Customer Service
KidSpace playhouses are quality crafted and built to last many years when used for intended purposes. Our workmanship is covered under limited warranty for a period of 12 months from the time of delivery. All KidSpace Playroom playhouse beds are designed and manufactured in accordance with Australian Safety Standards (AS/NZS 4220). KidSpace Playrooms are not liable for any injuries caused from using our playhouse beds. All loft areas have a maximum load rating of 120kg when used as intended. Intentional misuse of your playhouse bed will void any warranty. If KidSpace Playrooms collects personally identifying information to gain entry into one of our password-protected areas or to enter into a promotion, KidSpace Playrooms will not sell, rent, or share this information with any other organization. When you register for certain sales promotions, we may share the information with a KidSpace Playrooms channel partner that we feel can help meet your needs. If you don't want to have this information distributed to others, or if you want to tell us that you do not wish to receive additional information from us, please contact us. 1. Interpretation of terms: "Agreement" means an agreement between the Customer and KidSpace Playrooms to supply Good(s), which consists of the Order and these Conditions. "Conditions" means the Terms and Conditions outlined in this document. "Customer" means the person or legal entity depicted in KidSpace Playrooms Cart, Receipt or Invoice. "Damaged Good(s)" means defects that impairs the value of the Good(s). "Delivery Address" means the address the Good(s) are to be delivered to as stated on the Receipt or Invoice. "Good(s)" means the Good(s) described in an Order to KidSpace Playrooms. "Order" means an Order by the Customer to purchase Good(s) from KidSpace Playrooms. The Order may be provided by our online Shopping Cart, by email or by fax. 2. The Agreement 2.1 An Agreement exists between the Customer and KidSpace Playrooms for the purchase of the Good(s) by the Customer from KidSpace Playrooms once KidSpace Playrooms accepts an Order by way of order confirmation. 2.2 Each order is its own agreement. 2.3 The Customer acknowledges and agrees to be bound to the Conditions outlined in this document. 3. Order 3.1 The Customer will begin placing an Order with KidSpace Playrooms by either: (a) Selecting the Good(s) from a product list on the website using the Shopping Cart interface, (b) In writing by fax or mail. 3.2 For the Customer to place an Order with KidSpace Playrooms a deposit of thirty percent (30%) of the total cost must be received by KidSpace Playrooms. For an Order to be accepted and confirmed by KidSpace Playrooms, monies transferred to KidSpace Playrooms must be received. 3.3 KidSpace Playrooms do not accept orders for shipment outside of Australia. 3.4 Orders and deposits once placed with KidSpace Playrooms are non-cancellable and non-refundable except as detailed in Section 7 “Refund Policy”. For complete details refer to Section 7 “Refund Policy”. 3.5 If the Customer does not advise KidSpace Playrooms that they do not wish to proceed with their order due to lead times confirmed as “Projected Delivery Date” on a KidSpace Playrooms order confirmation within 5 days, then the order will be taken as having been accepted. 4. Pricing 4.1 All prices listed on the website are in Australian Dollars ($AUD) and inclusive of all taxes. KidSpace Playrooms reserve the right to alter prices without notice. 4.2 Any change in prices by KidSpace Playrooms will not be applicable to confirmed orders. 4.3 Delivery charges are additional to product prices and are shown or advised separately. 5. Payments 5.1 The Customer shall pay for all shipping and handling charges. 5.2 Payment must be made in full to KidSpace Playrooms and all funds must be received prior to the delivery of the Good(s). 5.3 Payment can be made using the following methods: (a) Electronic Funds Transfer (EFT) (b) Bank cheques and money orders (c) PayPal (will incur a 2% fee of the total payment amount) 6. Delivery, Receiving and Inspection/Unpacking Good(s) The correct delivery, correct receipt process and inspection/unpacking of our good(s) are very important steps to us to ensure your total satisfaction. Our packaging is designed to protect our good(s) every step of the way from the factory to your home. It is important that the instructions are strictly followed when receiving the good(s) and also in the inspection/unpacking process. 6.1 Receiving Instructions and Customer Obligation. 6.1.1 It is the obligation of the customer to follow the Receiving Instructions 6.1.2 KidSpace Playrooms’ carrier will co-ordinate with the Customer the actual day and time of delivery. The Good(s) will be delivered to the specified address on the order between normal business hours (Monday - Friday, 9am - 5pm). If the Customer is not at home between the hours agreed with the carrier and an additional delivery visit is required, then the customer will incur any additional delivery charges that may apply. 6.1.3 To help keep freight costs low, the customer may be required to assist the delivery driver in unloading goods off the truck at the time specified, but the delivery drivers are not obliged to assist unloading into the house. 