Warranty

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Warranty

Warranty Policy

This Warranty Policy applies to all products supplied by Queensland Office Industries Pty Ltd and New South Wales Office Industries Pty Ltd trading as PCF Australia (collectively referred to as “we”, “us”, or “our”). Our products are supplied for commercial use and warranty coverage is provided in accordance with the Australian Consumer Law.

Many of our products carry formal compliance to Australian Standards. Where compliance does not exist, the product is manufactured to industry accepted standards. Warranty coverage still applies as required by law.

This is the full warranty for PCF products. You may also download a copy of the policy here.

1. Warranty Coverage

We warrant that our products will be free from defects in materials and workmanship for the applicable warranty period. Warranty periods vary between product ranges and between internally manufactured and third party sourced items.

This warranty applies only when products are used under normal commercial conditions and are installed, handled, and maintained correctly.

This warranty is provided in addition to any rights you may have under the Australian Consumer Law.

2. Original Purchaser Requirement

Warranty claims will only be accepted from the original purchaser who bought the goods directly from:

Queensland Office Industries Pty Ltd, or
New South Wales Office Industries Pty Ltd.

We do not accept warranty claims from subsequent owners or third parties

Dealer Purchases

Where products are sold to a dealer for resale, the dealer must submit the warranty claim on behalf of their client. All claims must include the dealer’s proof of purchase from us.

3. Third Party Sourced Products

Some items may be sourced from third party suppliers or manufacturers. In these cases:

The warranty terms of the third party may apply.
Resolution timeframes and remedies may be controlled by that supplier.
We will facilitate the claim on your behalf, but all outcomes are subject to the third party’s warranty conditions.

These products remain covered under the Australian Consumer Law.

4. How to Submit a Warranty Claim

To ensure an efficient assessment, all warranty claims must be submitted with complete supporting documentation.

Submit claims to:

Queensland purchases: qldsales@pcfaustralia.com.au
New South Wales purchases: nswsales@pcfaustralia.com.au
Please include “Warranty Claim – [Invoice Number]” in the email subject line.

Required Information

1. Proof of Purchase

Original invoice issued by Queensland Office Industries Pty Ltd or New South Wales Office Industries Pty Ltd
Purchase date
Product codes and quantities
For dealer claims, proof of purchase from us

2. Clear Evidence of the Issue

Photographs showing the defect from different angles
Videos demonstrating movement or mechanical issues
Description of the issue, including when it was first identified
Serial numbers or labels if relevant

3. Site Information

Installation or delivery address
Contact person for site access
Details of any relocation since delivery

4. Additional Information when relevant

Maintenance or cleaning history
Details of any previous repairs
Confirmation that the product has not been altered

Incomplete submissions may delay assessment.

5. Return of Goods for Assessment

Some products may need to be returned to us for inspection. Purchaser Responsibility to Return Goods
Unless required otherwise under the Australian Consumer Law:

The purchaser is responsible for returning the goods to the supplying company at their own cost.
Items must be securely packaged to prevent transit damage.
We are not liable for damage caused due to poor packaging or freight handling.

When Return Freight Is Reimbursed

If the warranty claim is accepted as a valid manufacturing defect:

We will reimburse reasonable return freight costs if required by law, and
Replacement or repaired goods will be shipped back to the purchaser at no charge.

If the Claim Is Not Approved

If the assessment determines that the issue is not a manufacturing defect:

Return freight costs will not be reimbursed, and
Any costs to resend the item to the purchaser will be invoiced.

Large, Bulky or Installed Items

Where an item cannot reasonably be returned due to weight, size, or installation:

We may arrange a technician to attend the site.
If the claim is not accepted, travel, call out, and labour charges may be invoiced.

6. Freight Charges for Warranty Claims

Freight charges will be managed in accordance with the Australian Consumer Law.

Approved Claims
When a warranty claim is accepted:

Repairs or replacements are supplied at no cost, and
Standard outbound freight is covered by us.

Unapproved Claims
Where the claim is not approved:

All freight associated with returning or resending goods will be charged to the purchaser.
Inspection, call out, and labour charges may also apply.

Regional and Remote Locations

Additional freight, travel, or accommodation costs may apply for remote areas. These costs will be covered by us only where required under the Australian Consumer Law.

7. Warranty Exclusions

This warranty does not cover:

Normal commercial wear and tear
Misuse, abuse, or improper installation
Damage during relocation, transport, or storage after delivery
Incorrect cleaning products or poor maintenance
Alterations, modifications, or unauthorised repairs
Environmental exposure such as moisture, humidity, or outdoor conditions
Fabric fading, pilling, or texture variation within manufacturer tolerances
Damage caused by impact or negligence and misuse
Claims without proof of purchase
Claims where evidence is insufficient or unclear

Warranty may also be void if the claimant is not the original purchaser.

8. Assessment Process

Once a claim is received with all required information:

The claim is reviewed by our warranty team.
Inspection may be requested if required.
A determination will be issued in writing.

