Returns & Refunds Policy
If you don't like something, simply return it to us within a 28 days and as long as we can still sell it as new, we will be delighted to give you a refund, exchange or credit; whichever you prefer. Full details follow...
You can exchange or return your items up to 28 days from the date of dispatch. As long as we receive the returned item in saleable condition as "new" with the original packaging we will arrange a refund, exchange (subject to stock availability) or store credit within 15 days of the items return. From 28 days to 56 days we can give you an exchange (subject to availability) or store credit. (If you require a longer returns period please contact us before placing the order and we will do our best to help you.)
Some items are non-refundable and/or non-returnable. The following limitations apply: -
- Sale and Bargain section items need to be returned within eight (8) days of dispatch date: they are not refundable after this time but you have up to 28 days to return them for a store credit or exchange (subject to availability)
- Bespoke, Custom Made, and Special Order, Personalised Items are not returnable unless Faulty
- Items that have been damaged, marked, or soiled are not returnable.
Please take care to read our Rattan Care Advisory page or our Care Advisory enclosed with your order. If you do not have one please contact us for advice on how to care for your product. We cannot accept items for a refund or exchange if they have been damaged in the wash or in use.
Returning An Item
To return an item please include the fully completed Returns and Exchanges Form (which comes with your order), clearly marking whether you would like an exchange, store credit or refund. Please pack the item back in the delivery parcel together with all packaging and labels using any extra packaging that may be required to properly protect it and send it to:
The Rattan Company Customer Returns
The Coach House
Items are returned at your own risk so please pack them carefully. Items are returned at your expense unless they are faulty. We recommend items sent to us are sent via an insured/secure delivery method and that you at least obtain a certificate of posting because we are not responsible for them until they arrive safely with us. If all the items in an order are Faulty we will refund the delivery cost to you and can also reimburse you for the reasonable cost of posting back to us if within the UK but if you wish to be refunded postage for a Faulty item you must include a receipt for the postage cost. We cannot refund postage costs without a receipt.
Please note if the colour etc is wrong and you can see without opening it that you won't want the product then please don't remove it from its packaging! Items are easily marked which can prevent them from being saleable as new. If we cannot sell it as "new" we won't be able to give you a refund. For the same reason please take care that you have checked that you have ordered the correct size before you unwrap the item: please check the ordered item dimensions carefully before unwrapping too.
All items that we dispatch have been through rigorous quality control checks conducted by our reputable and carefully selected manufacturers as well as by us. Nevertheless, on rare occasions, an item may be sent out that is faulty. In these circumstances, we will replace the item or at our discretion provide a refund of the purchase cost and any reasonable domestic postage cost. Please contact us as soon as you discover a fault and please see our full Terms and Conditions before you return an item as "Faulty". Please ensure that any item returned to us as “Faulty” is carefully packaged, appropriate to its value, size, and weight to protect it from the damage in the post. We cannot accept an item that has been damaged in the post due to poor packaging.
Refunds can only be credited to the same payment card the order was placed with. If we are refunding postage costs incurred sending an item back to us we will have to send you a cheque or give you store credit if you prefer. It is not possible to refund more than the original transaction back onto the original payment method.
This does not affect your statutory rights.