6.2 RECEIVING INSTRUCTIONS - IMPORTANT - READ CAREFULLY: Step 1. Inspect the outside of the package prior to signing for receipt. If you are satisfied that the carton appears to be in sound condition and you could reasonably expect the contents to be in good condition then sign for delivery once the goods are delivered to your home with no damage caused to the goods in it’s unloading. If you are not satisfied with the appearance of the carton and have reasonable grounds to believe the contents of the carton are damaged you should NOT accept delivery. If there are clear visible signs of damage to this consignment such as obvious signs of: a) Mishandling b) Holes in the packaging c) Significant water damage d) Or other clear evidence that the goods are damaged such as broken parts. If any of the above signs are evident DO NOT SIGN THE DELIVERY DOCKET Step 2. Review with the delivery driver. If you are satisfied with the condition of the carton – ideally before the carton is unloaded from the truck– then inform the driver where you would like the package unloaded. If you are not satisfied - with the condition of the carton (i.e. there are signs of damage which would lead you to suspect damage to the contents of the carton) then tell the driver that your instructions are to not accept delivery. DO NOT SIGN THE DELIVERY DOCKET UNTIL THE PRODUCT IS SAFELY IN YOUR POSSESSION DO NOT SIGN THE DELIVERY DOCKET IF YOU SUSPECT THAT THE GOODS MAY BE DAMAGED Step 3.The Delivery Docket If you are satisfied with the delivery simply sign the delivery docket. Your signature on the delivery docket – with no other comment – will be deemed to be acceptance of the goods delivery by you and you are satisfied that you could reasonably expect the goods to be in good condition based on observation of the exterior packaging. If you are not satisfied – based upon damage to the exterior carton then do not accept the delivery, do not sign the delivery docket but note clearly on the delivery docket: ‘GOODS DAMAGED - NO DELIVERY'. There is NO obligation for you to sign the delivery docket if you are not accepting the delivery. If you are not satisfied – with the manner in which the goods were unloaded from the delivery truck, perhaps handled into your home, or if they were roughly handled in any way which would cause you to be concerned about possible damage to the goods then you should note the particular issue clearly on the delivery docket e.g.: 'PACKAGE DROPPED 6” OFF TRUCK’ ‘PACKAGE DRAGGED DOWN STAIRS’ 6.3 INSPECTION & UNPACKING INSTRUCTIONS – IMPORTANT – READ CAREFULLY: It is the obligation of the customer to follow the Receiving Instructions: Unpack the product carefully following the instructions marked on the package, the instruction manual or other internal packaging and instructions as provided. 6.3.1 Inspection – Within 2 Days Requirement KidSpace Playrooms require that the contents of the Goods, when delivered, are inspected within a reasonable time from that delivery. A reasonable time is deemed to be no longer than 2 days from the date shown on the delivery docket. If you suspect any short delivery of components or any other concerns please contact us by phone, fax or email. Early advice will enable prompt rectification if required. If we are not advised of short delivery within the agreed period then delivery will be deemed to be complete. We may require photographs to be sent to us to allow assessment of any “alleged damage”. Please note: Inspection does not mean complete unpacking – it means: - the package should be undone on at least one side - a preliminary inspection of the product to ensure there are no obvious signs of damage to the body/components of the item. 6.3.2 Unpacking Obligation for Installation The Customer is required to follow all standard instructions and procedures as specified in this document and the KidSpace Playrooms Instruction Manual and any other relevant documents provided. Failure to follow these procedures and instructions as provided may void KidSpace Playrooms warranty provisions. 6.4 Damaged Goods Obligations and Process Our objective is to ensure that you receive our high quality products in factory fresh condition and specification and that is why we are very particular about how our good(s) are handled, received, inspected and installed. We care about our products. Sometimes things go wrong and we have established a process we follow should a problem occur – such as a short delivery from the factory or a damaged panel in transit. Any Damaged Goods will be assessed by a KidSpace Playrooms representative who will determine the action to be taken and will include options of repair, replacement or partial refund at KidSpace Playrooms’ discretion. Our objective is to identify any issues early and to rectify them promptly: - We inspect all our products prior to their dispatch via our authorized carrier. - We require our customer to ensure there is no major obvious damage to the outer carton of the good(s) when received by the customer. - We require our customer to inspect there is no obvious damage of the carton contents within 2 days of receipt. - We require our customer to follow the instruction manual when installing the product. - We provide a full 1 year structural warranty on all our products from date of receipt by the customer. For warranty enquiries, please email Customer Service at kidspaceplayrooms@gmail.com If there is customer dissatisfaction about any aspect of our product or service, or if there an alleged warranty issue- we require the buyer to notify KidSpace Playrooms in writing via fax or email or mail outlining the issue direct to KidSpace Playrooms on the contact details provided ASAP. We undertake to contact the customer and discuss the issue within 7 days and will endeavour to rectify any issue deemed to be our responsibility *subject to availability of any particular parts or staff required to resolve the issue* We undertake to keep the customer informed on a regular basis as to the progress of the resolution. 