If approved, remedies may include repair, replacement, or refund, consistent with the Australian Consumer Law. For third party products, remedies may be dictated by the supplier’s warranty terms.

9. Limitation of Liability

Our liability is limited to the extent permitted by the Australian Consumer Law. We are not responsible for consequential or indirect loss arising from the use or failure of our products.

10. Contact

For all warranty claims and inquiries:

Queensland: qldsales@pcfaustralia.com.au
New South Wales: nswsales@pcfaustralia.com.au

Phone: (07) 3205 1622
Business hours: Mon–Thurs 7.30am–4pm AEST, Fri 7.30am-2pm AEST

11. Defects and Commercial Tolerances

PCF products are manufactured for commercial environments, where performance, durability, and consistency across volume production are prioritised over cosmetic perfection.

All products are assessed against industry accepted manufacturing tolerances, not domestic or decorative standards

11.1 What Is Considered a Defect

A product will be considered defective where there is a clear fault in materials or workmanship that results in one or more of the following:

Functional Failure

Product cannot perform its intended use
Mechanical components fail under normal use
Moving parts do not operate as designed

Structural Issues

Instability, excessive movement, or imbalance
Failure of joints, welds, fixings, or connections
Components separating, cracking, or breaking

Safety Risks

Sharp edges, exposed fixings, or unsafe finishes
Risk of injury under normal use conditions Major Manufacturing Faults
Significant visible defects when viewed under normal conditions
Incorrect product supplied that does not match specification
Finish failure such as peeling, flaking, or corrosion beyond normal wear

11.2 What Is Not Considered a Defect

The following are explicitly excluded and do not constitute a warranty defect:

A. Cosmetic Imperfections Within Tolerance

Minor marks, scratches, or blemishes that do not affect function
Slight inconsistencies in finish, sheen, or texture
Small surface irregularities typical of batch production

These are considered acceptable in commercial furniture manufacturing.

B. Visibility and Viewing Conditions
Products are assessed based on normal use conditions, not close inspection. A defect must be:

Clearly visible from a distance of approximately 1 metre, and
Viewed from a normal standing or seated position, and
Under standard indoor lighting conditions

The following are not considered defects:

Issues only visible within close proximity (for example within 300mm)
Issues identified using hands-on inspection, touch, or unusual angles
Issues visible only when viewed underneath, behind, or inside the product

C. Non-Visible and Secondary Surfaces
The following areas are not considered primary visual surfaces:

Undersides of desks, tables, and worktops
Internal faces of frames or cabinetry
Rear faces against walls
Hidden brackets, fixings, and internal components

Variations or imperfections in these areas are not considered defects.

D. Powder Coat and Painted Finishes
Due to the nature of powder coating and metal fabrication: Acceptable variations include:

Minor inclusions or dust particles
Orange peel or slight texture variation
Light variation in gloss or finish across components
Reduced finish consistency on edges, welds, and internal faces

The following are not defects unless severe and visible at 1 metre:

Minor chips or marks in non-visible areas
Slight unevenness in coating thickness
Touch-up marks within acceptable limits

E. Timber, Melamine, and Laminated Surfaces
The following are considered natural or manufacturing characteristics:

Variation in grain, tone, and pattern
Slight edging differences or joins
Minor surface texture variation

The following are not defects:

Colour variation between panels or batches
Minor edging inconsistencies not visible at 1 metre
Join lines or substrate characteristics within tolerance

F. Upholstery and Fabric Acceptable characteristics include:

Minor creasing or softening with use
Slight variation in fabric tension
Stitching variation within manufacturing tolerance
Fabric batch colour variation

The following are not defects:

Pilling or wear from normal use
Stretching or compression over time
Minor alignment differences

G. Alignment and Assembly Tolerances
Due to manufacturing and installation variables: The following are acceptable:

Minor misalignment between components
Small level variations due to floor conditions
Tolerances in joins, gaps, or spacing

These are not defects unless they impact function or safety.

H. Damage After Delivery
The following are not covered under warranty:

Damage during relocation or reinstallation
Damage caused by other trades or site conditions
Impact damage, scratches, or misuse
Incorrect cleaning methods or products

11.3 PCF Assessment Standard

All warranty claims are assessed using the following criteria:

Function First
Does the issue affect usability, safety, or structural integrity?
Visibility Test
Is the issue clearly visible at 1 metre under normal conditions?
Location of Issue
Is the issue on a primary visible surface?
Manufacturing Tolerance
Is the issue outside what is acceptable for commercial production?
Cause of Issue
Is the issue due to manufacturing, or external factors such as use, handling, or environment?

11.4 PCF Position

PCF does not manufacture to decorative or residential furniture standards.
Our products are designed for high use commercial environments, where minor cosmetic variation is expected and accepted.

Warranty claims based solely on cosmetic expectations outside commercial tolerances will not be approved.