Picket&Rail Terms & Conditions - Picket&Rail Singapore's Premium Furniture Retailer

Flagship Store - City Square Mall Level 3  |  HQ - 25 Tagore Lane Level 2

PICKET&RAIL General Terms and Conditions of Sales

  1. Description of Products

1.1. All products available for purchase are described on their specific product page on the PICKET&RAIL website. Products sold on this website are designed for home use.

1.2. PICKET&RAIL always tries to represent as accurately as possible every characteristic of the products via photographs and unique selling points provided by the designers, suppliers and manufacturers.

1.3. PICKET&RAIL reserves the right to amend the specifications of products, their prices, packaging and any associated services at any time without prior notice in keeping with the company’s policy of continuous product development to provide consumers with what they consider the best design at the best price.

1.4. PICKET&RAIL does not guarantee that colors and details in website images are 100% accurate representations of the products and approximate sizes. Hence, before ordering, PICKET&RAIL strongly recommends that the Customer have a close look at the product descriptions and characteristics. PICKET&RAIL has tried to provide the best images and descriptions possible. A visit to PICKET&RAIL’s showroom is ideal.

 

  1. Prices

2.1. All prices stated in our website are indicative and meant for worldwide use. Individual country prices have to be adjusted for their respective taxes or VAT and final selection of materials and services.

2.2 Prices are subject to change without notice. Obtain final prices at our showrooms or dealers.

 

  1. Customer Service

3.1 All furniture support issues pertaining scheduling of delivery dates, product issues and other after-sales service matters can be sent via our email at customerservice@picketandrail.com or via our new WhatsApp number at 8181 0175 or 8181 0619.

3.2 Similarly, all wallpaper, combi blinds and flooring after-sales support issues, kindly send in your emails to wallpaper@picketandrail.com or via our new WhatsApp number at 9770 5872.

3.3 Please do not send support-related correspondences on our Facebook pages or call our showrooms. No support is available through these channels.

3.4 Customers are requested to contact the Company’s Customer Service Representatives at least three (3) days in advance of their scheduled delivery date for the following: Changes in delivery date, time or address and request for assembly services.

 

  1. Purchase of Products

4.1. Before placing an order, it is the Customer’s responsibility to check and determine their full ability to receive the products. This includes ensuring that the products ordered will pass freely into their room of choice, and that the products fit in that room, can be transported through the front door of the Customer’s flat or room, stairs and doorways, and any other issues that could make the delivery more complicated or impossible to process. Otherwise, the Customer is fully liable for all additional charges or costs due to complications or missed deliveries.

4.2. Up-to-date mobile phone numbers and email addresses are essential to ensure the successful delivery of orders. PICKET&RAIL will not be responsible for missed deliveries because of wrong delivery addresses or inaccurate phone numbers.

 

  1. Delivery

5.1. Unless otherwise stated, Delivery and/or Assembly services are chargeable for all purchases (showroom, commercial and online).

5.2 All Modern Classic products require a minimum of 9 weeks’ lead time unless otherwise stated.

5.3 The Customer is responsible for ensuring his/her ability to receive the goods in good condition. The Customer has to ensure the path from the Company's transport vehicle to their home is unobstructed and of sufficient width so as to allow the Company's employees to deliver the goods to the Customer's home without injury to goods and persons.

5.4 The Customer is responsible for inspecting and measuring the size of lifts, height limits of car park gantry barriers and availability of loading bay areas for loading and unloading of goods and duly informing the salesperson and/or customer service officer via email, call or text to ensure smooth delivery. There will be ADDITIONAL Fees for manual deliveries up/down staircases and dismantling of goods to fit into building lifts and staircases. Prices will be quoted separately and are to be paid in full before commencement of any manual delivery.

5.5 The Company's delivery service excludes the dismantling of any fixtures, shifting of furniture or fragile objects or plants, cleaning of existing debris or dirt, disposal of existing furniture, garbage removal, or electrical and mechanical works.

5.6 Our delivery personnel are not allowed to remove any item(s) from Customers’ premises during delivery for any purpose, including disposal, unless it is an Ordered Service.

5.7 The safety of the Company’s delivery personnel at or around the Customer's premises is the responsibility of the Customer.

5.8 Dates entered by the Customer in the "Request" box of the checkout procedure for online purchases or indicated on printed or written invoices are not binding. The final delivery date and estimated time are subject to the Company’s further communication with the Customer to finalize.

