Jacques Home - On-line Palliser Retailer

If your purchase is being delivered, Jacques Home will contact you to arrange an appropriate delivery time for your order. We ask that you clear the room where the furniture will be placed in advance of arrival. Jacques Home is not responsible if furniture does not fit into the desired location as a result of the room size or accessibility. Nor is Jacques Home responsible for any damages to furniture, floors, walls, etc, howsoever caused in the delivery process. It is your responsibility to check your order for accuracy and please retain your copy of the order for warranty purposes. Please check our order to see that all items needed for a successful set up have been addressed. Consider the following: pillows, cushions, feet, upholstery protection, furniture polish, delivery access, map to your delivery, an authorized person to accept your delivery if you cannot be there, and any special delivery instructions. In the event that something has been missed, or you require additional information, please call us toll free at 1-866-384-7632. If an order requires more than one delivery, additional delivery charges will be added to the order for each additional delivery made.

After completing your order with Jacques Home, you will be contacted by a representative from Jacques confirming your order details and discussing the availability of your product. Jacques strives to ship from the factory 6 – 8 weeks from order date. You will be notified as soon as possible if an item or fabric is delayed or discontinued by the manufacturer; and this will not affect the remaining order. It is expressly agreed that time is not of the essence. Jacques Home will email you a Shipping Notification when your order has left the factory.

For questions or for order status updates, please send an email to info@jacqueshome.com or call toll free at 1-866-384-7632.

Jacques Home may offer FREE shipping on this product direct to your door. *Some restrictions apply. Please allow a minimum of 6 – 8 weeks for item production and additional time for delivery. Jacques home will email you a Shipping Notification when your order has left the factory and arrange an appropriate delivery time. *Please contact your retailer for further information on shipping restrictions, and to find out if your delivery qualifies for Free shipping.

For questions or for order status updates, please send an email to info@jacqueshome.com or call toll free at 1-866-384-7632.

Return Policy
Jacques Home stands behind every product we sell. Our policies and procedures have been refined from over 80 years of experience. They allow us to provide maximum discounts and excellent service simultaneously. This formula equates to the type of enthusiastic customer satisfaction that gains your confidence and allows us to continue to grow by your continued patronage and referrals. In the event that you are not satisfied with an order, or to qualify for a refund or replacement item, please do the following:

FOR DAMAGED ITEMS:

It is the Customer’s responsibility to inspect the item(s) for damage or defect upon delivery. If an item is damaged or has a defect, at our discretion, we will happily replace it or provide in-home repair assistance at no additional cost. Items found to be of normal production quality, however, cannot be returned. Please do not refuse compete suites over one (1) damaged item, as re-delivery charges are expensive. In the event that your item has damage or defect: 1) YOU MUST report the issue to Jacques Home within SEVEN (7) DAYS of delivery. It is the CUSTOMERS sole responsibility to inspect each item for damage or defect upon delivery, and within one week place a call or email to Jacques Home for a Return Authorization. 2) IF YOU DO NOT report the damage or defect to Jacques Home within the required SEVEN (7) DAY period, YOU will be required to follow instead the NON-DAMAGED return policy, below, in order to qualify for refund or exchange. 3) Jacques Home may request that YOU provide digital photographs and/or a detailed written description of the damage or defect. 4) We will make arrangements to pick up or repair the damaged item(s) or provide replacement at no additional cost to you. (Jacques Home reserves the right, at our discretion, to attempt to repair damaged items as a first step in solving and correcting damage issues, and prior to replacing the merchandise outright. *Please note our “Process for Customer Service” section for information about our Service Department and procedures for repairs.) 5) Damaged item(s) are to be returned in the original packaging and packed the same way as received with the Return Authorization Number affixed to the outside of the package. 6) Returned items to the Jacques Home warehouse will be inspected. If the item(s) is not damaged, Jacques Home will follow the NON-DAMAGED return policy, below, and apply this to your order. 7) After thirty (30) days all chairs are covered by the Manufacturer’s warranty. Please note: For damages occurring in the transportation of and/or as a result of the delivery process of your new merchandise, all such claims should and must be addressed to the individual or freight company completing your delivery at the time of delivery. Jacques Home cannot be held responsible for damages occurring as a result of or at the time of delivery. Process for Customer Service of Damaged Items: Jacques Home takes pride in their Service Department. But it takes cooperation on both our parts, and sometimes it is a time consuming process. The Service Department requires time and effort to accumulate the facts and data that you request, so please allow adequate time for a response. The process of evaluation of a damaged or defective item by our Service Department, the factory authorized agent, and then the actual repair or deluxing generally takes 3 – 4 weeks. If parts are required it may take longer. Please be assured we care and are doing everything possible to see that the situation is handled quickly and professionally. All merchandise repaired free of charge under the manufacturer’s warranty only to the original purchaser. Pick up and delivery are the customer’s responsibility. Jacques Home Responsibilities: It is Jacques Home’s responsibility to advise the quality, reputation of the manufacturer and design of the items you choose - however, your choice is your responsibility. Due to the nature of the furniture industry, Jacques Home cannot be held responsible for fabric or leather dye lot matches or for the style satisfaction of your choices. We warrant delivery of your choice to be in factory acceptable condition. Unacceptable items must be returned within the guidelines of Jacques Home policy sections, terms and agreements, for deluxing, factory authorized repair, or factory replacement at our discretion. Provisions of this paragraph represent the only warranty provided by Jacques Home and no other conditions, statutory or otherwise, shall be implied.

