Delivery Terms & Returns

Delivery Terms & Conditions | Puji.com

Delivery Terms & Returns

Here at Puji we work hard to ensure you get your goods delivered as soon as possible and aim to have them delivered within 7 days of arriving into stock.

  • For large furniture items our friendly delivery team will contact you in advance to schedule in a mutually suitable day and time.  We'll even call you 1 hour prior to arrival so you don't have to spend a whole day waiting for us to arrive.
  • You will only be charged one delivery charge for orders containing multiple items. If your order contains a large furniture item, the final delivery charge is based on your post code. Please check the final price displayed at checkout.
  •  To avoid a delivery charge you can arrange a collection direct from our London based warehouse.  Simply select the 'Collect For Free' option.  You may collect your item from our warehouse by prior arrangement only.  Collection times can be arranged by contacting customer services on 0208 886 3000 or emailing info@puji.com

Standard Accessory/Small Furniture Delivery

 Terms and Conditions:
  • Free Delivery on accessory orders over £50 applies to standard £4.95 shipping charge.
  • All our standard delivery and small furniture items will be dispatched directly from our warehouse and with you within 14 working days of arriving into stock.  If you have placed an order containing a large furniture item or an item out of stock we will wait until everything arrives into our warehouse so they can be dispatched together.  If you prefer to have them delivered separately please contact us on 0208 886 3000.
  • Items will be delivered by an external courier company.  They will require a signature and if you are not at home to receive your goods, you will receive a notification card.  Please liaise with the courier company directly to arrange re-delivery.
  • Postcodes in the following area will incur a further £7 charge which will be added at checkout
    - Highlands and Islands of Scotland : IV, HS, KA27-28, KW, PA20-49, PA60-78, PH17-26, PH30-44, PH49-50, ZE
    - Northern Ireland, Isle of Man and Isles of Scilly: BT, IM, TR21-25
  •  All standard delivery and small furniture items that are 'IN STOCK' or subject to an 'ordering time' require 100% payment at point of ordering.
  • On accessory deliveries you are paying for shipment to your front door.

Large Furniture/Van Delivery

Terms and Conditions:
  • Deliveries are charged depending on the distance being travelled.  Please check price stated when ordering.  The price includes assembly to most areas and if requested any removal of packaging.  On Large furniture and 2 man delivery services you are paying for a delivery to ground or first floor by stairs or by lift to any floor.  If you are on the second floor or above or have any access issues please call 0208 886 3000 for quotes.  It is your responsibility to make the salesperson aware of this issue at the time of the sale.  If not then charges will be applied at the time of booking delivery.
  • All items must be signed for at the point of delivery.  In signing the delivery note, you are acknowledging that the item(s) delivered are in good condition and in no way faulty or damaged. If we accidentally damage goods in the course of delivery, then our liability for that damage is limited to the repair, refund or replacement of the goods of the value thereof.
  • Should no one be present to receive the furniture at the pre-arranged time, a relevant delivery fee will be charged (irrespective of your invoice) for re-delivery.  We cannot deliver to empty properties or leave in out buildings.
  • 48 hours notice is requested for cancellation of a pre arranged delivery.  If you do not inform us, a second delivery slot will need to be arranged which will be subject to a second delivery charge.  The subsequent delivery date will be earliest possible, but will depend on availability.
  • It is your responsibility to ensure that the furniture purchased will fit into your property.  When our drivers arrive at your house, space for the item needs to be ready and clear.  Please make sure you measure correctly before ordering any furniture, consider skirting boards when measuring alcoves, any staircases, doorways or tight spaces which the product will go through.  There will be an extra charge for deliveries above the first floor and if extra persons are needed.
  • All large furniture items that are subject to an ordering time require a 50% deposit at point of order.  The remaining 50% payment will be requested when your delivery has been scheduled.
  • All large 'IN STOCK' items require 100% payment at point of ordering.
  • ‘ON ORDER’ items are currently not in stock but have been ordered.  We anticipate an average 8-12 weeks for delivery however this is only an approximation and so cannot be guaranteed.