5.9 Ordered delivery services (no assembly) are available at a BASIC Fee of SGD90.00 per visit per location (Monday  Friday, 10.00am – 6.00pm). Should you require delivery with assembly services, please select the "Delivery + Assembly Charge ($150)" after the checkout page.

5.10 Deliveries on Saturdays or after office hours are available at a PREMIUM Fee of SGD150.00 per visit per location. There are no deliveries on Sundays & Public Holidays.

5.11 Additional charges may be applicable for remote or difficult to access locations that require special attention (Sentosa and Jurong Island, military or government offices, airport, KINS, etc).

5.12 In the event the Customer or his/her appointed representative is not present on the scheduled date and time of delivery, an additional delivery fee will be charged for the next visit (SGD150.00 for Monday – Friday excluding Public Holidays and SGD200.00 for Saturdays).

5.13 The Customer shall be responsible for calling in to reschedule any missed deliveries; the rescheduling of deliveries can be made via our Customer Service Hotline or by email or SMS.

5.14 The Delivery Dates stated on invoices are merely indicative and non-contractual. Such Dates are on a best-effort basis.

5.15 Goods held for Customers beyond 30 days from date of purchase or date of notification of arrival at our warehouse for indented goods will be billed at a rate of SGD20.00 per day thereafter for each piece of furniture, up to a maximum of 45 days, after which Customers must accept delivery regardless of circumstances, or forfeit claimant’s rights of title to the furniture purchased earlier without compensation.

5.16 Pre-assembled items may not be in its original packaging during delivery, e.g., flat packed chairs that need to be pre-assembled.

5.17 Prices for the aforementioned services may be changed from time to time at the sole discretion of the Company.

 

  1. Assembly / Wallpaper Installation Charges

6.1 Assembly Services are available and chargeable per furniture item. The Customer is to look at the product options for the specific charges. All prices do not include assembly unless explicitly indicated.

6.2 A charge of SGD$150.00 per trip per location per item will be levied.

6.3 All assembly and delivery charges are not refundable under any circumstances.

6.4 For Customers who purchase Norya products and require services from the Company to mount and install onto walls, the service is chargeable at SGD$150 per furniture mount. The Customer is responsible to inform prior to mounting of furniture onto the wall of any or all hidden wiring, hidden cables, hidden pipes, strength of wall and anything else of such nature via writing, email, text or call. The Company will not be responsible for any damages should the Customer fail to duly inform of such instances prior to the assembly and mounting of furniture onto walls.

6.5 For all wallpaper installations, any outstanding amount must be fully paid before commencement of installation.

6.6 Customers has to provide adequate space for our installers to work. If the customer fails to do so our installers will not proceed with any installation. Customer is liable for any injury sustained by our installers in this scenario.

6.7 Standard priced items are imported by ship freight. Delivery will take a minimum of 45 days or more. Delays may occur due to bad weather conditions in Korea and/or shipping route from Korea to Singapore, public holidays in Korea and acts of God.

6.8 Orders will only be placed to the factory upon final confirmation of chosen wallpaper design and that any outstanding payments have been made in full. A minimum lead time of 3 weeks is then required for manufacturing of wallpaper at the factory.

 

  1. Title to Goods

7.1 The Company (Picket & Rail Holdings Pte Ltd) shall remain in title to and possession of goods, until full payment for the purchased item(s), including service charges, has been made.

 

  1. Right To Reject An Order

8.1 The Company reserves the right to reject any online/offline order that is due to data entry error or for any other reason without liability or compensation to the Customer. This includes all cases of “zero” priced or labelled "free" items. The Company will refund the Customer for whatever has been paid for all such cases.

 

  1. Vouchers

9.1 Vouchers of any kind, similar or otherwise, cannot be used in combination with each other.

9.2 Vouchers automatically expire 180 days after being issued unless stated otherwise.

9.3 All external vouchers issued by a different corporate entity besides PICKET&RAIL will adhere strictly to the PICKET&RAIL’s Terms and Conditions of Sales.

 
  1. Limits to Customer Claims

10.1 All Customer claims are strictly limited to, and shall not exceed, the price of the purchased item(s) in question.

10.2 The Company will not be liable for any injury, loss or damage whatsoever that may occur through the misuse, alteration or faulty assembly of any of its products.

 

  1. Refunds

11.1 All goods are non-refundable and non-exchangeable without proof that there has been a breach of any terms and conditions by the Company.

11.2 Customers are not entitled to indemnification or repairs if they damaged the item, e.g., the defect was caused by the Customer through misuse, inappropriate storage or care, or unauthorized repairs.