FOR NON-DAMAGED ITEMS:

If you are not 100% satisfied, you may return your purchase by following the steps below to qualify for either a refund or exchange.

1) YOU MUST call or e-mail us for a Return Authorization Number within SEVEN (7) DAYS of receiving a non-damaged item.
2) RETURNED ITEMS MUST BE RECEIVED BY Jacques Home WITHIN 14 DAYS FROM THE DATE THE RETURN AUTHORIZATION IS ISSUED.
3) For all returns:
a. Items must be unused and free from damage, pet hairs, soil, or stains.
b. Item(s) must be returned in its original packaging or equivalent with a Return Authorization Number affixed to the outside of the package
c. If approved, we will arrange a pickup time and date for your order. This shipping charge will be deducted from the credit you receive. All returns will be insured for the value of the returned item(s).

NO RETURNS WILL BE ACCEPTED:

1) If the item(s) was used, damaged or has pet hairs, soil, or stains
2) If the item(s) was returned C.O.D.
3) If the item(s) is not returned in its original packaging or equivalent
4) If the item(s) does NOT have a Return Authorization Number affixed to the outside of the package.

Items returned for any of the reasons stated above will be REFUSED by Jacques Home, and sent back to YOU at YOUR COST.

NO REFUNDS ARE PERMITTED WHATSOEVER AFTER 30 DAYS FROM RECEIPT OF ORDER.

For orders up to $499.99, Jacques Home will credit back the total amount of your order less the original Shipping and Handling fees for shipping to you and return shipping to our warehouse. Customers still pay the shipping cost even if the order qualified for Free Shipping. The Free Shipping offer is based on the customer keeping the order. For orders of $500.00 or more, Jacques Home also charges an additional 15% Restocking Fee to prepare the item(s) again for sale. Jacques Home will email you a Return Authorization Acceptance (RAA) email that details your total credit. The RAA will be issued upon completion of an inspection of your returned item(s).

NO REFUNDS FOR INTERNATIONAL ORDERS

All International orders shipped outside of Canada are FINAL SALE and are not returnable, non-refundable or may not be canceled for any reason whatsoever.

Orders may ONLY be cancelled by completing an Order Cancellation form, or by sending an email to info@jacqueshome.com with "Order Cancellation" in the subject line. You must include your name, purchase order number and reason for the order cancellation.

Orders cancelled within 24-hours of order date will receive a full refund without penalty. For orders cancelled after 24-hours from order date, Jacques Home reserves the right to charge a 15% order cancellation fee plus any additional costs incurred including, but not limited to shipping fees. These additonal fees are incurred because Jacques Home is required by its manufacturers to take shipment of all merchandise after order placement. Please review our Return Policy for orders cancelled after the merchandise has shipped.

Customer may submit a Change Order Request within 24 hours from date and timestamp of order placement. Jacques Home will only accept Change Order Requests through its Change Order Request form or by sending an email to "info@jacqueshome.com with "Change Order Request" in the subject line.

Customer requests submitted by email must include your name, purchase order number, phone number and detailed explanation of order modification.

