order will be cancelled and money refunded less a restocking fee of 17.5%.
COURIERS: Courier pricing can be quoted on a job specific basis and is for unusually reserved for large orders and/or orders in remote areas. In the event of a large order (where a generic freight quote via the website may not be possible), VFM will generate a custom freight quote for your order. An order will be not be shipped until we receive your acceptance of freight quote.
MISSED DELIVERIES: Some couriers may require a signature on delivery. If you are not home or unable to take delivery of your item at your specified address, you may be charged a redelivery fee for each additional attempt for delivery. If neither you (or an authorised representative) is at the delivery address to take delivery, the courier may leave a card with contact details so that you can arrange another delivery time and date. It is the responsibility of the purchaser to arrange re-delivery and finalise any delivery fees with the freight company if required. Some couriers may offer an "Authority to Leave" form. VFM Group will not be held responsible for any, lost, stolen or damaged goods as a result. If you choose to complete an Authority to leave form please do so at your own risk.
DELIVERY TIMES: Though every effort is made to secure an exact delivery date and time from the freight company, VFM Group cannot guarantee a freight time based on circumstances and third party freight companies that are out of our control. Any freight time mentioned by VFM Group staff are indicative only.
TITLES AND RISK: Notwithstanding delivery of the products to you, title in the products will not pass to you until the later of delivery or your payment has been processed or otherwise received by us. If your payment is declined for any reason we reserve the right to reclaim the products from your possession, custody or control even if they have been delivered to you or moved from the delivery address. We reserve the right to keep or sell the products. Risk of loss, damage or deterioration to any products will pass to you on delivery.
You acknowledge and agree that clause 8.1 creates a purchase money security interest in the products which we are entitled to register as such under the Personal Properties Securities Act 2009 (Cth) ("PPSA"). To the extent permitted under the PPSA, we each agree to contract out of the provisions listed in section 115 of the PPSA. You waive your right to be provided with verification statements under section 157 of the PPSA. We agree that neither of us will disclose to any third person information referred to in section 275(1) of the PPSA and that this is a confidentiality agreement for the purposes of section 275(6) of the PPSA.
WARRANTIES AND LIMITATIONS OF LIABILITIES
Nothing in these Conditions of Sale limits or excludes any guarantees, warranties, representations or conditions implied or imposed by law, including the Australian Consumer Law ("ACL") (or any liability under them) which by law may not be limited or excluded. If you are a "consumer" under the ACL, the following notice applies to you:
"Our goods come with warranties and guarantees that cannot be excluded under the Australian Consumer Law ("Consumer Guarantees"). You are entitled to a replacement or a refund for a major failure and for 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."
Your product may come with a manufacturer's warranty. The manufacturer's warranty is in addition to but may overlap with any rights and remedies you may have under applicable law, including any Consumer Guarantees. If you are not considered a "consumer" within the meaning of the ACL, the manufacturer's warranty may be your sole remedy. If you would like to make a claim under the manufacturer's warranty, please contact one of the VFM Group Staff. Please refer to clause 7 if you need to arrange for returning the goods to us.
We will not be liable for any special, indirect or consequential loss or damage (unless such loss or damage is reasonably foreseeable resulting from our failure to meet an applicable Consumer Guarantee), loss of profit or opportunity, damage to goodwill, loss of data (including loss of data stored on any media contained within electronic or computing products), arising out of or in connection with the products, the services or these Conditions of Sale (including as a result of not being able to use the products or services or the late supply of products or services), or the need to recover, re-program or reproduce any program or data stored in or used with the products purchased from us, whether at common law, under contract, tort (including negligence), in equity, pursuant to statute or otherwise; and our total liability arising out of or in connection with the products, the services or these Conditions of Sale, however arising, including under contract, tort (including negligence), in equity, under statute or otherwise, will not exceed the total price paid by you for the purchase of products and services under these Conditions of Sale.
Where by law we are unable to exclude terms, guarantees, warranties, representations or conditions but are able to limit them, to the extent permissible by law we limit our liability for any breach, at our option, to the repair or replacement of products, or payment of the cost of repairing or replacing the products or in the case of services, to supplying the services again or the cost of having the services supplied again.