 

  1. Warranty

12.1 PICKET&RAIL products and components use natural, handmade or recycled materials. These products will therefore have the finishes and inherent properties of such materials. All leather products will have some minimal discoloration, scarring and irregular thickness (resulting in non-linear stitching). Customers acknowledge that they are fully aware of such variations and imperfections inherent in such materials and that these do not constitute defects.

12.2 Regular-priced PICKET&RAIL items have a Three (3) Year Limited Structural Warranty (Warranty) beginning from the date of delivery of the Product, unless otherwise stated. This Warranty does not cover loose joints and wear and tear. If the model that was originally purchased cannot be repaired or replaced, an equivalent model will be offered or a PICKET&RAIL cash voucher worth the depreciated value of the item based on a three (3) year lifespan will be issued. This Three (3) Year Limited Structural Warranty (Warranty) does not cover DIY (Do it yourself or Ready-to-Assemble), accessories such as Modern Classic Clocks and Lamps or SODA/INKAGU branded products.

12.3 The Warranty does not cover clearance, “As Is” items, display items and items sold in Warehouse Sales, on online third-party deal sites and at any and all atrium and Expo roadshows.

12.4 Item replacements for a Warranty claim will only carry the remaining term of the original Warranty.

12.5 Item replacements for a Warranty claim may not be brand new.

12.6 Replacing items under Warranty may take up to 12 weeks, especially for customized products. This is reasonable as PICKET&RAIL products take about 90 days to produce.

12.7 There will be a labor/transport charge of SGD150.00 per service visit per location during the Warranty period except for the first fourteen (14) days after delivery.

12.8 Warning: Standard leather care products cannot be used on Bonded/Synthetic Leather products. Such leather polishes and cleaners may cause the surface to crack or peel.

12.9 For Genuine as well as Bonded/Synthetic Leather and indoor furniture, prolonged exposure to outdoor conditions or intense sunlight will cause irreparable damage to furniture. All of the above actions will void our Limited Warranty.

12.10 PICKET&RAIL Presidential Series mattresses have a Ten (10) Year Limited Parts Warranty or as otherwise stated. Free or Discounted mattresses have only a One (1) Year Limited Parts Warranty, regardless of whatever is stated in any pre-packed Warranty card. On-site visits during this Warranty period are chargeable. Sleeping surfaces of mattresses as well as wear and tear are not covered under any Warranty.

12.11 For any Warranty claims, the Company has the right to inspect the furniture concerned. Failure to provide access will void all Warranty obligations.

12.12 The Company’s obligations are to the original purchaser/recipient. Any Warranty obligations are voided if title to the furniture is transferred to another party.

12.13 The Company’s Warranty does not cover wallpaper, bed platforms, bed slats or services. Bed slats, wallpaper and bed platforms are considered consumables.

12.14 Furniture that has been abused and improperly maintained will have its Warranty voided. The use of inappropriate cleaning fluids, for example, will void this Warranty.

12.15 The Company’s Warranty is not applicable if the item has been constantly placed outdoors or in a humid environment or in direct sunlight or any aggressive environment, or if the item has been used for non-domestic purposes (unless otherwise stated). The Warranty does not cover consequential or incidental damages.

12.16 Free gifts are not covered by this Warranty.

12.17 No site visits will be made before photographs (from different angles) of alleged defects in the products are sent to the Company at customerservice@picketandrail.com. Customers must provide photographs that are clear, high resolution and non-pixelated.

 

  1. Fully Informed

13.1 Customers accept and acknowledge that they are fully informed of the following:

13.2 For customized, made on demand and indent order furniture, there will be a minimum wait time of 8-12 weeks depending on the type and quantity of furniture. Delays might occur due to material shortages, shipping issues, inclement weather or acts of God affecting certain manufacturing and logistics processes. Customers are still fully liable for the full payment of the goods.

13.3 Customized orders require the time and extra customization fees, as well as shipping charges and warehousing costs, which cannot be recouped. For avoidance of doubt, all KUKA, Cavalli Italia, Istill, Norya, WinUs Blinds, Korean Wallpapers and Modern Classic orders are considered customized. As such, items that are customised are non-refundable and non-exchangeable.

13.4 Certain furniture will not have full or any finish on certain surfaces and parts of furniture, such as the bases of table tops and legs, the backs of chests, the tops of wardrobes, the bottoms of drawers, and bed slats. These shall in no way be deemed as defective finishes. These examples are not exhaustive.

13.5 Fiberglass and polished stainless steel products will always have micro scratches and undulations. These do not constitute defects.

