Rattan and Teak want all customers to be happy with their purchases. In the event that problems have arisen then this Rattan and Teak Returns Policy details how the issues will be resolved.
Rattan and Teak Returns Policy - 26th February 2020 (pdf version)
1.1 We understand that from time to time you may wish to return a product to us.
1.2 We have created this Rattan and Teak Returns Policy to enable you to return products to us in appropriate circumstances.
1.3 This policy shall apply to all of our customers, irrespective of their geographical location.
1.4 This policy shall apply to all orders submitted through our website or through our telephone ordering system.
1.5 This document does not affect any statutory rights you may have as a consumer (such as rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or the Consumer Rights Act 2015).
2.1 If you have no other legal right to return a product and receive a refund or exchange, then you will nonetheless be entitled to return a product to us and receive a refund in accordance with this Rattan and Teak Returns Policy if:
(a) we receive the returned product within 14 days following the date of dispatch of the product to you;
(b) the returned product is unused, in its original unopened packaging (with any seal or shrink-wrap intact), with any labels still attached, and otherwise in a condition enabling us to sell the product as new;
(c) you comply with the procedure set out in this policy in relation to the return of the product; and
(d) none of the exclusions set out in this policy apply.
- Returns procedure
3.1 In order to take advantage of your rights under this Rattan and Teak Returns Policy, you must contact us to obtain a return authorisation number, and then send the product to us with a covering note quoting that number.
3.2 Products returned under this policy must be sent to Rattan and Teak Limited, Minerva Mill, Station Road, Alcester, Warwickshire, B49 5ET.
3.3 You will be responsible for paying required postage, courier or van delivery costs associated with returns under this policy.
3.4 You may request that we collect your item. If we agree to your request and a two man collection team is required (for example due to the weight of item) then this will be charged at £75 plus mileage. Collection of other items will be charged at £50 plus mileage.
4.1 The following types of product may not be returned under this policy:
(a) the supply of goods which are liable to deteriorate or expire rapidly;
(b) the supply of non-prefabricated goods that are made on the basis of an individual choice of or decision by you, or goods that are clearly personalised;
(c) the supply of sealed goods which are not suitable for return due to health protection or hygiene reasons, where such goods have been unsealed by you;
(d) any product made to your specification;
(e) any product made to order;
(f) any product that has been assembled incorrectly by the customer causing damage to the product (click here for our Self-Assembly Gazebo and Screen House Returns Policy_2020_01_10);
(g) any product that has been damaged during shipment by a third party carrier to destinations outside of Mainland UK (including and not exclusive to the Channel Islands, Isle of Wight, Isle of Man, Northern Ireland and the Scottish Islands);
(h) gift vouchers.
5.1 Under the Rattan and Teak Returns Policy we will give you a refund for the price you paid to us in respect of any product properly returned by you in accordance with this policy.
5.2 We will not refund to you the original delivery charges relating to the returned product.
5.3 We will not refund to you any costs you incur in returning the product to us.
5.4 If at your request we collect the returned product we will not refund the cost of collection.
5.5 We will usually refund any money received from you using the same method originally used by you to pay for your purchase.
5.6 We will process the refund due to you as soon as possible and, in any event, within 30 days following the day we receive your returned product.
- Improper returns
6.1 If you return a product in contravention of this policy, and you do not have any other legal right to a refund or exchange in respect of that product:
(a) we will not refund the purchase price or exchange the product;
(b) we may retain the returned product until you pay to us such additional amount as we may charge for re-delivery of the returned product; and
(c) if we do not receive payment of such additional amount within 14 days of issuing a request for payment, we may destroy or otherwise dispose of the returned product in our sole discretion without any liability to you.
- Our details
7.1 This website is owned and operated by Furn4 Ltd.
7.2 Our principal place of business is at Minerva Mill, Station Road, Alcester, Warwickshire B49 5ET.
7.3 You can contact us:
(a) by post, using the postal address;
(b) using our website contact form;
(c) by telephone, on the contact number published on our website from time to time; or
(d) by email, using the email address published on our website from time to time.
If you have any questions regarding the Rattan and Teak Returns Policy, please get in touch on 01789 509544.