Terms and Conditions
Collection/Delivery
Delivery charges and timescales vary depending on the type of products ordered, the service you select and the delivery address. We will contact you to book a delivery date within 3 days of your placing an order. If you postpone your delivery within 5 days of the agreed date a re-arrangement charge 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.
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.
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Cancellation and Returns Rights
Cancellation Rights
Under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, in most cases, you have the right to cancel your contract within 14 days from delivery and get a full refund without giving any reason. This right does not apply to any customised or personalised goods purchased through our website.
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 you cancel your contract, we will reimburse all payments received from you, including the costs of delivery (except for any supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).
We will make the reimbursement without undue delay, and not later than:
• 14 days after the day we received back from you any goods supplied; or
• (if earlier) 14 days after the day you provide evidence that you have returned the goods; or
• if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract.
We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.
We may make a deduction from the reimbursement for loss in value of any goods supplied if the loss is the result of unnecessary handling by you.
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.
Rattan Direct is a retailer, not a wholesaler. As such, we reserve the right to cancel excessive orders of individual products without notice.
Returns Rights
If you receive an order and find the item just isn’t right for you, don’t worry, goods can be returned for a refund within 30 days from the date of purchase, as outlined in our Returns Policy here.
The Consumer Rights Act 2015 states goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product, you are entitled to the following:
• up to 30 days: if your goods are faulty, then you can get a refund;
• up to 6 months: if they can't be repaired or replaced, then you're entitled to a full refund, in most cases;
• up to 6 years: if the goods do not last a reasonable length of time, and it can be proven that the fault existed at the time of purchase, you may be entitled to some money back proportionate to the level of use of the item.
This is a summary of some of your key rights. For detailed information from Citizens Advice, click here.
Nothing in this contract affects your legal rights under the Consumer Rights Act 2015 (also known as ‘statutory rights’). You may also have other rights in law.
Please contact us if you want:
• us to repair the goods;
• us to replace the goods;
• a price reduction; or
• to reject the goods and get a refund.
For more information on how to return an order, click here.
If we send items free of charge as a goodwill gesture, we will not accept a return or refund on these.
Any Special Order items made to a customer's own specifications will not be refunded unless they are proven to be faulty.
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Problem with Item Received
If there is a problem with an item upon delivery, please get in touch with us by calling 0800 088 3333 or clicking here to send us a message at your earliest convenience. 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.
Faulty Items
All goods purchased from Rattan direct are normally covered by our manufacturer's guarantee, which, generally speaking, covers manufacturing faults and defects, including poor workmanship. We do sell some items from other providers and guarantee information should be sought from the manufacturer.
If you believe a product has developed a fault that it shouldn’t through fair usage please see our faulty goods policy in our T&C’s here
The Return Policy below applies to standard returns only. If there is a problem with an item you have received or if you believe a product has developed a fault, please get in touch with our Customer Service Team by calling 0800 088 3333 or clicking here to send us a message. We will make every effort to resolve the issue as quickly as possible for you.
Return Policy
If you receive an order and find you have changed your mind or the item just isn’t right for you, don’t worry. Goods can be returned for a refund within 30 from the date of purchase (subject to the product exclusions outlined below).
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.
All refunds will be issued to the original payment method on the order within 14 days of receipt at our warehouse.
Product Exclusions
There are some exclusions to our Returns Policy, as detailed below:
• Personalised or customised items, cannot be returned
• Gift vouchers cannot be returned
• Products received over 30 days ago cannot be returned unless faulty (Refer to faulty goods section)
• Products returned in an unsatisfactory condition cannot be returned
• Products which have been damaged in return transit due to insufficient packaging cannot be returned
This Return Policy does not affect your statutory rights.
Please Note: We are not liable for any direct or indirect loss of profits or other financial loss or damage arising out of a defective, damaged or wrongly delivered products, our liability is limited to the purchase price only.
Guarantee
All Rattan Direct branded products purchased from Rattan Direct are covered under guarantee, subject to the exclusions outlined below. This protects against product failures and manufacturing defects, including poor workmanship.
We work closely alongside our third-party suppliers and honour the manufacturer's guarantee, where applicable.
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.
If the issue can be resolved without returning the item, we will contact you to let you know your options.
If an inspection is required, we will ask you to return the item. A free of charge returns service will be offered, where possible, or alternatively reasonable standard return postage fees will be refunded.
If a fault is deemed warrantable, having developed:
- within 30 days of purchase, a replacement or refund will be issued within 14 days of the claim being accepted
- after 30 days from the date of purchase, the item will be repaired* or if a repair is not possible a full refund will be offered
- After 6 months from the date of purchase, the item will be repaired* or if a repair is not possible you may be offered
• a replacement for the same item or an alternative of equal or greater value* (depending on stock availability, colour may vary)
• a refund in vouchers
• a full refund or partial refund proportional to the remaining life of the product
*Repaired/replacement items will be posted to the original delivery address, unless otherwise specified, and will be covered by a period equal to the remaining guarantee period of the original part.
Guarantee claims are reviewed on a case-by-case basis and procedures can vary depending on the brand, product, and issue. We will keep you updated at each stage of the claims process, and we will make every effort to offer a resolution as quickly as possible.
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. 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 solution dyed which prevents the cover from fading and growing mold. The outdoor shield covers are covered under our 2-year 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.