Luxury Returns: Returns Policy
Want to return your goods? If so, please email our team at hello@luxuryrattan.com within 30 days of receipt of your order. Providing the item(s) has not been assembled or used and is returned to us in its original packaging, we will process a refund for you.
When contacting us, please ensure you include your order reference and a brief description of your reason for return.
Once your return has been accepted, the goods must be sent to us within seven days; failure to return the goods to us within this time period may result in your return being rejected.
If you have no means of returning your order, we will arrange collection of the goods upon request, debiting the courier collection charges from your refund. Charges are dependent on the size of your item and the number of parcels you are returning, with the cost varying from £20 to £120.
Damaged Products
If the goods have been signed as damaged on the delivery note and you do not want us to send you a replacement, we will arrange collection of the goods at no cost to you.
Please note, Luxury Rattan is charged per collection attempt. Therefore, collection of your goods will be free on the first occasion, with a charge for subsequent attempts thereafter – in the instance, for example, you are not home when we arrive to collect your goods.
Want to return your products for a reason other than because they were faulty? You will therefore be responsible for the return postage costs.
All returns must be returned in their original packaging. Failure to package your goods in this way will result in additional charges. These will be deducted from your refund, which will cover the cost of the missing packaging or any damage that occurs as a result of poorly packaged products.
Once we have received your return, the goods will be inspected thoroughly for any signs of use, misuse, or any damage/fault caused by the buyer’s negligence. If we believe the goods have been tampered with or misused, they will be returned to your confirmed address and a surcharge levy to cover postage costs will be applied, at your expense.
If your goods have been assembled and are not faulty, or if they have been used, you will not be able to return your goods for a refund. If, after the returned goods have been inspected, we find there are no discrepancies (as detailed above), your refund will be processed within 10 working days.
Important Information About Your Rattan Furniture
Luxury Rattan furniture is handwoven from synthetic PE rattan.
Due to the nature of the synthetic rattan, the material on the tabletops can expand in the heat and therefore appear to sag.
This is more apparent with our thicker weave sets and this effect is completely normal; it is not a fault with your furniture.
Once the weave cools, it will return to its usual state. This will occur with all rattan garden furniture, but the effect can be reduced somewhat with the use of a parasol in sunny conditions.
Faulty Goods
Any faults should be reported to us as soon as possible, via email at hello@luxuryrattan.com
When contacting us, please make sure you include your order reference and photographic evidence of the fault. This will help us diagnose the issue.
Once the fault has been diagnosed, a replacement part(s) will be sent in the post or with a courier, which you will be required to fit. If we determine that the item itself (and not an individual part) needs replacing, we will arrange an exchange free of charge.
Please be aware that faulty goods must be returned in their original packaging; if the goods are unused and were received in a less than perfect condition, you may be entitled to a refund if you prefer.
Warranties
Each piece in our garden furniture collection is covered by our five-year manufacturer's warranty.
Our garden accessories and indoor furniture are covered by our 12-month manufacturer's warranty, which is valid from the date of delivery and is automatically activated upon receipt of your goods.
Please make sure you retain your proof of purchase, as you may need this in the event of a claim. Our warranty covers the structural components of the furniture (such as frames and support brackets) and any issues that arise due to a manufacturing fault.
If the goods become defective due to improper use (unless it is due to the manufacturer’s negligence), accidental damage, neglect, incorrect assembly or general wear and tear, the warranty will not apply. Neither does it cover damage that occurs due to adverse weather conditions, including strong winds.
Our warranty does not cover cushion covers, cushion fillings and glass (see below for further information).
What is covered under our warranty?
Our warranty covers only the person who originally purchased the goods; it is not transferrable or valid outside of the UK.
Should you have a problem with your item(s), please contact us at hello@luxuryrattan.com, sending your order reference, a brief description of the problem and photographic evidence, which will help us deal with your claim on an individual basis.
Once the claim has been investigated, Littleborough Furniture Company Ltd reserves the right to refuse any issue we believe has not risen as a result of a manufacturing fault. Accepted claims will result in the repair or replacement of the item, or an exchange, where applicable.
Garden Furniture Cushions
We recommend that your garden furniture cushions are kept and stored indoors, particularly during harsh weather.
The all-weather covers we provide are designed to protect the furniture and, even when a cover is in use, the cushions should still be stored indoors.
Please note, your warranty will not cover damage that occurs to cushions (including mould) in the event that you do not follow these guidelines.
Glass
Glass is not covered under our warranty unless the fault is reported within 24 hours of delivery of the goods.
Gas Fire Pit Kits
Our gas fire pit kits are covered under our 12-month warranty, even when the furniture itself is covered under our five-year warranty. Any fault reported will be resolved with replacement parts.
Weather Covers
Our all-weather covers are protected under our 12-month warranty.
Limitations of Liability
The seller will not be responsible for any financial loss caused by the seller to the buyer or any third parties. This includes any direct, indirect or consequential loss and any other detriment suffered by you, the customer.
Our liability is for the price of the goods only.
International Sales We welcome any international sales enquiries; please call our team for a free quotation on ?. Additional terms will apply. For any overseas destinations where surcharges are levied, such as import/export tax, local VAT or any other fee payable, this will be the buyer’s sole liability.