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Terms and Conditions

Terms and Conditions

Website Use Terms and Conditions

These terms and conditions apply to all visitors, users, and customers of Rattan Direct website. Your continued use of our website signifies your agreement to comply with these terms and conditions.  

By utilizing our website, you acknowledge that you have read, understood, and consent to be bound by these terms. Should any part of these terms and conditions be disagreeable to you, kindly refrain from accessing or using our website or purchasing our products. 

Rattan Direct retains the right to update, modify, or replace any portion of these terms and conditions at our discretion and without prior notice. We advise you to review this page periodically for any changes. Your continued use of our website following the posting of any amendments constitutes acceptance of those changes. 

Products

We offer a wide range of furniture products on our website, including but not limited to sofas, tables, chairs, and accessories. Product descriptions, pricing, and availability are subject to change without prior notice. 

Products may look different to their pictures. We make every effort to ensure that the products we sell look like the photographs and comply with the descriptions provided our website. Please note however that certain colours may look different to the actual colour of a product when displayed on an electronic device. Unless agreed with you, the goods supplied will be of equivalent value, functionality and appearance. 

Payments 

We will take payment upon receipt of your order from your credit or debit card, or financing. The prices payable for goods that you order are as set out on our website. All prices are in £ (sterling pound) and are inclusive of VAT at the current rates and are correct at the time of entering information 

Orders & Confirmation

You can place an order with us by using our website’s checkout process or by calling us and using our telephone ordering system. After placing your order, you will typically receive an order confirmation page on the website. Additionally, you should receive an email confirmation with the details of your order, including an order number and estimated delivery date. 

You can correct errors on your order up to the point on which you click on “submit” during the ordering process. 

Delivery and Shipping

Delivery charges and timescales vary depending on the type of products ordered, the service you select and the delivery address. If you postpone your delivery within 5 days of the agreed date a re-arrangement charges of £50 may apply. 

We will offer you the first available date and time for delivery in your area if this is not convenient our delivery guide-times may not apply. If the item you have ordered is not in stock and has a lead-time, the delivery time scale is not included in this lead-time. 

All delivery dates or times are estimated subject to stock availability and delivery location. We reserve the right to alter or amend estimated delivery dates or times in exceptional circumstances. 

All goods must be signed for and should be inspected at the time of delivery. The packaging should be opened carefully and kept in case you need to return the goods. You are responsible for the goods once they have been delivered to the delivery address you gave, and you are liable for any loss or damage thereafter. It is your responsibility to dispose of the packaging. 

We cannot deliver furniture above second floor level unless there is a suitable lift. If you are not available to take delivery at the prearranged time, or the item(s) will not fit through the access points to your property, Rattan Direct Ltd reserves the right to charge you a restocking fee of £70.00. If this necessitates a repeat delivery, a repeat delivery charge must be paid prior to the redelivery even if the original delivery was free of charge. This charge will be calculated according to the number of items to be delivered, availability of a delivery vehicle, your location and complexity of the delivery. In these circumstances, delivery will not take place until the additional charges have been paid to Rattan Direct Ltd. 

If your non-returnable goods remain with us for more than four weeks, during which time you fail to accept delivery/redelivery despite Rattan Direct Ltd having contacted you to do so, you will incur storage charges of up to £50 per week. We also reserve the right to cancel your order and retain up to 50% of your order value. 

For more information on our delivery services, please click here. 

Cancellation, Returns and Refunds

Under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2015, you have the right to cancel your contract within 14 days from delivery and get a full refund. 

Goods must be returned in an unused, re-saleable condition, with their original packaging, and all labels still attached. They should also be securely packaged in a sealed box, to ensure the contents are protected during transit. Our Returns Team will review all items to ensure they meet the criteria outlined in this Returns Policy. If an item is returned outside of our Returns Policy, we may be unable to process a full refund. We will contact you in such circumstances. 

There are some exclusions to our Returns Policy, as detailed below: 
• Gift vouchers and items sent free of charge as a goodwill gesture cannot be returned. 
• Products over 14 days since delivery cannot be returned unless faulty. 

To exercise this right please contact us by calling 0800 088 3333 or clicking here to send us a message prior to the expiry of the cancellation rights period. The order must be returned to Rattan Direct within 14 days of contacting us and return postage must be covered by the purchaser. 

If there is a fault with an item upon delivery, please get in touch with us by calling 0800 088 3333 or clicking here to send us a message within 30 days of receipt. Please provide as much information as possible, including photographs of the item and packaging. We will make every effort to resolve the issue as quickly as possible for you. 

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 reclining assembly/mechanism of all our 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. 

Commercial Warranty 

At Rattan Direct, we provide commercial spaces with high-quality furniture that is tailored to meet your specific needs. Our commitment lies in delivering exceptional products that perfectly complement your outdoor environment, elevating its aesthetics and functionality. 

The aluminium frame of the Products is covered under a 2-year commercial guarantee from the date of purchase. During this period, the Company will repair or replace, at its discretion, any aluminium frame that is found to have structural/manufacturing defects. 

This warranty is valid for commercial customers who purchase the Product directly from Rattan Direct only and is limited to the original purchaser.  

Pricing

Rattan Direct frequently offers promotional deals accessible through the use of redeemable discount codes. Each order is limited to the use of one redeemable discount code only. Customers can not combine multiple coupon codes on a single order. Rattan Direct reserves the right to determine the eligibility of orders for promotional discounts and to prohibit the combined use of separate promotions.  
 
We endeavour to ensure the accuracy of pricing and discounts on our products at Rattan Direct. In the event of a system error that results in the application of multiple or incorrect discounts at checkout, we reserve the right to cancel any affected orders and provide a refund to the customer. This includes, but is not limited to, instances where discounts are inadvertently combined in a manner not intended by our promotions. We will communicate with affected customers to rectify the situation, which may include offering the option to re-purchase at the correct price. 
 
Rattan Direct reserve the right to cancel any orders where the price was found to be incorrect. An advertised price is not a contract of sale and therefore it is acceptable that Rattan Direct can refuse to complete the transaction if the price has changed.

Promotions

Offers are available whilst stocks last and Rattan Direct reserves the right to withdraw the Offers at any time. Larger savings may be shown on some products across the site, but these may be withdrawn at any time.

The discounted price will be shown shown at checkout for qualifying purchases. Rattan Direct offers are not transferrable and cannot be exchanged for cash. An offer cannot be used in conjunction with any other offer and multiple coupon codes cannot be combined at checkout. 

Rattan Direct reserves the right to amend these terms and conditions or discontinue an offer at any time.

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