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Terms & Conditions

These terms and conditions apply to the use of the website and associated catalogues, which are operated by The Rattan Company Ltd. References to The Rattan Company as ‘we’, ‘us’ and ‘our’ shall be deemed to be references to The Rattan Company Ltd. References to ‘you’, and ‘your’ shall be deemed to be references to persons placing an order via the website, as well as for telephone orders. These terms & conditions also cover our catalogue(s), emails and any other associated promotional activity. 
By placing an order, you agree to be bound by these terms and conditions. If you do not agree to these terms & conditions, you must not order through our website, catalogue, emails or phone. 
Before you place an order, if you have any questions relating to these terms and conditions, please contact our Customer Service team by phone on +44 (0)7938 706842 Monday to Sunday 8am to 10pm or by email on


Head Office 

The Rattan Company Ltd
Owl Barn,
Planetree Lane,
Kirk Hammerton,
YO26 8FQ
Telephone: +44 (0)7938 706842
Registered in England and Wales No. 11393434
Registered office: Owl Barn, Thornville, York, YO26 8FQ

All calls will be charged at the local rate (BT users only, other network charges may vary), and both inbound and outbound calls may be recorded for quality monitoring and training purposes.


When you place an order with us it will be deemed that you have read, understood and agreed to these Terms & Conditions. 
By placing an order through our website you are making an offer to The Rattan Company Ltd to purchase the goods outlined in your order upon the terms described in your order. 
When you place an order, we will require your name, email address, credit/debit card, phone and address details. This information is required in order to process your request or inform you of acceptance of the order. A contact phone number is needed so we can get in touch if there is a problem with your order. We may, unless you inform us otherwise, provide our couriers with your contact phone number in case they need to reach you to arrange the delivery of your order.
Please note, we may not be able to change/amend or cancel your order once it's been picked in our Warehouse.
All prices on our website, catalogues, emails are shown and charged are in GBP. 
After placing an order online, we will provide you with confirmation that your order has been received but this is not confirmation that your offer to buy the items has been accepted. Our contract for the sale of our products will only exist once an order has been accepted, charged, processed and despatched to you. 
Please note that we will not be able to meet any obligations as a result of the following reasons:
  • If the product you ordered is out of stock.
  • We are unable to authorise your payment.
  • If it is identified that there is a product description or pricing error.
  • If customers do not reach any order criteria outlined in the Terms & Conditions.
  • If our delivery companies are temporarily unable to deliver due to exceptional conditions that are beyond our control including hazardous weather and accidents.

    Should there be an issue with your order, one of our Customer Service team will contact you either by phone or email. If we have issues authorising payment, we will contact you via phone or email. 

    The Rattan Company reserve the right to reject any offer of purchase by you at any point. Please note that whilst we will make every effort and reasonable care to keep your order details and payment secure, we cannot be responsible for any loss you may suffer if a third party procures unauthorised access to any information that you supply when accessing or ordering from the The Rattan Company website. 

    When placing an order, you will be added to our Catalogue mailing and email list. However, should you wish to not receive mailings, please inform our Customer Service team and they will remove you from our Catalogue list. You can remove yourself from the Email list by amending your email preferences via the link at the bottom of each email, or through our unsubscribe page. 

    Once an order has been despatched from our Warehouse, we cannot cancel it, stop it or delay the delivery, nor change the delivery address.

    Please ensure that you check all items on receipt, as faulty or damaged items must be reported within 8 working days of receiving the parcel. 

    PayPal Payments 

    Please note that you will be charged straight away for the whole value of the order. This is also the case of items which are pre-ordered which you will not receive straight away or with the rest of the in-stock items. 


    Part shipment of an order

    Please note that if there is an item which is out of stock, but is due to arrive in the Warehouse within 48 hours, your order will be held and despatched together.

    If the Next Day or Saturday options are selected the delivery will take place on this service once the items become available. 

    If the delay is longer than 48 hours your order will be part despatched. 

    The postage charge will only be taken once, even if your order is part shipped due to an item being back-ordered.


    Website / Catalogue Product Pricing and Descriptions 

    Every product bought is sold subject to its product description which outlines any further specific conditions that relate to that product including, without restriction, terms and conditions that regarding approximate delivery dates/times, warranties, after-sales support and guarantees. 

