Delivery and Installation Policy

Effective Date: January 15, 2024
Last Updated: January 15, 2024

Service Area

We provide delivery and installation services throughout the Sydney metropolitan area and surrounding regions:

Primary Service Areas (Standard Rates)

• Sydney CBD and Inner West
• Eastern Suburbs
• North Shore
• Northern Beaches
• South Sydney
• Western Sydney (up to Penrith)

Extended Service Areas (Additional Fees May Apply)

• Blue Mountains
• Central Coast
• Wollongong
• Southern Highlands

Contact us for service availability in your specific location.

Pre-Installation Process

1. Initial Consultation

• Free in-home measurement by our expert team
• Design consultation to discuss your requirements
• Written quote valid for 30 days
• 3D design mockups for complex installations (if applicable)

2. Order Confirmation

• 50% deposit required to commence manufacturing
• Production timeline typically 2-3 weeks
• Installation scheduling arranged during production
• Pre-installation checklist provided to customer

3. Pre-Installation Requirements

Customer must ensure:

• Clear access to installation area
• Removal of existing furniture from work area
• Wall preparations completed (painting, repairs)
• Electrical/plumbing work completed if required
• Adult supervision present during installation

Delivery Process

Scheduling

• Advance notice: 48 hours minimum before delivery
• Time windows: Morning (7am-12pm) or Afternoon (12pm-5pm)
• Confirmation call: Day before scheduled delivery
• SMS updates: On delivery day with 1-hour arrival window

Delivery Conditions

• Ground floor delivery included in standard pricing
• Stairs/lift access: Additional fees may apply for difficult access
• Protected transport: All items wrapped and secured
• Inspection required: Customer must inspect items upon delivery
• Signature confirmation: Required for all deliveries

Installation Services

Standard Installation Includes

• Professional assembly of all wardrobe components
• Wall mounting and securing to Australian Standards
• Door and drawer adjustment for perfect operation
• Basic cleanup of installation area
• Quality inspection with customer walkthrough

Installation Timeline

• Single wardrobe: 4-6 hours
• Double wardrobe: 6-8 hours
• Walk-in wardrobe: 1-2 days
• Multiple units: Quoted individually

Safety Standards

All installations comply with:

• Australian Standard AS 4935-2009 (Furniture Safety)
• Building Code of Australia requirements
• Work Health and Safety Act 2011 (NSW)
• Fair Trading NSW requirements

Customer Responsibilities

Before Installation

• Ensure access: Clear pathways and work areas
• Protect belongings: Remove or cover valuable items
• Parking arrangements: Reserve space for installation vehicle
• Power access: Ensure availability of power outlets
• Pet safety: Secure pets during installation

During Installation

• Adult presence: Authorized adult must be present
• Decision maker: Available for any questions
• Final positioning: Confirm placement before securing
• Immediate inspection: Check work before team leaves

After Installation

• 24-hour settling period: Allow adhesives and adjustments to set
• Care instructions: Follow provided maintenance guide
• Report issues: Notify us within 48 hours of any concerns

Rescheduling and Cancellations

Customer-Initiated Changes

• More than 48 hours notice: No charge
• 24-48 hours notice: $150 rescheduling fee
• Less than 24 hours: $300 cancellation fee
• No show: Full installation fee charged

Company-Initiated Changes

• Weather delays: No charge, priority rescheduling
• Supply issues: No charge, compensation may apply
• Emergency situations: Work with customer on alternatives

Installation Standards

Quality Assurance

• Licensed installers: All staff properly qualified and insured
• Insurance coverage: $20 million public liability
• Warranty coverage: 10-year structural warranty
• Compliance certificates: Provided where required

Workmanship Standards

• Level installation: Using professional equipment
• Secure mounting: Appropriate fixings for wall type
• Smooth operation: All moving parts properly adjusted
• Clean finish: No visible damage or marks
• Complete functionality: All features operational

Special Circumstances

High-Rise Buildings

• Building management approval: Customer’s responsibility
• Booking requirements: For lifts and loading docks
• Time restrictions: We comply with building rules
• Additional fees: May apply for complex access

Heritage or Strata Properties

• Approval documentation: Required before installation
• Special requirements: We accommodate restrictions
• Compliance: With all strata by-laws

Damage and Liability

Our Responsibility

• Installation damage: We repair or compensate
• Product defects: Covered under warranty
• Property protection: Drop sheets and protective materials used

Customer Responsibility

• Pre-existing damage: Document before we arrive
• Hidden hazards: Inform us of any issues
• Structural issues: Not covered by our service

Payment Terms

Payment Schedule

• 50% deposit: Upon order confirmation
• 50% balance: Due on installation day
• Payment methods: Cash, bank transfer, credit card

Additional Charges

Clearly quoted before work begins:

• Removal of old units: From $150
• Difficult access: From $100
• After-hours installation: 50% surcharge
• Regional delivery: Based on distance

Post-Installation Support

Immediate Support

• Installation review: Walk-through with installer
• Operation demonstration: How to use and adjust
• Care instructions: Provided in writing
• Contact details: Direct line for support

Ongoing Support

• 48-hour callback: To ensure satisfaction
• Adjustment period: Free minor adjustments within 30 days
• Warranty service: As per warranty policy
• Maintenance advice: Available anytime

Health and Safety

We maintain the highest safety standards:

• COVID-safe practices: Following current health guidelines
• PPE usage: All staff properly equipped
• Site safety: Barriers and signage as needed
• Waste disposal: Environmentally responsible practices

Complaints and Resolution

If you’re not satisfied with delivery or installation:

1. Immediate concerns: Speak with installation team leader
2. Within 48 hours: Call (02) 9188 4800
3. Formal complaint: Email service@builtinwardrobessydney.com.au
4. Fair Trading NSW: If we cannot resolve your concern

Contact Information

Installation Support Team
Phone: (02) 9188 4800
Email: install@builtinwardrobessydney.com.au
Hours: Monday-Friday 7am-5pm, Saturday 8am-12pm

External Resources

• Fair Trading NSW - Home Building
• Australian Standard AS 4935-2009
• SafeWork NSW

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This policy ensures transparent, professional delivery and installation services. We’re committed to exceeding your expectations while maintaining the highest safety and quality standards.