All Your Questions Answered
FREQUENTLY ASKED QUESTIONS
How does the ordering process work?
Upon professing your interest with us:
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We will require your plans, your preferred balustrade style and colourings. Indeed, any information pertinent to the project.
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We will provide an indicative price, with our suggestions for consideration within 48 hours
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After discussions between the parties of any changes to the concepts we will finalize all details and issue for your approval
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We will invoice you as per the finalized details
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Payment is attended to and detail plans submitted to us together with any other information which will affect the manufacture or install processes.
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We will then provide a set out plan for your approval (and particularly of any and all measurements)
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You sign off on the accuracy of the representations
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We proceed to manufacture and dispatch
All you need do is attend to wall and floor fixings and attach the capping.
Are the balustrade panels easy to install?
Short answer: Yes!
Our balustrade is a modular, clip-together panel system embracing all of the simplicity of a Lego system. Nothing beats experience, of course, and everything is hard at first until one knows ‘how’ – then it is easy. Certainly, our customers have found it extremely easy. Check out our testimonials.
How long does the installation take per panel?
Based upon our statistics, once experienced, it will take no more than twenty minutes to install each panel. Our comprehensive installation details, provided with each panel pallet, will certainly aid the process with step-by-step instructions.
Will I require an expensive glazier and how hard is it to glaze?
Firstly, glazing requires qualifications and it’s not an easy or cheap task. The good news is that we totally solve this problem for you as we deliver your panels to the site 100% complete, which naturally includes the glazing which we do in our factory.
What tools of trade are required to peform the balustrade installation?
Nothing special that a competent do-it-yourself operator wouldn’t already possess.
In short:
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Battery powered drill
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Battery powered concrete drill with 12mm bit (if securing to concrete surface)
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Level
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String or flick line
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Marking pencil
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Drop saw with aluminium cutting blade (only if corner or fixing to wall)
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Rubber mallet (preferably white – but wrapping clear and clean plastic around mallet head will achieve the same result)
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Small handheld vacuum to clean concrete drill holes
Note: In addition to full installation instructions, we provide all required fixings and any speciality drill bits.
Who pays freight?
Freight is a customer cost, and it is passed on. However, as a gesture to our customers, we will subsidise the full amount of the freight bill by simply charging a nominal amount of $50 per pallet despatched and $50 for the handrails.
Our terms and conditions state that we have the right to freight by the most appropriate means possible, but we usually work these things out with customers on a case-by-case basis in advance. We do have concessionary rates with select freighters.
What certainty do i get in the on-time delivery of balustrades to site?
The delivery to site will be made by contracted professional transport companies who have picked up the boxes from our factory at Queanbeyan in NSW. Whilst we can get a good indication of likely delivery times, the unpredictability of events ‘on the road’ weigh heavily upon the actual delivery times.
What we can guarantee is manufacture within 4 days from the time when payment is made and the finalisation of plans and measurements signed off as Final by you, our customer, whichever is the latter.
Do you have delivery problems and delay caused by supply line problems?
No, for we hold a minimum of six months’ supply requirements of our two main raw materials – aluminium and glass. These are topped up at regular intervals, thus ensuring we won’t - and haven’t - been caught by supplies ‘on the wharf’ or ‘on the seas.’ All our frames, powder coating and glazing are done in our Queanbeyan factory. Put simply, we control the entire process, very few of our competitors do.
What happens if the pallet contains damaged or scratched panels?
We have guaranteed your order to be ‘fit for purpose’ where we will replace damaged panels, at our cost. Once identified, our process requires you to take an immediate photo of the damaged panel and send it to us. We will assess the damage and contact you with the solution.
How will my balustrade be packed and arrive at site?
Your Balustrade requirements will be securely placed in our purpose-built, highly visible timber box in specific order sequence. The boxes are deliberately constructed to withstand road travel anywhere in Australia.
Note: Arrival on site may require tail gate or forklift unloading. These matters will be discussed with you at the point of placing the order.
How will my balustrade be packed and arrive at site?
Your Balustrade requirements will be securely placed in our purpose-built, highly visible timber box in specific order sequence. The boxes are deliberately constructed to withstand road travel anywhere in Australia.
Note: Arrival on site may require tail gate or forklift unloading. These matters will be discussed with you at the point of placing the order.
What balustrade alternatives do you offer?
Rather than offer a complete range of products, we specialise in providing those designs and alternatives which [a] conform to our strong commitment to balustrade strength and safety and [b] which have proved their popularity in the marketplace. We do not offer a service of providing individual designs.
How do your baulstrades match with architects specifications?
Our product offerings largely comply with the great majority of specifications stipulated by architects or other involved in preparation of detailed plans. Where minor differences are noted, we discuss these with you, our customer, always with a view of progressing the project for the best outcome possible.
Why do you say your balustrade design is stronger and safer than others?
Firstly, this is a matter near and dear to our corporate heart. These are matters where we have spent considerable effort in arranging our manufacturing systems and modular balustrade designs to ensure strength and safety.
Specific examples include our hidden fixtures to balcony floors and walls to ensure a tamper proof outcome. We use chemical anchored M10 stainless steel studs into the concrete base, rather than screwbolts or dynabolts, because they do not move within the concrete over time; this is a prime cause of balustrade flexing and movement and the consequent and very obvious concerns about balustrade safety.
Additionally, all our product offerings have been assessed by NATA [the National Association of Testing Authorities]
Do you offer terms of payment?
In order to simplify matters and reduce unnecessary paperwork and administration, we require payment direct to our bank account or credit card payment prior to commencement of the manufacturing process.
Can I cancel after signing off on the order and the marked-up plans?
Short answer NO, but Balustrade Brilliance will in its absolute discretion consider matters on a case-by-case basis. Most definitely, there will be no cancellation granted under any circumstances once the job is allocated a place in our production systems. In the event of Balustrade Brilliance granting a cancellation or partial cancellation, it reserves the right to charge a cancellation fee of up to 15% of the value of the invoiced amount.
Can I make alterations after the signed-off plans have been forwarded to Balustrade Brilliance?
As a general rule, NO. But we will look at matters on a case-by-case basis and where alterations are necessary, we reserve the right to charge a plan alteration fee to compensate for extra costs incurred. Should this matter arise, we request the customer to make urgent contact with us by both phone and email, so that the matter can be speedily resolved.
What happens if the the balustrade measurments are different or incorrect?
Please understand that it is the customer’s specific duty to provide Balustrade Brilliance with the correct measurements in accordance with the set systems which requires the customer to measure twice using a digital measuring tool and to provide these measurements directly to Balustrade Brilliance.
From there, Balustrade Brilliance will provide full schematic drawings using these exact measurements as provided by the customer. It is the customers direct responsibility to sign off on these drawings or otherwise advise of any changes. At this point, the responsibility is that of Balustrade Brilliance and its computer driven laser systems to produce balustrading to those measurements. At our end there are no less than eight checks as to exactness, including the final check at the point of packaging in readiness for delivery.
If there are errors, the sole determinant of correctness shall be the customers signed off drawings.
If the delivered balustrade product differs and the margin of error is greater than that which can be easily corrected, then it is the fault of Balustrade Brilliance and it will make good by manufacturing and delivering the corrected parts.
If the error is at site and/or within the customers office and same reflects a measurement difference varying from the customers signed off drawings, then the customer will be responsible for the full costs of manufacturing and redelivery. Balustrade Brilliance will advise whether a return delivery of the incorrect parts is necessary and if so, the return delivery costs shall be borne by the customer.