Customer services

Welcome to Puji customer services. Here you will find information regarding our product warranty and also our product care guide. You will find our refund policy, shipping policy, privacy policy and terms of service at checkout. If you can't find the information you're looking for, please get in touch by email to info@puji.com where we will be happy to assist you within office hours.

Warranty

All furniture is guaranteed for one year from the date of purchase (including sale items, but excluding clearance stock, special purchase and sold as seen items). This one year guarantee is provided on condition that each item is cared for in accordance with the advice contained on the Puji website and product care guide. Where appropriate Puji will repair the item free of charge during this period, or we will replace the piece at our discretion if we believe this is appropriate.

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.

Refunds will be issued to the card that was used to place the order once the goods have been received back into our warehouse. If you paid a deposit online for your furniture and the further balance upon confirmation of your delivery, your refund may be in two separate instalments.

The wood used in our Puji furniture products often has a rustic look making each item slightly different in colour, appearance, measurements and finish. We will not exchange items on a 'like for like' basis purely on the grounds of the character of the wood used.

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.

Our guarantees do not apply to items taken outside of the UK Mainland.

Our Trading policy does not affect your statutory rights.

Puji is based in the UK and trades under UK law and regulations.

Product Care Guide

Solid Wood

For long term maintenance of any solid wood product we recommend that there are no direct sources of heat very close by. Wood is a natural product and whilst Puji only use timber that is well seasoned and dried, movement can occur in the home.  Changing temperatures can cause the wood to shrink or expand.  Placing a piece of furniture up against a radiator or near an open fire will exaggerate this and may cause movement and in some cases slight cracking. Please try to place your furniture at least one metre away from a direct heat source to prevent shrinkage and possible cracking, timber is a natural material and fluctuations in temperature or humidity may cause the wood to shrink or expand very slightly.

On a daily basis the furniture will require very minimal maintenance in terms of dry dusting. We recommend that once a month you apply a good quality beeswax or oil depending on your finish to keep the furniture well nourished and safeguard against shrinkage. Rub this in and buff to a shine. We advise you to avoid using spray based cleaning products and abrasive products. If in doubt about the finish of your product please contact us before applying any product. Hot and/or wet objects such as hot/wet mugs, vases, pizza boxes, crockery etc placed directly on the products surface may also cause damage. Unsightly chalky white markings on table tops and flat surfaces can be avoided by the use of placemats and coasters.

Great care should be taken when using solvents such as alcohol, nail polish remover, perfume/cologne, or any other toxic chemical around your furniture. Nail polish remover is nothing more than liquid paint/finish remover in a small bottle, and will remove finish in an instant. An investment in fine furniture can turn into a nightmare in a short time if the wrong liquid is spilled, or any other spill is not taken care of promptly. On the other hand, it can be an investment that will bring you enjoyment for years to come if cared for properly. If you show your Puji Furniture some TLC it will pay you back by lasting for a very long time and giving your home a beautiful look. Teak furniture will grow even more beautiful as the years pass by.

It is recommended that felt pads be applied to the undersides of furniture placed on wooden, stone or marble flooring. These pads can be purchased from any good hardware store and will prevent marking or scratches on your flooring. It is also important to never attempt to move our beds or wardrobes without first disassembling them otherwise damage may be caused to the wood or fixings.  When moving dining tables always remember that two people should lift them and they should never be dragged otherwise damage may be caused to the wood and fixings.

Cane and Rattan

Regular gentle cleaning of cane, wicker and rattan furniture is essential to maintain its lasting durability. We recommend adding a small amount of detergent to a bowl of warm water, than dip a soft-bristled brush into the solution and carefully work over the piece. The piece should then be dried off using a soft cloth.

The biggest enemy of cane and rattan is dehydration. This can be avoided by simply misting the panels with plain water from a spray bottle once a month. If the surrounding wood gets splashed it should be wiped dry with a soft cloth. With Cane and Rattan furniture it is best to avoid prolonged exposure to direct sunlight which can also dry out and fade the natural fibres.

Leather Furniture

Maintaining leather items is very straightforward.  An occasional wipe with a slightly dampened cloth will ensure they remain in pristine condition.

Our bi-cast leather dining chairs are pre-conditioned and therefore no further conditioning is required.

We recommend that leather furniture is kept away from any strong heat sources to prevent drying out and also placed out of direct sunlight to avoid fading.

Seat Cushions

The natural cream canvas cushions used on our dining and occasional chairs can be removed and dry cleaned.

For dining chairs and bench seats with upholstered drop-in cushions, the seat frame can be lifted out and taken to a dry cleaner for specialist care. Treatment with a fabric protector will keep the seats clean for longer and more resistant to staining.