    We undertake all reasonable care to ensure that all the details, prices and descriptions of products in our catalogues and on our website are accurate at the time when they are either entered onto our system or printed. Whilst we endeavour to keep the website as up-to-date and accurate as possible, there may be very rare occasions when the information on the website (including product descriptions) at a certain time may not reflect the position exactly at the point an order is placed. We do not give any warranty as to the accuracy or completeness of the information and cannot be responsible for any errors or omissions or for the results arising from the use of such information. 
    Please note that we are unable to confirm the price of a product until your order is accepted in line with our order acceptance conditions. 

    On very rare occasions, an error may occur and goods may be incorrectly priced on our website, mailings and/or catalogues. In these circumstances, we will not be obliged to supply the goods at the incorrect price or in accordance with the incorrect description or at all. 
    We reserve the right to correct any price errors as we see fit. If such a situation occurs, we will cancel your order and refund the price you have paid, and in addition will use reasonable endeavours to contact you and ask you whether you wish to repurchase the item at the correct price. If we are unable to contact you, we will proceed to cancel your order and refund the price you have paid. 
    We take every care to ensure that the description and specification of our products are correct at the time of going to press. However, specifications and descriptions of products on this website and in the catalogue are solely to provide an approximate idea of the goods they describe and do not form part of the contract between you and us and are not intended to be binding. 
    Furthermore, while the colour reproduction of the products is a close representation, we cannot accept any responsibility for any variation in colour caused by the browser software or computer system used to view the products.


    Price Adjustment Policy 

    The Rattan Company is happy to offer a Sale Price Adjustment on items purchased up to seven days prior to the start date of the sale. The same item must still be available at the time of your request and before any sale price adjustment can be made and the difference will then be issued in the form of a credit note which is valid for 1 year. 
    We are unable to offer a price adjustment on items originally purchased in a sale or on any special promotion items that are temporarily reduced in price. Once an item has been purchased at a discounted sale price, no price adjustment will be offered should the item be further marked down.


    Contract Cancellation 
    If you wish to cancel your whole order and return it to us, under the Distance Selling Regulations, you must let us know within 14 working days of receiving your parcel. Please call our Customer Service team on +44 (0)7938 706842 or inform us via email at You will then need to return the whole order to us, at your own expense if you have already received it. Once we receive the whole order back, we will issue a full refund via your original method of payment. 
    If the goods were delivered to a destination within the European Union, if you cancel your whole order within 14 days after the day you receive your goods, we will refund the Standard delivery cost. If you have paid for an upgraded delivery, we will only refund the cost of Standard delivery. 
    You are responsible for the cost of returning your item(s) to us, unless you received a faulty, damaged or wrongly despatched item. 
    Where goods are delivered to a third party you will need to be able to return the goods you ordered to us to be able to exercise this right. 
    This does not affect your statutory rights.


    Product Variation 

    Please note all of our products are hand-made and/or have a unique finish, shape, colour, natural imperfections, texture and may vary from the picture you see on our website, and/or from one product to the other if you order more than one. Dimensions may also slightly vary. 

    Each item is manufactured from natural sources, so size and colour may vary slightly making each piece completely unique.


    Please note that only one promotional offer can be used at any one time. 
    Promotional codes are not valid on Sale items, Clearance products, items from our Sale Room or on our Gift Vouchers.

    Although we will instruct affiliate windows, press and magazines to remove offers or promotions from their sites/publications when they are no longer valid, we cannot be responsible for the failure to do so and will not be in the position to refund any price discrepancies between such articles and our website.


    Credit note 
    Credit notes are created as and when a refund is not possible or you have specifically requested a credit note. The credit note is a code that is set up for the value of your credit. 
    Credit note codes can also be created when you are using a Gift voucher/Credit note to place your order, but the value of your order is less than the value of your voucher/Credit note. We will then create a new credit note of the remaining value.
    Credit notes are valid for 1 year from the date it was created.
    Your credit note code will be communicated to you via phone or email. 
    A credit note will be created instead of a refund if:
    • An item is returned outside our 28 days Return Policy
    • An item is returned not properly packaged and has been damaged in transit back to us
    • An item has been used and has some light marks/damages
    • An item has been purchased up to seven days prior to the start date of the sale, as specified in our Sale Price Adjustment policy. 
    Your Credit note code must be entered online in the “DISCOUNT VOUCHER” box which appears in your Shopping Basket below your item details. 

