Cornwall’s unmatched product guarantees

As a prominent interior design specialist and quality furniture supplier for over 150 years’ in Cornwall, we provide product guarantees on all our quality furniture. We also have precise policies on all our interior design services, including carpet fitting and our in-home consultation.

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Our exceptional policies

When you order your perfect furniture from us, we will estimate how long the delivery will take, monitor your order and let you know if there are any delays. We offer free delivery to any home throughout Cornwall and when arranged in advance, can take away your existing furniture for a small fee. Before you buy from Julian Foye, one of our professional staff will inform you of all our specific policies and product guarantees.

Price matching and our service

One of our many policies includes our price match guarantee, where if you find the same product at a lower price, we’ll offer to price match provided that the item you have found is an identical product and the price includes VAT, the item is brand new, found from authorised retailer and provide us with adequate proof. Please contact one of our showrooms for further information.

Missed delivery & cancellation

If we are unable to complete the delivery because there is no one there to receive the order – and we arrived within two hours of the time indicated – you will incur a re-delivery charge of £30. This will also apply if a re-delivery is necessary because the access route was not clear on the original delivery day.

Occasionally, circumstances change and you may find that you are unable to proceed with an order which you have placed. We will always try to be as understanding as possible but you must understand that a charge will have to be made. If you find that you need to cancel, please inform us as soon as possible so that we can contact the supplier.

If we cannot cancel the order, we will charge you 50% of the value of your order, to cover handling, stocking and disposal of the unplanned stock. Orders which involve non-standard sizes, or unusual colours or combinations, will incur a higher charge because of the difficulty of disposal. If we are successful in cancelling the order with our supplier, a cancellation charge of 25% will be made.

If your order is delayed, we hope that you will accept that it is worth waiting a little longer for your chosen product. If, however, when the forecast delivery date has passed, you decide that you wish to cancel your order, you have the right to do so – but you must give us “reasonable notice”. We interpret this as a period of 14 days, starting from the forecast delivery date, or from any revised forecast date which we have advised and you have accepted. During this period of notice you will allow us to complete the delivery if we are able, before your notice to cancel takes effect.

To provide our customers with peace of mind and to demonstrate our commitment to responsible retailing, Julian Foye the furnishers is a registered full member of The Furniture Ombudsman. The Furniture Ombudsman is an independent not-for-profit organisation which raises standards and is approved by the government to provide alternative dispute resolution services. We follow their Code of Practice which provides our customers with additional protection if things go wrong. To find out more about The Furniture Ombudsman and how to use their service, visit www.thefurnitureombudsman.org or telephone 0845 653 2064.

Delivery to you

When we have your furniture, we will contact you to arrange delivery. It is helpful to have both a home and mobile telephone number; and an email address. We deliver during the working day and we have scheduled delivery days for each area. If you require delivery on a different day, or outside normal working hours, we may be able to arrange this but it might mean a delay and we may have to make a charge.

If you are not ready for the furniture when it comes, we will ask you to pay the balance. We will store the goods free of charge for up to six weeks.

We will pre-arrange a delivery day and give you an approximate time of day. Although we will try to arrive close to the time arranged, road conditions or delays incurred in prior deliveries might prevent this. If there is any change to our estimated arrival time, we will phone to let you know. You must be prepared for the possibility that we may arrive up to two hours later than the time arranged. If you prefer, we can arrange to phone you at your place of work, shortly before arrival, so that you can meet us at the house. Alternatively, we are happy to liaise with a key-holder or neighbour if you cannot be there in person – or you can leave a key with us at the showroom. Please ensure that you make known where the furniture is to be placed.

Your furniture will be delivered by our own staff, who will bring the furniture into the room in which it is to be used and unpack and assemble as required. Any packaging will be removed. Polythene, cardboard and polystyrene are collected at our warehouse to be recycled. Where appropriate, we will give you a briefing on the operation, care and maintenance of the product.

Product guarantee on new purchases

Items you buy from Julian Foye’s four showrooms at Truro, St Austell, Wadebridge and Hayle (not including the Julian Foye Outlet – St Blazey – Outlet items are guaranteed for 12 months against manufacturers defects only) is covered by a Product Guarantee, against faulty or defective manufacture. The main structure of your furniture is guaranteed for 5 years and all other components for a period of 2 years. The guarantee excludes any result of normal wear and tear, improper care or accidental damage. This guarantee is an extra benefit and your normal statutory rights are not affected. The Product Guarantee is introduced for products delivered after 1st March 2013.

Upholstery: Items guaranteed for 5 years are frames, springs and webbing. Other components are guaranteed for 2 years; this includes recliner mechanisms, sofabed or storage actions, motors, ratchet headrests and armrests, adjustable seats, covers and stitching.

Dining, Bedroom and Occasional: Items guaranteed for 5 years are timber, veneers, structural stability and joints. Other components are guaranteed for 2 years; this includes handles, catches, hinges, interior fittings, light fittings (replaceable bulbs are not covered), drawer runners, and the multi-function or extension action of a dining or coffee table.

Beds: Items guaranteed for 5 years are frames, springs and structural stability. Other components are guaranteed for 2 years; this includes motors, drawers, adjustable mechanisms and ottoman storage mechanisms, covers and stitching.

Carpets, Fabrics and Accessories (lamps, rugs, pictures etc): All such items are covered for 2 years against faulty manufacture.

If you discover a problem after the Guarantee period, or with a product purchased before the introduction of the Guarantee, please come and talk to us. Even though there may not be a “free of charge” route, we will do our best to work with you to find a solution.

Get in touch with us today or come and pay us a visit at one of our many stores throughout Cornwall.

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