At Ferche, we're not big on formal policies. We understand that situations are unique and circumstances sometimes call for different actions. There are some things we do try to hold true to. Those items are listed below. If you have any questions or concerns about anything, please always feel free to contact us and we'll do our best to help you out.
Sanding is a critical step in any good finished millwork job - regardless of whether it’s solvent or water based finish. In many applications, water based stain & top coats are quickly replacing solvent-borne finishes. The move toward water based finishes has a dramatic effect on wood (fiber). Wood fiber absorbs water then expands; causing the grain to rise and fur up. Ferche cannot be held responsible for the surface conditions when water-based primers, stains or top coats are applied without proper preparation which requires sanding. Ferche cannot respond to claims arising from situations where prudent and proper sanding could have or can resolve an appearance issue.
The industry's leading finish product brands agree that sanding is the key to a quality finish.
From the Minwax website:
DON'T SKIP THE SANDING! Sanding is a critical step in the wood preparation process for several reasons….Sanding also removes the surface glaze created by the heat from the factory's planer blades as they come in contact with the natural resins in the wood. Left unsanded, this glaze can prevent stain or finish from entering the pores….When working with water-based finishes…Dampen the wood first. Wipe the wood with a damp cloth to raise the fibers; after the surface dries, knock them back with 220-grit sandpaper….Apply and move on.
From the Sherwin-Williams website:
Wood – Interior: All finishing lumber and flooring must be stored in dry, warm rooms to prevent absorption of moisture, shrinkage, and roughening of the wood. All surfaces must be sanded smooth, with the grain, never across it.
We take great time, care and effort in creating superior quality products. Those products are manufactured with specific uses in mind. We don't recommend the use of certain products for anything other than their intended use. For example, our veneered door jambs and veneered boards are made for typical interior use. They are not made to be used as window extension jambs or for exterior use. We manufacture window extension jambs using different materials to handle that specific use. Similarly, our wrapped veneered jambs are intended for residential interior use or light multifamily use, they are not intended for commercial use. If you use any products outside of the recommended or intended use, you do so at your own risk. You wouldn't use drywall for flooring, so we ask that you consider the intended use when working with certain products we manufacture. If you have any questions prior to use, please consult your local Ferche sales representative.
Credit Requests & Returns/RMA Procedures
If an item is damaged upon arrival, it should be noted on the receiving paperwork so a proper claim can be filed with the carrier. Please provide complete documentation of the damage including comprehensive photos documenting the damage and send to your Ferche Account Manager.
If you believe a product has been produced incorrectly, you must issue a request for review citing the issue in detail and showing thorough documentation of the issue. This includes complete photos/videos showing all measurements and dimensions. If the issue is related to hardware, you must submit photos of the specific hardware and the model number(s). Ferche will not accept any backcharges without complete documentation and an opportunity to review and determine the proper corrective action. Taking corrective action without approval is done at your own risk.
If products needs to be returned for any reason, they must be returned through the proper channels to obtain approval. Always work with the dealer or distributor from which they were purchased. Those entities will deal with Ferche for the proper credit or replacement. DO NOT return items directly to Ferche without paperwork and authorization or we will not be able to process your return request. As always, please work with Ferche Account Manager to ensure returns are handled properly and include the proper authorizations and documentation. Custom orders are not able to be returned and some standard products may not be eligible or will be subject to a restocking fee (amount varies by product). Please contact your account manager with any questions.
Storage & Demurrage Policy
We understand that construction delays occur. However, we do not have unlimited storage capacity and it should not be expected that we are able to hold orders indefinitely.
We will hold orders for 2 weeks beyond the original ship date without storage or demurrage fees.
Following the grace period, a demurrage fee of 1.5% of the shipment value per month will be assessed. Fees will be prorated and will be billed monthly or when the order ships, whichever happens first.