To the extent permitted by law, any typographical, clerical or other error or omission in sales literature, quotation, price list, acceptance or offer, invoice or other documents or information issued by us will be subject to correction without any liability on our part.
WARRANTY RETURNS AND REFUNDS
All VFM Group products carry a 12 month warranty as standard, while other branded products may have longer warranties. The warranty period will begin from the date of purchase. If you wish to pursue a warranty claim or return, please keep your tax invoice as proof of purchase, and contact one of the VFM Group staff members by phone or email.
FAULTY ITEMS: In the event of a suspected faulty product, VFM Group may seek third party advice on the suspected fault before proceeding with a warranty claim.
We aim to provide a quick decision and return on any valid warranty issues. Warranty issues are limited to 'normal' use, suitable to and in accordance with any procedures specified by the manufacturer. Permanent installation of our products may require the professional services of a trained or qualified tradesman to determine validity of the warranty claim, the cost of such services may be passed to you. Warranty may be void if your product exemplifies any of the following issues:
- The product is physically damaged
- The product is subject to excessive force or repetitive strain
- The product is dismantled, modified, cut, or deformed
- The product is painted, marked, or soiled from installation or use
- The product is subject to contaminants such as paint, glues, stickers sand, water, soil, etc or anything.
- The product is subject to weather, pets, or pests
- The product is returned without its original packaging.
- The product is returned in such a way that prevents resale.
LIMITED LIFETIME WARRANTY: Some Titan AV branded products are backed by a Limited Lifetime warranty. If the product contains an obvious manufacturer fault, a warranty claim may be possible regardless of the age of the product. The fault may not be part of general wear and tear or damage sustained by excessive strain outside of the products intended use. If these conditions are met, a warranty claim may be possible. Proof of purchase is necessary, for details, please consult one of our VFM Group staff or email the sales team at firstname.lastname@example.org
MAKING A WARRANTY CLAIM: Please contact one of the staff at VFM Group or send an email to email@example.com with the following info;
Your Invoice #:
Item Code # and Name:
Your Contact Info:
A customer representative will get back to you as soon as possible to resolve the situation to the best of our ability. If you are required to send your item back to us, please take special care to package it well - we will not be responsible for any damage caused during the return shipping and therefore recommend insuring all returns. All goods must be returned to us at the buyers cost. We will cover the cost of your replacement items as well as shipping back to you.
RETURNS AND REFUNDS
In addition to your rights under clauses above, returns will only be accepted when the following conditions are met:
a) The goods have a demonstrable manufacture fault.
b) "Change of Mind" refunds will be honoured only in the case of:
i. Only within 30 DAYS of invoice.
ii. Only if the product is intact, unused and in its original packaging.*
iii. Only when accompanied by a valid tax invoice.
iv. Change of mind returns may attract a 17.5% restocking fee.
v. Shipping costs will not be refunded on change of mind returns.
vi. If you received free shipping on your purchase, we will deduct the shipping fees we had to incur to ship the products to you.
* Should an item be returned without its original packaging VFM Group reserves the right to accept the product and charge a 15% repackaging fee.
All goods must be returned to us at the buyers cost.
RETURNING YOUR ITEM: If you believe that the conditions for a return have been met, please contact one of the VFM Group staff for a Return merchandise authorization (RMA) number.
Please pack the product adequately to ensure that it is not damaged during return to our warehouse. All original items including packaging must also be returned. Please ensure the RMA Number is clearly displayed on the packaging of the goods.
PROCESSING YOUR REFUND: If you are entitled to a refund, the refund will be issued once we have received the product and it has been inspected and assessed for fault. Any refund we make will be by the same payment method used during the purchase of the product.
LOSS OF DATA: If you return a product to us for replacement, refund or inspection and the product is capable of retaining user generated data, or replacement of the product may result in the loss of the data. User generated data include files on a computer hard drive, USB, CD, songs or data stored on a media player or any other form of storage. We will not be responsible for any data you may leave on the product and we require you to back up your data before returning a product to us for inspection, replacement or refund.