    Once you have entered the code, click ‘Apply Code’. You must enter the Credit note code before you proceed to the secure checkout as it can’t be applied later. The credit note code is also valid over the phone, in which case you will simply need to quote the code at the point of order. 

    You can only apply one credit code or one promo code per order. If you wish to use multiple codes, please call our Order line on +44 (0)7938 706842 and we will be able to place you order for you using all your vouchers. 
    If you would like to place an order for less than the value of your Credit note, please call our Order line on +44 (0)7938 706842 and we will be able to place your order using your code and create a new code of the remaining value.


    Disclaimer & Limitations of Liability 

    The Rattan Company does not look to exclude or limit liability for personal injury or death arising from its negligence or that of its employees, agents, members or directors or for any misrepresentation that is fraudulent. 
    To the utmost extent allowed by law and save as provided above, neither The Rattan Company nor any linked company shall be liable to you by reason of any representation, or any implied condition, guarantee, or other term, or any duty at common law, or under the express terms of the contract, or in negligence (whether on the part of The Rattan Company or any of its employees, agents, members or directors or otherwise) for any indirect special or resultant loss or damage (including but not limited to loss of profit or loss of saving), expenses, costs, or other claims for compensation whatsoever which arise out of, or in connection with the use of the The Rattan Company website, the supply of the products or their use of resale by you). 
    These limitations of liability, as outlined here, shall apply equally for the benefit of The Rattan Company Ltd. and any other linked company as if references to The Rattan Company included references to each linked company. 
    Whilst we try and do everything reasonable to try and keep the information on this website up-to-date and correct, The Rattan Company do not give any warranty to its completeness or correctness and The Rattan Company cannot be held responsible for any omissions, errors or for any resulting implications from the use of this information. 
    The Rattan Company make all reasonable effort to ensure a reliable and fast service but we do not guarantee that your use of this website will be free from interruption or errors and cannot be held responsible for any disruption, loss of or corruption of any material in transit, or loss of or corruption of material or data when downloaded onto computer systems. 
    In addition, The Rattan Company cannot be held responsible or liable for your use of any websites that are accessible from this website as we do not have any control or responsibility for these. Any such links should not be viewed as an endorsement or an affiliation with The Rattan Company.


    Copyright & Trademark
    All the content of the pages on the website (including pictures, logos, photographs, copy and other materials) represent the copyright or registered trademark of The Rattan Company or it’s technology providers or their respective owners. ALL RIGHTS RESERVED. The modification, copying, circulation, reproduction, or incorporation of into any other work of part of or all of content available on the The Rattan Company site is forbidden, with the exception of: 
    Copying, printing (solely one copy) or downloading extracts of the content of the website for the sole purpose of using the website in good faith for placing an order with The Rattan Company or for non-commercial purposes. 
    The complete liability of The Rattan Company under or in connection with any contract for any products to which these conditions apply shall not exceed the price of the products, except as expressly provided in these conditions. 
    The Rattan Company will not be liable to you or be deemed to be in breach of these terms and conditions or any other contract with you by reason of any delay in performing, or any failure to perform, any of its obligations in relation to the products ordered by you if the delay or failure was due to any cause beyond its reasonable control. 
    The Rattan Company may assign or transfer any of its rights or sub contract any of its obligations under these terms and conditions to any third party. You may not assign or transfer any of your rights or sub contract any of your obligations under these terms and conditions except with the specific written permission of The Rattan Company. 
    No person who is not a party to these terms and conditions shall have any right to enforce any term under the Contracts (Rights of Third Parties) Act 1999. Nothing in these conditions is intended nor shall affect any of your statutory rights that may not be legally excluded.
    Territory and Law 
    The use of this website and these Terms and Conditions are governed by English law and you agree to submit to the non-exclusive jurisdiction of the English court. This does not affect your non-excludable statutory rights. 
    This website and our Terms and Conditions have been designed for use within the United Kingdom and under UK law. Whilst we are happy to consider requests for products and enquiries from outside the United Kingdom, we give no warranty, express or implied, that the use of this website or the placing of any order through this website from outside the UK complies with any applicable non-UK laws or regulations. Accordingly, any products or promotions not permitted under your local law are not offered to you.


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