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customer service policies

furniture & accessories Return policy


CUSTOM ORDERED Furniture & Accessories purchased & returned to Jolie Home will be subject to a 20% restocking fee. Custom Ordered items must be returned within 7 days of pick up or delivery. The remaining balance will be issued as an In-store credit.

IN STOCK items purchased at Jolie Home may be returned within 3 days for a full refund. The item(s) must be unmarked & in good condition, with the original price tags on and original receipt present. The exception to obtaining a full refund on a returned IN STOCK ITEM would be items that have been purchased using FINANCING. These IN STOCK purchases will ONLY RECEIVE AN IN -STORE CREDIT.

ALL RETURNS ARE SUBJECT TO APPROVAL by Management before receiving refund or store credit. Refunded purchases made with credit will be returned to their original credit card.

"Discomfort" Claims regarding furniture will not be seem or considered a defect in the furniture, or grounds for replacement at the company's expense. Custom made furniture can feel different than the floor display, as it has not been sat on or used by any person. The Jolie Home Floor Models are rotated for even wear, and changed out on a regular basis to best reflect the comfort your custom furniture will have on arrival in your home. Returning of furniture based on discomfort will be subject to the 20% restocking fee, with the remaining 80% issued as an in-store credit.  

We reserve the right to REFUSE RETURNS if the items appear to be stained from client use or abuse, has accumulated scent from smoke, pets, food or drink. WE WILL NOT BE RESPONSIBLE FOR DAMAGE DONE BY THE PURCHASER IN TRANSIT, and will not accept items returned damaged by the purchaser. REFUNDS can take up to 7 days to be processed, and will not happen until the product has been safely returned to the store &/or inspected by Management.


DAMAGED ITEMS

Damage that might occur during delivery by part of the Jolie Home Delivery Team shall be reported & logged immediately. No items shall remain in the Purchaser's home without FULL PAYMENT. If the custom-ordered product should arrive damaged to Jolie Home from the supplier, the purchaser will be notified immediately. Solutions will be based on the extent of the damage. The purchaser will then have the right to cancel their order & be refunded their deposit in full.


ETAs (ESTIMATED TIME OF ARRIVAL)

All estimated times of arrival for custom orders are just that, and can be subject to change, due to availability by suppliers & shipping. Jolie Home will keep clients informed should their ETA change. Jolie Home is not responsible for the changes that can occur from the supplier & shipping. Delays in shipping dates WILL NOT result in a financial compensation to the customer.


WOOD PRODUCTS

Due to wood's unique texture & grains, some rustic wood products at Jolie Home will have a one-of-a-kind appearance. Each piece of wood sands & takes stain differently, as no two pieces of wood are exactly alike. Jolie Home will not be held responsible for dark/light variations in custom ordered products. VARIATIONS WILL NOT BE SEEN AS A PRODUCT DEFECT. Should a client be unsatisfied with their custom finish selection, Jolie Home will try to work with the client towards a solution.

NOTE: A returned custom ordered wood product that is not defective will be subject to the existing return policy & restocking fee.


RECLINING PRODUCTS

Due to the nature of reclining & movement of reclining furniture, there is a chance that the backs and/or seats will not line up perfectly. This will not be seen as a defect in the furniture, nor will it be seen as grounds for a reselection or exchanging of the furniture purchase.


LOANING OF SAMPLES

We believe that seeing the fabric & finishes in your light is the best way to make a custom choice. We are happy to sign out fabrics & samples of wood when we can, to ensure your new items look best with your existing pieces. Borrowed samples MUST BE RETURNED WITHIN 48 HRS, to ensure that the samples are equally available for everyone to borrow. Failure to return samples in the time requested results in limiting choices for others, and may result in restricting the loaning of samples in the future. Jolie Home reserves the right to refuse to loan samples.

Dissatisfaction with your custom ordered product due to not confirming fabrics/finishes in your home will not be seen as a product defect. 


DELIVERY SERVICE

At Jolie Home, we offer a FULL DELIVERY SERVICE. This includes the carrying in of furniture to their designated area in your home & the removal of all packaging.

The remaining balance can be paid over the phone while setting delivery, or in your home with Visa, Mastercard or American Express. 

BED ASSEMBLY does require an assembly fee to be added to your invoice either at the time of purchase, or before setting delivery.

Please clear all walkways to the designated delivery area.

Please contain all pets & children that could be harmed while furniture is being carried in and set up.

Please have the designated area clear of furniture. WE DO NOT MOVE YOUR EXISTING FURNITURE unless there is a removal fee on your invoice. This needs to be added to your invoice at the time of purchase, or at the time off setting your delivery.

Please be home for the entire time window of your set delivery .

Failure to be home for your scheduled delivery will result in you having to contact the store to reschedule to a later date & time. 


Jolie Home PROTECTION PLANS

Jolie Home is happy to offer the availability of purchasing Fabric, Leather & Wood Protection on your Jolie Home products. These Protection Plans are a partnership between the Consumer & Jolie Home. Your plan will be registered for you in store by Jolie Home, effective the day it is delivered to you, and valid for 5 years. PLEASE TAKE THE TIME TO READ THE INFO PACKET GIVEN TO EVERY PURCHASER OF A 5 year PROTECTION PLAN. Failure to do so could result in a denied claim. 

All stains/damage must be reported to Jolie Home in the specified time of 14 days of the accident. Failure to due so could result in a denied claim.  A picture will be required to be emailed to the Service Manager at joliehome@hotmail.com. Your original sales bill number and contact info will also be required to move forward with a claim. Failure to provide this to Jolie Home could result in the denial of your claim.

Jolie Home  will not be responsible for reporting stains or issues with your product that may be covered by the plan. Inquiries on how to treat or clean stains or accidents are best directed to Jolie Home's Service Team. Jolie Home will also not be liable for denied claims, should you not report the issue to Jolie Home in the required 14 day time frame. 

Jolie Home's 5 year Protection Plan covers many stains & accidental issues, but DOES NOT COVER HUMAN &/OR PET ABUSE. Please find the info packets available In-store, or contact the store with any questions 613-384-1800 or joliehome@hotmail.com .

Should you be denied stain/damage coverage, Jolie Home will not be held liable for replacing furniture due to abuse.


PRICE MATCH REQUIREMENTS

Please see In-Store for details.

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