Pre-Dispatch Inspection
Every piece is subjected to a final bench audit checking exact dimensions, seam strength, timber moisture levels, and surface finish consistency before protective crating.
Quality Assurance & Customer Care
After-Sales Care Policy
Our commitment to precision craftsmanship, structural integrity, and dedicated post-delivery support for commercial and residential furniture projects.
B2B & Residential Guarantee Standard
Handcrafted Quality and Dedicated Support
At Pouffie, every bespoke furniture order is manufactured in our unified Jakarta facility under strict quality control. Before dispatch, frames, joinery, foam resiliency, and cover stitching undergo rigorous multi-point testing to ensure full compliance with client specifications.
In-House Local Delivery
Deliveries within Jabodetabek handled by Pouffie's direct transport teams include white-glove uncrating, room placement, and mandatory client sign-off upon arrival.
Commercial Refurbishment
For hospitality and multi-unit residential contracts, we offer ongoing maintenance, modular cushion core replacements, and specialized re-upholstery support.
Receiving & Claim Guidelines
Delivery Inspection Protocols
1. Direct In-House Delivery (Jabodetabek Region)
For orders fulfilled by Pouffie’s dedicated courier and white-glove installation team, buyers are required to inspect all delivered items immediately upon arrival. This includes testing sofa cushion firmness, structural stability, wood finish integrity, and fabric condition.
- Immediate Reporting: Any manufacturing anomaly or transport marking caused during handling by our team must be recorded on the delivery receipt.
- Notification Window: Formal claims must be submitted to our service desk within 48 hours of physical receipt.
- Resolution Commitment: Valid manufacturing defects identified upon delivery will be rectified, repaired on-site, or replaced at Pouffie's sole discretion without additional cost.
2. Third-Party Freight & Global Container Cargo
For national shipments across Indonesia’s provinces or international export shipments managed by third-party logistics (3PL) carriers, transit protection and carrier liability rules apply:
- Carrier Responsibility: Damage occurring in transit during external freight handling remains the liability of the designated logistics provider.
- Unboxing Audit: Clients are requested to photograph and video-record the unboxing process upon container opening or crate removal.
- Cargo Insurance: Full-value marine or transit insurance is strongly recommended for all long-distance domestic and export freight shipments.
Long-Term Product Support
Maintenance Services & Policy Terms
Because Pouffie furniture is designed with serviceable components—such as removable upholstery covers, independent cushion inserts, and solid hardwood frames—our Jakarta workshop offers post-delivery maintenance and refurbishing upon request.
Service Scope & Commercial Support
We provide technical evaluation and repairs for commercial project fit-outs, hospitality seating, and residential pieces. Servicing options include frame reinforcement, spring retensioning, foam density adjustment, and complete fabric replacement.
- Individual case evaluation by factory master craftsmen
- Detailed quotations covering labor, raw materials, and transit
- On-site technician dispatch available for contract fit-outs
Natural Material Characteristics
Every Pouffie creation utilizes authentic natural materials. The following naturally occurring traits represent organic authenticity rather than product defects:
- Natural wood grain variations, color tones, and knotholes
- Natural leather patina, grain marks, and organic textures
- Expected fabric softening and minor cushion contouring over time
Policy Exclusions
Our after-sales service terms do not apply to issues arising from external environmental factors or non-standard usage:
- Normal Wear and Tear: Standard surface aging, minor fabric pilling, or natural cushion softening resulting from regular daily use.
- Environmental Exposure: Structural warping or surface damage caused by extreme indoor humidity, water damage, direct sunlight exposure, or tropical weather extremes.
- Improper Handling & Modifications: Use of harsh chemical cleaners, exceeding weight capacities, unauthorized structural alterations, or improper storage.
Dedicated Client Assistance
Need Technical Support or Service Advice?
Our engineering and customer support team in Jakarta is ready to assist procurement directors, interior designers, and trade buyers with custom project care, spare parts, or maintenance inquiries.