Terms and Conditions

7 Year Guarantee for Domestic Customers

All Rattan Direct Branded furniture purchased from Rattan Direct are covered under a 7-year guarantee, subject to the exclusions outlined below. This protects against product failures and manufacturing defects, including poor workmanship. 

If a product develops a fault, please contact our customer services team as soon as possible, by calling 0800 088 3333 or clicking here to send us a message. As soon as we receive your claim, we will review the details and advise on the next steps. We strongly advise that you do not use a product if you suspect there is a fault, no matter how minor the issue, to avoid any harm. 

Our commitment to delivering quality products is underscored by our warranty policy, which is designed to address and resolve any issues that arise with your purchase efficiently and effectively. The resolution offered depends on the timing of the reported fault: 

Within 30 Days of delivery: Should a fault be identified within 30 days of purchase and is deemed warrantable; we will expedite a replacement or initiate a refund within 14 days of accepting the claim. 

After 30 Days and Up to 6 Months from delivery: For faults reported after 30 days from the date of purchase, we will send parts for the customer to undertake repairs. If it is determined that repair is not feasible, a full refund will be provided. 

After 6 Months from Purchase: 

• Sending Parts for Repair or Replacement: Our first step will be to send parts for repair. If repair with the provided parts is not achievable, you may receive a replacement for the same item or an alternative of equal or greater value. It’s important to note that the colour of the replacement may vary based on stock availability. 
• Refund Options: In cases where repair or replacement is not viable, customers are referred to our refund options, which may include: 

• A refund in vouchers, 
• A full monetary refund, or 
• A partial monetary refund, calculated on a sliding scale based on the product’s remaining lifespan: 

• Within 1 Year: Up to 100% refund. 
• 1-2 Years: Up to 60% refund. 
• 2-3 Years: Up to 30% refund. 
• 3-4 Years: Up to 15% refund. 
• 4-7 Years: Up to 5% refund. 

Repair parts or replacement items will be dispatched to the original delivery address unless a different address is specified. These items will be covered by a warranty period equal to the remaining duration of the original item’s guarantee. 

Please note, our outdoor cushions bought directly from Rattan Direct, are designed to be shower proof; they are not intended to be stored outside even with the use of a Rattan Direct Shield Cover. Whilst using a shield cover, humidity may still be present, and mold may form in the seat cushions. Rattan Direct holds the right to reject any claim resulting from weather damage. 

Our outdoor covers carry a 12-month warranty from date of your delivery, covering against rips at the seams. Please note that our outdoor covers may fade if exposed to direct sunlight, however, the guarantee does not cover colour fading. 

Our outdoor shield covers are water resistant and are solution dyed which prevents the cover from fading and growing mold. The outdoor shield covers are covered under our 2-year warranty, covering fading and rips at the seams. 

The hydraulic mechanism for our sun loungers and reclining furniture is covered under a 12-month warranty. 

The rising mechanism for our adjustable tables carries a 12-month warranty. 

Glass suckers fitted on all our tables to secure glasses will endure natural fading and change of colour in sunlight. They are however not covered by our warranty. 

All parasols are covered under 12 months guarantee from the date of delivery against manufacturing defects. Damages from high wind are not covered under our warranty. 

All our gas firepit mechanisms are covered under 12-month warranty from the date of delivery. 

Kindly note that several of our rattan weave collections feature strands with diverse colour shades. The way these colour variations appear may exhibit slight differences when the furniture is placed in your garden, primarily influenced by the intensity of sunlight.  We would like to emphasize that all product photos have been captured in various lighting conditions and settings. Furthermore, as our furniture is meticulously handwoven, each item possesses a unique character, therefore no two items are identical. 

Rattan Direct does not warrant against failure or damage due to misuse such as, but not limited to, incorrect installation, poor maintenance, abuse or neglect, using the product for something other than its intended purpose, alteration of the product unless expressly permitted in writing by Rattan Direct. 

Rattan Direct does not warrant against corrosion and/or deterioration caused by material fatigue defined as the natural breakdown of materials that occurs after extended use. 

Our guarantees are only valid for the UK mainland, from the date of purchase to the original purchaser only and may be subject to our terms. Our guarantees do not cover the normal wear and tear of furniture, accessories & soft goods or any damages that arise due to misuse, negligence or incorrect assembly. 

For Teak items, we advise that teak protector is used on an annual basis to protect the wood. The teak element of a product is not covered by our extended guarantee. 

Unless otherwise stated at your point of order, Rattan Direct will not offer a guarantee to a customer who reports damages as a result of our furniture being placed in a commercial environment, or from any damages caused from solvents as a result of cleaning the furniture. 

Products returned in an unclean or otherwise unsatisfactory condition may be refused and returned. 

Products which have been damaged in return transit due to insufficient packaging may be refused. 

*Please note: The guarantee is intended to cover the original purchaser only, valid from day of purchase and is not transferable. A valid claim will be accepted if the customer produces their original invoice as proof of purchase. 

Products must reside in the Mainland UK. The 7-year guarantee cover only applies to orders placed AFTER 1st May 2019. Orders purchased BEFORE 1st May 2019 will be covered by our 5-year guarantee. Please note that replacement orders do not restart the warranty period. 

Your statutory rights are not affected.