18th January 2022 - Download as a pdf here

Rattan & Teak Self-Assembly and Returns Policy

Rattan & Teak understands that customers may opt to self-assemble or install products themselves that they have purchased from Rattan & Teak and under certain circumstances may wish to return a product(s). This Rattan & Teak Returns Policy provides details of the terms and conditions of self-assemblies and the process and circumstances that enable you to return products to us. This policy shall apply to all goods purchased directly from Rattan & Teak and for all customers, irrespective of their geographical location.

  1. Introduction

1.1    These terms and conditions shall govern any self-assembled product or structure purchased directly from us.

1.2    You are required to confirm your express agreement to these terms and conditions prior to purchasing any product, or when you accept delivery of products, for which we recommend using the Rattan & Teak Assembly and Installation Service on our website, but which you have opted to assemble or install yourself or through a Third Party.

1.3    This document does not affect your statutory rights as a consumer (such as rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or the Consumer Rights Act 2015).

  1. Interpretation

2.1    In these terms and conditions:

(a)    "we" or “R&T” means Rattan & Teak, the trading style of Furn4 limited or any individual acting under our instruction and acting as a Rattan & Teak representative; and

(b)    "you" means our customer or prospective customer,

and "us", "our" and "your" should be construed accordingly.

  1. Returns

3.1    If you have no other legal right to return or exchange a product and receive a refund, you may still be entitled to return a product to us and receive a refund in accordance with this Rattan & 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 (including any seal or shrink-wrap intact), with all labels still attached, and 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.

  1. Liability

4.1    No liability shall be accepted by R&T for damage or faults to products or structures that have been assembled or installed by you or a third party.

4.2    If you are self-assembling any product or structure supplied by R&T you are required to inspect each part of the goods prior to commencing any assembly or installation. If you discover any defect or damage to the goods or part(s) of the goods, you should contact us immediately before any assembly commences and forward details, photographs and videos, if possible, of the damage or defective part(s) in their original packaging to provide evidence that the damage was present pre-assembly. Refer to 4.1.

4.4    No liability shall be accepted in respect of damage or defects in existing installations or in respect of parts not manufactured or supplied by us.

4.5    We shall not be held responsible for any loss or damage to property, materials or injuries to individuals caused by the personal actions of you or your other household members or guests before, during or after such self-assembly works have been carried out.

4.6    You are recommended to follow the manufacturers assembly instructions provided. All advice provided by us on assembly and installation is offered as an opinion only and you accept such opinions at your sole discretion and risk.

  1. Guarantee

5.1    Our Aluminum Gazebos are sold with a Manufacturer’s Guarantee that covers the gazebo for 5 years from the date upon which you received the goods.

5.2    The Side Screens for the gazebos are sold with a Manufacturer’s Guarantee that covers the screens for 2 years from the date upon which you received the goods.

5.3    Guarantees for other products or structures are detailed on the R&T website under the Product Details section of the respective products, wherever applicable.

5.4    The Guarantee covers you for any manufacturer’s defects in the product or component parts to remain in working order for the life of the guarantee. This guarantees against a manufacturing defect causing a breakdown, as long as the product has been correctly installed in accordance with the manufacturer’s instructions and our recommendations and has been used in accordance with the recommended operating guidance or procedures and regularly cleaned and maintained.

5.5    If there is a damaged part, a manufacturer’s defect, fault or breakdown caused by a manufacturing defect, our obligation will be to repair and restore the product or part back to working order – if that is not possible, we'll replace the defective part or entire product at the sole discretion of R&T. If the replacement product is not available or has been discontinued, we will discuss and agree an alternative solution with you.

5.6    The manufacturer’s guarantee does not cover general wear and tear or damage to product parts due to accidents, damage caused by severe storms or weather systems, extreme winds, flying or falling objects, misuse, insufficient regular maintenance or negligence by the user/s.

5.7    Guarantees will be invalid if we, at our sole discretion, determine that the reason the goods or component parts are damaged or cannot operate or function as they were designed or intended to is as a result of the self-assembly not being carried out strictly in accordance with the manufacturers assembly instructions provided or failure to follow our installation guidance or recommendations.

  1. Returns procedure

6.1    In order to take advantage of your rights under this Rattan & Teak Returns Policy, you must contact us to agree how and when the goods will be returned.

6.2    If the return is to be handled by a third-party carrier, please include a covering note with the goods, quoting the original order number or any other reference number provided by R&T.

6.3    Products returned under this policy by a third-party carrier must be sent to Rattan & Teak, 19 Bordon Trading Estate, Old Station Way, Bordon, GU35 9HH, Hampshire, UK.

6.4    Unless otherwise agreed with us, you will be responsible for paying the postage, courier or van delivery costs associated with returns under this policy.

6.5    Due to the size and weight of some of our larger products, we may recommend that returned goods are collected by us on a date to be agreed by both parties. Our charges are as follows, (unless otherwise agreed):

  1. i) A two-man collection team for large or heavy products - £100 plus mileage at £1 / mile from GU35 9HH to customer location and return.
  2. ii) All other items - £50 plus mileage at £1 / mile at £1 / mile from GU35 9HH to customer location and return.
  3. Exclusions

7.1    The following types of products may not be returned under this policy:

(a)    any product modified to your specification;

(b)    any product made to order;

(c)    any product that has been assembled incorrectly;

(d)    any product that has been purchased by a customer in one of our Postcode Exclusion Zones, (return charges may be negotiated and agreed).

  1. Refunds

8.1    Under the Rattan & Teak Returns Policy a refund will be provided for the price you paid for the product subject to the product being returned in strict accordance with this policy.

8.2    The original delivery charge paid for the product that is being returned will not be refunded.

8.3    Any costs you incur in returning the product to us will not be refunded.

8.4    If, at your request, we collect the returned product you will not be refunded the cost of collection.

8.5    Refunds will be made using the same payment method originally used by you to purchase the product.

8.6    Refunds will be processed as soon as possible but, in any event, within 30 days following the day upon which we receive the returned product.

  1. Improper returns

9.1    If you return a product that has not complied with the terms of this policy, and you do not have any other legal right to a refund or exchange of the product, then:

(a)    you will not receive a refund of the purchase price or be entitled to an exchange of the product, unless otherwise agreed by us, and;

(b)    we may retain the returned product until you pay the additional charge for re-delivery of the returned product; and

(c)    R&T reserves the right to dispose of the returned product if you fail to pay the additional re-delivery charge within 14 days of issuing a request for payment, with no further liability to us.

  1. Complaints

If you have any questions regarding the Rattan & Teak Returns Policy, please contact us on 01789 509544 or by writing to us at

Rattan and Teak, 19 Bordon Trading Estate, Old Station Way, Bordon, GU35 9HH, Hampshire, UK.


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