Change Order Requests received in writing by Jacques Home:

Within 24-hours order date will be accepted without additional fees or production delay
Between 24-72 hours from order date will result in a $50.00 flat-rate service fee as well as possible production delay
After 72-hours from order date will result in additional fees per the terms and conditions of our Order Cancellation Policy

View at entire details: http://www.palliser.com/pdf/upholstery_warranty.pdf

Warranty is non-transferable and takes effect as of January 1, 2008

Pro-rated Warranties

Pro-rated warranties reference the cost of parts covered by Palliser® in the event of a claim. On a five (5) year pro-rated warranty, Palliser will cover 100% of the cost of parts and labor in year one (1). Palliser will cover 80% of the cost of parts only in year two (2), 60% of the cost of parts only in year three (3), 40% of the cost of parts only in year four (4) and 20% of the cost of parts only in year fi ve (5). In each case, with the exception of the fi rst year, the original retail consumer will be responsible to pay the balance of the cost of parts.

This warranty does not cover the following:

1. Rental, business, commercial, institutional or other non-residential uses.
2. Products purchased "AS IS" or second-hand.
3. Products purchased from distressed or liquidation sales.
4. Products deemed misused, mishandled, altered, abused.
5. Any condition resulting from unusual usage.
6. Inadequate maintenance, cleaning or care.

MAKING A CLAIM

To make a warranty claim or to inquire about concerns with your Palliser product, please contact the authorized Palliser retailer from where the original purchase was made.

When making a claim under this warranty, proof of purchase with the original bill of sale and the product serial number are required. Should these not be available, Palliser reserves the right to deny claim. Palliser reserves the right to request photo verifi cation and/or the return of defective parts to its factory.

PARTS WARRANTY - COVERAGE AND LIMITATIONS

Cover Material

The Palliser warranty does not cover any damages due to improper use, excessive soiling, improper or unapproved cleaning methods (see Product Care for details), chemical treatments, exposure to direct sunlight or color fading. These instances will void the warranty.

- Leather - Five (5) year pro-rated warranty on parts

The Palliser warranty covers against seam slippage, tearing, splitting, cracking and dye transfers from the product. Leather is a natural material and, as such, each hide refl ects its own characteristics. On average, four to five hides are used on most Palliser sofas. Shading variations, nicks, scratches and wrinkles are a characteristic of leather and are not considered defects.

- Vinyl and Fabric - One (1) year warranty on parts

The Palliser warranty covers against seam slippage, fraying or dye transfers from the product.

The Palliser warranty does not cover tearing, pilling, or shrinking. Flattening of nap on velvet or high pile chenille and microfi bre are inherent characteristics of soft plush fabric, and are in no way considered manufacturer's defects.

- Frames and Springs - Lifetime warranty on parts

Wood frames and springs carry a lifetime warranty against breakage. Springs are covered for breakage due to metal fatigue or pulling loose from wood frames. Metal frames are warranted against breakage for a period of two (2) years under normal household use. The term "lifetime" as it is used in this warranty is defi ned as twenty-five (25) years.

- Motion Reclining Mechanisms - Limited lifetime warranty on parts

Reclining mechanisms are warranted against material and manufacturing defects. Warranty is limited to suppliers availability of parts.

- Reclining Chairs, Sofabed Mechanisms and Sofabed Mattresses - Two (2) year warranty on parts

Reclining chairs, sofabed mechanisms and sofabed mattresses are warranted against material and manufacturing defects.

- Seat Cushion Foam and Fibre-filled Components - Five (5) year pro-rated warranty on parts

Seat cushions are warranted against collapsing. All cushions will soften with use and will conform to the shape of the user. This softening is considered normal wear and is in no way considered a manufacturer's defect. Fibre-filled seat cushion tops, backs and arms will flatten with prolonged use. This is inherent to the design of fibre-filled english and fi bre-wrapped products. Regular fluffing will prevent internal fibres from matting and help to prolong the vibrancy of these products.

- Electronic Components - Two (2) year warranty on parts

Electronics are warranted for material and manufacturing defects.