Free Furniture Pallet Delivery Terms and Conditions

  • Free Pallet Delivery applies to furniture orders with a product value of £500* or more
  • On a pallet delivery the services you are paying for ‘door to door’ this means that the delivery is to ground floor kerbside/front door. If you are on the second floor or above or have any access issues please call customer services on 0208 886 3000 for quotes.  It is your responsibility to make the salesperson aware of this issue at the time of the sale.  If not then charges will be applied at the time of booking.
  • Goods are delivered in a wooden pallet (crate) and the items are not removed from this packaging by the drivers. It is the customer’s responsibility to take the goods into their property and no packaging is removed by the company.
  • Pallet deliveries usually take place within 2-3 working days. All items must be signed for at the point of delivery.  In signing the delivery note, you are acknowledging that the item(s) delivered are in good condition and in no way faulty or damaged.  If we accidentally damage goods in the course of delivery, then our liability for that damage is limited to the repair, refund or replacement of the goods of the value thereof.
  • Should no one be present to receive the furniture at the pre-arranged time, a relevant delivery fee will be charged (irrespective of your invoice) for re-delivery.
  • All large furniture /accessory items that are subject to an ordering time require a 50% deposit at point of order. The remaining 50% payment will be requested when your delivery has been scheduled.
  • All large 'IN STOCK' items require 100% payment at point of ordering.
  • ‘ON ORDER’ items are currently not in stock but have been ordered. We anticipate an average 8-12 weeks for delivery however this is only an approximation and so cannot be guaranteed.

Please Note For All Deliveries:

  • Our delivery teams are unable to remove windows, door frames or hoist items to upper levels we are prepared to deliver to an agent of your choice who may do this on our behalf.  Please note however that any product returns or replacements will only be made at ground floor level.
  • We will not be held liable for any direct or indirect loss of profits or other financial loss or damage suffered by you through any reasonable delay or delay to unforeseen circumstances outside of reasonable control of Puji or due to any reasonable rescheduling of delivery.
  • It is the customer’s responsibility to make sure all ordered goods will fit along the delivery route and into the designated space
  • To comply with Health & safety  our drivers cannot remove, reposition or dispose of other items of furniture for you.  They also cannot remove their shoes.
  • It is the responsibility of the customer to provide non-slippery protection for their floors (both for carpets, tiled and wooden flooring), from the front door to the final placement of the item.  We cannot carry and provide enough protection sheeting for all our deliveries.  Puji cannot be held responsible for damage to floors or carpets if they are insufficiently protected.
  • When our drivers arrive at your house, space for your item needs to be clear and ready.
  • We cannot be held responsible for stain transfers from products to carpets or any other surfaces and recommend the use of carpet protectors and drawer liners.  We advise that you clean your furniture thoroughly to remove any excess stain or wood protector which may remain from the manufacturing and transportation process.
  • If you choose to collect item(s) from our warehouse, you or your courier are responsible for the product once the collection note has been signed.  Puji is not responsible for damage or product problems due to assembly.
  • Our guarantees do not apply to items taken outside of the UK Mainland.

International Delivery

We accept orders from all over the world and will deliver to a UK mainland shipping/courier/agent. Please contact our Customer Service department to place your order.

  • On signing for your item(s) at the point of collection you/your courier is confirming that the item(s) have been delivered by us satisfactorily, are in perfect condition and that the order is complete.  Puji recommend that you are there to accept the delivery at your agents.  Please note that the Puji guarantee is not valid for items taken outside the UK Mainland.  Returns, replacements and refunds, if agreed, will be made to or from a UK mainland address.

Returns

In the rare event that an item arrives faulty or damaged please contact our Customer Service team on 020 8886 3000 or email info@puji.com and we will arrange to collect the damaged item and organise either a  replacement or a full refund.  Puji reserve the right to repair an item rather than replacing it.

