Trading policies

Customer satisfaction policy

We improve our services by listening to any customer complaints. Occasionally customers take the trouble to tell us if our service was less than perfect, but most dissatisfied customers 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 her at jo@fallshaw.com.au. We are determined to maintain a high standard and continuously strive for perfect quality and service.

Reduction of Hazardous Substances (RoHS) statement of compliance

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 brands*) comply with 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 enquire 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.

Warranty

Our products are warranted against defects in materials or workmanship for the following periods:

Fallshaw general castors

• 3 years

Fallshaw decorative castors

• 3 years

Fallshaw medical castors

• Trinity series (including Trinity Electronic Braking Castors)—3 years
• Central locking castors—3 years
• Conductive wheels—3 years
• Wheelchair castors—3 years

Fallshaw specialised castors

• M Stainless steel—3 years
• O Stainless steel—3 years
• M Powder-coat—12 months
• High/Low temperature—12 months
• Self-aligning—3 years
• Supermarket trolley and travelator castors—12 months

Fallshaw wheels

• Soft—3 years
• Polyurethane—3 years
• Hard—3 years
• Pneumatics and puncture-proof—12 months

Fittings and spares

• Fittings—3 years
• Spares for pneumatics and general wheels—12 months
• General spares—3 years

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Electrodrive powered mobility equipment

• Unit—12 months
• Battery—6 months

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Liftmaster waste handling solutions

• Unit—12 months
• Battery—6 months

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Castors & Industrial materials handling equipment

• Unit—12 months
• Battery—6 months

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Serviced Equipment repairs, maintenance and fitting

• Parts excluding batteries—12 months
• Battery—6 months
• Repairs—6 months

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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, catalogue and operating manuals 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 or product life could be compromised, and 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.

Conditions of use for castors

Please refer to Fallshaw's Conditions of Use for Castors page for more information, and to ensure your warranty is valid.