If you wish to return your goods you may do so by emailing us at hello@luxuryrattan.com within 30 days of receipt of your order as long as the item has not been assembled or used and is returned to us in the original packaging. Please make sure you include your order reference and a brief description of the reason for return. Once your return has been accepted please ensure the goods are returned to us within 7 days. Failure to return the goods to us within this time period may result in the return being rejected. If you have no means of returning your order, we will arrange a collection of the goods upon request and debit the courier collection charges from your refund. Charges vary depending on the size of your item and number of parcels but typically range from £20.00 to £120.00.
If the goods have been signed as damaged on the delivery note and you do not wish for a replacement we will arrange collection of the goods free of charge. Please note as we get charged per collection attempt we can only arrange this for free once and if it fails as you are not home or the goods are not available for collection the second and subsequent collection attempts will be chargeable. For any other reasons for return the buyer is responsible for the return postage costs.
All returns must be returned in their original packaging. Failure to do so will result in additional charges that will be deducted from your refund to cover the cost of the missing packaging or any damage that occurs due to the item not being packaged correctly. 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 the goods show any of these signs they will then be returned back to your confirmed address and a surcharge levy to cover postage costs will apply at the buyer’s expense. If your goods have been assembled and are not faulty, or have been used, you will not be able to return your goods for a refund. After the returned goods have been inspected and we find there are no discrepancies concerning the above your refund will be processed within 10 days.
Important information
Our rattan furniture items are hand woven from synthetic PE rattan. Due to the nature of the synthetic rattan the material on the table tops can expand in the heat and appear to sag. This is more apparent with our thicker weave sets. This effect is completely normal, it is not a fault with your furniture and as soon as the weave cools it will return to its usual state. This will happen with all rattan garden furniture but the effect can be limited with the use of a parasol during sunny conditions.
Faulty goods
Any faults should be reported to us as soon as possible by emailing us at hello@luxuryrattan.com. Please make sure you include your order reference and photographic evidence of the fault so that we can diagnose the issue. Once the fault has been diagnosed, a replacement part(s) will be sent in the post or with a courier for the customer to fit. If we determine that the full item needs replacing we will arrange an exchange free of charge. Please be aware the faulty goods must be returned in their original packaging. If the goods are unused and the goods were received faulty then you may be entitled to a refund if you prefer.
Warranty
All of our aluminium framed garden furniture is covered by our 3 year warranty. Our steel framed items are covered by our 12 months manufacturer’s warranty. The warranty is valid from the date of delivery and is activated automatically once you receive 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. It does not cover the goods becoming defective due to the buyer’s improper use (unless it is due to the manufacturer’s negligence), accidental damage, neglect, incorrect assembly or general wear and tear. It does not cover cushion covers, cushion fillings and glass. It covers the original purchaser of the goods only and is not transferrable or valid outside of the UK. Should you have a problem with your item please contact us at hello@luxuryrattan.com with your order reference, a brief description of the problem and photographic evidence so we can deal with your claim on an individual basis. Once the claim has been investigated Littleborough Furniture Company Ltd reserves the right to refuse any claim we find is not down to a manufacturing fault. Accepted claims will result in the repair or replacement of the item, or an exchange where applicable.