Standard Accessory/Small Furniture Delivery Returns

  •  If for any reason you are unhappy with an item, please return it within 14 days of receiving the goods.  Providing the item(s) are still in a completely resalable condition and in their original packaging, we will issue a full refund.  Returns should be made to: Puji Ltd, Unit 8 Cranborne Industrial Estate,Cranborne Road EN6 3JN
  • Alternatively you can return accessory items in person to our warehouse showroom.
  • Refunds will be issued to the card which was used to place the order once we have received the item(s) back in our warehouse.
  • Please note that we will not refund the initial delivery charges except if the item(s) are being returned due to damage or are faulty.
  • The cost of returning goods is your responsibility and the item(s) are your responsibility until they arrive at our warehouse.  We advise you to obtain a proof of purchase certificate before mailing any items back.

Large Furniture/Van Delivery Returns

The following excludes goods which have been made-to-order/made-to-measure which carry a 20% cancellation fee.

When purchasing on-line at Puji if you are not entirely satisfied with your order you are entitled to cancel provided that you exercise your right in writing no longer than seven working days after the day which you receive the goods.  Goods must be returned within 14 days and collection can be arranged with our customer service team and a  collection charge will be invoiced. Providing the goods are in perfect resalable condition and in the original packaging Puji will issue a full refund within 30 days less the delivery charge and collection charge.  To arrange a return please contact customer services.

If the product is not in completely saleable condition we reserve the right to refuse a refund on the item. If the goods are not faulty the cost of returning them is your responsibility and the goods are your responsibility until they arrive at the warehouse.   If the original packaging has not been retained Puji will charge a restocking fee of 20% of the total order. Refunds will be issued by cheque or to the credit/debit card that was used to place the order.

  • In the rare event that an item arrives faulty or damaged please contact our Customer Service team on 020 8886 3000 or email info@puji.com and we will arrange to collect the damaged item and organise either a replacement or a full refund.  Puji reserve the right to repair an item rather than replacing it.
  • Delivery charges are non-refundable unless the item has been damaged on receipt or deemed faulty at which point Puji will bear the cost and organise collection.
  • We are unable to offer a refund or exchange on personalised, made to measure bespoke pieces unless they are deemed to have a manufacturing fault.
  • Please note on reclaimed teak items we will not accept returns or exchange items on a like for like basis due to the character of wood or what we deem reclaimed teak markings.
  • Customer’s are responsible for checking all aspects of the order are correct and suitable for your requirements, including measurements, quantities, dimensions, product features , colours and textures. Refunds will not be made for items that are not suitable/do not fit into a property
  • For reasons of hygiene we cannot refund or exchange used mattresses or pillows unless they are faulty.
  • Mattresses, cushion pads, bolster cushions and day bed cushions are non-returnable once unwrapped.
  • All display, ex-display and clearance items are sold as seen without further restoration.  All stock items must be paid for in full at the time of order.  Display items are non-returnable, non-refundable and a credit note will not be issued if you change your mind.

Free Returns

Furniture - If for any reason your furniture order isn't suitable when it arrives in your home, our drivers will take it away free of charge as long as you inform them before they leave. A full refund will be given less cost of the delivery fee charged at the time of purchase. If for any reason a delivery fee was not charged, the usual delivery fee for your area will be calculated and applied.  This does not apply to bespoke items and made-to-measure pieces.

Accessories - If for any reason your items are unsuitable, feel free to return your accessories to our showroom within 14 days of purchase, accompanied by your receipt. You will be issued a full refund providing items are in a completely saleable condition and in their original packaging.  Returns should be made to: Puji Ltd, Unit 8 Cranborne Industrial Estate,Cranborne Road EN6 3JN

 

Here at Puji every effort is made to ensure that the products you view on-line correspond as closely as possible to the samples we display in our store or in catalogues.  Due to the nature and style of our furniture and hand crafted production slight variations can occur.  Any indentations, filings, patch work, block work are part and parcel of the reclaimed wood the products are made from.  These natural markings and inaccuracies add to the character of the piece.  No responsibility can be accepted for these variations and we do not select timbers without inclusions.  It is always important to bear in mind that computer browsers may present colours slightly differently.