7. Refund Policy Once an Order has been received, confirmed and the deposit of thirty percent (30%) or full payment has been received by KidSpace Playrooms for any of the Goods shown on the Australian website www.kidspaceplayrooms.com.au we will take it that the customer wishes to proceed with the order. The goods ordered will be allocated to the customer and our regular sales process will proceed to ensure the goods are delivered to the customer in good order. Order(s) are non-cancellable and non-refundable following a period of 48 hours of receipt of the order by KidSpace Playrooms. Notice of cancellation will only be accepted in writing by mail, fax or email within 48 hours of confirming the order. For the purposes of clarity, KidSpace Playrooms will acknowledge cancellations in writing and confirm refund details. No refund will be given for “Change of Mind” after 48 hours subject to the extent permitted by law. Following receipt of the order our customer service team will contact the customer and provide a delivery date. If the Customer does not advise KidSpace Playrooms in writing within 48hrs that they do not wish to proceed with the order due to the projected delivery dates advised on the Order Confirmation, then the order will be taken as having been accepted. If the order is then cancelled after the 48hrs, the total deposit paid will be forfeited . 8. Title to the Good(s) Title in the Good(s) shall pass from KidSpace Playrooms to the Customer when payment in full has been received by KidSpace Playrooms and full acceptance of the delivery of the Good(s) by customer at the Delivery Address. 9. Product Range and Availability 9.1 Good(s) are subject to changes from time to time due to production, scheduling, specifications, availability and shipping as advised by the manufacturer. KidSpace Playrooms reserves the right to make changes without notice. (Refer to section 10 for details of Warranty Policy). 9.2 All Good(s) are subject to availability and a delay in delivery to the Customer may occur. KidSpace Playrooms will undertake to deliver the Good(s) at the earliest possible time. Following initial order Customer will be quoted a projected delivery date by our Customer Service Team. (Refer to Section 7 for details of Refund Policy). 10. Warranty 10.1 Customer Obligation: The Customer is required to follow all standard instructions and procedures as specified in this document, the KidSpace Playrooms Instruction Manual and any other relevant documents provided. Failure to follow these procedures and instructions as provided may void KidSpace Playrooms Warranty provisions. 10.2 The Customer recognizes that each bed has a number of hand finishing stages and as such some minor variations, inconsistencies, minor blemishes or abrasions. This is all part of the handcrafted nature of our product, therefore is not considered damage and as such will not constitute damaged goods for the purposes of warranty provisions. 10.3 KidSpace Playrooms will always attempt to be as accurate and specific as possible about the description of the goods but we are unable to warrant the product description as being completely reliable or error free due to changes, occasionally made by the factory, during the production of the items of which we may or may not have been advised. 10.4 KidSpace Playrooms shall have no liability to you for consequential or incidental damages of any kind whatsoever, including but not limited to personal injury, property damage, financial loss or other economic injury. 10.5 KidSpace Playrooms provides to the original consumer/purchaser or recipient a structural warranty under normal use and service for a period of 12 months from date of purchase and receipt for the Good(s) by the original purchaser. KidSpace Playrooms’ obligation under this warranty shall be limited to repairing the product with new or renewed components or, at its discretion, replacing it with a new or renewed product. This warranty does not include damage to product or components resulting from abuse, accident, alteration, climatic/environmental conditions, damage beyond normal use, freight damage, mishandling, misuse, or unauthorized repair to the extent permitted by law. 10.6 Minor adjustments not covered under Warranty – Set-up. Set-Up means the process of following the instructions provided to unpack and position the product. This includes but is not limited to unpacking and checking all parts. 11. Liability 11.1 The Customer acknowledges that the Good(s) are provided "AS IS" and that KidSpace Playrooms is not making and has not made any warranty or representation as to KidSpace Playrooms suitability for any particular purpose. The Customer agrees that in purchasing from and using KidSpace Playrooms, the Customer is not relying on any statement or representation made by KidSpace Playrooms, which is not expressly contained in this Agreement, subject to any non excludable liability or breach of condition for warranties implied by legislation and to the maximum extent permitted by law. 11.2 You agree to waive any and all claims that you now have or may have in the future against KidSpace Playrooms which relate to or are incidental to any transaction, subject to any non excludable liability. 11.3 The Customer agrees that any liability of KidSpace Playrooms arising out of or in connection with any breach of express or implied warranty or condition in respect of the Good(s) or services supplied to the Customer through KidSpace Playrooms will, at the election of KidSpace Playrooms, be limited to: (a) if the condition relates to the Good(s), the replacement of the Good(s) or supply equivalent Good(s); and\ (b) if the condition relates to services, the supplying of the services again or the payment of the cost of having the services supplied again. 12. Governing Laws 12.1 These Terms and Conditions shall fall under the jurisdiction of the courts of Queensland, and governed by the laws of Queensland. KidSpace Playrooms ABN 13 736 542 825 E: sales@kidspaceplayrooms.com.au P: 0424 158 600 |
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