LABOR WARRANTY - COVERAGE AND LIMITATIONS

Palliser offers a one (1) year warranty for labor and workmanship applying to all upholstered sofas, loveseats, chairs, ottomans, sectionals and sofabeds manufactured by Palliser. Palliser products are warranted to the original retail consumer, to be free from manufacturing and parts defects. The warranty takes effect from the date of delivery to the original retail consumer.

Within one (1) year from the date of delivery, Palliser will pay, at no charge to the original retail consumer, customary labor rates to repair or replace the defective parts. Under this warranty, the sole liability of Palliser is limited to repair, or at its option, parts replacement. Should there be service required under the warranty then the initial service inspection will be covered by Palliser. For clarity, should inspection deem that no repair necessary then initial service fee will be payable by end consumer to the third party.

After one (1) year, the original retail consumer will be responsible for all costs related to labor. See Parts Warranty above for details. The term "defect" as it is used in this warranty is defi ned as a fl aw or defi ciency that affects the intended use for which the product was manufactured.

The Palliser warranty provides coverage to the original retail consumer only where the purchase has been made from an authorized retailer of Palliser Furniture Ltd. and therefore is non-transferable to any second or third party.

The special Palliser identity tags found on your product are your guarantee of the quality and authenticity of your Palliser product. Removal or attempted removal of such tags will void this warranty.

ESSENTIAL Stain provides protection against ALL accidental stains with the exception of general soiling and corrosives.

ALL Stain provides protection against accidental stains caused by:

• foods

• beverages

• Edible grease

• Human biological stains

Leather Care

Clean leather often, as frequent and gentle cleaning is easier on leather than less frequent, more aggressive cleaning. Cleaning will remove built-up dirt, skin oils and perspiration.

1. Protected (Pigmented) and Semi-aniline Leathers

Clean with a mild soap and water solution. Use a mild soap with a neutral pH. Rinse with a clean, damp cloth to remove any soap residue. Do not use a soap product that is harsh on your skin, as it will be harsh on the leather.

Always test the soap solution in an unseen area on the sofa to ensure that the solution does not damage the leather (no leather color transfer on to your cloth).

2. Natural (Aniline) Leathers

Clean with only a slightly damp cloth. Do not use any type of soap on natural (aniline) leather.

Fabric Care

Fabric manufacturers recommend regular dusting and vacuuming. Removable cushions should be fl uffed regularly. Soiled areas should be cleaned based on the following cleaning code(s) found on your Palliser product. If cleaning codes are not available, contact your retailer from where you purchased the product.

W ? Use water-based cleaning agents.
WS ? Use water-based cleaning agents or mild, water-free solvents.
X ? Vacuum or brush lightly and do not use foam or liquid cleaning agents.
V ? Wash with warm water and mild soap only. Vacuum thoroughly and regularly.

CAUTIONS

General

Do not move furniture in your home without carefully wrapping the furniture, including any corners and the feet or the bottom of the furniture, with a protective covering. This will help to avoid damage to the fl oors and/or wall surfaces, as well as help to prevent damage to the furniture itself.

Do not move furniture on bare hardwood fl oors. At all times, place the furniture on a protective area rug or protective hardwood felt pads. This will protect your hardwood fl oors from potential scratches.

Do not expose leather or fabric to ink, bleach, oily substances, fl uids, body

oils, strong detergents (including laundry detergent), chemicals, and sharp objects as these may cause potential damage.

Do not expose leather or fabric to sun or extreme light sources as this will cause fading and potential damage.

Do not remove your seat cushion covers for dry cleaning or separate washing.

Safety

Use extreme caution when operating the moving mechanisms and electronic components making sure limbs and other obstructions are clear of leg rests and other moving parts before operating.

Do not leave reclining seats in the reclining position when not in use.
Do not allow children to play on mechanized furniture or to operate mechanisms.
Do not stand on chairs, and do not sit on ottomans.
Do not sit on product arms.
For further information, refer to product instruction sheets and warnings, where applicable.
Failure to follow these directions could result in injury and/or damage.

If you have questions, contact your authorized Palliser retailer or contact us at palliser.com

*MICROFIBRE*

MICROFIBRE – is a man made material available in a myriad of colors, patterns and styles. Microfibre is blended and weaved in such a way that makes it exceptionally comfortable, soft, and durable. Desirable for its many great qualities and benefits, microfibre is one of the best fabrics to choose for furniture and upholstery today, and has become increasingly popular for this reason.

