Warranty and Terms of Purchase

By purchasing any items from UpDown Desks Australia Pty Ltd on this website you are agreeing to the following terms and conditions. These terms and conditions apply notwithstanding any other information contained on this website or anywhere else.

30-Day Money-Back Guarantee With Free Returns

UpDown Desk offer a risk-free, 30 Day Money Back Guarantee on all PRO Series electric standing desks and manual crank desks. This enables you to experience the quality of our standing desks first hand, with complete peace of mind. What's more, we'll pay for the cost of the shipping if you need to return your product!

The conditions of the 30 Day money back guarantee are:

  1. The 30 day period begins from, and including, the day that your desk is delivered to your nominated address. 
  2. If you wish to return your desk, you must notify us by 5pm on the 30th day.
  3. We will organise a courier pickup and email you shipping labels (at our cost). With the exception of normal installation screw holes in the desktop, the desk must be returned completely undamaged and in the original packaging, allowing us to resell it. We may make a reasonable deduction from the refunded amount if this is not the case.
  4. ​Only valid to the original purchaser.
  5. Refunds apply to the cost of the products only. Installation fees and original shipping cost (if applicable) will not be refunded.
  6. ​Does not apply to custom desktops, modified desktops (e.g. desks with cable hole cuts), made to order desktops or orders totaling 3 or more desks for the same purchaser / delivery location.


    If you wish to return your desk, please CONTACT US.


    Warranty

    PRO Series Electric Desk Frames Purchased after 30 June 2020 

    • UpDown Desk PRO Series electric standing desk frames come with 10 years warranty.
    • The 10 year warranty covers the desk frame and all electrical components.
    • ​The warranty covers any material faults in the desk frame that prevent the normal use of the desk.
    • The warranty does not cover -
      • Decline in performance that can occur with use that is not "Normal Use" (see below for definition).
      • Normal wear and tear from use over time.
      • Damage caused by incorrect or inaccurate assembly / disassembly, inappropriate cleaning supplies used, misuse or abuse, using the desk frame with products not appropriate for the desk frame, modifications of the desk frame (unless prior written approval is received from UpDown Desks Australia Pty Ltd.) or force majeure, such as floods, fire or hurricanes.
    • The warranty is only valid for the original purchaser of the product and is non-transferable.
    • The warranty is only valid for purchases made from this website. 
    • If you break the desk or any components from misuse, the warranty is void on those components. If they need replacing, you will be required to purchase the replacement part. Please contact us if you need replacement parts, as we keep most spare parts on hand.


    PRO Series Electric Desk Frames Purchased before 30 June 2020

    UpDown Desk PRO Series -

    • UpDown Desk PRO Series electric standing desk frames come with 5 years warranty.
    • The 5 year warranty covers the desk frame and all electrical components.
    • ​The warranty covers any material faults in the desk frame that prevent the normal use of the desk.
    • The warranty does not cover -
      • Decline in performance that can occur with use that is not "Normal Use" (see below for definition).
      • Normal wear and tear from use over time.
      • Damage caused by incorrect or inaccurate assembly / disassembly, inappropriate cleaning supplies used, misuse or abuse, using the desk frame with products not appropriate for the desk frame, modifications of the desk frame (unless prior written approval is received from UpDown Desks Australia Pty Ltd.) or force majeure, such as floods, fire or hurricanes.
    • The warranty is only valid for the original purchaser of the product and is non-transferable.
    • The warranty is only valid for purchases made from this website. 
    • If you break the desk or any components from misuse, the warranty is void on those components. If they need replacing, you will be required to purchase the replacement part. Please contact us if you need replacement parts, as we keep most spare parts on hand.

    UpDown Desks PRO Chairs

    All UpDown Desks PRO Chairs come with a lifetime warranty. The warranty excludes normal wear and tear.


    Round/Slim Series (Omni) -

    • No longer under warranty. Contact us for assistance.


    Other Desk Frame Brands

    • Manufacturer's warranty applies - see description on individual product descriptions.

    Definition of "Normal Use"

    • Equalling the industry standard in electric sit/stand desks, the PRO Series frame is designed with a duty cycle of 10%. In practical terms, this equates to 6 minutes per hour or 2 minutes per 20 minutes (i.e. 2 minutes on, 18 minutes off). Considering the average time to shift the desk from a sit to stand position (or vice versa) is only 15 seconds, this is more than enough for most applications. The 10% duty cycle should not be exceeded as it may result in overheating of the motor and control box, and in turn reducing the life of your desk.
    • Keep the weight on your desk as evenly distributed as possible, to avoid uneven load on the motors.
    • Don't use the desk more than single-shift length i.e. 8 hours per day / 5 days per week. Overuse will reduce the warranty length accordingly e.g. double-shift use will halve the warranty length.

    Desktops

    Desktops come with a 5 year warranty unless otherwise specified on individual product pages. Warranty does not cover -

    • Wood products that experience natural shifting of colour over time or due to light exposure.
    • Normal wear and tear from use over time.
    • Damage caused by incorrect or inaccurate assembly / disassembly, inappropriate cleaning supplies used, misuse or abuse, using the desk top with products not appropriate for the desk top,or force majeure, such as floods, fire or hurricanes.
    • Modifications to the desk top excluding:
      • grommet holes installed by UpDown Desks Australia Pty Ltd, or
      • if prior written approval is received from UpDown Desks Australia Pty Ltd.
    • Consistency of colour, texture or pattern of the grain across purchases.
    • The colourfastness of the desktop over its lifespan.


    Products from Other Brands

    The warranties for products made by other brands sold on this website are noted on each respective product page. Please contact us if you need more information.

    Accessories

    Accessories have a 12-month warranty. ​Warranty does not cover -

    • Wood products that experience natural shifting of colour over time or due to light exposure.
    • Normal wear and tear from use over time.
    • Damage caused by incorrect or inaccurate assembly / disassembly, inappropriate cleaning supplies used, misuse or abuse, using the desk top with products not appropriate for the desk top, modifications of the desk top (unless prior written approval is received from UpDown Desks Australia Pty Ltd.) or force majeure, such as floods, fire or hurricanes.


    CLAIMING WARRANTY

    If you wish to claim your warranty, please email us explaining what has happened. Include in your email the following:

    1. A photo of the back of the control panel (so we know what model you have).
    2. A photo of the front of the control panel (so we know what model you have).
    3. A video attachment that clearly shows the fault (so we can try to diagnose the problem for you). Video attachments should be sent via wetransfer.com or attached in your email.

    Once we have all of this information we can assess the warranty claim. You may be required to send faulty parts to our warehouse for inspection.

    If your product is faulty, we will replace the faulty component with an identical product. If we cannot replace the component, we will offer you a refund of the purchase price, minus any shipping fees. 


    Shipping

    Authority to Leave

    ​All orders will be marked as "Authority to Leave". If you do not wish for your order to be marked "Authority to Leave", please let us know before ordering as additional charges from our shipping partners will apply.

    Products Damaged in Transit

    All products leave our storage facility in perfect condition. If they arrive to you damaged, this has occurred in transit. In such instances, you will be entitled to receive a replacement. If a replacement is not possible, you will be entitled to receive a refund up to the value of your damaged product.

    To claim and receive your replacement product or refund, you must contact UpDown Desk within 2 business days of receiving your product(s) to report the damage. Please send photos of the damaged product to us via email.