Conditions of the Delivery Service with Installation
A- Access to the building
Installation services are not carried out in buildings that are not fit for use and are still a "building site". If the fitters find a construction site, they are authorised to interrupt the delivery operations. The customer can choose whether to receive the delivery at kerb (without any refund) or whether to schedule a second delivery with installation after completion of the construction site (in this case storage and second delivery costs will be charged).
The stairwell to be used for the passage of the packages must fall within the definition of "Accessible Staircase".
An accessible stairwell means that the stairwell must allow the passage of the package and people involved in its handling.
To be considered accessible, the stairwell must:
- be at least 80 cm wide and 210 cm high;
- in the case of linear staircases (1), have a minimum landing of cm 80 x 80;
- in the case of two flights of stairs with 180° turns (2), have a minimum landing of cm 80 x 170;
- in the case of two flights of stairs with 90° turns (3), have a minimum landing of cm 120 x 120.
Even in the case of an "accessible" stairwell, when the delivery includes one or more bulky products, it is the customer's responsibility to check that the stairwell still allows the handling of the packages. here are some examples of bulky packages (non-exhaustive list):
- large fixed table tops (especially in glass or stone);
- stone table bases;
- large "whole" straight sofas;
- king size sofa beds;
- large-scale fitted sideboards;
- large display cabinets;
- double-door refrigerators;
- washing machine / dryer columns;
- kitchen columns with a width of more than 60 cm.
It is the customer's responsibility to provide correct information: partial or incorrect information may lead to the situation where packages that do not pass through the stairwell (or doors) are left "at curbside" or at intermediate points along the route, without any claim to a refund.
In the case of a "non-accessible" stairwell, or staircases with a different shape from the examples shown, you should contact Customer Services before purchasing.
B- Aerial work platform
In some cases (resulting from various combinations of high floors, volume of the supply, large packages, type of stairs and access routes), the need may arise for the use of a so-called "aerial work platform" (a specific vehicle with a mechanical arm for lifting furniture from the street to a window in the building): in these cases, a specific quote is formulated that includes the necessary inspection and rental of the aerial platform (during the inspection, the feasibility of the operation and the possible need for permits are checked).
It is possible that for some deliveries the Fitter provides the aerial work platform himself (even if the ladder is accessible and there are no voluminous packages); in these cases the cost of the inspection and rental is already included in the assembly service quote (but in case there's the need of permits, these are excluded).
In any case, when the use of an aerial work platform is necessary, delivery times are likely to be longer.
C- Role of the Customer
The client must be present and relatively involved the whole time of the installation.
If this is not possible, it is very important for the customer to delegate this presence to people who are fully informed of the customer's wishes and expectations, of the operating methods of the installation service, and who also have decision-making autonomy in their relations with the installers.
It is the Customer's responsibility:
1- to have the access ways and the assembly area found free of obstacles and in a state of overall cleanliness;
2- to provide access to electricity in the premises;
3- point out the position of anything that could potentially conflict with the assembly of the furniture (normally electrical or plumbing installations hidden in the walls);
4- verify the adequacy of the walls with respect to the fastening of the furniture with the use of "standard" anchors (a thickness of 12 cm is necessary but not sufficient condition for the tightness of suspended furniture; additional factors such as the tensile strength of the covering panels or of the material inside the wall, or the plaster's resistance to vibration, are full responsibility of the client);
5- help the installation team to verify the conformity of the products ordered before proceeding with the assembly;
6- confirm the positioning of the furniture by indicating to the installers the exact position required.
D- What is not included
The installation service does not include:
1- any permits for access to Limited Traffic Zones;
2- any permits for the occupation of public land (in case of use of an aerial platform);
3- any additional handling costs in the event of an actual distance greater than that indicated in the order (distance from the unloading area to the destination rooms);
4- disassembly and collection of used goods;
5- special processing such as cable holes or grooves for electrical sockets (except any processing discussed and authorised during the purchase);
6- plumbing or electrical connections (and the installation of electrical appliances not purchased with the kitchen);
7- the use of chemical plugs for fixing to walls (possibly not suitable for fixing using standard plugs);
8- the assembly of any replacements of product parts that do not compromise the substantial completion of the assembly (returns and replacements of such parts are foreseen with delivery at curbside, or require the possible purchase of a new installation service);
9- future adjustments that become necessary after the neutral settling of furniture (e.g. adjustment of hinges, sliding doors coming off their track, adjustment of opening/movement mechanisms).
E- Completion of the service
Any anomalies found on the products or in the environment may prevent the installation from being completed; in these cases, the installer assesses the situation to decide how to proceed and whether to complete the installation.
At the end of the installation, the customer is obliged to check the furniture received together with the installers and to sign the "Delivery Report" document (prepared in two copies, one for the Installer Partner, one for the customer). In the event of anomalies, detailed photographic documentation of the affected part must be taken at the same time as signing the Delivery Report and a report must be sent to Customer Service within 48 hours of delivery.
Once the service has been completed, the installers leave the working environment in a state of order and overall cleanliness. Packages are collected, folded and either placed in the location in the building indicated by the Customer (it is the Customer's responsibility to indicate a location consistent with any building regulations and municipal directives), or collected and disposed of (if the specific service is indicated as "included" in the delivery area).
Customer Care is always available at 0039.0362.682.683 and at [email protected].
