Universal Fans Reviews

Hi, we’re sorry for your experience and we were also very disappointed when your order was rejected by customs. Although we do fill overseas orders, we mainly serve the Australian market and it’s not possible for us to monitor the customs requirements for all overseas destinations. This is why it’s necessary for us to have a strict no returns policy on overseas orders. As you mention, Eunice put in a great deal of effort to try and resolve this case, and made her own enquiries to follow up the documents you needed from the manufacturer. Unfortunately, in the end she had no luck. We are currently reviewing our policy regarding the way we process overseas orders, in order to prevent similar disappointment for future customers as we move forward. This will include actively encouraging customers to research the customs requirements for their destination country. Your case was probably one of the most complicated we’ve had to deal with, and unfortunately we couldn’t offer you a refund. We would like to offer our sincere apologies for the disappointment you felt when you received our final email. Everyone at Universal Fans, including management, was hoping for a better resolution, but this was a very complex problem.

We're very sorry about this. Obviously when mistakes like this happen, it's extremely frustrating for everyone involved. Our warehouse dispatches 100s of orders each day and we can assure you this a very rare occurrence. We are working with our warehouse staff to create better procedures to further reduce these sorts of mistakes. We sent your tracking information through by email yesterday and we apologise for our delayed response. If we can be of further assistance you can reach our team by emailing sales@universalfans.com.au