13.6 Irregular stitching that might be found on sofas and armchairs are not to be constituted defective but natural characteristics of products that are handcrafted. Alignment and accuracy of stitching and other such irregularities are normal for handcrafted products.

13.7 Leathers and fabrics most commonly used in this program are wool, viscose, nylon and genuine cowhide leather. Customers are solely responsible for ensuring that they are not allergic to such materials. PICKET&RAIL bears no responsibility for such claims.

13.8 The Company uses cardboard and other materials in the packaging for most of its furniture. These materials may occasionally cause “micro scratches” to the surface of furniture. These scratches are usually touched up by the delivery/service team on the day of delivery. These “micro scratches” do not constitute defects.

13.9 PICKET&RAIL uses natural materials for most of its furniture. The color, grain and texture of each piece of furniture are unique. Every batch of wood, plywood, shellac, stain, leather and other materials has variations. Aging and use will also affect the color and texture of furniture. This applies to customized as well as mass-produced furniture. These natural occurrences shall not be deemed as defects. Every piece of furniture is unique.

13.10 Newly installed furniture may not rest flush with the floor immediately. The furniture will gradually level out after a few (3-7) days of use. Whatsapp the Customer Service Whatsapp number within the first fourteen (14) days of delivery if this does not happen.

13.11 Newly unwrapped leather sofas will have crumpled lines, indentations and depressions. These will lessen in appearance over time. These do not constitute defects.

13.12 Company employees have the right to work in a safe and non-abusive environment. Customers who are abusive or who display inappropriate behavior will not be served and any Warranty voided. This denial of service includes all on-site activities during the Warranty period. The Company's legal obligation to visit the Customer during the Warranty period will be voided.

13.13 Similar models or materials bought at different times will have color variations and may not match previously bought furniture. These variations do not constitute defects.

 

  1. Goods Sold At Warehouse Sales Or “As Is”

14.1 Goods sold at promotional events or sold “As-Is” or as floor samples or surplus in display items may have inherent cosmetic defects and may not have an appearance of being brand new. The Customers acknowledge that they are fully aware of these cosmetic defects and that the price discounts in the invoices reflect this acknowledgement.

                                    

  1. Right To Adjust Prices

15.1 PICKET&RAIL reserves the rights to adjust prices for service and Warranty visits without notice or permission from any party.

15.2 Prices in showrooms and websites may differ.

 

  1. Disclaimers

16.1 PICKET&RAIL’s replica products are not manufactured or approved by – or affiliated with – the original designers, manufacturers or distributors, including Herman Miller, Charles and Ray Eames, Knoll, Fritz Hansen, Flos, Studio Italia, Giogali, Artemide S.p.A., Futura S.r.I., Tolix or Xavier Pauchard.

 

  1. Wallpaper Sales Specific Terms and Conditions

17.1 Unless otherwise stated all wallpaper products refer to those for indoor use only.

17.2 Standard installation for indoor wallpaper covers only vertical walls. Walls must be smooth and slightly porous. We will not install for the following surfaces; ceilings, heights of more than 3.2m, staircases, toilets, kitchens, heavily piped or trunked areas, bomb shelters, commercial areas, electrical and utility distribution boxes, meter boxes, unpainted pipes, electrical wires, doors, windows, glass, wet and damp areas, old wallpaper and any surface not suitable for indoor wallpaper. Additional charges apply for work for such surfaces.

17.3 Customer has to provide adequate space for our installers to work. If the customer fails to do so our installer will not proceed with any installation. Customer is liable for any injury sustained by our installer in this scenario.

17.4 Customer has to move away all items at least 1m from the installation target wall. This is outside our scope of work.

17.5 Our installers are not insured for non contracted work. Customer is liable for any injury due to Customer instructing our installer to carry out works other than that is stated in the invoice.

17.6 Standard priced items are imported by ship freight. Delivery will take 45 to 60 days.

17.7 Installation price is based on weekdays. Weekend installation will incur a 50% surcharge.

17.8 For express delivery a surcharge of $100 per roll is applicable.

17.9 If your target wall is discovered to be damp or unsuitable our installer will not proceed until proper treatment of the wall has been made. Such treatment are chargeable.

17.10 Our installer will not proceed with any works unless full payment has been made.

17.11 Wallpaper is a consumable.

17.12 Bubbles underneath wallpapers are not defects unless they exist after 2 weeks.

17.13 Customer is fully aware that certain Wallpaper models will overlap at the edges by several millimetres. Vinyl Murals will overlap by several millimetres.

 

As of 1st Dec 2015.

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