What are the many benefits of microfibre?

1) Its ability to hold color and shape better than most other materials. It won’t stretch or fade over time and its color and pattern choices are full and limitless.

2) It is highly stain resistant and easy to care for and clean, even under heavy usage.

3) It is the practical solution for allergy sufferers and pet owners, alike, since it resists bacteria, dander, mildew, dirt, and scratches, etc.

4) It is durable and lightweight which allows for a multitude of applications and uses – from sectionals and chairs to ottomans and pillows.

Microfibre is attractive on furnishings of all shapes and sizes, from the very traditional to the extremely modern. It looks great, feels great, and you’ll love it for years to come! *To extend the life of your microfibre upholstery furniture, please see our full line of fabric/microfibre Extended Warranty products for additional synthetic fabric care and protection information.

*LEATHER*

LEATHER – is a natural product sourced from around the world.

Furniture leathers come primarily from tanneries in South America, Germany and Italy. Each leather product is individually assessed for its quality and use resulting in a broad range of prices and grades. This allows you, the consumer, to choose leather that suits your budget and lifestyle.

How is it made? Leather is tanned and manufactured in many ways, and varies from tannery to tannery. The main categories are Finished, Pigmented, Aniline, Semi-Aniline, and Protected leathers. These leathers combine the best aspects of a natural product and utilize tannery technology to create a product that is more or less uniform in appearance and color (due to the application of pigments to the surface). It then has a finish applied to the surface that makes the leather more resistant to the effects of everyday use.

Note: Genuine leather will contain subtle markings that distinguish it from synthetic materials. It will typically be warmer to the touch than leather imitation materials. Leather will not tear and is difficult to puncture. Protected leather is by far the most popular and common type of leather sold in furniture today.

You can further prevent wear and finish decay by having these leathers cleaned, conditioned and re protected annually. *To extend the life of your leather upholstery furniture, please see our full line of Leather Extended Warranty products for more leather care and protection information.

PIGMENTED & FINISHED LEATHER – all leathers are pigmented and finished. The pigment and finish applied to the leather affect its softness and hand. As more pigment or finish is applied, the softness of the leather lessens.

What determines the amount of pigment and finish needed?

1) The color of the leather.

2) The selection of the leather.

3) The desired level of resistance the finish needs.

ANILINE LEATHER –“aniline” is a clear organic stain that colors, but doesn’t coat completely. Aniline leather therefore (which is colored with these transparent dyes) allows for a leather product that is more natural looking in appearance and texture, as the actual surface grain and markings of the hide are able to show through. Also know as Natural, Unprotected, Pure or Naked leathers – Aniline leathers, with their light protection, may produce an aged “patina” finish over time, adding to their natural character.

Note: these leathers have very little or no protective treatments applied to them in the manufacturing process, and will require more delicate care. Aniline is less stain resistant, but leaves the hide softer, more pliable, and warmer to the touch. *For leather upholstery care and protection, please see our full line of Leather Extended Warranty products.

SEMI-ANILINE LEATHER– combines pigments with aniline leather to enhance uniformity in color and soil resistance, while remaining soft and supple to the touch. Protected pigment leathers will become more subtle and soft over time.

GLOVE LEATHER – a very soft, supple leather traditionally used in glove making. It is among the softest of furniture leathers with its rich, buttery look and feel. Glove leather is considered a mid-grade to higher-grade leather option.

NUBUCK LEATHER – a leather product whose surface has been buffed and brushed for a soft, velvety effect. Many people confuse these leathers with suede. But where suede is the flesh (inner) side of a piece of leather, Nubuck is an ‘effect’ that is done to the (upper) grain side of the leather, giving it added strength and durability and making it incredibly soft. Also known as Chaps, Distressed, Buckskin, Bomber or Suede leathers.

Note: Nubuck leathers are actually Aniline leathers to which the surface has been texturized. The texturizing effect makes the leather even more absorbent than Aniline leathers. *For leather upholstery care and protection, please see our full line of Leather Extended Warranty products.

*NUPELLE*

NUPELLE – a simulated leather with a unique wax finish. Easy to care for with polyurethane top, poly cotton blend core, and leather backing. *For simulated, bicast, or vinyl upholstery care and protection, please see our full line of Bycast & Vinyl Extended Warranty products.